Refund Policy

Refunds Policy for Moody Journeys by Flytrail

We've written this policy to be as clear as possible. Please read it before you book understanding it upfront avoids unpleasant surprises later. If anything is unclear, reach out to us before confirming your booking.

Important: A different cancellation policy applies to Kenya trips. Please read the section that applies to your destination.

1. Your Payment Schedule

Every Moody Journeys trip follows a structured payment schedule:

  • Booking Fee - paid at the time of booking to secure your spot.

  • Second Payment - a partial payment due at a date confirmed in your invoice (for trips requiring visa or eTA processing, this is typically due before the visa application stage).

  • Final Payment - the remaining balance, due before departure at the deadline stated in your invoice.

The exact amounts and deadlines will be confirmed in your booking invoice. Please treat that document as your primary reference alongside this policy.

2. Cancellation Policy — All Trips Except Kenya

If you need to cancel your booking, the following schedule applies:

  • Booking fee: Non-refundable

  • More than 90 days before departure: 70% refund of paid up amount apart from the booking fee 

  • 61–90 days before departure: 50% refund of paid up amount apart from the booking fee

  • 45–60 days before departure: 30% refund of paid up amount apart from the booking fee

  • 30 days prior to departure: No refund

3. Cancellation Policy — Kenya Trips

Kenya trips involve early-stage supplier commitments — safari camps, conservancy fees, and specialist vehicles are booked well in advance and are often non-recoverable. This is reflected in the policy below.

  • Booking fee: ₹50,000 - non-refundable in all cases.

  • More than 90 days before departure: FULL REFUND OF ALL PAYMENTS apart from the booking fee 

  • 61-90 days prior to departure: 50% refund of paid up amount apart from the booking fee

  • 45-60 days prior to departure: 25% refund of paid up amount apart from the booking fee

  • Less than 45 days before departure: no refund, as bookings with hotels and activities are non-refundable by this stage 

Payment schedule for Kenya:

  • Booking Fee: ₹50,000 (non-refundable)

  • Second Payment: 50% of remaining package cost, due at least 90 days before departure

  • Final Payment: Balance, due at least 60 days before departure

Why Kenya is different: Safari accommodation, conservancy permits, and specialist game vehicles must be booked and paid for months in advance. By the 45-day mark, these costs are entirely non-recoverable on our end. The policy reflects that reality, not a commercial decision.

4. Visa Rejection & Visa Delays

We understand that visa outcomes are not always in your hands. Here is exactly how we treat genuine visa-related cancellations:

If your visa is rejected by the embassy:

  • Your booking fee will not be refunded in cash. It will be converted to a credit note of equal value, valid against any future Moody Journeys or Flytrail trip, with no expiry provided the trip is confirmed within a reasonable timeframe.

  • Your second payment will be refunded in full by bank transfer to your original payment account, provided the rejection is genuine and supported by official communication from the embassy or consulate.

If your visa is delayed and arrives after your trip has already started:

The same applies — booking fee converted to a credit note, second payment refunded by bank transfer. No refund is available for final payments made or costs already committed at the time of the delay.

These visa refund terms apply only where the rejection or delay is genuine and outside your reasonable control. See Section 5 below for situations where this protection does not apply.

5. Visa Negligence — When Standard Cancellation Applies

We guide you through the visa process as much as we can. In return, we expect you to take it seriously. The following will be treated as wilful cancellation and the standard cancellation schedule in Section 2 or 3 will apply — the visa-specific terms in Section 4 will not:

  • Failure to respond to calls or emails from the embassy or consulate in a timely manner.

  • Failure to submit documents or information requested by the embassy.

  • Failure to follow embassy instructions or attend scheduled appointments.

  • Submitting incomplete, inaccurate, or misleading information in your visa application.

  • Any other act or omission that, in Moody Journeys' reasonable assessment, contributed to the rejection or delay.

Why this clause exists: A visa rejection caused by the applicant's own inaction results in real costs on our side — operator bookings, accommodation deposits, vehicle reservations — that cannot be recovered. This clause ensures those losses are not unfairly absorbed by Moody Journeys.

If a dispute arises about whether negligence occurred, our assessment will be based on documented communication records — embassy correspondence, response timestamps, and your booking file. We strongly encourage you to keep us informed throughout your visa process so we can support you and build an accurate timeline.

6. If Moody Journeys Cancels

We rarely cancel tours. When we are compelled to do so and no suitable alternative can be offered, we will refund you in one of the following forms depending on the circumstances and costs already committed:

  • A credit note valid against any future Moody Journeys or Flytrail trip.

  • A bank transfer refund to your original payment account.

  • A combination of both — part credit note and part bank transfer — where a mixed approach is appropriate.

Please note: Any refund — in whatever form — is strictly limited to the amount paid directly to Moody Journeys for the tour. We are not responsible for and will not reimburse flight tickets, visa fees, travel insurance premiums, or any other costs you incurred in connection with the trip.

How we decide the refund form: The form will be determined based on the reason for cancellation, the timing, and costs already committed to operators on your behalf. We will communicate clearly and discuss it with you. Our goal is always the most practical and fair outcome for both sides.

7. Force Majeure — When Trips Operate & When They Don't

If Moody Journeys is forced to cancel due to circumstances entirely beyond our control — natural disasters, extreme weather making travel impossible, active armed conflict, a pandemic-related government shutdown, or a formal travel advisory issued against the destination by the Indian government or your government of residence — we will offer a rescheduled trip or credit note where possible. We are not obligated to provide a cash refund in genuine force majeure situations, as operator costs are often already committed and non-recoverable.

Clients cannot invoke force majeure to cancel. If commercial flights from your home country or first port of departure to the destination are operational, and no travel advisory has been issued against the destination, the tour is considered fully operational. Choosing not to travel under those conditions — for any personal reason including health concerns or perceived risk — will be treated as a standard cancellation under Section 2 or 3. No special refund terms apply.

The test is straightforward: Flights running + no travel advisory = trip is on. Any decision not to travel in those circumstances is yours, and the financial consequences are yours too.

8. Medical Cancellations

If you need to cancel due to a medical emergency affecting you or an immediate family member, we are genuinely sorry and will do our best to support you through the process.

However:

  • The cancellation will still be subject to our standard cancellation schedule based on timing.

  • Recovery of your trip investment for medical reasons must be sought through your travel insurance. This is precisely why comprehensive trip cancellation cover is a mandatory condition of booking.

  • We will provide all documentation needed to support your insurance claim promptly.

We will not override the cancellation policy for medical reasons — but a good travel insurance policy should cover you in full.

9. No-Shows & Partial Use

If you do not arrive for the tour, or if you leave the tour partway through, no refund will be issued for unused days or services. This applies without exception, regardless of the reason for non-arrival or early departure.

10. How to Request a Refund

  1. Email us at hello@flytrail.com with your booking reference number and the reason for your cancellation.

  2. We will acknowledge your request within 3 working days.

  3. Once a decision is made, the refund will be processed within 14 working days.

  4. Refunds are issued to the original payment method wherever possible. Bank transfer refunds will be made to the account from which the payment was received.

11. Refund Disputes

If you disagree with a refund decision, write to us at hello@flytrail.com. We will review your case and respond within 7 working days. If the matter cannot be resolved directly, it will be subject to the dispute resolution process outlined in our Terms & Conditions - mediation first, then binding arbitration under Indian law in Siliguri, India.

12. Policy Changes

We reserve the right to update this refund policy at any time. The version in effect at the time of your booking applies to your trip. Any changes going forward will be published on our website.


Moody Journeys by Flytrail

Last updated: 2026