COMPAREMYTRIP TRUST GUARANTEE

Effective Date: [31/03/2026]
Last Updated: [31/03/2026]

The CompareMyTrip Trust Guarantee is an additional customer-assurance programme available on selected travel packages and bookings approved by CompareMyTrip.

It is designed to provide customers with additional assistance and specified remedies when certain eligible service issues occur during a covered booking.

IMPORTANT

The CompareMyTrip Trust Guarantee does NOT automatically apply to all packages, hotels, flights, treks, visa services or other products and services listed on CompareMyTrip.

Trust Guarantee benefits apply only to bookings that are specifically identified by CompareMyTrip as Trust Guarantee Eligible / Trust Guaranteed in the applicable package, quotation, booking page, booking confirmation or other official booking communication.

Customers should check their booking confirmation to determine whether their booking is covered and which benefits apply.

PART A — HOTEL TRUST GUARANTEE

1. What if my hotel check-in is delayed?

If the customer's check-in is delayed by more than two hours beyond the hotel's standard check-in time, CompareMyTrip may provide compensation of up to ₹2,000, subject to the eligibility and claim conditions of this Trust Guarantee.

The delay must be attributable to an issue covered by the Trust Guarantee and must be reasonably verifiable.

The benefit does not apply where the delay results from circumstances outside the control of CompareMyTrip or the hotel, including government restrictions, natural events or customer-related circumstances.

2. What if the hotel has not received my booking confirmation?

CompareMyTrip makes reasonable efforts to verify and reconfirm hotel reservations before the customer's arrival.

If the customer is denied check-in because the hotel has not received or cannot locate the confirmed reservation, the customer should immediately contact the CompareMyTrip support team using the official contact details provided with the booking.

Our team will work with the hotel to resolve the issue.

Where necessary and subject to availability, CompareMyTrip may arrange an alternative property in the same or a reasonably comparable category.

3. What if the hotel dishonours my confirmed booking?

If a hotel refuses to honour an eligible confirmed booking for reasons attributable to the hotel, CompareMyTrip will work with the customer and hotel to identify a suitable alternative.

Where reasonably possible, we will provide alternative accommodation of a similar category.

The alternative arrangement remains subject to availability and local operating conditions.

4. What if I do not accept the alternative property?

Where an eligible Trust Guarantee booking is dishonoured by the hotel and the customer reasonably declines the alternative properties offered under the Trust Guarantee, CompareMyTrip may reimburse the customer's eligible replacement hotel expense.

The maximum reimbursement shall be the lowest of:

1. The invoice amount of the replacement hotel booking;
2. 150% of the original hotel booking amount; or
3. 100% of the original hotel booking amount plus ₹15,000.

Claim requirement

The customer must provide a valid invoice or payment receipt for the replacement accommodation booked and paid for directly by the customer at the property.

Reimbursement is subject to verification and the applicable Trust Guarantee conditions.

Only reasonable and directly related replacement accommodation expenses may be considered.

5. What if the wrong room type is provided?

Where the room category or room type provided is materially different from the room type confirmed in an eligible booking, CompareMyTrip will first attempt to resolve the matter with the hotel.

Where the issue cannot reasonably be rectified, compensation may be provided.

The compensation shall be the lower of:

• 50% of the applicable booking amount; or
• Two times the applicable price difference between the confirmed room type and the room type actually provided,

subject to a maximum compensation of ₹20,000.

The customer may be required to provide booking documents, photographs, hotel correspondence or other reasonable evidence to substantiate the claim.

6. What if the stay does not match the promised inclusions?

CompareMyTrip works with its hotel partners to ensure that the inclusions specified in the confirmed booking are provided.

If an included service, facility or benefit is missing or materially different from what was confirmed, the customer should contact CompareMyTrip as soon as reasonably possible during the stay.

Our team will liaise with the hotel to rectify the discrepancy wherever possible.

Where the issue cannot be reasonably rectified, the applicable remedy will depend on the nature and value of the missing inclusion and the specific Trust Guarantee coverage.

