1. How to Cancel or Reschedule
You can cancel or request a reschedule in any of these ways:
- By emailing us at services@ghatgo.com with your booking reference.
- By calling our support team on +91 97957 89111 or +91 73846 76470 (8:00 AM – 9:00 PM IST).
The cancellation time is recorded as the time at which we receive your written or telephonic request, not the scheduled departure time.
2. Customer-Initiated Cancellation Slabs
The refund you receive depends on how much in advance you cancel:
| Time of cancellation (before scheduled departure) | Refund |
|---|---|
| More than 48 hours | 100% refund |
| Between 24 and 48 hours | 75% refund |
| Between 6 and 24 hours | 50% refund |
| Less than 6 hours, or no-show | No refund |
Payment-gateway charges, where applicable, may be deducted from any refund.
3. Operator-Initiated Cancellations
If GhatGo or the boat operator is unable to operate your ride for any reason — including bad weather, unsafe river conditions, instructions from local authorities, mechanical issues or any force-majeure event — you will be offered, at your choice:
- A free reschedule to the next available slot, or
- A 100% refund of the amount paid for that booking.
GhatGo’s liability in such cases is limited to the amount paid for the booking and does not extend to other costs you may have incurred (travel, accommodation, loss of time, etc.).
4. Partial Rides & On-Site Issues
- If you arrive late and miss the boat, the booking is treated as a no-show and no refund is due.
- If the boat allotted is not as described in the listing, please inform the crew immediately and contact us within 24 hours of the ride so we can investigate.
5. Refund Method & Timeline
- All refunds are processed back to the original payment method used at checkout (UPI, card, net-banking or wallet).
- Approved refunds are initiated within 2 working days. Funds usually reflect in your account within 5–7 working days, depending on your bank and payment method.
- Cash refunds and refunds to a different account are not possible.
6. Add-ons & Third-Party Services
Add-ons such as photography, refreshments, transfers or hotel services may be subject to their own provider’s cancellation rules. Where these are non-refundable, the relevant amount will be deducted from the overall refund. We will always tell you about any non-refundable add-on at the time of booking.
7. Promotional & Discounted Bookings
Bookings made under promotional offers, vouchers or partner-hotel packages may be governed by special cancellation terms which will be communicated at the time of purchase. Where there is a conflict, those special terms prevail over this policy for the affected booking.
8. Disputes & Chargebacks
Please contact us first — most issues can be resolved within a day. Initiating a chargeback before contacting us may delay the resolution and any refund. For any unresolved disputes, please refer to our Terms & Conditions for the applicable governing law and jurisdiction.
9. Need Help?
For anything related to a cancellation or refund, write to services@ghatgo.com with your booking reference, or call +91 97957 89111. You can also reach us through our Contact page.