We've tried to make this as clear as possible. If you have any questions about what applies to your specific trip, please contact us before booking - we'd rather clarify upfront than deal with misunderstandings later.
Important: Different policies apply to Namibia and Kenya trips. Please read the section that applies to your destination carefully.
1. Your Payment Schedule
Every Flytrail trip follows a structured payment schedule:
Booking Fee — paid at the time of booking to secure your spot.
Second Payment — a partial payment due before your visa or eTA application is processed (destination-specific, confirmed at booking).
Final Payment — the remaining balance, due before departure (deadline confirmed at booking).
The exact amounts and deadlines for each payment will be confirmed in your booking invoice. Please refer to that document alongside this policy.
2. Cancellation Policy - All Trips Except Namibia & Kenya
If you need to cancel your trip, the following applies:
More than 90 days before departure: 70% refund of paid up amount apart from the booking fee
61–90 days before departure: 50% refund of paid up amount apart from the booking fee
45–60 days before departure: 30% refund of paid up amount apart from the booking fee
Less than 45 days before departure: no refund
Booking fee: Non-refundable in all cases.
3. Cancellation Policy - Kenya Trips
More than 90 days before departure: Full refund
61–90 days before departure: 50% refund of PAID UP AMOUNT, BOOKING FEE NON-REFUNDABLE
45-60 days prior to departure: 25% refund of PAID UP AMOUNT, BOOKING FEE NON-REFUNDABLE
LESS THAN 45 days prior to departure: no refund
Booking fee: ₹50,000 — non-refundable in all cases.
Payment schedule for Kenya:
Booking Fee: ₹50,000 (non-refundable)
Second Payment: 50% of remaining package cost, due at least 90 days before departure
Final Payment: Balance, due at least 60 days before departure
4. Cancellation Policy - Namibia Trips
Namibia has a slightly different structure because of the nature of costs committed early.
More than 90 days before departure: Full refund
61–90 days before departure: 50% refund of PAID UP AMOUNT, BOOKING FEE NON-REFUNDABLE
45-60 days prior to departure: 25% refund of PAID UP AMOUNT, BOOKING FEE NON-REFUNDABLE
LESS THAN 45 days prior to departure: no refund
Payment schedule for Namibia:
Booking Fee: ₹1,20,000 (₹50,000 refundable if canceled more than 90 days prior).
Second Payment: 50% of the remaining package cost, payable at least 90 days prior to the trip date.
Final payment: Balance amount, payable at least 60 days prior to the trip date.
5. Statutory Deductions
Any bank charges or credit card processing fees incurred at the time of booking are non-refundable.
6. Visa Rejection & Visa Delays
If your visa is rejected by the embassy:
Your booking fee will not be refunded in cash. However, it will be converted to a credit note of equal value, valid for use on any future Flytrail trip. There is no expiry on this credit note, provided the trip is confirmed within a reasonable timeframe.
Your second payment (the partial payment made prior to the visa application) will be refunded in full by bank transfer to your original payment account, provided the rejection is genuine and evidenced by official communication from the embassy.
If your visa is delayed and arrives after your trip has already started:
The same treatment applies - booking fee as credit note, second payment refunded by bank transfer.
Please read this carefully: The above visa refund terms apply only where the rejection or delay is genuine and outside your reasonable control. See Section 6 below for cases where this protection does not apply.
7. Visa Negligence — When Standard Cancellation Applies
We go out of our way to guide you through the visa process. In return, we expect you to engage with it seriously and promptly.
The following will be treated as wilful cancellation and will be subject to our standard cancellation policy — the visa-specific refund terms in Section 5 will not apply:
Failure to respond to calls or emails from the embassy or consulate in a timely manner.
Failure to submit required documents or information requested by the embassy.
Failure to follow embassy instructions or attend scheduled appointments.
Submitting incomplete, inaccurate, or misleading information in your visa application.
