Cancellation & Refund Policy

Last updated: 19 August 2026

Soulster is a brand and trademark owned and operated by Pawcation Travel Services Private Limited ("Pawcation", "Soulster", "we", "us" or "our").

This Cancellation & Refund Policy explains the general framework that applies when a customer cancels, changes or seeks a refund for travel services booked through Soulster, or where a confirmed travel service is cancelled or materially changed by a host or other service provider.

Because Soulster works with different hotels, homestays, hosts, property owners, transport providers, activity providers and other travel-service providers, cancellation and refund terms may vary materially between properties, services, rates and bookings.

The cancellation and refund terms disclosed for the relevant property, room, rate, service or booking before you complete the booking form part of your booking terms.

By completing a booking after those terms have been made available to you, you acknowledge that you have had the opportunity to review them and agree to be bound by them, subject to any rights that cannot lawfully be excluded under applicable law.

1. Booking-specific cancellation terms

Individual properties, hosts and other service providers may establish their own:

• cancellation periods;
• cancellation charges;
• refund entitlements;
• non-refundable rates;
• amendment charges;
• date-change conditions;
• no-show charges;
• early-departure conditions; and
• other booking-related restrictions.

These conditions will normally be displayed on the relevant property or service page and may also be repeated in a quotation, booking summary, payment page or booking confirmation.

Where booking-specific cancellation terms have been disclosed to you before completion of the booking, those terms govern the cancellation, amendment or refund of that particular service and take precedence over any general description in this Policy.

Customers should therefore carefully review the cancellation terms displayed for the relevant property, room, rate or service before completing a booking.

2. Soulster's role in travel transactions

The commercial structure of a Soulster booking may vary.

2.1 Where Soulster acts as a platform or facilitator

In some transactions, Soulster enables or facilitates a booking between the customer and an independent hotel, homestay, host, property owner, transport provider, experience operator or other travel-service provider ("Service Provider").

In such cases, the underlying service is supplied by the relevant Service Provider and the Service Provider's cancellation, amendment and refund terms generally determine the amounts payable or refundable in relation to that service, subject to applicable law.

Soulster may assist with communicating the cancellation request, coordinating with the Service Provider and facilitating any refund or credit that is due.

2.2 Where Pawcation purchases and resells the service

In other transactions, Pawcation may purchase accommodation or another travel service from a Service Provider and separately sell that service to the customer.

In such cases, the customer's transaction for that service is with Pawcation. The cancellation, amendment and refund conditions disclosed for the booking will govern the customer's rights and charges, subject always to applicable law.

The underlying service may nevertheless continue to be physically provided by the relevant host or Service Provider.

3. Before a booking is confirmed

Submitting an enquiry, receiving a recommendation, receiving a quotation or discussing an itinerary does not by itself create a confirmed booking.

Unless expressly stated otherwise, a customer may decide not to proceed before booking confirmation without incurring a supplier cancellation charge.

However, if Soulster has expressly agreed to undertake paid planning work or has incurred a specifically disclosed non-refundable cost at the customer's request, that amount may remain payable.

4. When a booking becomes confirmed

A booking becomes binding when the applicable booking process has been completed and Soulster has expressly confirmed the booking.

Depending on the transaction, confirmation may require:

• acceptance of a quotation;
• completion of the online booking process;
• acceptance of applicable booking and cancellation terms;
• payment of a deposit or the full booking amount;
• confirmation from the relevant Service Provider; and/or
• issuance of a booking confirmation by Soulster.

Once a booking has been confirmed, cancellation and amendment charges may apply in accordance with the terms accepted for that booking.

5. Cancellation by the customer

If you wish to cancel a confirmed booking, please notify Soulster as soon as possible through the customer-support channel made available for your booking.

Unless the applicable booking terms provide otherwise, the cancellation will ordinarily be treated as received at the date and time at which Soulster receives your cancellation request.

The amount payable or refundable will be determined in accordance with:

• the property-, room-, rate- or service-specific cancellation terms accepted at booking;
• any other booking-specific conditions;
• amounts already paid or committed to Service Providers;
• any non-refundable costs expressly disclosed to you; and
• applicable law.

6. Cancellation charges

Depending on the applicable booking terms, cancellation charges may be calculated as:

• a fixed amount;
• a percentage of the booking value;
• the cost of one or more nights;
• the full booking value;
• the actual non-recoverable cost incurred by Soulster or the relevant Service Provider; or
• another basis expressly disclosed before booking.

