Complaint Details

Status	:	Un-Resolved
Complaint No	:	0147789/2023
Category	:	Travel
Date	:	09-02-2023
Subject Line	:	No clarity on Cancellation Policy or Date Amendment.
Complainant	:	Mayank Arora
Address	:	F-2001, Great Value Sharanam, Sector 107
Complainee	:	Easy Trip planners Pvt ltd
Address	:	Delhi Building No. - 223, Patparganj Industrial Area

Complaint Details
I made a hotel booking for my uncle with them on Feb 8th for a hotel in Varanasi. The moment I made the booking I realized that I had made a mistake on the dates and thus looked for the cancellation policy. Now this is what the policy states on their voucher.

Booking & Cancellation Policy

o Before: 08-Feb-2023 INR 0 (Free Cancellation)
o From: 08-Feb-2023 100% Charge (Non Refundable)


Looking at the above I canceled the booking within 30 mins on Feb 8th itself and I get an email from them that this booking is non-refundable. When I called to ask why is that the case, they said the cancelation needs to be done before 8th which I told them that the day of 8th gets over at 11:59 PM so as per the above it’s within the policy. No, they stated as per this policy this booking can only be cancelled on before Feb 8th which means Feb 7th so one has to go back in time to cancel the booking.

Instead of just saying in one line that this booking is NON-REFUNDABLE they are misguiding customers by the above dubious policy description. Also, they are using Agoda to make the hotel bookings, so they are not even connected to the hotel chains so making date changes is also a herculean task and finally it did not happen as they say the date amendment is not a part of the booking which is not stated in my booking voucher from #Easemytrip, and I had to lose my money.

Can anyone share a legal opinion as to whether I can take them to court for this misguidance and hold them responsible or please let me know if I am wrong here in understanding the above policy

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