Lexi Trip Refund Policy

1.1 This document (the “Refund Policy”) governs cancellations, refunds, non-refundable line items, refund modes, timelines, chargebacks and grievance-redressal for all Bookings made on the Platform. It is issued by Bani Global Industries LLP (“Lexi Trip”, “we”, “us”, “our”), which operates the Lexi Trip Platform as a full-service, multi-service, multi-supplier online travel aggregator (“OTA”).

1.2 Nature of Lexi Trip. Lexi Trip is a technology platform and travel booking portal for hotels/accommodation, flights, packages / custom trips, visa assistance, transfers / cabs / buses, activities / experiences, cruises, travel insurance and future travel verticals. Lexi Trip is not the airline, hotel, cruise line, cab / bus / activity operator, insurer, embassy / consulate or immigration authority, and is not a Payment Aggregator, Payment Gateway or Payment System Operator under the RBI (Regulation of Payment Aggregators) Directions, 2025 (the “RBI PA Directions 2025”). Payment collection and refund processing at the rails level is done by authorised payment service providers (e.g., Razorpay, Stripe) (each, a “PSP”).

1.3 This Refund Policy applies to:

1.3.1 Customers who register or transact on the Platform (“Customers”);

1.3.2 Travellers named in a Booking whether or not they are the paying Customer (“Travellers”);

1.3.3 corporate / business Customers who book via a corporate account, GST-registered payer or negotiated arrangement; and

1.3.4 guardians who book on behalf of minor Travellers.

1.4 Read with. This Refund Policy must be read together with, and is expressly anchored to, the Lexi Trip Master Customer Terms & Conditions, the Lexi Trip Privacy Policy, the vertical-specific Schedules (Schedules A to H) and the Booking Legal Snapshot generated for each Booking. In the event of any inconsistency in a refund dispute, the Booking Legal Snapshot for the specific Booking shall prevail over general web-page display.

1.5 Compliance floors. This Refund Policy is drafted to comply with, at a minimum, the Consumer Protection Act, 2019 (“CPA 2019”) and the Consumer Protection (E-Commerce) Rules, 2020 (“E-Commerce Rules 2020”); the RBI PA Directions 2025; the Information Technology Act, 2000 (“IT Act”), the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (“Intermediary Rules 2021”) and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 (“SPDI Rules”); the Digital Personal Data Protection Act, 2023 (“DPDP Act”) and the Digital Personal Data Protection Rules, 2025 (“DPDP Rules”); and vertical-specific regimes issued by the Directorate General of Civil Aviation (“DGCA”), the Ministry of Civil Aviation (“MoCA”), the Motor Vehicles Aggregator Guidelines regime and the insurance regulator (collectively, “Applicable Law”).

In this Refund Policy, unless the context otherwise requires:

2.1 "Applicable Law"

has the meaning in clause 1.5.

2.2 "Assisted-Sales Fee"

means any fee charged by Lexi Trip for offline / call-centre / concierge-assisted booking, modification or cancellation.

2.3 "Booking"

means any reservation, ticket, voucher, policy, quotation-converted-to-order, or other travel service confirmed through the Platform.

2.4 "Booking Confirmation"

means the electronic confirmation issued by Lexi Trip on completion of a Booking, evidencing the underlying Supplier reservation.

2.5 "Booking Legal Snapshot"

means the definitive per-Booking record generated by Lexi Trip which captures, at minimum: the parties (per the non-disclosure architecture in clause 3.6), Lexi Trip’s role (Facilitator or MoR), the applicable Supplier / Partner Terms and their version reference, the price and fee break-up, the applicable refund track, the applicable timelines, and the PSP transaction reference. The Booking Legal Snapshot prevails over web-page display in any refund dispute.

2.6 "Cancellation Window"

means the period (measured in hours, days or slabs to departure / check-in / service start) within which cancellation charges are calculated under the applicable Supplier / Partner Terms or, in the case of MoR Bookings, under Schedule C.

2.7 "Chargeback"

means a payment reversal initiated by the Customer through the issuing bank / card network / PSP dispute mechanism.

2.8 "Facilitator Booking"

means a Booking in which Lexi Trip acts solely as intermediary / aggregator between the Customer and the Supplier and does not act as merchant of record for the Supplier Charges. The default Facilitator verticals are flights, hotels, buses, visa assistance, cabs, activities and cruises.

2.9 "Force Majeure Event"

means any event beyond reasonable control of the affected party, including act of God, war, terrorism, civil unrest, epidemic / pandemic, government action or advisory, weather, natural disaster, strike, airspace / border / port closure, cyber-incident or infrastructure failure.

