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BOOKING, CANCELLATION & REFUND POLICY

Effective Date: 17 September 2026
Last Updated: 18 September 2026

This Booking, Cancellation & Refund Policy (“Policy”) explains how bookings, payments, amendments, cancellations, no-shows, rescheduling and refunds are handled for services booked through BookBir.

We want customers to know the important commercial terms of their booking before they pay. Because BookBir offers different types of services through independent local service providers, cancellation conditions may differ depending on the service, supplier, rate, date or package selected.

Where a service-specific cancellation condition applies, it will be disclosed before payment or booking confirmation.

  1. SCOPE OF THIS POLICY

This Policy applies to bookings made through:

  • BookBir.com;
  • the BookBir mobile application or Progressive Web App;
  • BookBir’s authorised WhatsApp number;
  • telephone;
  • email; and
  • any other official BookBir booking channel.

It may apply to services including:

  • Paragliding;
  • Hotels, stays and accommodation;
  • Trekking;
  • Camping;
  • Scooty and other vehicle rentals;
  • Taxi and local transport;
  • Cakes and customised products;
  • Local services;
  • Travel experiences; and
  • Other services made available through BookBir.

The person making the booking is referred to as the “Customer.”

A person participating in or receiving a booked service is referred to as a “Participant.”

The independent hotel, activity operator, pilot, guide, taxi operator, rental provider, vendor or other person/business providing the underlying service is referred to as the “Service Provider.”

  1. BOOKBIR’S ROLE

BookBir primarily operates as a local booking and facilitation platform connecting customers with independent Service Providers.

Depending on the booking, BookBir may:

  • provide information about available services;
  • facilitate enquiries and reservations;
  • communicate with Service Providers;
  • collect booking information;
  • collect or facilitate payments;
  • issue booking confirmations;
  • assist with changes and cancellations; and
  • coordinate customer support.

Unless expressly stated otherwise, the underlying accommodation, flight, trek, camping experience, taxi, rental, product or other service is provided by the identified Service Provider.

The Service Provider remains responsible for matters within its operational control, including its personnel, vehicles, premises, equipment, licences, permits and day-to-day safety decisions.

However, BookBir remains responsible for the commitments it expressly makes, payments it is authorised to collect or hold, representations made by BookBir, and responsibilities that cannot lawfully be excluded.

A Service Provider’s listing on BookBir does not by itself authorise that provider to make additional promises, discounts, refunds or commitments on behalf of BookBir.

  1. INFORMATION PROVIDED BEFORE PAYMENT

Before a Customer makes a required booking payment, BookBir will provide or make reasonably accessible the material terms applicable to the booking.

Depending on the service, these may include:

  • Service or package selected;
  • Service Provider;
  • Booking date;
  • Number of Participants;
  • Total Price;
  • Reservation or advance amount;
  • Remaining balance;
  • Payment deadline;
  • Important inclusions and exclusions;
  • Cancellation conditions;
  • Rescheduling conditions;
  • Eligibility requirements; and
  • Other material restrictions relevant to the booking.

Customers should review this information before making payment.

Where a particular Service Provider, promotional rate, non-refundable rate, peak-date booking or customised service has different cancellation conditions, those conditions must be communicated before payment in order to form part of the booking terms.

  1. BOOKING REQUESTS AND CONFIRMATION

An enquiry, quotation, availability indication or payment request does not automatically constitute a confirmed booking.

Unless expressly stated otherwise, a booking becomes confirmed when:

  1. the required Reservation Amount or other required payment has been successfully received; and
  2. BookBir or the authorised Service Provider has issued a Booking Confirmation.

Availability may change until confirmation.

If payment is successfully received but the requested service cannot subsequently be confirmed, BookBir will offer the Customer:

  • a suitable alternative, subject to the Customer’s acceptance;
  • an alternative available date/time; or
  • a refund of the amount paid for the unconfirmed booking.

The Customer is not required to accept a materially different substitute.

