Key facts: Subscription and platform fees are non-refundable. Flight refunds are governed by airline rules. Tour refunds follow the specific policy per booking type. Creator payouts are ₹49–₹99/1,000 views. All payments are processed by PCI-DSS Level 1 certified gateways — we store no card numbers or UPI PINs.
1. Overview
Viaje Holidays Private Limited facilitates all payments through certified, PCI-DSS Level 1 compliant payment gateways. We never store raw card details, CVVs, UPI credentials, or net banking passwords on our servers. All payment data is tokenised at the gateway level. This policy governs every financial transaction on the Viaje Platform including subscription billing, booking payments, creator payouts, forex transactions, and refunds.
2. Certified Payment Gateways
Viaje integrates the following RBI-regulated and internationally certified payment gateways: Cashfree Payments (RBI-authorised Payment Aggregator, PCI-DSS Level 1); Razorpay (RBI-authorised, PCI-DSS Level 1, NBFC-licensed); CCAvenue (HDFC-backed, multi-currency, PCI-DSS Level 1); PayU India (RBI-authorised Payment Aggregator, PCI-DSS Level 1); Payoneer (US-regulated, for international and cross-border payouts). The gateway available at checkout may vary by country, transaction type, and currency.
3. Accepted Payment Methods
Accepted methods include: UPI (all UPI-enabled apps including PhonePe, Google Pay, Paytm, BHIM); credit and debit cards (Visa, Mastercard, RuPay, Amex, Diners Club); net banking (all major Indian banks); EMI options (no-cost and standard, on select cards); RBI-licensed digital wallets (Paytm Wallet, Amazon Pay); and international cards (Visa, Mastercard, Amex — foreign currency surcharges may apply from your bank). Bank transfer/NEFT for corporate bookings is available on request via partner@viaje.in. Available methods vary by country and are displayed at checkout.
4. Payment Security
All payment pages are served over HTTPS with TLS 1.3. 3D Secure 2 (3DS2) authentication is supported for all card transactions. Card data is tokenised at the gateway — raw card numbers, CVVs, and expiry dates never reach Viaje's systems. UPI and net banking credentials are authenticated directly between you and your bank — Viaje never receives these credentials. All transactions are monitored in real time by Hawkeye, our fraud detection system, for anomalous patterns. Payment infrastructure is ISO 27001:2022 certified.
5. Pricing, Currency & Taxes
Prices are shown in your selected currency (INR, USD, EUR, GBP) inclusive of applicable taxes unless explicitly stated otherwise. The price confirmed at checkout is the price charged — no hidden fees. Indicative currency conversion rates are provided by a third-party financial API; actual rates applied to international transactions are determined by your bank or card issuer. TCS (Tax Collected at Source) at applicable rates is deducted on international outward remittances as required by the Income Tax Act, 1961, and is disclosed transparently at checkout. GST is applied as per Indian tax law on Platform fees.
6. Refund Policy — General Principles
Refunds are credited to the original payment source. Processing timelines: UPI — instant to 3 business days; credit/debit cards — 5–10 business days (bank-dependent); net banking — 5–7 business days; international cards — 10–14 business days. Timelines begin from the date Viaje initiates the refund. Delays beyond these are caused by your bank or card network. Contact your bank with the Refund Reference ID provided by Viaje for status updates. A platform fee or convenience charge is non-refundable on all transactions.
7. Subscription Charges
Subscription charges (Explorer, Voyager, Creator Pro) are strictly non-refundable once the billing period has commenced. No partial refunds are issued for unused days. The sole exception is a verified technical failure on Viaje's part that prevented access to subscribed features for more than 48 consecutive hours, in which case a pro-rated refund for the affected period may be issued. Cancelling a subscription immediately stops future renewal — access continues until the period end.
8. Flight Bookings
Flight cancellations and refunds are governed entirely by the airline's fare rules applicable to your ticket type, as accepted at the time of booking. Refundable fares are refunded to the original payment source, net of: the airline's applicable cancellation charge; any applicable taxes and surcharges per the fare rules; and Viaje's non-refundable platform fee. Non-refundable fares yield no refund. Processing typically takes 7–30 business days depending on the airline. Viaje does not charge additional cancellation fees beyond our non-refundable platform fee.
9. Tours, Hotels & Experiences
Viaje Admin Tours
For tours and holiday packages organised directly by Viaje: cancellation more than 20 days before departure — 50% of the booking value (excluding platform fee) is refunded; 10–20 days before departure — 30% is refunded; fewer than 10 days before departure, or same-day cancellation, or no-show — no refund is applicable.
Agency & Operator Tours
Tours listed by registered agency or operator partners (including those sourced through Viator and GetYourGuide) are governed by that operator's own cancellation policy, which is displayed on the listing page before booking. Viaje is not liable for third-party refund decisions. We strongly recommend reading the cancellation terms before confirming. For disputes with agency partners, contact partner@viaje.in.
Individual Host Experiences
Experiences hosted by individual verified users follow the refund terms set by the host, disclosed at booking. Viaje facilitates mediation but does not guarantee refunds. Refer to our Dispute Resolution Policy for escalation options.
Hotels
Hotel refund terms vary by rate type and property policy, displayed at checkout. Flexible rate refunds are credited to the original payment source within standard processing timelines. Non-refundable rate bookings yield no refund regardless of circumstances.
10. Creator Payouts
Creator earnings are credited to your Viaje Wallet in near real time based on verified engagement metrics. Payout rates: video content on YouTube, Facebook, Instagram, or equivalent — ₹49 to ₹99 per 1,000 authentic views depending on the platform (exact rates displayed in Creator Dashboard); blog posts — ₹49 per post with a minimum of 1,000 verified page views; photo posts — ₹99 per post with a minimum of 100 authentic likes. Wallet withdrawals: UPI (instant), bank transfer/NEFT (3 working days), international via Payoneer (3–5 working days). Minimum withdrawal: ₹100. Applicable TDS is deducted as required by Indian income tax law. Earnings for content found to be in violation of Community Guidelines or generated through artificial engagement may be withheld or reversed.
11. International Payments
For users outside India: foreign currency conversion charges apply per your bank's prevailing rate; TCS at applicable rates applies to outward remittances; additional verification steps may be required for high-value international transactions under RBI guidelines; corporate invoices in USD or EUR are available on request. Payment method availability varies by country and is displayed at checkout. Report international payment issues to legal@viaje.in.
12. Payment Disputes
For any disputed charge, contact legal@viaje.in within 30 days before initiating a chargeback. We investigate and respond within 7 business days. Provide your Order ID, transaction date, amount, payment method, and a description of the issue. Chargebacks initiated without prior contact with Viaje may result in account suspension and will be contested as per applicable payment network rules.