Cancellation, Refund, Wallet Credit & Transfer Policy

International trips involve multiple third parties whose payments may become non-refundable at different stages. These may include airlines, embassies, visa processors, hotels, DMCs, transport providers, activity providers, guides, and other suppliers.

For this reason, international cancellations operate through two separate mechanisms:

A. Wallet Credit — a standardized and automatically calculated 3Musafir credit based on this Policy.

B. Bank Refund — a cash refund based only on the amount actually recoverable from suppliers.

The two methods may therefore produce different amounts.

All cancellation, Wallet Credit, transfer, and bank-refund requests must be submitted through the official cancellation/refund process designated by 3Musafir.

Where an email request is required, it must be sent to hello@3musafir.com.

The official submission date will determine the cancellation tier.

WhatsApp messages, calls, social-media messages, or verbal conversations do not by themselves constitute a formal cancellation.

Unless otherwise communicated for a particular experience, the standard international booking deposit is USD 700 per person.

The USD 700 booking deposit is non-refundable and non-creditable. It is excluded from both Wallet Credit calculations and bank-refund calculations, unless 3Musafir expressly confirms otherwise for a specific booking.

Wallet Credit percentages are not applied to the full amount paid. They are applied to the Eligible Refund Base.

The Eligible Refund Base is calculated as the Total Amount Paid minus:

Where a traveller selects Wallet Credit, the credit is calculated according to the date on which the valid cancellation request is received.

More than 30 days before departure: 100% of Eligible Refund Base. Example — total paid USD 1,500, non-refundable deposit USD 700, visa/committed costs USD 100; Eligible Refund Base USD 1,500 − USD 700 − USD 100 = USD 700; Wallet Credit 100% × USD 700 = USD 700.

15–30 days before departure: 75% of Eligible Refund Base. Example — Eligible Refund Base USD 700; Wallet Credit 75% × USD 700 = USD 525.

8–14 days before departure: 50% of Eligible Refund Base. Example — Eligible Refund Base USD 700; Wallet Credit 50% × USD 700 = USD 350.

7 days or less before departure: no Wallet Credit (0%). By this stage, international arrangements are ordinarily substantially or fully committed.

The standard calculation is: Wallet Credit = Eligible Refund Base × Applicable Cancellation Percentage.

For example: amount paid USD 2,000; deposit USD 700; supplier commitments USD 400; Eligible Refund Base USD 900. If cancelled 20 days before departure: USD 900 × 75% = USD 675 Wallet Credit.

For eligible international cancellations, Wallet Credit is the preferred and default refund method.

Wallet Credit is stored against the traveller's 3Musafir account; may be used toward eligible future 3Musafir experiences; cannot ordinarily be withdrawn as cash; cannot be sold; cannot automatically be transferred to another person; and cannot be exchanged for foreign currency.

Wallet Credit does not represent money held in trust or a bank balance.

Unless otherwise stated at issuance, international Wallet Credit is valid for 12 months from the date of issuance.

Any booking using the Wallet Credit must be made before expiry. The actual travel date may fall after the expiry date if the booking was validly completed while the credit was active.

Expired Wallet Credit is forfeited and cannot ordinarily be reinstated, extended, converted into cash, or refunded.

A traveller may request a bank refund instead of Wallet Credit. However, bank refunds do not follow the automatic Wallet Credit percentages.

A bank refund is based on the actual amount 3Musafir can recover from third-party suppliers. This means the amount may be higher than the Wallet Credit calculation; lower than the Wallet Credit calculation; or zero.

Bank refunds are subject to airline rules, hotel cancellation rules, DMC agreements, embassy policies, visa-provider terms, supplier penalties, banking charges, and other applicable deductions.

Once a traveller chooses and accepts Wallet Credit for a cancellation, the Wallet Credit will normally be treated as full and final settlement of that cancellation.

The traveller cannot ordinarily use the Wallet Credit and later demand a bank refund for the same cancelled amount. Similarly, where a bank refund has been finalized and accepted, Wallet Credit is not additionally due for the same amount.