Any other act of negligence in the visa application process that, in Flytrail's reasonable assessment, contributed to the rejection or delay.
Why this clause exists: Visa rejections caused by the applicant's own inaction or negligence result in real, committed costs on our side — accommodation deposits, vehicle bookings, local arrangements — that we cannot recover. This clause ensures those costs are not unfairly borne by Flytrail.
If there is a dispute about whether negligence occurred, Flytrail's assessment will be based on documented communication records — embassy correspondence, response timestamps, and your booking file. We encourage you to keep us informed throughout your visa process so we can support you and document the timeline accurately.
8. Medical Cancellations
If you need to cancel due to a medical emergency affecting you or an immediate family member, we are sorry to hear it and will do our best to support you.
However, please note:
The cancellation will still be subject to our standard cancellation policy based on timing.
Any recovery of your trip investment due to medical reasons must be claimed through your travel insurance. This is one of the key reasons we require comprehensive travel insurance for all bookings.
We will provide you with all necessary documentation to support your insurance claim.
We will not override the cancellation policy for medical reasons — but your insurer should cover you if your policy includes trip cancellation cover, which it must.
9. No-Shows & Partial Use
If you do not show up for the trip, or if you leave the trip partway through, no refund will be issued for unused days or services. There are no exceptions to this.
10. Force Majeure & Trip Cancellation by Flytrail
This section applies only when Flytrail is compelled to cancel or significantly alter a trip due to circumstances beyond our control. It does not give clients the right to cancel and claim a refund under force majeure grounds.
What counts as force majeure on our end:
If we are forced to cancel a trip due to natural disasters, extreme weather making travel impossible, active armed conflict at the destination, a pandemic-related government shutdown, or a formal travel advisory issued against the destination by the Indian government (or the government of your country of residence), we will do the following:
Offer a rescheduled trip to the same or a comparable destination, where feasible.
Where rescheduling is not possible or acceptable, offer a credit note or partial bank transfer refund at our discretion or mix.
Communicate with you promptly and transparently as soon as a decision is made.
We are not obligated to provide a full cash refund in force majeure situations, as many costs will already have been committed to suppliers, accommodation, and ground operations on your behalf.
Clients cannot invoke force majeure. If you choose not to travel due to personal concern about a situation at the destination — including health fears, political developments, or perceived risk — that is a personal decision and will be treated as a standard cancellation under the applicable policy. The standard cancellation schedule in Sections 2, 3, or 4 will apply.
The trip will operate if:
There is no active travel advisory issued against the destination by the Indian government or the government of your country of residence, AND
Commercial flights from your home country or first port of departure to the destination country are operational.
If both these conditions are met, the trip is considered fully operational. Any decision not to travel under these circumstances is yours alone and will not be treated as a force majeure cancellation. No special refund terms will apply.
Why we've written it this way: In the aftermath of COVID-19, many travellers attempted to cancel trips citing force majeure when flights were running and no advisory was in place — simply because they were uncomfortable travelling. We understand that concern, but those are not circumstances where Flytrail bears the financial cost of a cancellation. We've been transparent about where the line is so there are no surprises.
11. How to Request a Refund
Email us at hello@flytrail.com with your booking reference and the reason for cancellation.
We will acknowledge your request within 3 working days.
Once a decision is made, refunds are processed within 14 working days.
Refunds are issued to the original payment method wherever possible. Bank transfer refunds will be made to the account from which payment was received.
12. Policy Changes
We reserve the right to update this refund policy at any time. The version of the policy in effect at the time of your booking will apply to your trip, unless a change is required by law.
13. Disputes
If you disagree with a refund decision, please write to us at hello@flytrail.com. We will review your case and respond within 7 working days. If the matter cannot be resolved directly, it will be subject to the dispute resolution process outlined in our Terms & Conditions.
**These terms were last updated in 2026. Flytrail reserves the right to update these terms at any time. The version in effect at the time of your booking applies to your trip.