At ZOZOTOUR (a service by
OCOO Travel And Hotel Pvt. Ltd.), we are committed to delivering
reliable and high-quality travel services. Our goal is customer satisfaction, and if any
service fails to meet the agreed standards due to our fault, we ensure a fair and transparent resolution.
1. Scope of This Policy
- This policy covers services booked directly through ZOZOTOUR, including tours, hotels, transportation, and activities.
- It does not apply to issues beyond our control such as
third-party failures, weather conditions, natural calamities, strikes, government restrictions, or other force majeure events.
2. Eligibility for Compensation or Refund
- Service Not Provided: If a confirmed service (hotel stay, transport, or tour activity) is not provided due to our operational error.
- Service Below Agreed Standard: If the service delivered is substantially different from what was confirmed (e.g., a lower-category hotel than booked).
- Partial Completion: If a tour or activity is only partially completed because of our organizational fault.
3. Resolution & Compensation
- Alternative Service: We will provide an immediate alternative of equal or higher value at no additional cost, wherever possible.
- Refunds: If an alternative cannot be arranged, a full or proportionate refund will be issued for the unused portion of the service. Refunds are normally made to the original mode of payment.
- Future Travel Credit: As an alternative to refunds, we may offer travel credits for future bookings, subject to customer acceptance.
4. Exclusions – When Compensation is Not Applicable
- Delays, changes, or cancellations due to weather, natural disasters, strikes, political unrest, or other force majeure events.
- Service issues caused solely by third-party providers, where ZOZOTOUR acts only as a booking intermediary.
- Customer-related issues such as no-shows, late arrivals, or failure to provide valid travel documents.
5. Claim Process
- All claims must be submitted within 7 days of service completion.
- Customers should provide booking details, receipts, and supporting evidence (photos or written confirmation from the provider).
- Claims will be reviewed and processed within 7–10 working days after verification.
- Our liability is limited to the value of the service booked and paid to ZOZOTOUR.
6. Contact for Service Quality Issues
For complaints or refund claims, please reach out to our Service Quality Team:
📞 Phone: +91 7318692957
📧 Email: contact@zozotour.com