2.10 "Lexi Trip Fees"

means, collectively, Lexi Trip’s margin, markup, service fee, convenience fee, processing fee, Assisted-Sales Fee, Visa Service Fee, package planning fee and any similarly denominated fee retained by Lexi Trip.

2.11 "MoR Booking"

means a Booking in which Lexi Trip acts as merchant of record / principal, being (by default) Lexi Trip-designed packages / custom trips under Schedule C, and any other Booking where MoR status is expressly stated in the Booking Legal Snapshot.

2.12 "No-Show"

means failure of the Traveller to present at check-in, boarding, embarkation, appointment, pick-up or activity start within the time stipulated by the Supplier.

2.13 "Original Payment Method"

means the specific card, UPI handle, wallet, net-banking account or other payment instrument used by the Customer at the time of the original payment.

2.14 "Package"

means a Lexi Trip-designed package or custom trip governed by Schedule C.

2.15 "PSP"

has the meaning in clause 1.2.

2.16 "Refund Instrument"

means the mechanism through which a refund is credited to the Customer, being (by default) the Original Payment Method, or such alternate mode as permitted under clause 8.

2.17 "Supplier"

means any airline, hotel / accommodation provider, bus / cab / transfer operator or aggregator, activity / experience operator, cruise line, visa-processing partner, insurer or other third-party service provider whose service is booked through the Platform.

2.18 "Supplier Charges"

means the amount payable to the Supplier for the underlying travel service, exclusive of Lexi Trip Fees.

2.19 "Supplier / Partner Terms"

means the fare rules, cancellation policy, cruise cancellation grid, tariff, policy wording, general terms of carriage / stay or other contractual terms of the relevant Supplier applicable to the Booking.

2.20 "Visa Service Fee"

means Lexi Trip’s fee for visa-assistance services under Schedule D, separate from consular / embassy fees.

3.1 Two refund tracks by role. Every Booking on the Platform falls into one of two tracks, which is declared in the Booking Legal Snapshot:

3.1.1 Track A — Facilitator Bookings. Refunds of Supplier Charges are governed by the applicable Supplier / Partner Terms and processed on a pass-through basis once received by Lexi Trip from the Supplier. Lexi Trip cannot waive, modify or override those terms.

3.1.2 Track B — MoR / Principal Bookings. Lexi Trip issues refunds under the Package Cancellation and Refund Grid in Schedule C, subject to component-level Supplier / Partner Terms which continue to pass through and which may override the grid where more restrictive.

3.2 Role of Supplier / Partner Terms. Supplier / Partner Terms applicable to a Booking are disclosed to the Customer pre-checkout, are captured in the Booking Legal Snapshot at the version applicable to the Booking, and control the refundability of Supplier Charges.

3.3 Role of the Booking Legal Snapshot. The Booking Legal Snapshot is the definitive per-Booking record for refund purposes. Where the Platform display, marketing material or any other communication is inconsistent with the Booking Legal Snapshot, the Booking Legal Snapshot prevails.

3.4 Role of the PSP. Payment collection, refund initiation at the rails level and credit to the Original Payment Method are performed by authorised PSPs. Lexi Trip is dependent on PSP / bank / network cycles for the final credit to the Customer’s account and does not control those cycles.

3.5 Non-refundability of Lexi Trip Fees. Lexi Trip Fees are, by default, non-refundable in every scenario of: Customer-initiated cancellation; No-Show; denied boarding / check-in / entry; modification / reschedule / name change; Supplier cancellation, change or delay; Force Majeure Event; visa refusal, rejection or delay; and Chargebacks resolved in Lexi Trip’s favour. Lexi Trip Fees are refundable only in the four carve-outs set out in clause 10.

3.6 Non-disclosure of Supplier identities. Lexi Trip does not disclose Supplier identities in refund communications, other than (i) the consumption-point operator disclosed on the ticket / policy / voucher (e.g., the operating carrier, the property, the cruise line) and (ii) disclosures required by court, regulator or Applicable Law, including under Rule 6 of the SPDI Rules, Rule 3(7) of the Intermediary Rules 2021, and the procedures prescribed under the DPDP Act.

3.7 Non-override / non-interference. Lexi Trip’s role in any deviation from Supplier / Partner Terms is limited to conveying and coordinating with the Supplier, whose decision is final. Nothing in this Refund Policy derogates from non-derogable Customer rights under the CPA 2019 and the E-Commerce Rules 2020, which are expressly preserved.

3.8 Refund to Original Payment Method. In accordance with Regulation 10(f) of the RBI PA Directions 2025, all refunds are, by default, credited to the Original Payment Method, unless the Customer specifically instructs an alternate mode belonging to the same Customer, or Applicable Law otherwise directs.

