TravelnFlex Customer Terms & Conditions

These Customer Terms & Conditions ("Terms") govern access to and use of the TravelnFlex website and platform (the "Platform"). The Platform is operated by SIFAKA LABS LLP ("SIFAKA LABS", "we", "us", or "our"), with TravelnFlex as its product and operating brand.

LLPIN: ADB-6926
Registered office: Badri Kedar Enclave, Zero Point, Nakronda, Dehradun, Uttarakhand, India - 248001
Customer support: support@travelnflex.com

These Terms should be read with the Privacy Policy, Refund & Cancellation Policy, Payment & Booking Confirmation Policy, and any package-specific terms shown before booking. If you do not agree with these Terms, do not use the Platform or make a booking.

1. Platform role

TravelnFlex is a B2C travel marketplace. Independent travel agencies publish packages and itineraries on the Platform, and customers may discover and book those offerings.

SIFAKA LABS provides the technology marketplace, booking workflow, payment collection for the online amount, customer communications, and platform-level support. SIFAKA LABS earns commission from participating agencies. SIFAKA LABS is not currently offering a separate travel package or itinerary of its own through the Platform.

The agency identified on the package or booking is responsible for the accuracy, availability, delivery, and operation of the package components it publishes, including accommodation, transport, activities, guides, and other supplier arrangements. TravelnFlex may verify agencies and packages to a limited extent, but a listing or verification status is not a guarantee of safety, quality, legality, availability, or performance.

The agency and SIFAKA LABS are independent parties. Nothing in these Terms creates a partnership, employment relationship, joint venture, or agency relationship between SIFAKA LABS and an agency.

2. Eligibility and account

You must be at least 18 years old and legally capable of entering into a binding agreement. You are responsible for the accuracy of information supplied to us and for maintaining the security of your account.

We may restrict or suspend access where reasonably necessary for fraud prevention, misuse, safety, legal compliance, payment risk, or violation of these Terms. Suspension does not remove payment, cancellation, refund, or other obligations already incurred.

3. Package information and customer review

Before submitting a booking, review the package page, itinerary, dates, traveller requirements, inclusions, exclusions, accommodation, transport, activities, meeting instructions, availability, price, payment amount, balance due, cancellation policy, and agency details.

Package information is supplied by the agency and may be updated before booking. The booking summary and the booking confirmation are the transaction record for the selected package. If a material package detail changes after booking, contact support promptly at support@travelnflex.com.

Unless expressly included in the package, customers are responsible for personal expenses, travel to the meeting point, permits, insurance, meals, taxes or fees identified as excluded, and any other exclusion shown before payment.

4. Booking request, hold, and confirmation

A booking request may create a temporary inventory hold. A pending booking is not a confirmed booking.

The default payment hold is 5 minutes from booking creation unless a different deadline is clearly shown in the booking flow. If the required payment is not verified before the deadline, the booking may expire or be cancelled and held inventory may be released.

A booking is confirmed only after the required payment is verified by the Platform and the relevant inventory or departure allocation is successfully confirmed. A browser redirect, payment screen, bank debit, or payment-provider message alone does not guarantee confirmation.

When confirmation succeeds, we will provide a booking reference and payment confirmation through the Platform or the contact details supplied by you. If money is captured but the booking cannot be confirmed, the booking is not confirmed; we will place the payment into refund or reconciliation review and communicate the next step.

5. Price, payment, and balance

The price shown before payment is the price for the selected package and traveller details, subject to clearly identified exclusions, taxes, fees, discounts, and agency terms.

The minimum online advance is 25% of the booking amount. An agency may require a higher advance, including 50% or 100%, and the applicable amount will be shown before payment. Customers may pay the remaining balance online through TravelnFlex where offered.

SIFAKA LABS collects online payments through its approved Razorpay account. Online payment records may include the provider order ID, payment ID, amount, currency, status, and booking reference.

Where the booking allows it, the remaining balance may be paid directly to the agency. The agency must communicate the due date, collect the balance, give an appropriate payment acknowledgement, and mark the direct payment in the operations system. A direct agency payment is not treated as collected by SIFAKA LABS unless it was actually processed through TravelnFlex.

