Goibibo - Flight cancellation refund not processed

I am writing to formally lodge a complaint regarding the non-refund of my cancelled flight ticket with Booking ID GOFLISTMOBGRRU******. The booking was made on **th August **** for a flight from Delhi to Vientiane via Bangkok scheduled on **nd August ****.

At the time of booking, the Goibibo website clearly stated that a full refund would be applicable if the cancellation was made before ** PM on the same day of booking. Acting on this information, I promptly cancelled the booking before the stated deadline, expecting a full refund as per your policy.

However, after the cancellation, I received a notification from Goibibo stating the following:

“We would like to inform you that on your upcoming booking from DELHI to VIETNAM via BANGKOK on **nd AUGUST ****. Sector from DEL to BKK can only be void as airline is not allowing us to void the sector from BKK to VTE.”

The information that only one sector would be refundable was not disclosed at the time of booking. This omission is misleading and has resulted in an unfair denial of my rightful refund.

After waiting for almost a year, on **st July ****, I received a partial refund of ₹**,***. This refund was accompanied by an explanation that only a partial refund was possible due to the deduction of Goibibo convenience and cancellation fees. This contradicts the cancellation policy which stated that only ₹*** would be deducted if the booking was cancelled before ** PM on the same day.