PART B — HOLIDAY PACKAGE TRUST GUARANTEE

7. What if my airport pickup is late?

For an eligible private airport transfer, if the confirmed airport pickup is delayed by more than 20 minutes beyond the scheduled pickup time, CompareMyTrip will provide a refund of 100% of the applicable transfer amount, subject to a maximum of ₹2,000.

The benefit is subject to verification of the scheduled pickup time and actual delay.

The benefit does not apply where the delay results from circumstances outside the reasonable control of the service provider or CompareMyTrip.

8. What if my airport pickup or drop is not provided?

CompareMyTrip aims to provide pickup and transfer details before the scheduled service time.

If an eligible confirmed airport pickup or drop is not provided, the customer should immediately contact CompareMyTrip.

Where the customer is required to arrange an alternative cab independently in order to avoid disruption to the trip, the customer should obtain a valid invoice/receipt.

Subject to verification, CompareMyTrip may reimburse up to 150% of the total eligible replacement cab bill.

The reimbursement remains subject to the applicable Trust Guarantee limits and reasonable replacement-cost assessment.

Customers should contact CompareMyTrip as soon as reasonably possible before arranging an alternative service, where circumstances permit.

9. What if my private sightseeing pickup is late?

For an eligible private sightseeing transfer, if the pickup is delayed by more than 20 minutes beyond the confirmed pickup time, CompareMyTrip will provide a refund of 100% of the applicable transfer amount, subject to a maximum of ₹2,000.

The delay must be reasonably verifiable.

10. What if other passengers delay my shared transfer?

Shared Seat-in-Coach (SIC) transfers operate differently from private transfers and may include a normal operational waiting period.

A waiting buffer of approximately 30–40 minutes may apply depending on the destination, route and operational conditions.

Where a delay is caused by other passengers and exceeds the applicable waiting period:

Delay exceeding 30 minutes

A compensation of up to ₹500 may apply.

Delay exceeding one hour

A compensation of up to ₹1,000 may apply.

The applicable amount will depend on the verified duration and circumstances of the delay.

This benefit does not apply to delays caused by traffic, weather, road closures, government restrictions, operational disruptions or other circumstances outside the reasonable control of the transfer provider.

11. What if the hotel cannot find my holiday booking?

CompareMyTrip makes reasonable efforts to reconfirm hotel reservations before arrival.

If an eligible confirmed holiday booking cannot be located by the hotel, our team will immediately work with the property to resolve the issue.

Where appropriate and subject to availability, CompareMyTrip may arrange an upgrade of up to 150% of the original room cost or ₹15,000, whichever is lower.

If an appropriate upgrade is not feasible, CompareMyTrip will work to arrange an alternative hotel of a similar category.

The applicable remedy will depend on availability and the circumstances of the incident.

12. What if my sightseeing tickets are missing or delayed?

For an eligible sightseeing activity:

Ticket not provided

Where a confirmed sightseeing ticket is not provided and the customer is consequently unable to use the included attraction/service, CompareMyTrip may provide:

• A refund of 150% of the applicable ticket amount, subject to;
• Additional compensation being capped at ₹15,000.

The total applicable compensation shall be determined based on the actual circumstances and the Trust Guarantee limits.

Ticket provided after 45 minutes

If a confirmed ticket is provided after a delay exceeding 45 minutes, CompareMyTrip may provide either:

• A replacement/free ticket where reasonably possible; or
• A full refund of the applicable ticket amount.

Ticket provided within 5–45 minutes

Where the ticket is provided between 5 and 45 minutes after the applicable scheduled time, the customer may receive:

• ₹1,000, or
• 50% of the applicable ticket amount,

whichever is lower.

The delay must be reasonably verifiable.

13. What if the hotel has health, safety or room-category issues?

Where an eligible booking involves a material hotel health/safety concern or an incorrect room category, CompareMyTrip will first attempt to resolve the issue with the hotel.

Where appropriate and subject to availability, we may arrange a room upgrade of up to 30% of the original room cost.

If an appropriate room upgrade is not available, CompareMyTrip may arrange a similar-category alternative hotel.

Where unforeseen circumstances prevent either remedy, CompareMyTrip may, depending on the circumstances, provide one of the following:

• Complimentary sightseeing;
• An upgraded vehicle category; or
• A complimentary meal.