If the traveller cancels before visa processing begins: the USD 700 deposit remains non-refundable; already incurred supplier charges are deducted; the remaining amount becomes the Eligible Refund Base.

The standard Wallet Credit tier then applies according to cancellation timing.

Once visa processing has started, the following may be deducted before Wallet Credit is calculated: visa fee; embassy charges; appointment charges; processing charges; document preparation costs; service-provider charges; other visa-related commitments.

The remaining amount becomes the Eligible Refund Base.

After visa issuance: the booking deposit remains excluded; visa-related amounts remain non-refundable; supplier commitments are deducted; the applicable Wallet Credit tier applies only to the remaining Eligible Refund Base.

An issued airline ticket is treated according to the airline's rules. The airfare component may be refundable; partially refundable; changeable; creditable; refundable with penalty; or completely non-refundable.

For Wallet Credit calculations, non-refundable airfare and airline penalties are removed from the Eligible Refund Base.

3Musafir is not required to provide Wallet Credit against an airline amount that cannot reasonably be recovered or reused.

Amounts already committed to hotels, DMCs, transfers, transport, activities, guides, attraction tickets, and other suppliers may be deducted before the Eligible Refund Base is calculated.

The Wallet Credit percentage applies only to the amount remaining after such deductions.

Visa rejection does not automatically entitle the traveller to a full refund. The following may remain non-refundable: USD 700 deposit; embassy fees; visa-processing fees; service charges; airline penalties; hotel commitments; supplier commitments.

After these deductions, any remaining Eligible Refund Base may be converted to Wallet Credit under the applicable cancellation tier; or processed as a bank refund based on actual recoverability.

The cancellation date for Wallet Credit purposes will normally be the date on which 3Musafir receives the traveller's cancellation request following visa refusal.

A valid visa does not guarantee departure from Pakistan; permission to board; immigration clearance; or entry into another country.

If a traveller is offloaded; denied boarding; refused departure; denied immigration clearance; denied entry; deported; returned by immigration; or otherwise prevented from travelling by a competent authority, the traveller bears responsibility for the resulting consequences.

Such circumstances do not automatically qualify for Wallet Credit or a bank refund. Any recoverable amount will depend on the underlying airline, hotel, DMC, and supplier rules.

Additional costs such as replacement flights, accommodation, meals, transportation, penalties, and return travel remain the traveller's responsibility.

A traveller who fails to join a booked service is treated as a no-show. This includes failure to report for the flight, group departure, transfer, hotel, activity, excursion, or other scheduled service.

No Wallet Credit or refund is normally available for services that a traveller voluntarily declines; misses; leaves early; or cannot use for a personal reason.

This includes flights, hotel nights, meals, transfers, transport, activities, excursions, and guides.

Medical emergencies do not automatically override international supplier commitments.

Where a traveller cancels due to a genuine medical emergency: supporting documentation may be requested; 3Musafir may seek waivers from suppliers; recoverable amounts may increase if suppliers grant an exception.

The standard Wallet Credit calculation applies unless 3Musafir approves a special exception. Travel insurance is strongly recommended for such situations.

Where cancellation results from a death or serious family emergency, 3Musafir may request reasonable documentation and approach suppliers for exceptions.

Any additional supplier waiver may increase the traveller's Eligible Refund Base. A waiver cannot be guaranteed.

The automatic Wallet Credit tiers continue to apply: 15–30 days — 75% of Eligible Refund Base; 8–14 days — 50% of Eligible Refund Base; 7 days or less — 0%.

This does not mean 75% or 50% of the traveller's entire payment. The percentage always applies only to the Eligible Refund Base after deductions.

Instead of cancellation, a traveller may request that an eligible amount be moved to another 3Musafir international experience.

Approval depends on supplier commitments; visa status; airfare status; destination; new trip price; seat availability; and operational feasibility.

Only amounts that have not already become non-transferable may be moved. Any fare or package difference must be paid by the traveller.

A traveller may request to transfer their booking to another eligible person. This depends on airline name-change policy; visa status; hotel rules; supplier approval; destination requirements; onboarding requirements; and applicable fees.

A booking transfer is only valid once confirmed by 3Musafir through email. 3Musafir cannot guarantee that a booking will be transferable.

