1. Overview
This Return & Refund Policy governs refund eligibility, process, and timelines for all services booked through South East Asia DMC Private Limited (trading as "SEA DMC"), including tour packages, hotel accommodations, transfers, attraction tickets, and activities across Singapore, Malaysia, Bali, Dubai, and Thailand.
This policy should be read in conjunction with our Cancellation Policy and Payment Policy.
2. Nature of Services
SEA DMC provides travel and hospitality services that are consumed at the destination. Unlike physical goods, travel services cannot be "returned" in the traditional sense. Therefore:
- Refunds are processed only as a result of cancellations made before travel or in exceptional circumstances.
- Services already consumed (e.g. hotel nights stayed, transfers used, activities completed) are non-refundable.
- Partial utilisation of a package does not entitle the guest to a refund for unused services.
3. Refund Eligibility
Refunds may be issued in the following scenarios:
| Scenario | Refund Type |
|---|---|
| Cancellation before travel (as per cancellation slabs) | Partial refund after deducting applicable charges |
| Service not provided by supplier (hotel overbooking, cancelled activity) | Full refund for the specific service |
| Duplicate payment received | Full refund of duplicate amount |
| Visa rejection (with documentary proof) | Refund minus non-refundable components & processing fees |
| Force majeure preventing travel | Case-by-case basis (credit note or partial refund) |
4. Cancellation Charges & Refund Calculation
When a cancellation results in a refund, the refundable amount is calculated as:
Refund Amount = Total Payment Received − Cancellation Charges − Non-Refundable Components
Cancellation charges are applied as per the slabs defined in our Cancellation Policy.
5. Non-Refundable Components
The following items are non-refundable under any circumstance:
- Attraction tickets and theme park entries (once purchased)
- Visa processing and facilitation fees
- Travel insurance premiums
- Cruise bookings (non-cancellable by shipping line)
- Special event or show tickets (e.g. Kecak Dance, Desert Safari shows)
- Airport meet & greet and transfer services already rendered
- Any service marked as "non-refundable" in the booking confirmation
6. Refund Process
- Submit cancellation request in writing to sales@seadmc.in with the booking reference number.
- SEA DMC will acknowledge the request within 1 business day and share the applicable cancellation charges.
- Once the travel agent confirms acceptance of the charges, the refund will be initiated within 3 business days.
- The refund will be credited to the original payment source (same bank account or payment method used for the booking).
7. Refund Timelines
| Refund Mode | Processing Time |
|---|---|
| NEFT / RTGS / IMPS | 5 – 7 business days |
| UPI | 3 – 5 business days |
| Cheque | 10 – 14 business days |
| International wire transfer | 10 – 15 business days |
| Credit note (for future bookings) | Issued within 3 business days |
Processing times are indicative and may vary depending on bank processing schedules and public holidays.
8. Credit Notes
- In certain cases, SEA DMC may offer a credit note instead of a monetary refund — especially for peak-season cancellations or force majeure situations.
- Credit notes are valid for 12 months from the date of issue and can be used for any future booking.
- Credit notes are non-transferable and cannot be encashed.
9. Service Quality Complaints
- If a service was substandard or not as described, the complaint must be raised during the trip so that SEA DMC can take immediate corrective action with the supplier.
- Post-trip complaints must be filed in writing within 7 days of return with supporting evidence (photographs, hotel receipts, etc.).
- Refunds or compensation for service quality issues are at SEA DMC's sole discretion after supplier investigation.
10. Partial Package Utilisation
If a guest voluntarily chooses not to use certain services included in the package (e.g. skipping an excursion, late arrival reducing hotel nights), no refund will be provided for those unused services. SEA DMC has already committed payment to the respective suppliers.
11. Governing Law & Jurisdiction
This Return & Refund Policy is governed by the laws of India. Any disputes arising under this policy shall be subject to the exclusive jurisdiction of the courts in Gurugram, Haryana, India.
12. Contact Us
For refund inquiries or status updates:
- Email: sales@seadmc.in
- WhatsApp: +91 890 151 5562
- Office: South East Asia DMC Pvt. Ltd., Garhi Road Basai, Gurugram 122001, Haryana