Version 1.0
Last Updated: [14th July 2026]
This Refund and Cancellation Policy (“Refund Policy”) govern all cancellations, refunds, modifications,
rescheduling on our website, mobile application and all related products, services and features
(collectively, the “Platform”).
The Platform is owned and operated by Chomps Innovation Labs LLP (“Great D’Tour”, “Company”,
“we”, “our” or “us”).
By accessing, browsing, registering on or using the Platform, you acknowledge that you have read,
understood and agree to be bound by the terms of this Refund Policy, together with our Privacy Policy,
Terms and Conditions (“Terms”) and any other policies or guidelines published on the Platform from
time to time (collectively, the “Platform Policies”). If you do not agree to these terms, you must
immediately discontinue use of the Platform.
Capitalised terms used but not defined here shall have the same meanings as provided in the Terms.
In the event of any inconsistency between this Policy and the Terms on matters relating to cancellations,
refunds, modifications or Cover Notes, the Refund Policy shall prevail.
1. INTRODUCTION
1.1 Applicability
This Refund Policy applies to all Bookings made through the Platform and governs your rights and
remedies in relation to cancellations, refunds, rescheduling, no-shows, force majeure occurrences,
Cover Notes and chargebacks.
1.2 Incorporation By Reference
This Refund Policy is incorporated by reference into the Terms.
2. PAYMENT SRTUCTURE
2.1 Platform Payment Model
All payments relating to a Booking must be processed by the User through the Platform using its
authorised payment service provider. The User must pay the full Booking Amount as displayed at the
time of checkout. The Balance Amount, where applicable may be payable through the Platform within
the timeline specified at the time of Booking. Payments collected by the Company shall be processed
and settled to Hosts in accordance with the Company’s internal payout structure and arrangements with
the respective Host.
2.2 Anti-Circumvention
The User agrees not to bypass the Platform’s payment system in respect of payment of the Booking
Amount and / or the Balance Amount with a view to avoiding applicable fees, safeguards or policies.
The Company reserves the right to suspend accounts, cancel bookings and restrict participation or
listings in case of any attempt to circumvent Platform payments, in accordance with the Terms.
2.3 Refund Applicability
The refund applicable upon cancellation of a Booking by the User and / or the Host, shall depend on
the cancellation plan displayed at the time of Booking the relevant experience and the time at which the 
cancellation request is received by the Platform. Users are advised to read the cancellation plan
carefully prior to Booking any specific experience.
References in cancellation plans to the time before “trip start” shall be calculated by reference to the
scheduled commencement of the Booking as recorded on the Platform.
3. CANCELLATION BY USER
3.1 Host Cancellation Plans
Each Host selects a cancellation plan from the plan tiers provided by the Company. The applicable plan
and the resulting refund entitlements are displayed to the User prior to Booking and become binding
upon Booking. The User is advised to review the applicable cancellation plan carefully before
proceeding with the Booking.
3.2 Initiation Of Cancellation
All cancellation requests shall be initiated through the Platform or through such authorised support
channels as the Company may designate. The cancellation shall be deemed effective on the date and
time of acceptance and confirmation by the Platform (“User Cancellation”) and the refund eligibility, if
any, shall be determined by reference to such effective date and the cancellation plan applicable to the
Booking.
4. CANCELLATION BY HOST
4.1 User Election
Where a Host cancels a Booking Confirmation (“Host Cancellation”), the User may elect in respect of
all amounts paid through the Platform, either a full refund to the original payment method or a Cover
Note equivalent to the eligible refund amount, subject to the conditions set out in this Refund Policy.
The Platform shall communicate these options to the User within 5 (five) business days of Host
Cancellation.
4.2 Direct Payment
For any amount paid by the User directly to a Host outside the Platform’s payment system, the Company
shall not be responsible for refund, recovery or settlement of such amount.
4.3 Consumer Protection Safeguard
Notwithstanding the above, where a Booking is initiated through the Platform and the Host fails to deliver
the service or commits a material breach, the Company shall provide reasonable assistance in pursuing
the claim with the Host and shall use commercially reasonable efforts to facilitate recovery, adjustment
or compensation.