  1. RESERVATION AMOUNT / ADVANCE PAYMENT

Some BookBir services may require an advance or Reservation Amount rather than full payment.

Unless expressly identified otherwise before payment, the Reservation Amount:

  • forms part of the Total Price;
  • secures or requests the relevant reservation;
  • is credited towards the Total Price; and
  • is not an additional amount payable on top of the Total Price.

The remaining balance must be paid according to the terms shown in the Booking Confirmation.

Whether a Reservation Amount is refundable depends on:

  • the service booked;
  • when the cancellation is made;
  • the cancellation conditions disclosed before payment;
  • costs already reasonably committed for the booking; and
  • applicable law.

BookBir will not retrospectively convert a Reservation Amount into a separate “booking fee” merely to prevent an otherwise applicable refund.

  1. CUSTOMER CANCELLATIONS

A Customer who wishes to cancel should contact BookBir as soon as possible.

Cancellation requests may be submitted through:

Email: support@bookbir.com
WhatsApp / Telephone: +91 62307 48100

or another cancellation method specifically stated in the Booking Confirmation.

The request should contain sufficient information to identify the booking.

Cancellation is treated as received when the request reaches an authorised cancellation channel, based on reasonably reliable message, delivery or system records.

A delay by BookBir in acknowledging the request will not by itself turn an otherwise timely cancellation into a late cancellation.

All cancellation deadlines are calculated using Indian Standard Time (IST) unless the booking terms expressly provide otherwise.

  1. HOW CANCELLATION CHARGES ARE DETERMINED

BookBir does not apply one identical cancellation rule to every service because different services have different operational and supplier commitments.

The cancellation terms disclosed for the particular booking will apply.

Depending on those terms, cancellation may result in:

  • a full refund;
  • a partial refund;
  • deduction of an applicable cancellation charge;
  • deduction of reasonable committed costs;
  • rescheduling or booking credit where agreed; or
  • no refund for a properly disclosed non-refundable booking.

Any applicable cancellation charge must be communicated before payment in order to form part of the booking terms.

BookBir will not create or increase a cancellation percentage after the Customer has already booked.

Amounts already recovered, avoided or otherwise not lawfully chargeable will not intentionally be charged twice.

A “non-refundable” condition does not remove rights or remedies that may apply where a service is not supplied, is materially misdescribed, is deficient, or where applicable law otherwise requires a remedy.

  1. STAYS AND ACCOMMODATION

Hotels and other accommodation may have different cancellation plans.

The applicable cancellation plan will be shown or communicated before payment.

8.1 Flexible Cancellation

If your stay is booked with Flexible Cancellation, you may cancel 7 or more days before your scheduled check-in date and receive a full refund of the Reservation Amount paid to BookBir.

If you cancel less than 7 days before your scheduled check-in date, the Reservation Amount is non-refundable.

Example:
If your check-in date is 20 October:

  • Cancellation on or before 13 October → Full refund of the Reservation Amount.
  • Cancellation from 14 October onwards → Reservation Amount is non-refundable.

Any different cancellation conditions applicable to a particular property, rate, package or special offer will be clearly communicated before payment.

8.2 Property-Specific and Non-Refundable Rates

A hotel may offer:

  • non-refundable rates;
  • promotional rates;
  • peak-season rates;
  • festival/holiday rates; or
  • property-specific cancellation conditions.

Such conditions apply only when disclosed before payment.

8.3 No-Show

Failure to arrive for a confirmed stay without cancelling may be treated as a no-show according to the cancellation terms accepted for that booking.

  1. PARAGLIDING

Paragliding is a weather-dependent adventure activity.

Safety takes priority over schedule.

Flight operation may depend on:

  • wind;
  • visibility;
  • rain;
  • cloud conditions;
  • airspace restrictions;
  • launch-site conditions;
  • equipment;
  • pilot assessment;
  • government or authority restrictions; and
  • other operational or safety factors.

The authorised pilot/operator has final operational control over whether a flight can safely proceed.