3.9 Parity of cancellation charges. In accordance with Rule 4(8) of the E-Commerce Rules 2020, cancellation charges imposed on Customers shall not exceed comparable charges imposable by Lexi Trip on itself or on Suppliers in mirror scenarios.

3.10 No unjustified pricing / no arbitrary classification. In accordance with Rule 4(11) of the E-Commerce Rules 2020, Lexi Trip does not adopt unjustified pricing of refunds or arbitrarily classify Customers for refund purposes.

4.1 Default coverage. Track A applies by default to Bookings in flights, hotels / accommodation, buses, visa assistance, cabs / transfers, activities / experiences and cruises, unless the Booking Legal Snapshot expressly designates the Booking as MoR.

4.2 Governing terms. Refund of the Supplier Charges component of a Facilitator Booking is governed exclusively by the applicable Supplier / Partner Terms (e.g., airline fare rules, hotel cancellation policy, cruise cancellation grid, activity operator cancellation policy, visa partner policy), which are disclosed to the Customer pre-checkout and captured in the Booking Legal Snapshot at the applicable version.

4.3 No override by Lexi Trip. Lexi Trip has no authority to waive, modify or override the Supplier / Partner Terms and does not do so.

4.4 Pass-through mechanic. Any refund of Supplier Charges will be processed by Lexi Trip to the Customer only upon actual receipt from the Supplier, and thereafter within the pass-through timelines in Section 8.

4.5 Lexi Trip Fees. Lexi Trip Fees relating to a Facilitator Booking are non-refundable, subject only to the four carve-outs in clause 10.

4.6 Communication. For any deviation, delay or dispute at the Supplier level, Lexi Trip will convey and coordinate with the Supplier in accordance with clause 3.7.

5.1 Coverage. Track B applies to Lexi Trip-designed Packages / custom trips under Schedule C, and to any other Booking expressly designated as MoR in the Booking Legal Snapshot.

5.2 Package Cancellation and Refund Grid. Cancellations of Track B Bookings are subject to the slab-based Package Cancellation and Refund Grid in Schedule C, which is expressed as a percentage of the Package Cost retained by Lexi Trip, calculated by days-to-departure.

5.3 Component-level pass-through overrides grid where more restrictive. Notwithstanding the grid, Supplier / Partner Terms applicable to individual components within a Package (for example, non-refundable air fares, non-refundable hotel nights, cruise cancellation slabs, visa fees) shall continue to pass through and shall override the grid to the extent they are more restrictive.

5.4 Advance payment and quotation validity. To be confirmed: source text incomplete here — the full clause on advance-payment percentage and quotation validity period was not supplied, subject to Supplier live availability.

5.5 Lexi Trip Fees within Package Cost. Lexi Trip Fees embedded within the Package Cost that are attributable to planning, design or service (including package planning fee) are non-refundable, subject only to the four carve-outs in clause 10.

5.6 Refund initiation. Refunds under Track B are initiated in accordance with Section 8 from the effective cancellation date recorded by Lexi Trip.

Each vertical below is to be read with, and does not replace, the applicable Supplier / Partner Terms captured in the Booking Legal Snapshot. Supplier identities are not disclosed except as permitted under clause 3.6.

6.1 Flights (Schedule B).

6.1.1 Airline fare rules control the refundability of Supplier Charges.

6.1.2 Airline convenience fees, statutory levies and taxes are refundable strictly per airline rule and applicable regulation.

6.1.3 Lexi Trip service fee (and any other Lexi Trip Fees) is non-refundable, subject only to clause 10.

6.1.4 Involuntary cancellation, rescheduling, denied boarding or delay by the operating carrier is governed by the carrier’s obligations and applicable DGCA / MoCA passenger-facing rules; Lexi Trip will convey and coordinate under clause 3.7.

6.2 Hotels / Accommodation (Schedule A).

6.2.1 The property’s cancellation policy controls the refundability of Supplier Charges.

6.2.2 Any discrepancy on arrival (room category, amenities, standards) is to be raised directly with the property in the first instance, without prejudice to grievance rights under Section 15.

6.2.3 Lexi Trip Fees are non-refundable, subject only to clause 10.

6.2.4 Refunds are processed only after the property confirms cancellation and refund entitlement.

6.3 Buses / Cabs / Transfers (Schedule E).

6.3.1 The operator / aggregator terms control refundability of Supplier Charges.

6.3.2 For cabs, the Motor Vehicles Aggregator regime overlay applies to the extent relevant to the operator.

6.3.3 Lexi Trip Fees are non-refundable, subject only to clause 10.

6.4 Activities & Experiences (Schedule F). The operator’s cancellation grid controls refundability of Supplier Charges; Lexi Trip Fees are non-refundable subject only to clause 10.