5. REFUND ELIGIBILTY AND PROCESSING
5.1 Eligibility
Refunds shall be available only to the extent provided under the cancellation plan applicable to the
Booking, which shall be displayed to the User prior to the Booking, and shall be accepted by the User
by submission of the Booking request.
5.2 No Refund Cancellations
The User must read and understand the applicable refund eligibilities for each type of experience, since
certain experiences (such as volunteer programmes) may not be eligible for any refund upon
cancellation.
5.3 Initiation Timelines
The Company shall initiate eligible refunds within 15 (fifteen) business days of approval for domestic
payments and within 30 (thirty) business days for international payments. The actual time taken for the
refund to reflect in the User’s account shall depend on the issuing bank, payment service provider and
card network, and the Company shall not be liable for any delays attributable to such third parties.
5.4 Bank Credit Window
Once the Company has initiated a refund in accordance with this Refund Policy and the refund
categories for the Booking, payment service provider’s standard refund processing window for crediting
refunds to the original payment instrument can be typically 5 (five) to 7 (seven) business days for
domestic non-card transactions and 5 (five) to 10 (ten) business days for card transactions, whether
domestic or international and in each case subject to processing by the issuing bank, the relevant card
network and any other intermediary financial institutions. The Company shall not be liable for any delays
in the initiation or crediting of refunds attributable to the payment service provider, issuing banks, card
networks or other intermediary financial institutions.
5.5 International and Cross Border Refunds
In case payments are made using international cards or cross border payment methods, refund
processing may take longer due to intermediary banking systems, foreign exchange processing and
card network requirements and may take approximately 14 (fourteen) to 21 (twenty-one) business days
or longer depending on the issuing bank and card network.
5.6 Source Refunds
All refunds initiated by the Company shall be processed, to the extent possible, only to the original
payment instrument used by the User at the time of payment. If the original payment instrument is no
longer active or accessible (for instance, closed bank account, expired card, or deactivated VPA), the
User shall promptly notify the Company, and the refund shall be processed in such alternate manner
as the Company and the payment service provider may permit, subject to Applicable Law and any
identity / account verification considered necessary by the Company.
5.7 Irrevocability of Refunds
Once an eligible refund has been initiated by the Company through the payment service provider, the
refund instruction cannot be cancelled, reversed or modified. Any subsequent grievance, recovery or
chargeback shall be treated as a separate matter by the Company and dealt with accordingly.
5.8 Refund Tracking and Reference Numbers
Upon initiation of an eligible refund, the Company may provide the User a refund identifier and, where
issued by the payment service provider or the banking partner, a unique bank reference number (such
as an ARN, RRN or UTR). The Company shall not be liable where any such reference number is not
available, is delayed or is not recognised by the User’s issuing bank.
5.9 Uncaptured or Failed Payments
Where a payment is initiated by the User but is not captured by the Platform (for instance, due to system
error, drop-off at checkout, or technical failure), the refund amount shall be auto-transferred to the User’s
original payment method in accordance with the standard processes of the payment service provider,
typically within 3 (three) days from the date of payment. No separate cancellation or refund request
from the User may be necessary for such uncaptured payments.
5.10 Non-Reversal of Payment Gateway Charges
Processing fees, platform subscription charges and transaction charges, including charges levied by
the payment service provider at the time of payment capture (including any merchant discount rate,
convenience fee or platform fee retained by the payment service provider) are not reversed at the time
of refund. Accordingly, the net amount credited to the User on refund may be lower than the gross
amount originally paid, to the extent of such non-reversible charges. A refund breakdown indicating
applicable deductions shall be made available to the User on processing of the refund.
5.11 Tax Treatment of Refunds
All refunds shall be processed in accordance with Applicable Law. Taxes, where applicable, may not be
reversed at the time of refund and shall be reflected in the relevant tax filings. Accordingly, the net
amount refunded to the User may be lower than the total amount originally paid on account of applicable
cancellation charges, tax adjustments, non-reversible deductions and payment service provider or
banking charges.
