Refund Policy

This Refund Policy outlines the terms governing refunds processed through the CRM system of BIENBON VOYAGE PRIVATE LIMITED (“Company”, “we”, “our”, “us”). By using this CRM, users acknowledge and agree to the conditions below.

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1. General Refund Principles

• All refunds are processed in accordance with vendor, airline, hotel, DMC, and supplier policies.

• The Company acts only as a facilitator; refund eligibility depends on the service provider’s rules.

• Refund requests must be genuine, verifiable, and supported by valid documents or booking references.

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2. Eligibility for Refund

Refunds may be initiated for:

• Cancellations permitted under the supplier’s policy

• Duplicate payments

• Failed transactions where the amount was deducted but no booking was generated

• Overpayments or wallet mismatches verified by finance

• Service errors attributable to the Company

Refunds are not applicable where:

• Supplier terms strictly mark the booking as non-refundable

• The user fails to comply with cancellation timelines

• No valid proof of payment or booking is provided

• Amounts belong to third-party vendors or offline partners requiring manual clearance

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3. Wallet & Add Fund Refunds

• Funds added to the CRM Wallet are non-returnable to the bank, except in cases of:

  • System error

  • Duplicate credit

  • Failed payment confirmation

• After a wallet balance is used for a booking, refunds (if eligible) return back to the Wallet, not the bank.

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4. Processing Time

Refund processing timelines depend on the nature of the transaction:

• Supplier-approved refunds: 7–21 working days

• Wallet corrections or adjustments: 1–3 working days

• Failed payment refunds: 5–10 working days (as per payment gateway rules)

Processing time may vary based on supplier approval and banking networks.

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5. Documentation Required

To initiate a refund, users may be required to submit:

• Booking ID

• Payment receipt or transaction reference

• Cancellation confirmation (if applicable)

• Email or proof of supplier authorisation

Incomplete documentation may delay processing.

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6. Mode of Refund

Refunds may be credited in one of the following ways:

• Original mode (as per payment gateway regulations)

• CRM Wallet

• Credit note, if requested or mandated by the supplier

• Internal balance adjustment for corporate clients

Bank transfers are processed only when permitted under supplier policy.

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7. Deductions & Charges

Refund amounts may be subject to:

• Supplier cancellation charges

• Service fees

• Payment gateway charges

• Fare differences or tax adjustments

• Any penalties applicable as per the booking category

The Company will provide the breakup wherever available.

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8. Non-Refundable Situations

No refund shall be processed in cases involving:

• No-show bookings

• Invalid traveller documentation

• Misrepresentation of details

• Force majeure conditions where suppliers decline refunds

• Bookings made under special non-refundable fares

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9. Dispute Resolution

Any dispute regarding refund amount, deductions, or delays will be reviewed by our internal Finance Team.
Their decision will be final, subject to provider policies and documentary evidence.

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10. Contact for Refund Queries

For all refund-related communication, users may contact:

BIENBON VOYAGE PRIVATE LIMITED
Email: business@bienbonvoyage.com
Phone: 8153002969