BookBir will not require an operator or pilot to conduct a flight considered unsafe.

9.1 Operator Cancels Before the Flight

If the operator cancels because the flight cannot safely or operationally be conducted, the Customer may be offered:

  • another available time on the same day;
  • rescheduling to another available date; or
  • the applicable refund for the unperformed service.

The Customer will not be forced to accept a voucher instead of a monetary refund where a monetary refund is otherwise due.

9.2 Weather Delays

Paragliding conditions can change during the day.

A scheduled or expected reporting time does not guarantee immediate take-off.

Reasonable waiting may be required where conditions are expected to improve.

If a substantial delay results in the flight being unable to operate, the booking will be handled as an operator/weather cancellation according to the applicable terms.

9.3 Customer Chooses Not to Fly

If the operator confirms that conditions are suitable and the service is available, but the Customer chooses not to fly because of:

  • fear;
  • change of mind;
  • change of personal plans; or
  • another personal reason,

the booking will be treated as a Customer cancellation and the applicable cancellation terms will apply.

This does not apply where there is a substantiated safety problem, material misrepresentation or other provider-side failure giving rise to a remedy.

9.4 Flight Duration and Route

Flight duration, altitude, route and landing conditions can vary because of weather and safety conditions.

Any duration advertised as approximate or typical is not an exact guarantee.

Where BookBir expressly sells a service with a guaranteed feature, failure to provide that feature will be handled according to the booking terms and applicable law.

  1. TREKKING AND CAMPING

Trekking and camping experiences may depend on:

  • weather;
  • trail conditions;
  • group size;
  • guide availability;
  • government restrictions;
  • local conditions;
  • campsite availability; and
  • safety considerations.

Guides or operators may make reasonable safety-related changes to:

  • routes;
  • campsites;
  • departure times;
  • schedules; or
  • activity format.

Where a material change substantially alters the booked experience, BookBir will communicate available alternatives and any applicable refund or rescheduling options.

If a trek or camping experience is cancelled by the operator and cannot be provided, amounts refundable for the unperformed service will be handled according to the applicable booking terms and law.

  1. SCOOTY AND VEHICLE RENTALS

Customers renting a scooty or other vehicle must:

  • hold the legally required valid driving licence;
  • provide required identification;
  • comply with applicable road and traffic laws;
  • follow the rental provider’s permitted-use conditions; and
  • return the vehicle according to the agreed time and conditions.

Before payment or vehicle handover, applicable terms must identify relevant matters such as:

  • rental price;
  • duration;
  • security deposit;
  • fuel policy;
  • return time;
  • permitted use;
  • late-return charges;
  • damage conditions; and
  • insurance information, where applicable.

Security-deposit deductions for alleged damage must be reasonably explained and supported.

Customers will not be charged for documented pre-existing damage or ordinary wear and tear.

  1. TAXI AND TRANSPORT BOOKINGS

Taxi bookings may specify:

  • Travel Date;
  • Pickup Location;
  • Destination;
  • Number of passengers;
  • Vehicle category;
  • Price or pricing basis; and
  • agreed inclusions.

Additional waiting time, tolls, parking, additional distance, route changes or itinerary changes may result in additional charges where disclosed or subsequently agreed.

If the Customer materially changes the route, pickup time or itinerary after confirmation, the provider may revise the price with the Customer’s agreement.

If a confirmed taxi becomes unavailable because of BookBir or the Service Provider, BookBir will attempt to arrange an appropriate alternative.

If no suitable alternative is available or accepted, any amount due for refund for the unprovided service will be processed.

  1. CAKES AND CUSTOMISED PRODUCTS

Cakes and other customised or perishable products require advance preparation.

The Customer should confirm:

  • product;
  • size/weight;
  • customisation;
  • delivery or pickup;
  • date/time; and
  • price

before payment.

Once ingredients, materials or customised items have been purchased or preparation has begun, Customer cancellation may result in deduction of reasonable costs already committed where such conditions were disclosed.