Different components of a single trip may have different cancellation conditions.

For example, accommodation may be partially refundable while a transport ticket or activity included in the same trip may be non-refundable. Each component may therefore need to be assessed separately.

7. Non-refundable rates and services

Certain room rates, properties, tickets, transport services, experiences, special packages or other travel services may be expressly identified as non-refundable.

If you complete a booking for a service identified as non-refundable, some or all of the amount paid may not be recoverable if you later cancel, except where applicable law requires otherwise.

A lower-priced rate may sometimes have more restrictive cancellation conditions than another rate for the same property or service. Customers should review the applicable rate conditions before booking.

8. Amounts that may be non-refundable

Depending on the particular booking, non-refundable amounts may include:

• property or host cancellation charges;
• non-refundable accommodation rates;
• airline, rail, road transport or transfer cancellation charges;
• ticketing charges;
• activity or experience-provider charges;
• permit or entry charges;
• government taxes or levies that cannot be recovered;
• payment-processing charges where these are not recoverable;
• foreign-exchange or banking costs actually incurred where applicable;
• supplier fees already incurred or committed; and
• any Soulster planning, booking or service fee that was separately disclosed as non-refundable or already earned.

9. Refund calculation

Where a booking is refundable in whole or in part, the refund will ordinarily be calculated as:

Amount received for the cancelled service, less applicable cancellation charges and other amounts that are properly non-refundable under the booking terms and applicable law.

Where a booking contains several separate services, the refundable amount may be determined separately for each component.

10. Changes requested by the customer

A request to change travel dates, property, room type, traveller details, occupancy, services or other aspects of a booking is not automatically treated as a cancellation.

Soulster will make reasonable efforts to determine whether the requested change can be accommodated.

Changes remain subject to:

• availability;
• the terms of the relevant Service Provider;
• revised rates;
• fare differences;
• supplier amendment fees;
• tax or levy changes; and
• other additional costs caused by the requested change.

A requested change becomes effective only when it has been confirmed by Soulster.

11. Date changes

Where a property permits a date change, the revised booking may be subject to the rates and availability applicable to the new dates.

A date change may therefore result in:

• no additional charge;
• an additional amount payable;
• a reduction in price;
• an amendment fee;
• application of new cancellation terms; or
• inability to accommodate the requested change.

Where a requested date change cannot be accommodated, the customer may need to retain the original booking or cancel it under the applicable cancellation conditions.

12. Cancellation or material change by a property or Service Provider

A property or other Service Provider may occasionally cancel or become unable to provide a confirmed service.

Examples may include:

• unexpected property closure;
• overbooking;
• operational failure;
• transport cancellation;
• safety concerns;
• damage to the property;
• government restrictions; or
• other circumstances preventing delivery of the confirmed service.

If this occurs, Soulster will make reasonable efforts to work with the customer and relevant Service Provider to identify an appropriate solution.

Depending on the nature of the booking and applicable terms, that solution may include:

• an alternative room;
• an alternative property or service;
• rescheduling;
• a travel credit;
• a partial refund;
• a full refund; or
• another mutually acceptable arrangement.

Where Pawcation is itself the seller of the affected service, Pawcation will address the customer-facing consequences in accordance with the applicable booking terms and applicable law.

13. Material difference in replacement services

Where Soulster proposes an alternative following supplier cancellation, we will seek to identify an option that is reasonably comparable, considering factors such as:

• location;
• property category;
• room type;
• facilities;
• price; and
• the context of the customer's trip.

The customer is not required to accept an alternative that materially changes the nature of the booked service unless otherwise required under the applicable booking terms or law.

14. Events beyond reasonable control

Travel can be affected by circumstances outside the reasonable control of Soulster or the relevant Service Provider.

These may include:

• severe weather;
• natural disasters;
• flood, fire or landslide;
• epidemics or public-health emergencies;
• government restrictions or orders;
• civil disturbance;
• war or security incidents;
• strikes or industrial action;
• road, airport, railway or border closures;
• transport disruption;
• utility or communications failures; and
• similar circumstances that could not reasonably have been prevented.

Where such circumstances affect a booking, Soulster will make reasonable efforts to assist in identifying available alternatives, rescheduling, credits or recoveries.

However, whether a cash refund is available may depend on:

• the applicable booking-specific terms;
• the policy of the relevant Service Provider;
• whether the Service Provider has refunded or credited the relevant amount;
• the nature of the affected service; and
• applicable law.

