Cancellation Policy

CANCELLATION & REFUND POLICY

General cancellation and refund policy

This General Refund Policy (along with the specific booking/ cancellation conditions set out in the offer and as outlined below) sets out the circumstances in which Voyqa may provide refunds to customers in respect of an offer.

In addition, except as expressly set out in the cruise cancellation policy outlined below, cruises purchased through Voyqa are subject to the refund policies of the respective cruise operators (please refer to the Fine Print of a package for more detail).

Voyqa will provide refund only in cases as under:

• Where the cancellation terms of the specific offer (as outlined in the ‘Fine Print’ or the specific terms of the offer) expressly allow for a refund; or
• Prior to the redemption of the offer and during the validity period (as provided in the fine print of the offer) the provider of the offer ceases trading permanently or officially enters into administration or liquidation.
• We are required by law to do so.

Circumstances that do not qualify for refunds

For the avoidance of doubt, the following are circumstances that DO NOT qualifies for refunds:

• where customer have failed to read the Specific Terms and Conditions of the offer (located under 'The Fine Print' section in the Deal or as set out under the specific cancellation policies below), or the General Terms and Conditions; or
• if customer change his/her mind (except where such change of mind and request is within the required cancellation periods outlined in the relevant cancellation policy);
• if customer purchase a “Buy Now, Choose Dates Later” option and are unable to obtain the preferred dates after the required ‘book by’ period outlined in offer;
• if customer purchase a “Buy Now, Choose Dates Later” option, choose dates and then subsequently wish to change to other dates which are not available;
• if customer are a ‘no-show’ and/or fail to check-in on the booking date.
• if the merchant on behalf of whom Voyqa are advertising the offer does not honour the terms of the offer because customer have failed to present a booking confirmation on redemption; or
• if customer cannot redeem the offer prior to the end of the redemption period due to travel commitments; or
• if customer cancel a scheduled booking such that the cancellation voids the package in accordance with the merchant’s cancellation policy
• if the Deal experience did not meet customer general expectations (for whatever reason);
• if customer have had a dispute with the business on behalf of whom we are advertising the offer; or
• if the Business does not have availability to redeem customer package because customer have not attempted to make a booking within a reasonable period of time (as determined by Voyqa) from the expiry date.

Force Majeure

For the purpose of this clause a “Force Majeure Event” includes (but is not limited to) means any act, event or cause including earthquakes, cyclones, floods, fires, lightening, storms or other acts of God, strikes or industrial disputes, riots, terrorist acts, civil disturbances, breakages of machinery, or industrial conditions, or arising out of any other unexpected and exceptional cause, delays in transportation and dispositions or orders of governmental authority (including, without limitation, as a result of novel coronavirus (COVID-19) (whether new or existing), which prevents a trip to commence, continue or be completed.

If customer hotel/resort or cruise booking is cancelled or is not able to be taken due to a Force Majeure Event (as defined above), Voyqa will offer you a choice to change the dates of package/tour/stays subject to the availability with the vendor.

Any credit resulting from a cancellation under this clause will be forwarded and transferred to the bank account used for making the payment/purchase.

Otherwise, except as set out above, Voyqa will not be liable for any loss or damage incurred or suffered by the customer (including but not limited to) any cost, expense or loss incurred or suffered in connection with the booking or services associated with the booking.

Submitting a request for a refund

A request for a refund must be submitted via WhatsApp and Phone number provided on Contact Us ?page of the Voyqa Website. All customers requesting a refund will be required to provide full particulars as to why they are seeking a refund in accordance with this policy.

Voyqa will verify

Voyqa will verify the validity and veracity of some or all of the particulars of a request for refund by consulting with the relevant merchant responsible for fulfilling the offer. Voyqa may also ask customer (by phone or email) to provide additional information in relation to the refund request.

Voyqa may refuse request

In circumstances where Voyqa believe that a request for a refund does not fall within the scope of this Policy, is misleading, incorrect and/or deceptive or is otherwise invalid, Voyqa may, in its absolute discretion, refuse a refund request. Voyqa is under no obligation to provide customer with reasons as to why your request has been refused. Please note, any fraudulent refund requests will be immediately referred to the relevant legal authorities.

Refund to Bank Account

The refund will be credited to the Bank Account used to purchase the offer. Any refund provided by Voyqa is in no way an admission of liability by or on behalf of Voyqa or the admission of any other fact in connection with any act or omission which led to the request for a refund being submitted by the customer.

Change to policy

Voyqa may change this Policy at any time at our absolute discretion by posting the revised policy on this Website. It is the customer responsibility to review the terms of this Policy regularly. Customer’s continued receipt of Voyqa’s daily emails will constitute acceptance and acknowledgment of the terms of this Policy.

Contact information

Any feedback or questions regarding this Policy should be emailed to? [email protected].

ADDITIONAL INFORMATION

Land Package Cancellation Policy

If the trip is cancelled for any reason what-so-ever, including cases of voluntary cancellation by the customer, the cancellation charges as mentioned in the brochure or the itinerary will apply. In the absence of any such information, the following cancellation charges will apply:

** Note: Transfer of the amount to the bank will be subject to deduction of service charges as levied by Bank.

Cruise Cancellation Policy

• In case of cancellation before 45 days of travel date, 30% of booking amount will be levied as cancellation fee
• In case of cancellation within 45 days of travel date, cancellation charges are based on Cruise operator’s cancellation policy

In addition to the General Refund Policy outlined above the customer’s right to a refund will depend on the specific cancellation policies relevant to the product that customer purchase.

‘7-day change of mind guarantee’? Booking may be cancelled with a full refund provided that cancellation occurs strictly within 7 days from the date of purchase and provided that the cancellation is made no less than 30 days prior to the check-in date.

Last Minute deals are not refundable.

Further, customer will be required to produce a booking confirmation at check in. In the event that customer forget, lose, misplace or have the confirmation stolen, customer will be required to produce another copy of the confirmation. Neither Voyqa, nor the merchant, shall be required to provide any refund or a replacement booking or product, in the event that you fail to produce a travel booking confirmation upon request.

Change of Dates – Customer are permitted to make one (1) change to the date of booking provided such change is made no less than 30 days prior to the commencement of the original booking date and provided customer choose dates which are of an equal value and are available on the Website. Any change to the booking date must be made on the Website and is strictly subject to availability.

Miscellaneous

In case of service disruption at the destination due to natural reasons like weather or calamities, services will be either rescheduled or stand cancelled based on the situation and service provider policy.