However, customisation or perishability does not remove remedies that may apply where the product is:

  • not delivered;
  • unsafe;
  • materially defective; or
  • materially different from what was agreed.
  1. RESCHEDULING AND BOOKING CHANGES

Customers may request changes to:

  • date;
  • time;
  • number of Participants;
  • pickup details;
  • accommodation;
  • vehicle;
  • activity; or
  • other booking details.

A requested change is not confirmed until accepted by BookBir or the relevant Service Provider.

Changes are subject to availability.

If the revised booking costs more than the original booking, the Customer must pay the applicable difference.

If the revised service costs less, any applicable adjustment will be determined according to the accepted booking terms.

Until a requested change has been accepted, the original booking remains in effect.

A request to reschedule does not automatically pause or cancel the original booking.

  1. LATE ARRIVAL AND NO-SHOWS

Customers are responsible for arriving at the reporting, pickup or check-in location at the communicated time.

Where relevant, BookBir or the Service Provider may communicate:

  • reporting time;
  • departure time;
  • grace period; and
  • consequences of late arrival.

If a Customer arrives so late that the booked service can no longer reasonably be provided, the booking may be treated as a late cancellation or no-show according to the accepted booking terms.

A Customer will not automatically be treated as a voluntary no-show where the service could not be used because of:

  • Service Provider non-availability;
  • unjustified provider refusal;
  • a material provider-side failure; or
  • a substantiated safety issue attributable to the provider.
  1. CANCELLATION BY BOOKBIR OR SERVICE PROVIDER

Sometimes a confirmed booking may need to be cancelled because of:

  • Service Provider unavailability;
  • operational problems;
  • weather;
  • safety concerns;
  • government restrictions;
  • road closures;
  • natural events; or
  • other circumstances affecting performance.

BookBir will inform the Customer as soon as reasonably practicable after becoming aware of the cancellation.

Depending on the circumstances, BookBir may offer:

  1. rescheduling;
  2. a comparable alternative; or
  3. a refund of the applicable amount for the unprovided service.

A materially different alternative or increased price requires the Customer’s agreement.

A Customer will not be charged a cancellation fee merely because BookBir or the Service Provider cancelled the service.

  1. PARTIALLY PROVIDED SERVICES

Sometimes part of a booking may be successfully provided while another part cannot be delivered.

Where services can reasonably be separated, any refund will normally relate to the affected or unprovided component rather than automatically refunding the entire booking.

For example, if a multi-service itinerary contains independently usable services and only one component is cancelled, the remaining confirmed services may continue.

However, if cancellation of a component substantially defeats the essential purpose of the overall booking, the Customer’s applicable rights will be considered based on the circumstances, accepted terms and applicable law.

BookBir will not use arbitrary retrospective valuations simply to reduce an otherwise applicable refund.

  1. FORCE MAJEURE AND EVENTS OUTSIDE REASONABLE CONTROL

Events outside reasonable control may include circumstances such as:

  • exceptional natural events;
  • severe weather;
  • government restrictions;
  • road or infrastructure closure;
  • airspace restrictions;
  • civil emergency; or
  • other events that genuinely prevent or materially delay performance.

The affected party is expected to take reasonable steps to reduce disruption.

A force-majeure event does not automatically mean that all Customer payments are forfeited.

Refunds, rescheduling, amounts attributable to services already performed and reasonably committed costs will be handled according to the booking terms and applicable law.

Ordinary overbooking or routine commercial inconvenience will not automatically be treated as force majeure.

  1. REFUND CALCULATION

Where a refund is due, the starting amount is the amount actually paid for the affected booking or affected service component.

From this amount, BookBir may deduct only amounts that are properly applicable under:

  • the cancellation conditions accepted before payment;
  • reasonable committed costs where applicable;
  • services already provided; and
  • applicable law.

Amounts already refunded for the same payment will not be refunded twice.

An unpaid balance is not itself a refundable amount.

