This Cancellation & Refund Policy ("Policy") applies to all bookings, subscriptions, premium memberships, and trip-related services facilitated through the Troova platform, operated by Troova ("Troova," "we," "us," or "our").
Cancellation & Refund Policy
Effective Date: 06-Nov-2025
This Policy applies to all bookings, subscriptions, premium memberships, and trip-related services facilitated through the Troova platform. By making a booking or purchasing a subscription on Troova, you agree to the terms of this Policy. Please read it carefully before making any payment.
1. Overview
2. Trip Bookings
2.1 General Trip Bookings
For trips booked directly through Troova (where Troova is the service provider):
- Cancellations made more than 7 days before the trip start date are eligible for a full refund, minus applicable processing/platform fees.
- Cancellations made between 3–7 days before the trip start date are eligible for a 50% refund of the amount paid.
- Cancellations made less than 72 hours before the trip start date are non-refundable.
2.2 Group Trips
Group trips involve coordination across multiple users, and cancellation policies may be stricter:
- Cancellation requests must be submitted through the app at least 7 days prior to the trip start date to be eligible for any refund.
- If a group trip does not reach the minimum required participants, Troova reserves the right to cancel or reschedule the trip, in which case affected users will receive a full refund or the option to transfer to an alternative trip.
- Individual cancellations from a confirmed group trip within 7 days of departure are non-refundable, as costs may already be committed on behalf of the group.
3. Partner-Organized Trips
For trips, experiences, or services organized by third-party partners and listed on Troova:
- Cancellation and refund terms are governed by the respective partner's cancellation policy, which will be clearly displayed at the time of booking.
- Troova acts as a facilitating platform and is not directly responsible for refunds where the partner's policy applies; however, we will assist users in coordinating refund requests wherever possible.
- Any service fee charged by Troova for facilitating partner bookings is non-refundable, unless the trip is cancelled by the partner or Troova.
4. Subscription Plans & Premium Memberships
4.1 Subscription Cancellations
- Users may cancel their subscription at any time through the app or account settings.
- Cancellation will stop future billing cycles; however, no refunds will be issued for the current billing period already paid for.
- Access to premium features will continue until the end of the current billing cycle.
4.2 Premium Membership Refunds
- Premium membership fees are generally non-refundable, except where required by applicable consumer protection laws.
- If a technical error results in duplicate or erroneous charges, users may request a refund by contacting troova.in@gmail.com within 7 days of the charge.
4.3 Free Trials
- If Troova offers a free trial period for premium features, users will not be charged during the trial period.
- Unless cancelled before the trial ends, the subscription will automatically convert to a paid plan.
5. Refund Eligibility
Refunds may be considered eligible in the following situations:
- Cancellation within the timelines specified in Section 2
- Trip cancellation initiated by Troova or the trip organizer/partner
- Duplicate or erroneous payment charges
- Service not rendered due to a verified platform error
- Non-availability of the booked trip/service due to reasons attributable to Troova
6. Non-Refundable Situations
The following situations are not eligible for a refund:
- Cancellations made after the applicable cancellation window has passed
- No-shows or failure to join the trip without prior cancellation
- Violation of Troova's Terms & Conditions or Community Guidelines resulting in account suspension or removal from a trip
- Changes in personal circumstances, travel plans, or visa/document issues unrelated to Troova
- Dissatisfaction with a co-traveler match, where the trip/service itself was delivered as described
- Service/platform fees, unless otherwise specified
- Subscription fees for periods already consumed
7. Cancellation Timelines Summary
| Booking Type | Full Refund Window | Partial Refund | Non-Refundable |
|---|---|---|---|
| General Trip Booking | 7+ days before trip | 3–7 days (50%) | < 72 hours before trip |
| Group Trip | 7+ days before trip | N/A | < 7 days before trip |
| Partner-Organized Trip | As per partner policy | As per partner policy | As per partner policy |
| Subscription | Anytime (stops future billing) | N/A | Current billing cycle |
| Premium Membership | N/A (case-by-case) | N/A | Generally non-refundable |
8. Force Majeure
Troova shall not be liable for failure to perform any obligation, including providing refunds within standard timelines, due to events beyond our reasonable control, including natural disasters, pandemics, government-imposed travel restrictions, war, terrorism, civil unrest, or transportation disruptions.
In the event of a Force Majeure Event affecting a booked trip, Troova will make reasonable efforts to offer users the option to reschedule, receive credit for a future trip, or, where feasible, a partial refund after accounting for non-recoverable costs already incurred.
9. Refund Processing Timelines
- Approved refunds will be processed within 7–10 business days from the date of approval.
- Refunds will be credited to the original mode of payment used at the time of booking, unless otherwise agreed.
- Processing times may vary depending on the user's bank or payment provider and are beyond Troova's direct control.
10. How to Request a Cancellation or Refund
To request a cancellation or refund:
- Navigate to "My Bookings" or "My Subscriptions" within the Troova app
- Select the relevant booking/subscription and choose "Cancel" or "Request Refund"
- Alternatively, email our support team at troova.in@gmail.com with your booking ID and reason for cancellation
11. Dispute Resolution
If you are dissatisfied with a refund decision, you may escalate the matter as follows:
- First Level: Contact Troova Customer Support at troova.in@gmail.com with details of your concern.
- Second Level: If unresolved within 15 business days, the matter may be escalated to our Grievance Officer.
- Final Resolution: Any disputes that remain unresolved will be subject to arbitration seated in Delhi, India.
12. Changes to This Policy
Troova reserves the right to modify this Cancellation & Refund Policy at any time. Updated versions will be posted on our website/app with a revised "Effective Date." Continued use of the Platform after such changes constitutes acceptance of the revised Policy.
13. Contact Us
For any questions regarding cancellations or refunds, please contact:
- Email: troova.in@gmail.com
- Phone: +91 76784 35885
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