5.12 Discharge
Once a refund has been initiated by the Company to the original payment method or in such other
manner as agreed with the payment service provider, the Company’s obligation in respect of such
refund shall be deemed fully discharged.
6. COVER NOTES
6.1 Nature and Value
A Cover Note represents a fixed value equivalent to the eligible refundable amount and is a non-cash,
non-transferable and non-withdrawable credit issued in lieu of a monetary refund, redeemable for future
bookings on the Platform through the same User account. A Cover Note does not constitute legal tender
or a bankable instrument and is not redeemable for cash, save where required under applicable law. In
the event of suspension or termination of a User account as per the Terms, the Company reserves the
right to suspend or cancel any Cover Notes linked to such account, subject to Applicable Law.
6.2 Validity
Unless otherwise expressly specified at the time of issuance, each Cover Note shall be valid for a period
of 12 (twelve) months from the date of its issuance. Upon expiry, any unutilised balance shall lapse
without further liability on the part of the Company.
6.3 Usage and Restrictions
Cover Notes may be applied toward future bookings on the Platform across eligible experience
categories, unless restricted at the time of issuance. Redemption may be subject to blackout dates,
limited availability and specific conditions communicated by the Host and applicable to the selected
experience. The Company facilitates issuance, tracking and redemption of Cover Notes but does not
guarantee availability of any specific experience at the time of redemption.
6.4 Issuance
The Company may, at its discretion, and if made available as per of its specific cancellation terms
displayed at the time of Booking, choose to issue Cover Notes to the User, in lieu of monetary refunds,
in cases where the specified experience is cancelled by the Host for any reason, including Force
Majeure Events, if any. Issuance of Cover Notes by the Company shall be valid discharge of refund
obligations.
6. NO SHOW POLICY
6.1 Treatment of No-Show
Where the User fails to arrive at the designated location or fails to arrive on time for the Booking, the
booking shall be treated as a No-Show. In the event of a No-Show, the User shall not be eligible for any
form of refund.
6.2 Re-classification and Exceptions
A User who believes that the Booking has been incorrectly classified as a No-Show may raise a
complaint through the Platform within 24 (twenty-four) hours of the scheduled start time which shall be
reviewed by the Company in consultation with the Host. Exceptions may be considered, at the
Company’s sole discretion, in cases of medical emergencies, bereavement or other documented
exigencies.
7. BOOKING MODIFICATIONS AND RESCHEDULING
7.1 Eligibility
The User may request modification or rescheduling of a confirmed booking including changes to dates,
participant details or experience variant subject to Host availability, the applicable cancellation plan tier
and any category-specific conditions disclosed at the time of Booking. The Company does not
guarantee that any modification request shall be accepted.
7.2 Process
All modification requests shall be made through the Platform or through such authorised support
channels as the Company may designate and shall be processed in coordination with the Host. A
booking shall be deemed modified only upon confirmation by the Host and the Platform.
7.3 Fees, Charges and Price Differences
Modifications may be subject to rescheduling fees, price differences between the original and revised
booking and applicable taxes and charges, each of which shall be disclosed to the User prior to
confirmation of the modification. Where the modified booking price is higher, the User must pay the
differential amount and where the modified booking price is lower, the differential may be refunded to
the User in accordance with this Refund Policy.
7.4 Failed Modification Requests
Where a modification request is not permitted under the applicable plan tier or is not accepted by the
Host, the Company may, at its discretion, treat the modification as a cancellation, in which case the
cancellation and refund provisions of this Refund Policy shall apply.
8. FORCE MAJEURE EVENTS
8.1 Force Majeure
A ‘Force Majeure Event’ shall have the meaning provided to it in the Terms.
8.2 Reschedule and Cover Note Priority
Where a Force Majeure Event occurs prior to commencement of the experience, the Traveler shall, as
a first option, be offered rescheduling of the booking, if possible. Where rescheduling is not possible,
the cancellation shall be processed in accordance with the cancellation plan applicable to the Booking.