The value of such alternative assistance may be up to 20% of the applicable booking amount.

The remedy will be selected based on availability, destination and the nature of the issue.

14. What if a confirmed meal is not provided?

Where a meal is expressly included and confirmed as part of an eligible booking, CompareMyTrip will work with the hotel or service provider to resolve the issue.

Where possible, we may provide:

• Meal coupons; or
• Assistance in arranging the next available meal at the hotel.

The precise remedy may vary depending on the destination, meal plan, timing and availability.

15. What if the car is in poor condition?

CompareMyTrip works with transportation partners to provide vehicles appropriate for the confirmed service.

If a vehicle provided under an eligible booking is materially below the agreed or represented standard, our team will attempt to arrange:

• A replacement vehicle; or
• A higher-category vehicle for the next applicable pickup, drop or travel day.

If unforeseen circumstances prevent a vehicle replacement or upgrade, CompareMyTrip may provide one complimentary meal coupon as an alternative goodwill remedy.

The availability of the remedy may depend on the destination and operational circumstances.

16. What if the driver misbehaves?

CompareMyTrip expects its transportation partners and drivers to maintain professional conduct.

If a driver engages in inappropriate, abusive, threatening or materially unprofessional behaviour, the customer should immediately report the incident to CompareMyTrip.

Where reasonably possible, CompareMyTrip will work with the transportation provider to:

• Replace the driver; or
• Assign another driver for the remaining applicable portion of the trip.

Where the incident involves an immediate safety concern, customers should first move to a safe location and contact the relevant local emergency authorities where appropriate.

The Trust Guarantee does not prevent customers from exercising any other legal rights or remedies available under applicable law.

PART C — TRUST GUARANTEE CONDITIONS

17. Eligible Bookings Only

The Trust Guarantee applies only to specifically approved bookings.

A product may be displayed on the CompareMyTrip website without being covered by the Trust Guarantee.

Unless the booking confirmation or applicable package page expressly states that the booking is Trust Guarantee Eligible, these benefits should not be assumed to apply.

18. Booking-Specific Terms

Different destinations, packages, suppliers and services may have different Trust Guarantee benefits.

The benefits applicable to the customer's booking are those displayed or communicated at the time of booking.

CompareMyTrip reserves the right to provide different benefit limits for different products, provided the applicable terms are communicated appropriately.

19. Customer Responsibility

To claim a Trust Guarantee benefit, the customer must:

• Contact CompareMyTrip as soon as reasonably possible after identifying the issue;
• Provide the booking reference;
• Provide relevant invoices/receipts where required;
• Provide photographs, videos or other evidence where reasonably required;
• Provide details of the incident;
• Cooperate with reasonable verification;
• Take reasonable steps to minimise avoidable losses.

Where an alternative arrangement can reasonably resolve the issue, customers should give CompareMyTrip a reasonable opportunity to assist before independently purchasing an alternative service, except where immediate action is reasonably necessary for safety or to prevent significant disruption.

20. Claims and Evidence

Trust Guarantee claims may be subject to verification.

Depending on the claim, CompareMyTrip may request:

• Hotel invoice;
• Replacement booking invoice;
• Cab invoice;
• Ticket;
• Booking voucher;
• Photographs;
• Videos;
• Messages from the supplier;
• Pickup timestamps;
• Payment proof;
• Other reasonable supporting evidence.

Submitting false, altered or misleading documents may result in rejection of the claim and may lead to further action where appropriate.

21. No Double Recovery

A customer shall not receive duplicate compensation for the same incident under multiple Trust Guarantee benefits.

Where the customer has already received compensation, refund, reimbursement, credit or other monetary remedy from the relevant supplier for the same incident, the amount payable under the Trust Guarantee may be adjusted to prevent double recovery.

This does not affect any mandatory legal rights available to the customer.

22. Trust Guarantee Is Not Travel Insurance

The CompareMyTrip Trust Guarantee is a customer-service and contractual benefit programme.

It is not travel insurance, personal accident insurance, medical insurance or an insurance product.

Customers are encouraged to obtain appropriate travel insurance for their journey.

