Cancellation & Refund Policy

1. If you cancel

The refund you receive depends on how many days before the departure date we receive your cancellation. All percentages are calculated on the total amount you actually paid us.

The retained portion is not a penalty: it covers the hotel, transport and permit deposits we have already committed on your behalf, which suppliers do not return to us at short notice.

No-shows. Failing to arrive at the stated reporting point without cancelling is treated as a cancellation on the day of departure, and no refund is due.

2. How to cancel

The fastest route is self-service, and it timestamps your request instantly:

1. Sign in and open My bookings.
2. Find the booking and choose “Cancel booking”.
3. You'll see the exact refund amount before you confirm, based on today's date.
4. Confirm. You'll get a cancellation email with the refund figure straight away.

You can also email hello@outway.club from the address on your booking. The cancellation takes effect from the time your email reaches us, not from when we reply, so send it, and don't wait for us before your tier changes.

3. How and when the money comes back

• Refunds are initiated to the original payment method through Razorpay. We cannot refund to a different card, UPI ID or bank account.
• We initiate the refund within 2 working days of the cancellation being confirmed.
• Your bank then takes a further 5 to 7 working days to post it. That leg is outside our control.
• The credit usually appears against the original transaction on your statement rather than as a separate line. If you can't find it after 10 working days, email us with your booking reference and we will chase it with Razorpay.
• Payment gateway charges on the original transaction are absorbed by us, not deducted from your refund.

4. If we cancel or significantly change a trip

If we cancel a departure for any reason (including not reaching the minimum group size, which we will confirm no later than 15 days before departure) you choose between:

• A 100% refund of everything you paid us, with no deduction whatsoever, or
• A transfer to another departure, with any price difference settled either way.

The same choice applies if we make a significant change to a confirmed booking: a change of departure date, a reduction in the length of the trip, or a change of accommodation to a materially lower standard.

Please note that our liability in this situation is limited to money you paid us. We cannot reimburse flights, trains or hotels you booked independently, which is why we recommend refundable tickets or travel insurance for the connecting legs.

5. Transfers and name changes

Moving to another date. If you ask 15 or more days before departure, we will move your booking to another departure of the same trip once, free of charge, subject to availability. Inside 15 days, the cancellation tiers above apply instead.

Transferring your seat to someone else. Allowed up to 7 days before departure at no charge, provided the replacement traveller accepts our Terms of Service and provides valid ID. Where a supplier charges us to make the change, that cost is passed to you at actual with the invoice shown.

6. Events outside anyone's control

Where a trip cannot run because of an event outside our reasonable control (extreme weather, natural disaster, epidemic, civil unrest, road closure or a government or administrative order) we will refund every amount we are able to recover from our suppliers, and will offer a credit note valid for 12 months for any portion that suppliers retain. We will show you exactly what was recovered and what was retained. We do not profit from a cancelled trip in any circumstance.

7. Unused services and mid-trip departure

No refund is due for any part of a trip you choose not to use (a meal you skip, a night you spend elsewhere, an activity you sit out) or if you leave a trip early for personal reasons. Where you leave early on medical grounds, tell your trip captain, keep the documentation, and claim through your travel insurance.

8. If you disagree with a refund decision

Email hello@outway.club with your booking reference and what you think is wrong. We will give you a written answer within one business day, and if we got it wrong we will fix it, including reopening a refund that has already been processed. Escalation routes are set out in our Terms of Service.