Frequently Asked Questions

About PaySecure

What is PaySecure and how does it work?

PaySecure is Holidify’s secure payment system that protects your money when you book a trip through our platform. Instead of paying the agent directly, your payment is held safely in escrow and released in stages — only as your trip progresses. This ensures agents deliver what they’ve promised and gives you peace of mind throughout your journey.

Why should I use PaySecure instead of paying the agent directly?

When you book with PaySecure:
● Your money is held securely until the trip begins and continues as planned
● Payments are released in structured parts — not all at once
● Holidify enforces the cancellation and refund policy defined in your quote
● You get end-to-end support in case of cancellations, delays, or disputes
If you pay the agent directly, Holidify cannot guarantee protection and can offer only limited support.

How is my payment held and released?

Your payment is kept in an escrow account and released in parts based on your trip duration:
● 1-night trip: 100% released after the trip ends
● 2-night trip: 50% at the start, 50% at the end
● 3-night trip: 3 equal installments — start, mid-way, and end
● 4+ night trip: Up to 4 structured installments across your journey
This structure ensures agents are paid only after services are delivered, and your money is never at risk upfront.

Is my money really safe with Holidify?

Yes. We use industry-standard secure payment gateways, and agents can’t access your money until services are delivered. If something goes wrong — like a cancellation or no-show — Holidify can pause payouts and resolve the situation.

What happens if the agent cancels or disappears?

If the agent cancels your trip or fails to deliver, any money held in escrow is not released to them. Holidify will:
● Help you get a refund
● Assist you in finding an alternate agent (if needed)
You’ll never lose money for services not provided under PaySecure.

What kind of issues does PaySecure protect me against?

PaySecure covers serious financial risks, such as: ● The agent cancelling the trip after you’ve paid ● Fraud or misrepresentation (e.g., collecting money without delivering anything) ● Major inclusions not being provided (e.g., no cab or hotel at all) In these situations, Holidify can intervene, pause payments, and help resolve the matter fairly.

What is not covered under PaySecure?

PaySecure is designed to protect your money and booking integrity, not every part of the travel experience. It does not cover:
● Delays in pickup, sightseeing, or day plans
● Service complaints (e.g., food wasn’t great, room was small, driver was rude)
● Force majeure events like weather disruptions, strikes, or political unrest
● Personal reasons like:
○ Visa rejection
○ Missed flights or trains
○ Illness or emergencies
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In these cases, the refund depends on the agent’s cancellation policy, and PaySecure doesn’t offer additional compensation.

What is the PaySecure service fees?

We charge a small operational fee (typically 3%) which is included in your final quote. This covers:
● Payment security
● Refund handling
● Dispute resolution
● Holidify’s platform and customer support
The fee is clearly shown in your invoice and is non-refundable once a booking is confirmed.

Do all agents offer PaySecure?

No. Only selected agents who’ve opted in and passed Holidify’s internal checks are eligible for PaySecure. If your preferred agent is not enrolled, you may still book — but PaySecure protection won’t apply, and Holidify will not be able to assist with payments or refunds.

Booking and Payments

Can I choose how much to pay upfront?

Yes. Your quotation may offer two options:
● Pay 100% now – available for all trips
● Pay 30% now and 70% later – this option is entirely decided by the agent and depends on the trip start date and cancellation policy.
Your available choices will be shown clearly in the quotation shared by the agent.

What are the available payment methods?

You can pay securely through:
● UPI (Google Pay, PhonePe, etc.)
● Credit & Debit Cards
● Net Banking
● NEFT / IMPS (bank transfers)

Note:
● UPI and NEFT/IMPS do not carry additional fees.
● Other methods (cards/net banking) may incur payment gateway charges as applicable.
● All payments must be made through Holidify's official payment gateway to be covered under PaySecure.

Can I pay from abroad using international cards?

Yes, most international debit and credit cards are supported. However, prices are displayed and payable in INR, and your bank may apply currency conversion fees.

When is the second instalment due, if I choose partial payment?

If you opt for a 30% + 70% split:
● The due date for the remaining 70% will be clearly mentioned in your quotation.
● You can pay any time before the due date using your dashboard.
● Holidify will send reminders via email and WhatsApp so you don’t miss it.

What happens if I miss the second payment deadline?

If the payment isn’t received by the due date:
● Your booking may be treated as cancelled.
● Any refunds will depend on the cancellation policy mentioned in your quote.
● Holidify may forward part or all of your payment to the agent if cancellation terms apply.

Will I receive a receipt of invoice for my payments?

Yes. You’ll get an email confirmation and invoice after every successful payment. You can also download your invoices and view payment timelines anytime from your Holidify dashboard.

Can I pay early or try a different payment method, if a payment fails?

Yes. You can make payments early through your dashboard. If a card payment fails, simply retry with another method (like UPI or net banking). For persistent issues, contact Holidify support — NEFT/IMPS options can also be shared on request.

