Refund policy

Last updated [DATE]

You're paying us upfront for a trip that hasn't happened yet, often several weeks out. This page sets out exactly how you get your money back when you're owed it, and how long it takes.

We hold your payment until your trip's start date and pay the operator afterwards. That's the single most important thing here: if a trip is cancelled before it begins, your money is still with us, so refunding you doesn't depend on getting it back from anyone.

When you get a refund

Whether a cancellation earns a refund, and how much, is set by our cancellation policy and the terms shown on your trip page. This page covers what happens once a refund is due.

How long it takes

We approve refunds within [2] working days of agreeing one. After that the timing is your bank's, not ours:

Refunds go back to the account you paid from. We can't send a refund to a different account, card or UPI ID — that's a payment-industry rule, not our preference, and it exists to prevent fraud. If the original card has since expired or been closed, tell us and we'll work out an alternative with our payment provider.

What we refund

We refund the full amount you paid us, including any payment-gateway charges. We don't deduct a processing fee from your refund — if the gateway keeps a fee on a refunded transaction, that's our cost to absorb, not yours.

Where the refund is partial, it's calculated on what you actually paid, and we'll show you the arithmetic in writing before we process it.

Duplicate and failed payments

If money left your account but you never got a booking confirmation, or you were charged twice, email us with the amount, the date and the transaction reference. These are usually resolved in [2–5] working days, and you don't need to argue the case — a payment we can't match to a confirmed booking gets returned.

How to request a refund

1. Email hello@pompla.com from the address you booked with, with your booking reference.
2. We confirm within [2] working days what you're owed and why, in writing.
3. We process it, and send you the refund reference.
4. Your bank credits it within the windows above.

If a refund is late

If more than [10] working days have passed since we sent you a refund reference and the money hasn't arrived, write to us and we'll chase the payment provider and keep you posted until it lands. Please check your bank statement first — refunds sometimes appear against the original transaction date rather than today's, which makes them easy to miss.

If you disagree with a decision

Tell us why, in writing, and a person will look at it again rather than repeating the first answer. Include anything relevant — messages from the operator, what you were told at the time.

If we still can't agree, you can escalate to [GRIEVANCE OFFICER NAME AND EMAIL], who will respond within [X] working days. Nothing here affects your rights under the Consumer Protection Act, 2019.

We'd rather refund a disputed booking than argue about a few thousand rupees with someone who trusted a new platform with their money. If your case is reasonable, expect us to say yes.