8.3 Partial Delivery
Where a Booking is interrupted after commencement of the experience due to a Force Majeure Event,
the Booking shall be treated as partially delivered and the User may be eligible for a pro-rated refund
for the undelivered portion at the Company’s reasonable discretion and permission of the Host, and the
recoverability of costs, if any.
8.4 Limitation
The Company does not guarantee refunds in all Force Majeure Events but shall act in good faith to
facilitate fair outcomes for the User in accordance with the agreement with the Host.
9. DISQUALIFICATION DURING THE EXPERIENCE
Where the User is removed from an experience on account of misconduct, safety violations, illegal
activity or non-compliance with the instructions of the Host, or disregard of applicable safety protocols
or the Terms, the User shall not be entitled to any refund.
10. CHARGEBACKS
10.1 Pre-Chargeback Requirement
Before initiating any chargeback with their bank, payment network or card issuer, the User shall first
raise a complaint through the Platform’s grievance mechanism set out in this Refund Policy and as per
the Terms. Initiation of unwarranted or improper chargebacks may result in suspension or termination
of the User’s account, recovery actions and legal proceedings, in addition to any other rights and
remedies of the Company under the Terms and applicable law.
10.2 Representment and Cooperation
Where a chargeback is nonetheless initiated by the User with their issuing bank, the Company shall be
entitled to represent (contest) the dispute through the payment service provider within the timelines
stipulated by the relevant card network or banking partner (typically within 3 (three) business days of
receipt of the chargeback notice by the Company). The User shall reasonably cooperate with the
Company in such representment by providing accurate information and supporting documents to enable
the Company to defend the dispute. The Company reserves the right to set-off any chargeback amount
eventually borne by it against any future entitlements of the User on the Platform.
10.3 Dispute Lifecycle
The User acknowledges that disputes raised through their issuing bank may progress through standard
banking-network stages including retrieval requests, chargebacks, pre-arbitration and arbitration in
accordance with the rules of the relevant card network or banking partner and the standard processes
of the payment service provider. The Company shall use commercially reasonable efforts to address
such disputes but does not guarantee any particular outcome and the outcome of any such proceedings
shall be binding on the User.
11. FRAUD PREVENTION
To protect bona fide Users and the integrity of the Platform, the Company reserves the right to reject
fraudulent or vexatious refund or cancellation claims, suspend or terminate accounts and initiate
appropriate legal action, in accordance with the Terms and applicable law.
12. LIMITATION OF LIABILITY
The Company’s liability under or in connection with this Refund Policy is governed by and shall be
limited in accordance with the limitation of liability and indemnification provisions of the Terms.
13. GRIEVANCE REDRESSAL
Any complaint, query or grievance arising in connection with this Refund Policy may be raised through
the Platform’s grievance redressal mechanism as set out in the Terms.
14. DISPUTES AND GOVERNING LAW
This Refund Policy shall be governed by the laws of India. Any dispute, claim or controversy arising out
of or in connection with this Refund Policy shall be resolved in accordance with the dispute resolution
and governing law provisions of the Terms, which shall apply mutatis mutandis to this Refund Policy.
15. MODIFICATIONS TO THIS POLICY
The Company may amend or update this Refund Policy from time to time. Where any amendment
materially affects refund entitlements, cancellation terms, or chargeback rights, the Company shall
provide prior notice to Users by electronic communication or by notice on the Platform and shall reflect
the revision with a revised ‘Last Updated’ date. Continued use of the Platform after the effective date of
any revised Refund Policy shall constitute the User’s acceptance of such revised Refund Policy. Where
fresh consent is required under applicable law, the Company shall obtain such consent in the manner
prescribed.
16. ACCEPTANCE
By completing any Booking on the Platform, the User confirms that they have read, understood and
accepted the terms of this Refund Policy, and the displayed cancellation plan applicable to the Booking.