Cancellation & Refund Policy

1 Scope

This Policy applies to all stays, experiences, transport, treks, festival packages and itineraries booked on www.mbtsofficial.com, operated by MountainBliss Travel & Stay LLP ("MBTS"). It forms part of the MBTS Terms & Conditions.

2 How to Cancel

Cancel through the Contact page on www.mbtsofficial.com or the MBTS support contact given in your booking confirmation, quoting your booking ID. A cancellation is effective from the time MBTS confirms it in writing (email or WhatsApp). Cancellations made directly with a host, driver or provider without MBTS's written confirmation are not valid.

3 Platform Coordination Fee

• The Platform Coordination Fee shown at checkout covers trip planning, partner coordination, documentation and support.
• It is not refunded when the guest cancels, including under force majeure.
• It is refunded in full if MBTS or a partner cancels, or if MBTS cannot confirm the booking.

4 Guest Cancellation: Homestays, BnB and Camping

5 Hotels

Each hotel chooses one of three policies, shown on the listing and in the booking confirmation. Where a hotel listing shows one of these, it applies in place of Clause 4:

6 Cabs, Rentals, Experiences, Treks and Festival Packages

Cancellation terms for each cab, rental, experience, trek or festival package are shown on its listing and in the confirmation before payment. Where none are shown, the table in Clause 4 applies, counting days from the service date. Multi-day itineraries follow Clause 4 counted from the first day of the trip.

7 Group Bookings

Group bookings of 8 or more guests follow the written cancellation terms on the group quote. The 30% advance paid to confirm a group booking is non-refundable.

8 Force Majeure

If travel is prevented by any of the following, MBTS refunds 50% of the accommodation or service amount regardless of the timelines above, or offers to move the booking to new dates where the partner agrees:

• Government travel bans, state shutdowns, bandhs or curfews
• Floods, landslides, earthquakes or other natural disasters that block the route or destination
• Inner Line Permit rejection or last-minute permit suspension by the state government
• A verified medical emergency, supported by a certificate from a registered medical practitioner
• A national emergency declared by the Government of India

Claims must reach MBTS within 48 hours of the event, with supporting documents. Late or undocumented claims follow the standard timelines.

9 Cancellation by MBTS or a Partner

• If a host, hotel, driver or provider cancels or cannot honour a confirmed booking (including overbooking), MBTS will first offer an equivalent or better alternative at no extra cost.
• If no acceptable alternative is available, or the guest declines it, the guest receives a 100% refund of the amount paid, including the Platform Coordination Fee.
• If MBTS cannot confirm a booking after payment, the full amount, including the Platform Coordination Fee, is refunded.

10 Itinerary Changes for Safety or Operations

Where MBTS changes an itinerary because of weather, road closures or other external factors, it will offer an equivalent or better alternative at no extra cost where possible. Refunds for forced changes are assessed case by case. Guests who decline a reasonable alternative are not entitled to a refund for the missed part.

11 Termination for Guest Conduct

If MBTS ends a booking mid-trip because a guest's conduct is harmful, illegal or seriously disrespectful, no refund is due for the unused part of the booking.

12 Failed and Duplicate Payments

If money is debited but no booking confirmation arrives within 24 hours, contact MBTS with the transaction ID. Failed or duplicate debits are refunded in full, usually reversed by the bank within 5 to 7 working days.

13 Refund Method and Timeline

Refunds are made only to the original payment method, or for offline payments to the paying bank account. MBTS does not refund in cash.

14 Chargebacks

Please contact MBTS before raising a chargeback with your bank so the issue can be resolved quickly. MBTS may share booking, cancellation and delivery records with Razorpay and the bank to respond to a chargeback.

15 Refund Disputes and Grievance Officer

Refund complaints should be raised within 48 hours through the Contact page on www.mbtsofficial.com. MBTS acknowledges within 24 hours and gives a final resolution within 5 business days. If unresolved, the matter may be referred to mediation under the Arbitration and Conciliation Act, 1996, without affecting rights under the Consumer Protection Act, 2019.

Grievance Officer Details

Name

Sourabh Kumar Soni

Designation

Designated Partner, MountainBliss Travel & Stay LLP

Address

Mallappa Camp, Kirandul, Dantewada, Chhattisgarh - 494556

Contact

Through the Contact page on www.mbtsofficial.com