Cancellation & Refund Policy
Mercury Tour Operator understands that travel plans may sometimes change due to personal, professional or unforeseen circumstances. Our Cancellation & Refund Policy is designed to provide clear and transparent guidelines regarding cancellation charges and refunds for tour packages and travel services booked with Mercury Tour Operator.
By confirming a booking with Mercury Tour Operator, the customer acknowledges and agrees to the following terms and conditions.
1. Cancellation Request
All cancellation requests must be submitted in writing by email to Mercury Tour Operator.
The cancellation will be considered effective from the date on which the written cancellation request is received by Mercury Tour Operator.
Verbal cancellation requests made by telephone, WhatsApp or any other communication channel will not be considered final unless subsequently confirmed in writing.
2. General Cancellation Charges
Unless a different cancellation policy is specifically mentioned in the quotation, invoice or booking confirmation, the following cancellation schedule will apply:
Time of Cancellation Cancellation Charge
After confirmation up to 61 days before departure 15% of total package cost
60 to 46 days before departure 30% of total package cost
45 to 31 days before departure 50% of total package cost
30 to 16 days before departure 75% of total package cost
15 days or less before departure 100% of total package cost
No-show / cancellation after tour commencement 100% – No Refund
The above charges represent the minimum/general cancellation charges applicable to a standard package.
Where actual cancellation charges imposed by airlines, hotels, DMCs, transport providers, cruise operators, visa authorities or other suppliers are higher than the above amounts, the actual supplier cancellation charges will apply.
3. Cancellation Immediately After Booking
Once a tour package has been confirmed and the booking process has commenced, a minimum cancellation charge of 15% of the total package cost will apply.
This charge covers administrative work, reservation processing, supplier communication, booking management and other costs incurred by Mercury Tour Operator.
The 15% minimum charge is applicable even when cancellation is requested well in advance, unless Mercury Tour Operator specifically agrees otherwise in writing.
4. Cancellation 60 Days Before Departure
For cancellations made 60 to 46 days before the scheduled departure date, a minimum cancellation charge of 30% of the total package cost will apply.
If any hotel, airline, transport company, DMC or other supplier has already imposed a higher cancellation charge, the higher actual amount will be deducted from the refundable amount.
5. Supplier-Specific Cancellation Charges
Tour packages involve services provided by multiple suppliers. Cancellation conditions may therefore vary depending on the service booked.
These may include:
Where a supplier's cancellation charge is higher than the standard Mercury Tour Operator cancellation charge, the actual supplier charge will prevail.
Some services may be completely non-refundable once booked or confirmed.
6. Air Ticket Cancellation
Air tickets are subject to the fare rules and cancellation conditions of the respective airline.
Airline cancellation penalties, reissue charges, fare differences, taxes, service charges and other applicable fees will be deducted before calculating the refundable amount.
Special promotional fares, group fares and non-refundable fares may carry cancellation charges of up to 100%.
The airline's fare rules will prevail over the general Mercury Tour Operator cancellation schedule.
7. Hotel Cancellation
Hotel and resort bookings are subject to the cancellation policy of the respective property.
Depending on the hotel and travel period, cancellation charges may range from a partial amount to 100% of the booking value.
Peak-season, festival, special-event, group and promotional hotel bookings may have stricter or completely non-refundable cancellation conditions.
8. Visa, Permit & Government Charges
Visa fees, permit charges, government fees, appointment fees and visa processing charges are generally non-refundable once processing has commenced, unless the concerned authority specifically allows a refund.
Payment of visa processing fees does not guarantee visa approval.
Visa decisions are solely at the discretion of the relevant embassy, consulate or immigration authority.
9. Peak Season & Special Packages
Special cancellation conditions may apply to packages booked during peak travel periods or for special events, including but not limited to:
Where special cancellation terms are provided in the quotation or booking confirmation, those terms will prevail.
10. Bhutan, Northeast & Special Destination Bookings
Packages involving Bhutan, Northeast India, restricted areas, special permits, local transportation, government fees or destination-specific suppliers may be subject to special cancellation conditions.