23. Circumstances Where the Trust Guarantee Does Not Apply

Unless expressly stated otherwise in the applicable booking terms, Trust Guarantee benefits do not apply to issues arising primarily from:

• Natural events;
• Severe or unforeseeable weather;
• Natural disasters;
• Floods;
• Landslides;
• Earthquakes;
• Government restrictions;
• Government orders;
• Border restrictions;
• Airport closures;
• Road closures;
• Forest or wildlife restrictions;
• Civil unrest;
• War;
• Strikes outside CompareMyTrip's reasonable control;
• Other force majeure events;
• Peak dates or destination-specific exceptional periods;
• Changes requested by the customer;
• Changes made by the customer during the trip;
• Itinerary changes requested by the customer;
• Itinerary changes required by natural events;
• Itinerary changes required by government authorities;
• Customer no-show;
• Customer arriving at the wrong location;
• Customer providing incorrect booking information;
• Failure to comply with supplier requirements;
• Personal preferences or dissatisfaction where the contracted service has been delivered as confirmed;
• Services not included in the customer's confirmed booking.

24. Peak Dates and Exceptional Periods

Trust Guarantee benefits may be restricted or unavailable during exceptionally high-demand periods and destination-specific peak dates, including, where applicable:

• Diwali;
• Christmas;
• New Year;
• 31 December–1 January;
• Chinese New Year;
• National holidays;
• Major destination festivals;
• Other officially notified or operationally exceptional periods.

The applicable booking page or booking confirmation will indicate where such restrictions apply.

25. Changes During the Trip

Trust Guarantee benefits do not ordinarily apply to changes voluntarily requested by the customer after the trip has commenced.

Examples include:

• Changing hotels;
• Changing sightseeing;
• Changing transportation;
• Changing travel dates;
• Removing services;
• Adding or removing destinations;
• Requesting a different itinerary.

26. Natural Events and Government Restrictions

Where an itinerary is changed because of:

• Weather;
• Natural disasters;
• Government restrictions;
• Road closures;
• Airport restrictions;
• Forest restrictions;
• Safety orders; or
• Other circumstances beyond reasonable control,

the Trust Guarantee does not automatically create a right to compensation.

CompareMyTrip will, where reasonably possible, assist customers with alternative arrangements or available supplier remedies.

27. Limitation of Trust Guarantee Benefits

Unless a particular benefit expressly provides otherwise, Trust Guarantee benefits are limited to the monetary amounts and remedies stated in this policy.

The Trust Guarantee does not create an unlimited obligation to reimburse all losses, consequential expenses, lost profits, missed connections or other indirect losses.

Nothing in this policy excludes or restricts any liability or consumer right that cannot lawfully be excluded or restricted.

28. Relationship With Cancellation & Refund Policy

Trust Guarantee benefits are separate from ordinary cancellation and refund rights.

A Trust Guarantee benefit does not automatically make a booking refundable.

The customer's cancellation/refund entitlement continues to be determined by the applicable:

• Booking terms;
• Cancellation & Refund Policy;
• Supplier terms;
• Airline fare rules;
• Hotel rules;
• Visa terms;
• Permit rules; and
• Applicable law.

29. Amendments to the Trust Guarantee

CompareMyTrip may modify or discontinue the Trust Guarantee programme for future bookings.

Where Trust Guarantee coverage has already been expressly confirmed for an existing booking, the applicable confirmed terms shall continue to govern that booking, subject to applicable law.

30. Customer Acknowledgement

By making a booking identified as Trust Guarantee Eligible, the customer acknowledges that:

1. The Trust Guarantee is available only for selected approved bookings.
2. It does not automatically apply to every CompareMyTrip product or service.
3. The benefits are subject to the applicable conditions, limits and exclusions.
4. Certain claims require supporting documents.
5. Alternative arrangements are subject to availability.
6. The Trust Guarantee is not travel insurance.
7. The Trust Guarantee does not guarantee that every travel disruption will result in monetary compensation.

CompareMyTrip Trust Guarantee is designed to provide additional assurance—not to replace the customer's statutory rights, supplier obligations or travel insurance coverage.

End of CompareMyTrip Trust Guarantee