Example

If:

Total booking price: ₹5,000
Amount actually paid: ₹1,000
Applicable cancellation deduction: ₹500

the booking-price refund would be ₹500.

If the full ₹5,000 had been paid under the same circumstances, the booking-price refund would be ₹4,500.

  1. REFUND PROCESSING TIME

Once BookBir has confirmed that a refund is due and has the information reasonably required to process it, BookBir will initiate the refund within 7 business days, unless a shorter period is required under applicable law or payment-system rules.

Refunds will ordinarily be returned to the original payment method.

After BookBir initiates the refund, additional processing time may be required by:

  • the Customer’s bank;
  • card issuer;
  • UPI provider;
  • payment gateway; or
  • other payment service provider.

BookBir cannot control external banking settlement times but will provide available transaction information and reasonable assistance if an initiated refund is delayed.

A voucher or booking credit will not replace a monetary refund that is otherwise due unless the Customer agrees.

Payment-gateway or transaction charges will not automatically be deducted from a refund. Any such deduction must have been properly disclosed and be lawful in the circumstances.

  1. FAILED, DUPLICATE OR INCORRECT PAYMENTS

If money is debited but the booking is not successfully confirmed, the Customer should contact BookBir with the relevant payment reference.

BookBir will investigate the transaction.

If a duplicate payment or excess payment is verified, the refundable excess amount will be returned.

Customers should avoid repeatedly attempting payment while an earlier transaction remains pending unless its status has been clarified.

BookBir may reasonably investigate suspected fraudulent or unauthorised payments, but an investigation does not create a right to retain Customer funds indefinitely.

  1. CUSTOMER RESPONSIBILITIES

Customers and Participants are responsible for:

  • providing accurate booking information;
  • checking the Booking Confirmation;
  • providing valid identification where required;
  • meeting disclosed age, weight, fitness, licence or eligibility requirements;
  • arriving at the required time and location;
  • following reasonable safety instructions;
  • using required safety equipment;
  • complying with applicable laws; and
  • behaving responsibly towards Service Providers, staff and other Participants.

Adventure Participants should provide relevant information reasonably required by the operator to determine eligibility or safety.

Participants must not take part in adventure activities or operate rented vehicles while impaired by alcohol, drugs or another condition that makes participation unsafe.

Customers should never send OTPs, passwords, PINs or complete card/payment credentials through BookBir support channels.

  1. ADVENTURE ACTIVITY RISKS

Paragliding, trekking, camping and similar outdoor activities involve inherent risks arising from matters such as:

  • terrain;
  • altitude;
  • weather;
  • physical exertion; and
  • the nature of the activity.

Participants are expected to follow operator safety instructions and use required safety equipment.

Acknowledgement of the inherent risks of an activity does not waive responsibility for negligence, unsafe equipment, fraud, unlawful conduct or another liability that cannot lawfully be excluded.

Minors must have any consent and supervision required by the Service Provider and applicable law.

  1. COMPLAINTS AND GRIEVANCE REDRESSAL

Customers should report booking or service problems promptly where safe and reasonably practicable so that BookBir and the relevant Service Provider have an opportunity to investigate and assist.

Complaints may be submitted to:

Grievance Officer: Manjeet Thakur
Designation: Grievance Officer, BookBir
Email: support@bookbir.com
Phone / WhatsApp: +91 62307 48100
Address: Bir, Tehsil Baijnath, District Kangra, Himachal Pradesh – 176077, India

Please include, where relevant:

  • Customer name;
  • Booking reference;
  • Booking date;
  • Service booked;
  • Description of the issue;
  • Payment reference; and
  • Requested resolution.

The Grievance Officer will acknowledge receipt of a consumer complaint within 48 hours and will endeavour to resolve the complaint within one month from the date of receipt, in accordance with applicable requirements.

Using BookBir’s internal complaint process does not remove any right a Customer may have to approach an appropriate consumer commission, the National Consumer Helpline or another competent authority.