15. Refunds dependent on supplier recovery

Where Soulster has facilitated a booking with an independent Service Provider, or where Pawcation has already remitted or committed funds to a Service Provider, the ability and timing of a refund may depend on recovery or confirmation of the relevant amount from that provider.

Where this applies, Soulster will make reasonable efforts to pursue the amount properly due and will keep the customer reasonably informed of material developments.

This does not affect any independent refund obligation Pawcation may have under applicable law in a transaction where Pawcation itself is the seller of the relevant service.

16. Refund processing time

Once a refund has been approved and the refundable amount is available for payment, Soulster will initiate the refund within a reasonable period.

After the refund is initiated, the time taken for the amount to appear in the customer's account may depend on the payment method, bank, card network, UPI provider or payment gateway.

Soulster cannot control processing delays that occur solely within the customer's bank or independent payment provider.

17. Refund method

Where reasonably possible, a refund will normally be made to the original payment method.

Where that is not possible or appropriate, Soulster may request alternative banking or payment information necessary to process the refund.

Customers are responsible for ensuring that refund details supplied to us are accurate.

18. Partial cancellations

Where a customer cancels only part of a booking, cancellation terms may be applied only to the affected service, subject to any conditions that apply to the booking as a whole.

For example, cancellation of one room from a multi-room booking may affect the rate or eligibility conditions of the remaining rooms.

Soulster will inform the customer of any material commercial consequence identified before confirming a partial cancellation where reasonably possible.

19. Reduction in traveller numbers

A reduction in the number of travellers does not necessarily result in a proportionate reduction in the booking price.

The effect may depend on:

• room occupancy;
• minimum booking values;
• transport pricing;
• package pricing;
• activity minimums; and
• other supplier conditions.

20. No-shows

If a customer or traveller fails to arrive for a confirmed service without properly cancelling the booking, the booking may be treated as a no-show.

A no-show may result in forfeiture of some or all of the booking amount, depending on the applicable property or Service Provider terms.

Soulster does not guarantee a refund for a no-show unless the applicable terms or law provide otherwise.

21. Late arrival

Customers should inform Soulster or the relevant property if they expect to arrive materially later than the stated or agreed arrival time, particularly where late arrival could cause the property to treat the booking as a no-show.

Soulster cannot guarantee that a property will retain a room indefinitely where the customer has failed to arrive or communicate with the property.

22. Early departure and unused services

If a customer voluntarily shortens a stay, leaves a property early, chooses not to use a confirmed transport service or otherwise elects not to use a service after it has commenced or become available, the unused portion may not be refundable.

Any refund will depend on the terms of the relevant booking and the Service Provider's willingness or obligation to refund the unused portion.

23. Failure to travel because of customer circumstances

A refund is not automatically due where a traveller is unable to use a confirmed service because of circumstances personal to the traveller, including:

• illness;
• failure to obtain required identification or travel documents;
• visa refusal;
• missed transport;
• failure to meet check-in requirements;
• personal emergencies; or
• other circumstances unrelated to a failure by Soulster or the Service Provider.

The applicable cancellation terms will ordinarily continue to apply in these circumstances.

Customers may wish to consider travel insurance for risks of this nature.

24. Travel insurance

Soulster strongly encourages customers to consider appropriate travel insurance for circumstances including:

• trip cancellation;
• medical emergencies;
• travel disruption;
• loss of baggage;
• personal emergencies; and
• other unforeseen events.

Any insurance coverage is subject to the terms, exclusions, limits and claims procedures of the relevant insurer.

Soulster does not guarantee that an insurer will accept a particular claim.

25. Pet-related cancellations

Where a booking involves a pet, the customer is responsible for ensuring that the pet complies with the property's disclosed pet policy.

A customer's inability to use a booking because a pet does not comply with disclosed restrictions, such as permitted species, size, number or other requirements, will ordinarily be treated as a customer-side cancellation or no-show and the applicable cancellation terms may apply.

Where Soulster or the property materially misrepresented an applicable pet restriction before booking, the matter will be considered according to the specific circumstances and applicable law.

26. Refunds where a service is materially deficient

Where a customer believes a confirmed travel service was not provided, was materially different from what was contracted, or was materially deficient, the customer should contact Soulster promptly and provide reasonable details of the issue.

Soulster may investigate the matter with the relevant property or Service Provider and determine the appropriate remedy having regard to:

• the nature and seriousness of the issue;
• whether the Service Provider had a reasonable opportunity to correct it;
• the portion of the service affected;
• the applicable booking terms; and
• rights available under applicable consumer law.