Government charges, permits, special vehicle charges, Sustainable Development Fee where applicable, local supplier payments and other destination-specific charges may become non-refundable once processed.
11. No-Show
If a customer fails to report for a scheduled departure, hotel check-in, transfer, sightseeing or other booked service without prior written notification, the booking will normally be treated as a No-Show.
No refund will normally be provided for a No-Show.
12. Cancellation After Tour Commencement
Once the tour has commenced, no refund will normally be provided for voluntarily unused services.
This includes:
Any refund will be considered only if the concerned supplier provides a refund to Mercury Tour Operator.
13. Partial Cancellation
If one or more members of a group cancel while other members continue the tour, the cancellation will be calculated separately based on the applicable cancellation terms.
Any resulting increase in the per-person cost of hotels, transportation, guides or other services may be payable by the remaining travellers.
14. Change of Travel Dates
A request to change the travel date instead of cancelling a booking will be subject to availability and supplier approval.
Additional charges may include:
15. Cancellation by Mercury Tour Operator
In exceptional circumstances, Mercury Tour Operator may have to cancel, postpone or substantially modify a tour due to circumstances beyond its reasonable control.
Such circumstances may include:
In such circumstances, Mercury Tour Operator will make reasonable efforts to provide an alternative arrangement, reschedule the tour or offer a refund/credit based on the amounts recoverable from the relevant suppliers.
Refunds will be limited to the amount actually recoverable from suppliers, where applicable.
16. Refund Calculation
The refundable amount will be calculated after deducting applicable charges, including:
17. Refund Processing Time
Once the refundable amount has been finalized and the required amount has been received from the relevant suppliers, Mercury Tour Operator will normally process the eligible refund within 7–30 working days.
The actual time may vary depending on airlines, hotels, overseas suppliers, banks, payment gateways and other service providers.
Refunds will normally be made to the original payment method or original payer.
18. Payment Gateway & Banking Charges
Payment gateway charges, bank charges, foreign exchange charges, remittance charges and other transaction costs already incurred may be deducted from the refundable amount wherever applicable.
19. Credit Note / Travel Credit
Where a cash refund is not possible due to non-refundable supplier payments, Mercury Tour Operator may, at its discretion, offer a credit note or travel credit.
The validity period, destination, value and conditions of the credit note will be communicated separately.
Unless specifically agreed in writing, a credit note will be:
20. Travel Insurance
Customers are strongly advised to purchase suitable travel insurance covering trip cancellation, medical emergencies, baggage loss, travel delays and other unforeseen circumstances.
Mercury Tour Operator will not be responsible for losses that are covered or intended to be covered under the customer's travel insurance policy.
21. Special Cancellation Terms
Certain tours or services may have cancellation conditions different from this general policy.
These may include:
Where specific cancellation terms are mentioned in the quotation, invoice, booking confirmation or tour-specific terms, those terms will prevail over this general policy.
22. Customer Acceptance
By making payment or confirming a booking with Mercury Tour Operator, the customer confirms that they have read, understood and accepted the applicable Terms & Conditions and Cancellation & Refund Policy.
Customers are advised to carefully review the cancellation conditions mentioned in their quotation and booking confirmation before making payment.
23. Final Provision
Mercury Tour Operator reserves the right to modify or update this Cancellation & Refund Policy from time to time.
The cancellation conditions applicable to a particular booking will generally be those communicated to the customer at the time of booking, subject to applicable laws and the specific terms of the booking.
In case of any conflict between this general policy and the specific cancellation terms stated in the customer's quotation, invoice or booking confirmation, the specific booking terms will prevail.
Contact for Cancellation Requests
Mercury Tour Operator
207/171, BT Road, Kolkata – 700036, West Bengal, India
Email: mercuryyt@gmail.com
Website: www.mercurytouroperator.com
Important: Cancellation requests must be submitted in writing and should be acknowledged by Mercury Tour Operator before the booking is considered cancelled. All
“Any dispute, claim or matter arising out of or in connection with the services provided by Mercury Tour Operator shall be subject to the exclusive jurisdiction of the competent courts in Kolkata, West Bengal, India.”