Where 3Musafir itself cancels an international experience for reasons within its reasonable control, the standard customer-cancellation Wallet Credit tiers do not automatically apply.

Depending on the circumstances, 3Musafir may provide refund of recoverable amounts; full or partial Wallet Credit; transfer to another departure; rescheduling; or another reasonable alternative.

Where the cancellation results from Force Majeure or independent supplier circumstances, the outcome remains subject to supplier recoverability.

Force Majeure may include war; civil unrest; political disruption; natural disaster; severe weather; border closure; airport closure; government restriction; pandemic; strike; major airline disruption; or another event outside reasonable control.

In such circumstances, priority may be given to: (1) operating the trip safely; (2) rescheduling; (3) supplier credit; (4) Wallet Credit; (5) refund of recoverable amounts.

A full cash refund cannot be guaranteed where suppliers retain funds.

Some departures depend on minimum group size. Where the minimum is not met, 3Musafir may operate revised arrangements; reschedule; offer another departure; provide Wallet Credit; or cancel the experience.

Where 3Musafir cancels solely because the minimum group size was not met, the normal customer cancellation percentages do not automatically apply. 3Musafir will communicate the available options based on the booking and supplier position.

Wallet Credit: approved Wallet Credit will ordinarily be reflected within 3–7 working days after cancellation approval and calculation of the Eligible Refund Base.

Bank Refund: once (1) the refund has been approved; and (2) the final recoverable amount has been determined, the bank refund will ordinarily be processed within 45 working days.

Where the refund depends on funds first being received from an airline; embassy; visa centre; hotel; DMC; transport provider; insurer; payment processor; or another third party, the refund may reasonably take longer than 45 working days. Third-party processing periods are outside 3Musafir's direct control.

Refundable amounts may be reduced by bank charges; international transfer charges; card fees; payment gateway charges; remittance fees; exchange-rate differences; supplier refund fees; and other transaction costs.

3Musafir is not responsible for exchange-rate changes between the original payment date and refund date.

Example A — cancellation 40 days before departure: amount paid USD 2,000; less booking deposit USD 700; less visa costs USD 100; less supplier commitment USD 200; Eligible Refund Base USD 1,000; applicable Wallet Credit 100% — Wallet Credit = USD 1,000.

Example B — cancellation 20 days before departure: the same deductions; Eligible Refund Base USD 1,000; applicable Wallet Credit 75% — Wallet Credit = USD 750.

Example C — cancellation 10 days before departure: Eligible Refund Base after deductions USD 1,000; applicable Wallet Credit 50% — Wallet Credit = USD 500.

Example D — cancellation 5 days before departure: applicable Wallet Credit USD 0. Any bank refund would depend solely on any exceptional amount actually recovered from suppliers.

3Musafir may review or restrict Wallet Credit privileges in cases involving repeated cancellations; fraudulent documentation; duplicate claims; payment disputes; misuse of chargebacks; intentional manipulation of cancellation dates; or other abuse of the refund system.

The domestic Musafir Trip Cancellation, Refund, Wallet Credit & Transfer Policy does not apply to international departures.

International travellers cannot claim domestic fixed percentage refunds; OG Musafir refund privileges; domestic transfer rights; domestic processing timelines; or domestic cancellation exceptions.

This International Policy governs international cancellations.

A particular international experience may have different cancellation terms where required by airline contracts; special-event tickets; hotel blocks; visa rules; cruise or transport arrangements; DMC agreements; or other destination-specific conditions.

Such terms will be communicated by email. Where a trip-specific term clearly conflicts with this general Policy, the trip-specific term will apply to that booking.

Email is the official communication channel for formal international booking matters.

Official confirmations relating to cancellation; Wallet Credit; bank refunds; booking transfers; refund calculations; refund approval; and special exceptions must be confirmed through email.

This Policy is governed by the laws of the Islamic Republic of Pakistan.

Subject to applicable law, disputes will fall within the jurisdiction of the competent courts of Lahore, Pakistan.

By making any payment toward a 3Musafir international experience, the traveller confirms acceptance of this Policy.