6.5 Cruises (Schedule G). The cruise line’s cancellation grid controls refundability of Supplier Charges; Lexi Trip Fees are non-refundable subject only to clause 10.

6.6 Visa Services (Schedule D).

6.6.1 Outcome not guaranteed. Lexi Trip’s obligation under Schedule D is to render visa-assistance services to prescribed standards; grant, refusal, delay or withdrawal of a visa is a sovereign decision of the consular / embassy / immigration authority.

6.6.2 Consular / embassy fees and biometric / VFS-type third-party fees are non-refundable per that authority’s / partner’s rules.

6.6.3 The Lexi Trip Visa Service Fee is non-refundable irrespective of visa outcome, subject only to clause 10.

6.6.4 The measure of Lexi Trip’s obligation is the service standard, not the visa outcome.

6.7 Travel Insurance (Schedule H).

6.7.1 The insurer’s policy wording controls refundability of premium.

6.7.2 A free-look period, where applicable, applies per policy wording and insurance regulator prescription.

6.7.3 Lexi Trip Fees are non-refundable, subject only to clause 10.

7.1 The following amounts are, by default, non-refundable:

7.1.1 Lexi Trip Fees (as defined) in all scenarios other than the four carve-outs in clause 10;

7.1.2 statutory levies and taxes retained by the Government or any competent authority, save to the extent refundable by that authority;

7.1.3 consular / embassy fees and third-party visa-processing partner fees;

7.1.4 insurance premium once risk has attached, subject to free-look and other policy terms;

7.1.5 PSP / bank / network charges where the relevant PSP does not reverse them on refund; and

7.1.6 any Supplier-designated non-refundable component disclosed pre-checkout and captured in the Booking Legal Snapshot.

7.2 Nothing in this Section 7 derogates from non-derogable Customer rights under Applicable Law.

8.1 Refund method.

8.1.1 By default, and in accordance with Regulation 10(f) of the RBI PA Directions 2025, refunds are credited to the Original Payment Method.

8.1.2 An alternate mode may be used only on the Customer’s specific written instruction and only if the alternate mode belongs to the same Customer.

8.1.3 Wallet / credit-note refunds are provided only on the Customer’s affirmative election; pre-ticked boxes are not used, in accordance with Rule 4(9) of the E-Commerce Rules 2020.

8.2 Currency. Refunds are processed in the currency of original payment, subject to PSP capabilities. FX rate risk on currency conversion is borne by the Customer.

8.3 Timelines (indicative, without prejudice to statutory rights).

8.3.1 Acknowledgement of a refund request or refund-related grievance: within 48 hours of receipt, per Rule 4(4)–(5) of the E-Commerce Rules 2020.

8.3.2 Resolution of a refund grievance: within 1 month of receipt, per Rule 4(4)–(5) of the E-Commerce Rules 2020.

8.3.3 Initiation of Facilitator refund (Track A): 10–15 working days of actual receipt of the refund amount from the Supplier.

8.3.4 Initiation of MoR refund (Track B): within 10–15 working days of the effective cancellation date.

8.3.5 PSP / bank credit to Original Payment Method: as prescribed by RBI / PSP / network cycles, typically 10–15 working days after Lexi Trip’s initiation.

8.4 PSP transaction reference. The PSP transaction reference (ARN / RRN or equivalent) will be shared with the Customer on request and captured in the Booking Legal Snapshot.

8.5 Rule 4(10). Refunds shall in any event be processed within a reasonable period as prescribed by the Reserve Bank of India or other competent authority, in accordance with Rule 4(10) of the E-Commerce Rules 2020.

9.1 Modifications, reschedules, name changes, downgrades and similar post-Booking changes are governed by the applicable Supplier / Partner Terms.

9.2 Lexi Trip Fees are non-refundable on any such change, save under clause 10.

9.3 Any differential price, fare difference, tax delta or Supplier fee arising from the change is payable by the Customer.

9.4 Any refundable component arising from a change follows the timelines in Section 8.

10.1 Lexi Trip Fees are refundable only in the following four scenarios:

10.1.1 Lexi Trip’s own unilateral cancellation of a Booking for reasons not attributable to the Customer or the Supplier;

10.1.2 Supplier non-confirmation post-payment where no acceptable alternative is offered by Lexi Trip;

10.1.3 fee charged in error, duplicated, or wrongly collected; and

10.1.4 mandatory refund under Applicable Law or by order of a court, tribunal or Consumer Commission.