The customer remains responsible for the full package price even when the customer pays the advance online and the balance directly to the agency. TravelnFlex must show online payments, direct agency payments recorded by the agency, and the remaining balance separately.

SIFAKA LABS does not request passwords, card numbers, CVV, UPI PINs, or payment-provider secrets. Do not share those details with any person claiming to represent TravelnFlex.

6. Receipts and invoices

The customer receipt or invoice will identify SIFAKA LABS LLP as the legal issuer and may display “TravelnFlex, a marketplace operated by SIFAKA LABS LLP” as the product or brand presentation.

The document will reflect the booking and payment records available to the Platform, including the booking value, payment references, amount paid through TravelnFlex, any recorded direct agency amount, refunds, and balance due.

An unpaid pending booking is not entitled to a final paid invoice. Tax lines will be shown only where legally applicable and approved. SIFAKA LABS will not describe GST as charged or issue a GST tax invoice unless its GST status and tax treatment have been confirmed and the relevant registration is effective.

7. Changes, cancellations, and refunds

The applicable cancellation policy is the policy displayed for the package and captured with the booking. Cancellation percentages, deadlines, non-refundable components, agency-caused cancellation treatment, no-show treatment, and refund calculations are governed by that policy snapshot.

Customers may request cancellation through the available Platform flow for eligible customer reasons. Requests made after trip start, requests involving service or trip problems, and cases involving direct agency payments may require TravelnFlex or agency review rather than automatic approval.

Refunds are calculated against the amount paid and completed refunds recorded for the booking. A refund request is not a completed refund until the refund status is confirmed. Approved customer refunds are targeted for completion within 7 business days, subject to payment-provider, bank, agency, dispute, and information requirements. If the timeline cannot be met, support will provide the reason and next update date.

If an agency cancels or materially fails to provide a confirmed package, contact support immediately. TravelnFlex may coordinate with the agency, arrange a suitable resolution where available, or process a refund according to the applicable policy and facts of the case.

8. Customer obligations

You agree to:

• provide accurate traveller, contact, identity, and payment information;
• ensure that each traveller meets the package, age, health, document, and eligibility requirements;
• arrive at the stated meeting point on time and follow agency, guide, venue, and safety instructions;
• comply with applicable laws, permits, local rules, and reasonable conduct requirements;
• tell us promptly about an accessibility, safety, medical, or itinerary concern that may affect delivery; and
• not misuse the Platform, evade payment, impersonate another person, divert agency or customer relationships improperly, or submit fraudulent or abusive content.

You are responsible for losses, missed services, or additional costs caused by inaccurate information, late arrival, failure to carry required documents, misconduct, or failure to follow reasonable instructions.

9. Agency and supplier responsibility

Agencies and their suppliers are responsible for providing the package as published, maintaining accurate availability and pricing, communicating material changes, and complying with applicable law. TravelnFlex may assist with communication and dispute facilitation but cannot guarantee the acts or omissions of an independent agency or supplier.

The Platform may restrict, suspend, remove, or investigate an agency, guide, package, or supplier where there is a safety concern, misleading information, fraud, repeated complaint, payment risk, or policy violation.

10. Activities, safety, and trip issues

Travel involves inherent risks, including weather, terrain, transport, water, wildlife, altitude, illness, injury, and third-party conduct. Review the package information and safety instructions and make an informed decision about participation.

For an urgent safety issue, contact local emergency services first. For a service or activity problem, use the Platform’s support or activity-issue channel as soon as reasonably possible, with the booking reference, facts, time, location, and supporting evidence. Do not use ordinary cancellation to report a trip problem after the trip has started.

11. Force majeure and operational changes

Neither SIFAKA LABS nor an agency is responsible for delay, cancellation, interruption, or inability to perform caused by events beyond reasonable control, including severe weather, natural disaster, epidemic, government action, civil disturbance, strike, transport disruption, infrastructure failure, security event, or supplier failure.

Where reasonably possible, the agency or TravelnFlex will notify affected customers and explain available alternatives, credits, rescheduling, or refund treatment under the applicable policy. Force majeure does not automatically determine the refund amount; the applicable policy and facts control.

