1.1 Introduction

This Refund Policy applies to all services and products booked through SoloGo Global Private Limited (“SoloGo”, “we”, “us”, “our”) at SoloGo.in, whether booked via our website, mobile app, or customer support channels.

This policy governs the refund procedures, timelines, and conditions that SoloGo follows, subject to the terms and conditions, the rules of the underlying service provider (airlines, hotels, transport, visa license authorities), and applicable Indian laws (including the Consumer Protection Act).

1.2 General Refund Principles

1. Refund Eligibility:
   Refunds may be processed when a booking is cancelled by the customer with due notice, or when a third-party supplier (airline, hotel, operator, visa authority, etc.) initiates a refund due to schedule changes, cancellations, or service deficiencies.

2. Source of Refund:
   Refunds for cancelled services will be credited to the original payment method (bank account, credit/debit card, UPI, etc.) unless required otherwise by law or expressly agreed to in writing. This aligns with consumer protection rulings that require refunds to be made to the original payment source.

3. Fee and Deductions:
   SoloGo retains the right to deduct applicable service charges, cancellation fees, or penalties levied by third-party suppliers from the refundable amount. Any such deductions will be disclosed in your booking confirmation or invoice at the time of booking.

1.3 Refund Timelines

• Supplier-initiated refunds:
  If a third-party supplier (e.g., airline) confirms a refund, SoloGo will initiate the refund process immediately upon receipt of the funds from the supplier.

• Customer cancellations/adjustments:
  SoloGo will process refunds within 15–30 working days from the date of confirmation of cancellation by the supplier or SoloGo, or as per the respective supplier’s policy timelines.

• In all cases, SoloGo shall strive to ensure that refunds are issued within reasonable timelines, but timeframes may vary based on banking, payment gateways, or supplier processing durations.

1.4 Non-Refundable Situations

Refunds may not be available where:

• The third-party supplier’s policy classifies the service as non-refundable.

• Cancellation occurs after the expiry of allowed refund timelines.

• Fees or taxes (e.g., government/service taxes) are non- refundable as per the supplier or statutory laws.

• Booking was made with special, promotional, or restricted fares with explicit non-refund clauses.

1.5 Disputes & Consumer Rights

Customers retain all rights under the Consumer Protection Act with respect to deficiency of service, unfair cancellation or refund delays/cancellations. SoloGo encourages customers to provide documentation to support refund requests and will cooperate in dispute resolution processes.