Payment Dispute & Chargeback Policy

1. Scope

This Payment Dispute & Chargeback Policy applies to all bookings, reservations, travel services, experiences, itineraries, and transactions processed through Zyvago, including payments made via credit cards, debit cards, bank transfers, online payment gateways, and international remittance channels.

By proceeding with any payment to Zyvago, the client acknowledges and agrees to the terms set forth herein.

2. Acknowledgment of Services

By confirming a booking and making payment, the client acknowledges that:

• Travel services may involve immediate supplier-side confirmations and non-recoverable operational commitments;
• Hotels, transport providers, guides, airlines, and third-party vendors may be booked or reserved immediately upon confirmation;
• Zyvago may incur irreversible financial obligations and supplier liabilities once a booking is processed.

Participation in any booked tour, travel experience, accommodation, transport arrangement, activity, or related service shall constitute acknowledgment that the contracted services were initiated and/or rendered.

3. Unauthorized Chargebacks & Payment Reversals

Clients agree not to initiate unjustified, fraudulent, abusive, or bad-faith:

• Chargebacks
• Payment reversals
• Bank disputes
• Card disputes
• Transaction recalls
• Unauthorized payment claims

for bookings or services that were legitimately confirmed, reserved, partially utilized, fully utilized, or voluntarily participated in.

The following shall not automatically constitute valid grounds for a chargeback or forced payment reversal:

• Personal dissatisfaction
• Change of mind
• Subjective expectations
• Minor service inconveniences
• Disagreements with individual staff members
• Preferences regarding accommodation, transport, weather, local conditions, or destination environment
• Failure to review booking details or policies prior to payment

unless a material failure in the core contracted services is demonstrably established.

4. Evidence & Dispute Defense

In the event of any payment dispute, chargeback, or unauthorized transaction claim, Zyvago reserves the right to provide all relevant supporting documentation to the applicable bank, card issuer, payment processor, legal authority, or financial institution, including but not limited to:

• Signed or accepted invoices
• Booking confirmations
• Emails and communication records
• Itinerary approvals
• Payment receipts
• Supplier confirmations
• Hotel and transport reservations
• Visa assistance records
• Travel vouchers
• Proof of participation or service utilization
• Check-in records
• Identity verification records
• IP logs or digital transaction records where applicable

Such records may be used to establish the legitimacy of the transaction and fulfillment of contracted services.

5. Fraudulent Claims

Zyvago reserves the right to formally contest and defend against any false, misleading, abusive, or fraudulent claims intended to obtain unauthorized refunds, payment reversals, or financial recovery after legitimate services have been confirmed or utilized.

Where legally permissible, Zyvago further reserves the right to recover:

• Chargeback penalties
• Banking fees
• Legal expenses
• Recovery costs
• Administrative expenses
• Outstanding dues

arising from fraudulent or bad-faith payment disputes initiated by the client.

6. Resolution Procedure

Clients are encouraged to contact Zyvago directly regarding any concerns, dissatisfaction, or service-related issues prior to initiating disputes with banks or payment providers.

Zyvago shall make commercially reasonable efforts to review and address genuine concerns in good faith.

7. Governing Law

This Policy shall be governed by and construed in accordance with the laws of India.

Any dispute arising in connection with this Policy shall be subject to the exclusive jurisdiction of the courts located in Kolkata, West Bengal, India.

8. Medical Emergencies & Exceptional Circumstances

In the event that a client seeks cancellation, refund, payment reversal, chargeback, rescheduling, or any financial relief on the grounds of medical emergency, illness, accident, incapacity, or other exceptional personal circumstances, the client may be required to provide reasonable supporting documentation including but not limited to:

• Medical certificates
• Hospital records
• Doctor’s recommendations or advisories
• Insurance documentation
• Government-issued records
• Travel restriction documentation
• Any other relevant supporting evidence reasonably requested by Zyvago

Zyvago reserves the right to review, verify, authenticate, and assess the legitimacy and material impact of such claims prior to considering any exception, refund, rescheduling request, travel credit, or discretionary accommodation.

Submission of medical or personal documentation shall not automatically entitle the client to cancellation approval, refund entitlement, payment reversal, or waiver of applicable policies.

Any exception, goodwill adjustment, partial refund, rescheduling approval, or travel credit offered by Zyvago shall remain solely at Zyvago’s discretion and shall further remain subject to the policies, approvals, and recoverability of the respective third-party suppliers involved.