12. Intellectual property and user content

The TravelnFlex name, logo, Platform, software, design, and original content are owned by or licensed to SIFAKA LABS LLP. You may use the Platform for personal, lawful booking purposes only and must not copy, scrape, reverse engineer, resell, or misuse Platform material.

Package names, photographs, logos, itineraries, and other agency or supplier content may belong to their respective rights holders. You must not reuse that content without permission.

If you submit a review, rating, photo, or other content, you confirm that you have the right to submit it and grant TravelnFlex a non-exclusive, royalty-free licence to host, display, moderate, and use it for Platform operations and promotion, subject to applicable law. We may remove content that is unlawful, misleading, abusive, invasive, or inconsistent with these Terms.

13. Privacy and communications

Our Privacy Policy explains the personal data collected and used for accounts, bookings, payments, agencies, guides, support, fraud prevention, and legal compliance. By using the Platform, you acknowledge that booking and operational information may be shared with the relevant agency or supplier to deliver the booked service.

We may send booking, payment, refund, safety, support, and service communications. Marketing communications may be managed through the available preferences or unsubscribe mechanism, subject to essential service messages.

14. Limitation of liability

To the maximum extent permitted by law, SIFAKA LABS LLP is not liable for indirect, incidental, special, consequential, or punitive loss, loss of profit, loss of opportunity, or loss of data arising from the Platform or an agency or supplier’s services.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including applicable statutory consumer rights or liability for fraud, wilful misconduct, or personal injury or death caused by negligence where the law does not permit exclusion.

To the extent legally permitted, SIFAKA LABS LLP’s aggregate liability for a claim connected with the Platform will not exceed the amount paid by the customer to SIFAKA LABS LLP for the specific booking giving rise to the claim. This cap does not reduce a customer’s statutory rights or the agency’s responsibility for its own services.

15. Indemnity

To the extent permitted by law, you agree to reimburse SIFAKA LABS LLP for reasonable losses, claims, and costs arising from your fraud, unlawful conduct, misuse of the Platform, violation of these Terms, or infringement of another person’s rights. This clause does not require you to indemnify us for our own unlawful conduct or remove any statutory remedy.

16. Complaints and grievance handling

For booking, payment, refund, invoice, or service concerns, contact support@travelnflex.com with your booking reference and relevant details. We will acknowledge and handle the matter under the Customer Support & Grievance Policy.

Grievance officer: Shwetanshu Bhatt, Chief Executive Officer
Grievance email: support@travelnflex.com
Grievance address: Badri Kedar Enclave, Zero Point, Nakronda, Dehradun, Uttarakhand, India - 248001

We will not ask you to waive statutory consumer rights merely by using the Platform or accepting these Terms.

17. Suspension, termination, and survival

We may suspend or terminate access for reasonable grounds including fraud, abuse, safety risk, payment risk, legal requirements, or material breach of these Terms. Clauses concerning payments, refunds, intellectual property, liability, indemnity, disputes, and records survive termination to the extent necessary.

18. Changes to these Terms

We may update these Terms to reflect changes to the Platform, package model, payment flow, law, or operating controls. We will publish the updated version with a revised date. For an existing booking, the version accepted at booking or the transaction-specific terms will continue to govern that booking unless a change is required by law or expressly accepted by the customer.

19. Governing law and dispute process

These Terms are intended to operate under the laws of India. Customers may use statutory consumer remedies and forums available under applicable law.

Non-consumer jurisdiction: These Terms are governed by Indian law. Subject to applicable law and statutory consumer rights, courts in Dehradun, Uttarakhand will have jurisdiction over non-consumer disputes.

Before starting a non-urgent legal proceeding, the parties should first contact support@travelnflex.com and give TravelnFlex a reasonable opportunity to review the issue. This does not prevent a customer from approaching a competent consumer forum, regulator, or court where the law permits.

20. Contact

SIFAKA LABS LLP
TravelnFlex marketplace
support@travelnflex.com
Badri Kedar Enclave, Zero Point, Nakronda, Dehradun, Uttarakhand, India - 248001

These Terms are a business draft pending final legal review. Replace all bracketed fields and publish only after the legal entity, address, grievance officer, jurisdiction, customer-facing payment wording, and linked policies have been approved.