Cancellation & Refund Policy

1. Overview

Valyzen Travel is a technology platform that facilitates flight bookings through our airline and supplier partners. Whether a booking can be cancelled or changed, and how much is refunded, is determined by the fare rules of the airline that operates your flight. This policy explains how cancellations and refunds work on our platform and summarises the refund protections you have under Indian civil aviation rules.

2. Your Refund Rights (DGCA)

Under the Directorate General of Civil Aviation (DGCA) Civil Aviation Requirements (CAR Section 3, Series M, Part II), even on a non-refundable ticket the airline must refund the statutory and non-utilised components of your fare when you cancel, including:

• Government and statutory taxes;
• User Development Fee (UDF) and Passenger Service Fee (PSF), where applicable;
• Any other non-utilised, refundable charges.

An airline’s cancellation charge may not exceed the basic fare plus fuel surcharge. The exact cancellation charge and the refund you will receive are set by the operating airline and are always shown to you before you confirm a cancellation on our platform.

3. How to Cancel a Booking

You can cancel a booking through the following methods:

1. Online: Sign in, go to My Trips, select the booking, and choose “Cancel Booking.” The applicable refund amount is displayed before you confirm.
2. Email: Send a cancellation request to support@valyzen.com with your booking reference (PNR) and the email address used for the booking. We will action your request promptly.

4. Refund by Fare Type

Refund eligibility after any airline-mandated free-cancellation window depends on the fare you purchased:

The exact cancellation fee and refund amount are determined by the operating airline and are displayed before you confirm the cancellation.

5. Convenience Fee & Negotiated Fares

Valyzen’s convenience fee (shown as a separate line in your all-in price) is non-refundable once a booking is confirmed with the airline, except where the airline cancels or materially reschedules your flight.

If you booked a negotiated fare, your refund is based on the price you actually paid. Modifying a booking may re-price the new itinerary at the airline’s standard rate; the negotiated price applies only to the original booking.

6. Flight Changes & Modifications

Date changes, route changes, and passenger name corrections are subject to the airline’s change policy and may incur fees. You can request changes from the booking detail page or by contacting support@valyzen.com.

7. Airline-Initiated Cancellations & Schedule Changes

If the airline cancels your flight or makes a significant schedule change, you are generally entitled, at your option, to:

• A full refund of the fare paid, or
• Rebooking on an alternative flight at no additional cost.

We notify you by email of airline-initiated changes and help with rebooking or refund processing.

8. Refund Processing Times

Once a cancellation is confirmed, refunds are returned to your original payment method. In line with DGCA guidance, airlines are expected to process eligible refunds within about 7 working days for credit/debit-card and other online payments; the time for the amount to appear depends on your bank or payment provider. Refunds routed through the operating airline may take longer, and we will keep you informed of the status.

9. No-Show Policy

If you do not board your flight without cancelling in advance (“no-show”), the airline will typically forfeit the fare, and remaining segments (including return flights) may be cancelled. Even so, statutory taxes and non-utilised fees generally remain refundable — we recommend cancelling in advance if you cannot travel.

10. Disputes & Grievances

If you believe a refund has been incorrectly denied or delayed, please contact us at support@valyzen.com with your booking reference; we will investigate and respond within 5 business days. Unresolved grievances can also be escalated to our Grievance Officer.

For air-travel grievances you may also use the Government of India’s AirSewa portal, or approach the appropriate consumer forum under the Consumer Protection Act, 2019.

11. Contact Us

• Email: support@valyzen.com
• Online: Sign in and visit My Trips > Select Booking > Cancel Booking