  1. PERSONAL INFORMATION AND BOOKING RECORDS

Personal information provided in connection with a booking will be handled in accordance with BookBir’s separately published Privacy Policy and applicable data-protection law.

Information reasonably necessary to arrange or administer a booking may be shared with relevant parties such as:

  • the applicable Service Provider;
  • payment provider; and
  • other authorised service providers involved in fulfilling the booking.

Booking confirmations, communications, payment records, policy versions and related records may be retained where reasonably required for:

  • booking administration;
  • accounting;
  • legal compliance;
  • fraud prevention; and
  • dispute resolution,

subject to applicable data-protection and retention requirements.

This Policy does not constitute blanket consent for unrelated marketing or unnecessary disclosure of personal information.

  1. RELATIONSHIP WITH SERVICE-SPECIFIC TERMS

This Policy contains BookBir’s general booking, cancellation and refund rules.

A particular booking may also have specific conditions relating to:

  • the Service Provider;
  • property;
  • activity;
  • package;
  • promotional offer;
  • peak date;
  • non-refundable rate; or
  • customised service.

Those conditions apply only where they were properly communicated before payment or otherwise validly agreed.

In case of inconsistency, the following order generally applies:

  1. mandatory applicable law;
  2. specific booking terms properly disclosed and accepted before payment;
  3. this Booking, Cancellation & Refund Policy; and
  4. BookBir’s general Terms & Conditions.

A Booking Confirmation issued after payment will not retrospectively introduce a materially less favourable cancellation condition that the Customer did not previously accept.

  1. CHANGES TO THIS POLICY

BookBir may update this Policy from time to time to reflect changes to:

  • services;
  • booking processes;
  • payment arrangements;
  • business operations; or
  • applicable legal requirements.

The version applicable to a confirmed booking will generally be the version or booking terms accepted when that booking was made, unless applicable law requires otherwise or the parties expressly agree to a change.

A later policy update will not retrospectively increase cancellation charges or reduce refund rights already accrued for an existing confirmed booking.

  1. APPLICABLE LAW AND CUSTOMER RIGHTS

This Policy is governed by applicable laws of India.

Nothing in this Policy is intended to exclude, restrict or waive any consumer right, remedy, obligation or liability that cannot lawfully be excluded or restricted.

Where any part of this Policy is found to be unenforceable, the remaining provisions will continue to apply to the extent legally possible.

Nothing in this Policy prevents a Customer from using a consumer or statutory dispute-resolution forum available under applicable law.

  1. OFFICIAL BOOKBIR CONTACT DETAILS

Trading Name: BookBir

Website: BookBir.com

Customer Support Email: support@bookbir.com

Telephone / WhatsApp: +91 62307 48100

Business Location: Bir, Tehsil Baijnath, District Kangra, Himachal Pradesh – 176077, India

IMPORTANT CUSTOMER SUMMARY

Before making payment, please check:

  1. What service am I booking?
    Confirm the service/package, date and number of Participants.
  2. How much am I paying now?
    Check the Total Price, Reservation Amount and remaining balance.
  3. What happens if I cancel?
    Review the cancellation terms applicable to your particular booking.
  4. Is the activity weather dependent?
    Paragliding, trekking, camping and other outdoor activities may be delayed, rescheduled or cancelled for safety reasons.
  5. When is my booking confirmed?
    Your booking is confirmed after the required payment is successfully received and a Booking Confirmation is issued, unless your booking terms expressly state otherwise.
  6. How are eligible refunds handled?
    Once BookBir confirms that a refund is due and has the required transaction information, BookBir will initiate it within 7 business days, subject to any shorter applicable legal/payment-system requirement.
  7. Need help?
    Contact BookBir at support@bookbir.com or +91 62307 48100.

By completing a booking through BookBir, the Customer acknowledges the booking information and cancellation conditions disclosed before payment, together with this Policy and any other terms validly applicable to the booking.

Mandatory Rights Statement: Nothing in this Policy excludes or restricts a right, remedy, duty or liability that cannot lawfully be excluded or restricted.

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