Cancellation and Refund Policy

Last Updated: April 21, 2025

At Ternout, we aim to ensure that every traveler and user of our platform has a seamless experience. While we facilitate bookings via verified third-party vendors, cancellations and refunds are subject to both platform policies and vendor-specific terms. Please review the following carefully:

1. General Cancellation Policy

• Cancellation requests must be made within 7 days of placing the order and at least 15 days prior to the scheduled travel date to be considered for a full refund.
• If a vendor has already confirmed or initiated service arrangements, the cancellation may not be possible, and a refund will not be guaranteed.

2. Non-Cancellable Products & Services

• Some travel services, such as last-minute bookings, limited availability adventure activities, or customized holiday packages, may not be eligible for cancellation once confirmed.
• Packages booked under seasonal deals, promotional offers, or flash sales are non-refundable, unless otherwise specified.

3. Damaged, Misrepresented, or Incomplete Services

• If the user feels the service received was incomplete, damaged, or not as described, the issue must be reported to our Customer Service Team within 7 days of the scheduled service date.
• Ternout will investigate the matter in coordination with the vendor, and if the complaint is found to be valid, a partial or full refund may be approved at our discretion.

4. Refund Timeline

• Once a cancellation/refund request is approved, refunds will be processed within 7–14 business days to the original payment method.
• Processing time may vary depending on the bank or payment provider.

5. Vendor-Specific Policies

• In cases where the vendor has a stricter or separate refund/cancellation policy, those terms will override Ternout's general policy.
• These vendor terms will be displayed clearly at the time of booking.

6. Complaints with Warranty-Based Products/Services

• If a booked experience includes third-party services with warranty or assurance, the user is advised to contact the service provider directly for claims or disputes.

7. Force Majeure

• No refunds shall be granted for cancellations arising due to natural calamities, government restrictions, strikes, epidemics, political unrest, or any other force majeure events beyond our control.

8. Contact for Cancellations and Refunds

• Email: hello@ternout.com
• Support Hours: 10 AM – 6 PM IST, Monday to Saturday
• Address: Panjabari, Guwahati, Assam, India