Refund and Exchange Policy

1. General Policy

At TDonlines, we facilitate the booking of travel services (hotels, transfers, activities, and related products) through our extensive network of global suppliers.

All refund and exchange matters are subject to:

• The specific supplier's terms and conditions.
• The booking cancellation and refund policies visible at the time of confirmation.
• Final verification and approval by TDonlines and its suppliers.

2. Eligibility for Refunds

A refund may be applicable under the following conditions:

• The service booked was cancelled by the supplier or became unavailable.
• The client cancelled the booking within the allowed free cancellation period.
• A verified service failure occurred (e.g., confirmed overbooking, service not provided as agreed).

Refunds will not be applicable if:

• The booking was non-refundable at the time of purchase.
• The traveler was a no-show without informing TDonlines or the supplier within the required time.
• Cancellation occurred after the free cancellation window or where cancellation penalties apply.

3. Refund Request Process

3.1 How to Request a Refund

• Refund requests must be submitted in writing to support@tdonlines.com.
• Include your Booking Reference Number, reason for the refund request, and any supporting evidence (emails, supplier communication, service failure proof, etc.).
• Refund requests must be raised within 7 calendar days of the service date or cancellation date, whichever is earlier.

3.2 Refund Processing Timeline

• Once a refund is approved by the supplier, TDonlines will process the refund within 14–21 business days.
• Refunds are subject to the processing times of individual suppliers; TDonlines will not be responsible for supplier delays outside our control.
• Refunds once approved may be immediately utilized as credit balance against another booking.

3.3 Refund Amounts

• Refunds will be processed as per the supplier's policies:
  • Full refund if the supplier cancels the service.
  • Partial refund if cancellation penalties, service charges, or non-refundable portions apply.
• Bank charges, third-party service fees, and currency conversion losses (if any) will be deducted from the refund amount.

4. Exchange and Modification Policy

4.1 Eligibility for Modifications

• Booking modifications (e.g., travel dates, passenger names, service changes) are subject to supplier approval and availability.
• Modification fees may apply depending on the supplier’s policy.

4.2 Requesting Modifications

• Send modification requests via email to support@tdonlines.com at least 72 hours prior to the scheduled service date.
• If modifications are not possible, the booking’s original cancellation terms will apply.

5. Non-Refundable / Non-Changeable Bookings

Some services are classified at the time of booking as:

• Non-refundable
• Non-changeable
• Fully prepaid and 100% cancellation charges

For such bookings, no refunds or changes are permitted under any circumstances unless the supplier explicitly allows an exception.

6. Force Majeure

In case of unexpected events such as natural disasters, political unrest, pandemics, or any situation deemed as force majeure, TDonlines will follow the refund and cancellation policies determined by the respective supplier. Refunds under force majeure situations are not guaranteed unless authorized by the supplier.

7. Important Notes

• Refunds will be credited back to the original payment method used at the time of booking.
• Exchange services are subject to current availability and applicable rate differences.
• Refund and exchange requests must be made by the account holder who placed the original booking.