Can I pay the agent directly, instead of using PaySecure?

Technically yes — but we strongly advise against it. Paying the agent directly means:
● Holidify cannot protect your payment
● You lose access to PaySecure benefits, refund processing, and dispute resolution
● You're responsible for resolving any issues directly with the agent
Always book through Holidify’s system to ensure protection.

How do I know whether my booking is confirmed?

Once your agent accepts the booking, you’ll receive a confirmation via email and WhatsApp, and the booking status will be updated on your Holidify dashboard. You’ll also get access to the final itinerary, inclusions, payment details, and contact information.

What happens after I click on "Book Now"?

After clicking “Book Now”:
● You’ll enter your traveler details and select your payment plan.
● Once payment is made via Holidify, the agent is notified.
● The agent has up to 24 hours to accept the booking. If the agent doesn’t confirm within that time:
● You’ll be notified via email and WhatsApp.
● If they still don’t accept, a full refund will be automatically processed, including any PaySecure fees.

Where can I track my booking and payment status?

Your Holidify dashboard provides a complete view of your booking, including:
● Booking confirmation status
● Final itinerary, hotels, and inclusions
● Payment milestones – what has been paid, what’s pending, and the due date for any remaining amount
● Downloadable invoices and receipts

Where can I access my itinerary, quotation and receipts?

All documents related to your trip — including the final quote, itinerary, terms & conditions, payment receipts, and invoices — are available in your dashboard under ‘My Bookings’. They’re also emailed to you after booking and each payment.

Modifications

Can I make changes after my booking is confirmed?

Changes after booking are usually not allowed, but your agent may agree to help in some cases. If they do:
● A revised quotation will be created and shared with you for approval.
● There may be an additional cost depending on the change.
● All changes must go through Holidify’s system for PaySecure protection to remain valid.

This applies to changes like:
● Travel dates
● Number of travelers
● Hotel or itinerary updates
● Minor corrections (e.g., traveler names, contact info)

How do I request a modification?

Go to your dashboard, open your booking, and click “Request Modification.” The agent will review your request and decide whether to create a revised quote.

Can I add or remove travellers after booking?

Yes, if the agent agrees.
● Adding a traveler may increase the trip cost depending on room occupancy and transport needs.
● Removing a traveler is treated as a partial cancellation. Refunds and pricing will adjust based on the cancellation policy and number of people remaining.

Can I cancel a booking I made for someone else?

Only the person who made the payment can cancel a booking. If you're one of the listed travelers but didn’t make the payment, please ask the original booker to raise the cancellation.

Cancellations & Refunds

Can I cancel a confirmed booking?

Yes. You can cancel your booking anytime by going to your dashboard and clicking on “Request Cancellation.”
Here’s what happens:
● Holidify will notify your agent and start the cancellation process.
● Your refund will be calculated based on the cancellation policy shown in your quotation.
● The closer it is to your trip date, the higher the cancellation penalty may be.
● If you're in a 100% penalty window, no refund will be issued.
● Before confirming, you'll see the exact refund amount and deductions clearly.
● Any refunds due are processed to your original payment method within 7–10 working days.

Can I cancel a booking before it is confirmed by the agent?

Yes. If the agent hasn’t accepted your booking yet, you can cancel it anytime. In this case, you’ll receive a full refund, including any PaySecure fees.

How long does it take to get my refund?

Refunds are usually processed within 7–10 working days. If you paid in multiple parts (e.g., 30% + 70%), each amount will be refunded separately.

What happens if the agent cancels my trip?

If the agent cancels:
● You will receive a full or partial refund, depending on the situation and any services already booked.
● Holidify will handle the refund and may assist you in booking a new trip with a different agent if you wish.

Where can I check the cancellation policy for my trip?

You can find it directly in your quotation, before booking. It will show exactly how much refund is applicable based on how many days before the trip you cancel

Traveler Situations

What happens if I miss my flight, train, or don't reach the starting point on time?

Please inform your agent and Holidify immediately. The agent may try to adjust the itinerary, but missed services are usually non-refundable. We'll do our best to assist, but changes depend on availability and the situation.

What if I'm late for sightseeing or an activity during the trip?

Let your agent know as soon as possible. They may try to reschedule or adjust the plan, but it depends on how the day is planned and what can realistically be arranged. Missed services due to late arrival are generally not refundable.

What happens if weather, strikes, or local restrictions affect my trip?

These are considered force majeure events. The agent will try to adjust the plan, suggest alternatives, or modify the trip. Refunds in such cases will follow the cancellation policy mentioned in your quotation.

Can I cancel or reschedule due to a personal emergency?

Yes, you can cancel or request a modification anytime from your dashboard. However, cancellation charges may apply based on how close it is to the trip start date. Holidify will process your refund as per the quote’s policy.

What if I want to leave the tour early?

Inform the agent and Holidify so we can update the trip status. However, no refund is provided for unused portions of the trip once it has started.

