This policy explains when a booking made with Travel Tracker can be cancelled, what is refundable, and how long a refund takes. It applies alongside our Terms & Conditions and the rules of the airline, hotel or embassy concerned.
1. How to request a cancellation or refund
Send a written request from the email address used for the booking to info@traveltrackerbd.com, quoting your booking or invoice reference and the reason for cancellation. The cancellation takes effect on the date we receive your written request during business hours, not on the date you decide to cancel.
2. Cancellation by you
Unless the supplier's own rules are stricter, the following charges apply to the land portion of a tour package, calculated on the total package price:
- 30 days or more before departure — the deposit is retained; the balance is refunded.
- 15 to 29 days before departure — 50% of the package price is retained.
- 7 to 14 days before departure — 75% of the package price is retained.
- Fewer than 7 days before departure, or no-show — no refund is due.
Where an airline, hotel or ground operator imposes a higher cancellation charge, that charge applies instead.
3. Items that are not refundable
- Visa fees, embassy charges, biometric fees and appointment costs, once submitted — including where an application is refused or withdrawn.
- Our visa processing service charge, once the file has been prepared or lodged.
- Non-refundable air tickets and promotional fares, and the taxes on them that the airline does not return.
- Non-refundable hotel rates, event or attraction tickets, and travel insurance premiums.
- Bank, card gateway and mobile financial service charges incurred on the original payment.
- Any service already delivered, and any unused portion of a tour once travel has begun.
4. Air tickets
Refunds on air tickets follow the fare rules of the issuing airline. Where a ticket is refundable, the airline's cancellation penalty and our service charge are deducted, and the refund is released only after the airline settles it with us — which commonly takes 4 to 12 weeks depending on the carrier.
5. Visa applications
Visa fees are paid directly to the embassy or its authorised centre and are never refundable once an application is lodged, regardless of the outcome. A refused visa is a decision of the embassy alone. If a visa is refused before travel, the package cancellation charges in section 2 still apply to the rest of the booking.
6. Cancellation by us
If we cancel a confirmed booking for any reason other than your default, you may choose between a comparable alternative arrangement or a full refund of all amounts paid to us for the cancelled services, with no cancellation charge. Where cancellation is caused by events beyond our reasonable control — weather, natural events, epidemics, strikes, civil unrest or government action — we will refund all amounts we are able to recover from suppliers, less costs already incurred on your behalf.
7. Refund method and timeline
- Approved refunds are returned to the original payment method and to the person who made the payment.
- Refunds not dependent on a third party are processed within 7 to 14 working days of approval.
- Refunds that depend on an airline, hotel or overseas operator are released within 7 working days of our receiving the funds from that supplier.
- The time your bank or card issuer takes to credit the amount is outside our control.
8. Amendments instead of cancellation
Where dates or travellers can be changed rather than cancelled, an amendment is usually cheaper. Amendment requests are subject to availability, the supplier's change fee, any fare difference, and our service charge.
9. Complaints
If you are dissatisfied with a service or a refund decision, write to us within 30 days of your return. We will acknowledge your complaint within 5 working days and aim to resolve it within 30 days.
10. Contact us
Travel Tracker
Malek Tower (9th Floor), 31 Tejkuni Para, Farmgate, Dhaka - 1215, Bangladesh
Phone: (+880) 1897 629790-2
Email: info@traveltrackerbd.com