1. Resort & Hotel Bookings (For Travelers)

Travilla facilitates bookings between guests and service providers (Hotels/Resorts). Refund eligibility is generally determined by the specific policy of the property you have booked.

• Standard Cancellation:
  • Cancellations made 7 days or more before the check-in date: Eligible for a full refund (minus a processing fee).
  • Cancellations made 3 to 6 days before check-in: Eligible for a 50% refund.
  • Cancellations made less than 72 hours before check-in: Non-refundable.
• Non-Refundable Rates: Some promotional "Hill Stay" packages or peak-season bookings may be non-refundable. These will be clearly marked at the time of booking.
• No-Shows: If a guest fails to arrive at the resort without prior notice, the full booking amount will be forfeited.

2. Software Subscriptions (For Hotel Owners)

For resort owners using our Management Solution (SaaS):

• Monthly/Yearly Plans:Subscription fees are generally non-refundable once the billing cycle has started.
• Service Dissatisfaction: If you are unhappy with the platform, please contact our support team within the first 7 days of your initial setup for a partial refund evaluation.
• Setup Fees: Any one-time technical setup or integration fees are non-refundable.

3. Processing Fees

Please note that in the event of a refund:

• Digital Gateway Charges:Fees charged by payment processors (SSLCommerz, bKash, Credit Cards, etc.) are non-refundable as these are collected by third-party providers.
• Service Fee: Travilla may retain a small administrative service fee for processing the cancellation.

4. Force Majeure (Hill Tracts Specials)

The Hill Tracts (Sajek, Bandarban, etc.) can occasionally experience unpredictable weather or administrative restrictions.

If a trip is cancelled due to government-imposed travel bans, landslides, or natural disasters, Travilla will work with the resort owners to provide either a full refund or a rescheduling option at no extra cost.

5. Refund Process

To request a refund, please follow these steps:

1. Log in to your account on the Travilla App.
2. Navigate to Transactions or Booking History.
3. Select "Request Refund" or email us at support@travilla.app with your Booking ID.
4. Once approved, refunds are typically processed within 7 to 10 working days through the original payment method.