Nothing in this Policy limits any statutory right to a refund or other remedy for deficient services where such a right applies.

27. Duplicate or incorrect payments

If Soulster identifies a duplicate payment or an amount paid to Pawcation in excess of the amount properly payable for the booking, we will investigate and, where confirmed, arrange return of the excess amount subject to verification and applicable payment-processing requirements.

Customers who believe they have made a duplicate or incorrect payment should contact Soulster promptly with the relevant transaction details.

28. Chargebacks and payment disputes

If you believe a payment is incorrect, please contact Soulster before initiating a payment dispute or chargeback where reasonably practicable, so that we have an opportunity to investigate and resolve the issue.

Initiating a chargeback does not itself determine whether the underlying booking charge was valid.

Soulster may provide booking records, acceptance records, cancellation terms and other relevant transaction information to a payment provider or financial institution in connection with a payment dispute, subject to applicable law.

29. Credits and vouchers

In some circumstances, a property or Service Provider may offer a credit, voucher or rescheduling option instead of a cash refund.

Where such an option is offered, Soulster will communicate any material terms made available to us, including:

• value;
• expiry date;
• permitted dates or services;
• transferability; and
• other usage restrictions.

A customer will not be treated as having accepted a credit or voucher in place of a cash refund where applicable law requires the customer's consent to that substitution.

30. Taxes

Whether taxes are refundable may depend on the nature of the tax, the commercial structure of the booking, applicable law and the relevant Service Provider's treatment of the cancelled service.

Where a tax or levy is non-refundable to Soulster or the Service Provider, it may also be non-refundable to the customer where permitted by law.

31. Soulster fees

Soulster may charge a planning, service, booking or other fee for certain services.

Where such a fee applies, the customer will be informed before completing the relevant transaction.

The refundability of such a fee will depend on the terms disclosed for that fee, the extent to which the relevant service has already been performed and applicable law.

32. How to request a cancellation, change or refund

To request a cancellation, amendment or refund, please contact Soulster and provide:

• your name;
• the relevant enquiry or booking reference;
• the property or service concerned;
• the travel dates;
• the requested cancellation or change; and
• any additional information reasonably required to process the request.

Contact details:

Pawcation Travel Services Private Limited
Operating brand: Soulster
Customer Support Email: [INSERT CUSTOMER SUPPORT EMAIL]
Phone / WhatsApp: [INSERT NUMBER IF APPLICABLE]

33. Complaints about a cancellation or refund

If you disagree with the handling of a cancellation or refund, please contact Soulster with the relevant booking details and an explanation of the issue.

We will review the booking terms, payment records, applicable supplier terms and other relevant information.

Where necessary, we may also seek information from the relevant Service Provider.

34. Consumer rights

Nothing in this Cancellation & Refund Policy excludes, restricts or modifies any consumer right or remedy that cannot lawfully be excluded, restricted or modified.

Applicable Indian consumer law may provide remedies where a service is deficient or where an unfair trade practice has occurred. The Consumer Protection Act, 2019 also provides statutory mechanisms for consumer redressal. :contentReference[oaicite:1]{index=1}

Nothing in this Policy prevents a customer from approaching an appropriate consumer forum or other competent authority where they have a statutory right to do so.

35. Relationship with the Terms of Service

This Cancellation & Refund Policy forms part of the Soulster Terms of Service.

It should be read together with:

• the Soulster Terms of Service;
• the booking-specific cancellation terms;
• the relevant property or service conditions;
• the quotation or booking confirmation; and
• any other conditions disclosed before completion of the booking.

If there is a conflict between this general Policy and a more specific cancellation condition clearly disclosed for a particular booking, the booking-specific condition will apply to that booking, subject to applicable law.

36. Changes to this Policy

Pawcation may update this Cancellation & Refund Policy from time to time to reflect changes in Soulster's services, business model, Service Provider arrangements or applicable law.

The latest version will be published on the Soulster website together with the date of the most recent update.

An update to this general Policy will not retrospectively alter cancellation terms already agreed for a confirmed booking, except where required by law or expressly agreed with the customer.

37. Contact information

For questions about cancellations or refunds, please contact:

Pawcation Travel Services Private Limited
Operating brand: Soulster
Email: sk@mypawcation.com
Registered Office: A2-1702 Uniworld City, Sector 30, Gurgaon 122002, Haryana, India
Grievance Officer: Shikha Khandelwal