Cancellation and Refund Policy

01Booking and payment

• There is no contract between Suzu Travels and you until we have received the advance for your package.
• The advance amount is written in your quotation. It confirms the booking and locks the rate quoted to you.
• Once the advance is received, we send a written confirmation with your hotels, cab details, dates and service contact numbers. Please carry it on your trip.
• The balance is paid before your trip starts, on the date written in your confirmation. If the advance or the balance is not paid, Suzu Travels may stop or withhold the services.
• Final confirmations are accepted in writing only. No discount is given after the confirmation has been issued.
• GST and other taxes are charged as shown in your quotation.

How to pay

• Online: on our Payment page through Razorpay — UPI, debit and credit cards, net banking and wallets. You get a receipt by email.
• Bank transfer or UPI: only to the official Suzu Travels accounts listed on the Payment page.

02If you cancel

• Please send your cancellation in writing, by email to info@suzutravels.com or on WhatsApp at +91 70874 88961, from the phone number or email used for the booking. The date we receive it is the cancellation date.
• The advance is non-refundable in every case, including accident, illness or any other personal reason.
• If you have paid more than the advance, we refund the extra amount after deducting any costs already committed to hotels, transporters, airlines or railways that they do not refund to us. We share the details of any deduction with you.
• No refund is due for a no-show, for leaving a tour midway, or for services on the itinerary that you choose not to use (meals, sightseeing, nights).

03Changing your travel date

Instead of cancelling, you can move your trip to a new date.

• One date change is allowed per booking, to a date within 6 months of the original travel date. Please ask before your original start date.
• Your advance is carried forward to the new date.
• Hotel and transport rates change with the season. If the new date costs more, you pay the difference; if it costs less, we adjust it against your balance.
• If the rescheduled trip is later cancelled, the advance is not refunded.

04If we cancel or change your trip

• If Suzu Travels cancels your trip for a reason within our control, we refund everything you have paid, or offer you another date or trip if you prefer.
• If a hotel on your itinerary becomes unavailable, we book another of a similar or higher category, as close to the original as possible.
• We may re-order sightseeing days, for example when a monument or road is closed on a given day, so that the tour runs smoothly.

Weather, roads and other events beyond our control

Mountain travel can be affected by snow, landslides, road closures, heavy traffic, strikes, curfews, government orders, technical faults or natural calamities. In such cases:

• we do our best to re-route or reschedule your trip;
• extra costs (for example an extra night or a longer route) are paid by the guest directly;
• unused services are refunded only to the extent that the hotel or transporter refunds them to us.

05How refunds are paid

• To ask for a refund, email info@suzutravels.com or message us on WhatsApp with your booking reference, payment details and the reason.
• Approved refunds are processed within 5–7 working days of approval, to the original payment method (card, UPI or bank account).
• After we process a refund, your bank or payment provider may take a few more days to show it. Suzu Travels is not responsible for delays caused by banks or payment gateways.
• If a refund is delayed for any other reason, we will tell you promptly.

06Good to know before you travel

• Packages can be customised to your requirements before confirmation.
• Air-conditioning is not used in vehicles in hill areas (most of North India and the North East).
• Vehicles are booked point to point, as per the itinerary, and are not at disposal.
• Standard hotel check-in is 12:00 noon and check-out is 10:00 AM; timings vary by hotel. Early check-in depends on availability.
• Meals are served at the hotel’s set timings. We are not responsible for meals not taken.
• In Himachal and other hill destinations, hotels are graded by location, services and cost rather than by star rating, and facilities may be simpler than in big cities.
• All travellers, including children, must carry a valid government photo ID. Foreign nationals must carry their passport and visa.

07Questions and complaints

For any question about a booking, cancellation or refund, contact us at info@suzutravels.com or +91 70874 88961 (calls and WhatsApp).

Grievance Officer, Suzu Travels
Suzu Travels, NH103 Roadside, Ghumarwin, District Bilaspur, Himachal Pradesh 174021, India
Email: info@suzutravels.com · Phone / WhatsApp: +91 70874 88961

We acknowledge every complaint within 48 hours and aim to resolve it within 30 days.

Please also read our Terms and Conditions and Privacy Policy.