10.2 In each such case, the Lexi Trip Fees will be refunded to the Original Payment Method in accordance with Section 8.

11.1 In cases of No-Show, denied boarding, denied check-in, denied entry, or missed visa / consular / activity appointments, no refund of Supplier Charges is payable except to the extent expressly permitted by the applicable Supplier / Partner Terms.

11.2 Lexi Trip Fees are non-refundable in such cases, subject only to clause 10.

11.3 Where the denial is caused by the Supplier (and not by the Customer / Traveller), the matter is treated as an involuntary event under the applicable Supplier regime and clause 6.

12.1 Refunds arising from any Force Majeure Event (including government action, travel advisory, weather event, strike, airspace / border / port closure, epidemic / pandemic) are governed by the applicable Supplier / Partner Terms, including any airline, hotel, cruise, insurer or visa-partner Force Majeure regime.

12.2 Lexi Trip Fees are non-refundable in Force Majeure scenarios, subject only to clause 10.

12.3 Lexi Trip will convey and coordinate with the Supplier under clause 3.7 but cannot override the Supplier’s position.

13.1 Customers are encouraged to raise refund and payment disputes with Lexi Trip first, through the grievance mechanism in Section 15, before initiating a Chargeback.

13.2 Where a Chargeback is filed and resolved in Lexi Trip’s favour: Lexi Trip Fees remain non-refundable and Supplier Charges follow Supplier / Partner Terms; Lexi Trip reserves the right to recover any costs, penalties, PSP fees and losses incurred as a consequence, in accordance with Applicable Law and the Master Customer Terms & Conditions.

13.3 Where a Chargeback is resolved in the Customer’s favour: refund follows the decision of the PSP / issuing bank / network and is credited to the Original Payment Method.

13.4 Documentation. The Customer shall promptly provide such Booking details, payment records, correspondence, identity and payment-instrument verification documents as Lexi Trip and the PSP reasonably require to defend or process a Chargeback.

13.5 Nothing in this Section 13 waives non-derogable Customer rights under Applicable Law.

14.1 Corporate / business Customers.

14.1.1 Refunds are routed to the corporate account / GST-registered payer / Original Payment Method used by the corporate entity.

14.1.2 Where a Booking is made by an employee / authorised user on behalf of a corporate Customer, the corporate Customer and the paying entity shall be jointly and severally liable for cancellation charges and non-refundable amounts, and the applicable corporate travel policy will be honoured to the extent notified to Lexi Trip in writing.

14.1.3 Tax invoice, credit note and GST treatment shall follow Applicable Law and the corporate onboarding documentation.

14.2 Minor Travellers. Refunds relating to a Booking for a minor Traveller are routed to the Original Payment Method of the guardian who paid.

15.1 Dual clock. In accordance with Rule 4(4)–(5) of the E-Commerce Rules 2020, Lexi Trip shall:

15.1.1 acknowledge a refund-related grievance within 48 hours of receipt; and

15.1.2 resolve the grievance within 1 month of receipt.

15.2 Level 1 — Customer Support. Customers may raise refund requests and grievances through the in-app help centre, the Platform’s support forms, or by email to customercare@lexitrip.in.

15.3 Level 2 — Grievance Officer / Refunds Escalation.

15.4 Level 3 — Statutory forums. Nothing in this Refund Policy affects the Customer’s right to approach:

15.4.1 the National Consumer Helpline (1915) and consumer commissions under the CPA 2019;

15.4.2 the RBI Ombudsman / PSP grievance mechanism for payment-rail disputes; and

15.4.3 the relevant sectoral regulator (DGCA / MoCA, insurance regulator, State transport regulator) for vertical-specific disputes.

15.5 Data handling. Personal Data collected in the refund grievance process is handled under the Lexi Trip Privacy Policy in compliance with the DPDP Act, DPDP Rules, IT Act, SPDI Rules and Intermediary Rules 2021.

16.1 Updates. Lexi Trip may update this Refund Policy from time to time. The version applicable to a Booking is the version in force at the time of the Booking, as captured in the Booking Legal Snapshot.

16.2 Severability. If any provision of this Refund Policy is held unenforceable, the remainder shall continue in full force.

16.3 Governing law and jurisdiction. This Refund Policy is governed by the laws of India, and disputes are subject to the exclusive jurisdiction of the competent courts at To be confirmed: competent courts — source suggests New Delhi, matching the Master Terms, but marks this open, without prejudice to Customer rights under Applicable Law, including consumer forum jurisdiction.

16.4 Language. In the event of translation, the English (India) version prevails.