Can I join the trip late if I miss Day 1?

Yes, you can coordinate with the agent to join the tour at a later point, if feasible. Additional travel or logistics may be at your own expense, and the trip price usually remains unchanged.

What if I have no mobile network during the trip and can't raise a dispute immediately?

If you’re traveling to remote areas like Ladakh or Kashmir and face connectivity issues,raise your dispute as soon as you regain access. Holidify tracks your trip end dateand considers such exceptions while resolving issues.

What happens if there's heavy snowfall or a weather emergency on Day 1?

In case of weather disruptions (like snowstorms, floods, or landslides), the trip may be delayed, changed, or canceled. Holidify and your agent will help plan alternatives.
Refunds will depend on the cancellation policy.

What if no one receives me at the airport or pickup point?

Please contact your agent immediately. If you can’t reach them, get in touch with Holidify. We’ll coordinate quickly to arrange alternative transport or help resolve the issue. Refunds may apply if the pickup was part of your confirmed itinerary and was not provided.

Invoices & Taxes

Will I receive an invoice or receipt after making a payment?

Yes. You’ll receive an invoice or payment receipt by email after every transaction. You can also download it anytime from your Holidify dashboard under ‘My Bookings.’

Where can I view all my booking documents?

Your Holidify dashboard includes:
● Final quotation and itinerary
● Agent terms & cancellation policy
● Invoices for each payment
● Payment history and due dates
● Modification and cancellation options
Everything is stored in one place under ‘My Bookings.’

Do I get a downloadable PDF for my booking?

Yes. Once your booking is confirmed, your agent can share documents like:
● A signed itinerary
● Hotel vouchers
● A letter of confirmation
Let the agent know in advance if you need these for visa or insurance purposes.

Can I request documents for visa or travel insurance?

Yes. All applicable taxes are broken down in your invoice:
● GST on Holidify’s service fee (typically 18%)
● Any other tax charged by the agent (e.g., 5% GST if included in the trip cost)

Are taxes shown separately in my invoice?

TCS (Tax Collected at Source) applies to certain outbound international trips booked by Indian residents.
● If applicable, TCS will be calculated on the total trip amount
● It will appear separately on your invoice
● You can claim it while filing your income tax return

What is TCS and when does it apply?

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How can I use these invoices for tax or reimbursement purposes?

Your downloadable invoices contain:
● Traveler details
● Tax breakdown (GST, TCS if applicable)
● Invoice number and date
These can be used for corporate travel claims, reimbursements, or tax filings.

Support &Disputes

What if something goes wrong during my trip?

If there’s a serious issue — like a service not delivered, the agent is unreachable, or your booking was misrepresented — contact Holidify immediately.
● Use the “Raise Dispute” button on your booking
● Or contact us via the helpline number or support email shared with you after booking We’ll pause payments (if applicable) and help investigate the issue.

How do I raise a dispute?

You can raise a dispute through:
● Your Holidify dashboard under ‘My Bookings’
● Emailing us with your booking ID
● WhatsApp or call via the contact details shared after booking
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We’ll ask for relevant details and may request screenshots, photos, receipts, or chats as evidence.

What types of issues qualify for a dispute under PaySecure?

PaySecure covers disputes where core services were not delivered, including:
● The agent cancelled after payment
● No cab or hotel was arranged despite being promised 🆘
● Fraud or major misrepresentation
Subjective complaints (e.g., food quality, small delays, staff behavior) do not qualify under the PaySecure dispute process but may be passed on as feedback.

How long do I have to raise a dispute?

Ideally, disputes should be raised within 24 hours of the incident.
If you're traveling in a region with poor connectivity (e.g., Ladakh), raise it as soon as you're back online. We do account for such exceptions during resolution.

What happens after I raise a dispute?

Holidify will:
● Collect evidence from both you and the agent
● Review the situation objectively
● Hold or delay payouts if needed
● Suggest a resolution within 5–7 working days
You’ll be kept informed at each stage, and a refund may be processed depending on the outcome.

Will the agent be informed if I raise a dispute?

Yes. Once we begin our investigation, we’ll also notify the agent and ask for their response. Our goal is to reach a fair conclusion based on facts, not assumptions.

How are disputes resolved?

We mediate between you and the agent. If we confirm that services were not delivered, we’ll:
● Deduct the appropriate amount from the agent’s payout
● Refund it to you within 7–10 working days
In unclear cases, we may suggest a compromise based on available evidence.

What if I'm not satisfied with Holidify's resolution?

If you're still unhappy after our resolution, you may choose to take legal action or pursue it directly with the agent. However, we try our best to settle most disputes fairly and transparently without escalation.

Can I leave a review if something goes wrong?

Yes, and we encourage you to. After your trip ends — whether it went well or not — you’ll be able to leave a review for the agent. This helps other travelers and holds agents accountable for quality.