Smart Buy





1. What is Smartbuy?

SmartBuy is a HDFC bank’s e-commerce initiative to create an exclusive portal that offers wide range of digital and physical products from travel, entertainment, bill payments, electronics, fashion, books and much more. Also, provides the list of merchants where you can avail exclusive offers, discounts and reward point for purchase through your credit card, debit card, internet banking and prepaid cards.

 

2. What are the various products/ services offered on SmartBuy?

HDFC Banks has tied up with various partners for flight & hotel booking, movie ticket booking, download music, bill payments and etailing. Please look at our portal for new and updated partners on on-going basis.

 

3. How to purchase a product/ service?

Purchase on SmartBuy is easy & simple. Choose the product/ service of your choice; enter the mandatory details at the checkout, review the order/ product summary and pay using your Credit card or Debit Card or Net Banking.

 

4. Should I register to purchase on SmartBuy?

No. You can purchase and make payment by providing just your email ID and/or mobile number. Though it is not mandatory to have an account to purchase items or make payment, it is recommended that you create one. By creating your own SmartBuy account, you will be able to track your order, look at past order history.

 

5. What is SmartBuy’s EMI payment option?

SmartBuy’s EMI scheme is available HDFC bank credit card holders only. You may choose to pay in 3, 6, 9 or 12 month installments. The minimum order value to avail the EMI payment option is Rs. 3,000.

There is NO processing fee charged for availing EMI payment option. On return or exchange, interest charged by the bank till that time will not be refunded.

The Bank charges annual interest rates (as shown below) according to the reducing monthly balance. In the monthly reducing cycle, the principal is reduced with every EMI and the interest is calculated on the balance outstanding.

HDFC Bank Credit Card EMI plans / Interest Rate

3 Months

6 Months

9 Months

12 Months

12%

12%

13%

13%

 

6. How do I make a payment using credit card EMI option?

Once you've added the desired items into your cart, proceed to checkout as usual. When prompted to choose a Payment mode, select 'EMI' and enter your credit card details. Once the payment is authorized, your order will be processed. You will need to pay the total amount, in the pre-determined number of installments, as per your credit card billing cycles.

The minimum order value to avail the EMI payment option is Rs. 3,000.

 

7. What kind of offers and deals are available on Smartbuy?

Online Deals: Significant discounts on products across various retail categories from reputed merchants all over India. You can shop online for these exclusively on HDFC Bank Credit/ Debit cards/ Net Banking.

Online Partners: Discounts available when you use your HDFC Bank cards on your favorite websites.

Merchant Shops: These offers are available at leading outlets across the country.

EMI Offers: Our merchant partners bring attractive EMI deals so that you do not need to postpone your shopping needs. These are available exclusively on HDFC Bank Credit cards.

 

8. As a credit card holder, am I allowed to access to privileges of a debit card holder and vice versa?

We have a variety of tie ups exclusively for Debit card and Credit card holders. However the offers are not transferrable or interchangeable. The user needs to have the respective card to avail that particular offer. Many of our offers are applicable on both credit and debit cards.

 

9. Do I need to register for availing these offers and deals?

No, you do not need any separate registration. You can read through the various offers that are displayed on the website without any registration. However, when you are shopping online you would need to do a registration on the partner merchant website.

 

1. On which airlines can I book my tickets?

There is no restriction for booking on any airlines available on the portal as long as there is availability of seats.

 

2. Are there blackout dates for redemptions for travel bookings?

You have the freedom to travel anytime of the year as long as the seats are available for booking.

 

3. For bookings done through SmartBuy website is it necessary that the credit card holder should be a part of traveling itinerary?

No, the card holder need not be part of the traveling itinerary. But, based on the airline’s regulations the passenger may be asked to carry a photocopy of the credit card signed by the cardholder. Please check with your airline.

 

4. Is my credit card information secure and safe?

Yes. HDFC bank follows the best security practices. Any information you enter when transacting with us is sent in an encrypted format to protect you against unintentional disclosure to third parties.

 

5. How much baggage can I carry on the flight?

Baggage Allowance on flights varies with the airline, sector/destination, and other factors. Please check on the airlines website for more details the baggage details and its updates.

 

6. How do I check if my flight is on time or not?

You can check the status for any flight departing within 24 hours by speaking to the flight operators directly.

 

7. I am travelling with an infant. Is there anything special I need to know?

Babies between the ages of 0 to 2 years are considered to be an infant. Infants are not allocated separate seats. For an infant ticket, it is mandatory to carry the birth certificate of the infant along with the ticket.

 

8. Do I need to provide an identity proof while booking my ticket?

This depends mainly on the airlines you plan to travel and its destination. However, a valid ID proof is required to enter the airport.

 

9. What is Web Check-in?

Web check-in is the process of confirming one’s presence on a flight via the Internet on the respective airline website. This online feature allows passengers to check-in and select their preferred seating before arriving the airport. This can be done only through airline website and not through SmartBuy.

 

10. Can I make a booking for and on behalf of someone else?

Definitely, simply enter the travel details of the passengers at the time of booking.

 

11. Can I make an online booking on the SmartBuy Portal for a child below 12 years of age traveling alone?

Currently, you cannot make an online booking on the Portal. Some airlines allow booking for child below 12 years, please check with the airline directly for assistance.

 

12. Can I book tickets for infants on SmartBuy?

Yes, on SmartBuy portal you are allowed to book one infant per adult. The infant's age must be below 24 months on the date of travel. Please carry the birth certificate of the child at the time of check-in. The infant will not be allotted a separate seat and will need to travel with the accompanying adult.

 

13. What is the maximum number of seats I can book at one time on SmartBuy?

A maximum of 9 seats can be booked online at one time on SmartBuy Portal. If you wish to do a group booking with more than 9 passengers please call the customer support for assistance.

 

14. My Flight charges have increased after providing the passenger details. Why did this happen?

The airline fares fluctuate from time to time. There may be many reasons why this could happen, but it is mostly due to availability of the seats on that particular flight. If you are not happy with the fare changes please try searching for a different airline or a different date.

 

15. Can I book tickets for another person using my card/ account on SmartBuy Portal?

Definitely, simply enter the travel details of the passengers at the time of booking.

 

16. I just booked my flight and my card is charged, but I have not received an email confirmation on my booking. What do I do?

In some rare cases, we do not get the response from the payment gateway on confirmation of payment and from our flight partner on the confirmation of ticket booking. We suggest that in such cases, please call our partner customer support for assistance before you search and book your trip again. In the ticket is not booked/ confirmed, we would automatically refund the amount charged to your credit card within 15 days.

 

17. How do I know my booking is confirmed?

You will receive an email confirmation on your booking which will contain your booking details. If you have not received within 1 hour from the time of booking please call our partner’s customer care for assistance.

 

18. Do I need to confirm my flight reservation before I fly?

You are always welcome to call the airlines for confirmation. However if there is a reschedule or cancellation, the airlines will also try to get in touch with you on the contact details provided by you at the time of booking. Hence make sure you have entered valid phone number/email id at the time of booking.

 

19. How do I get my e-ticket?

The e-ticket is sent to your email id once your booking is confirmed online or by the call center. If you have not received it within 1 Hour of your booking please call customer support for assistance.

 

20. How do I get a boarding pass for an e-ticket?

You can check-in the following three ways.

  • Some of the airlines provide a web check-in facility, where you can select your seat and print your boarding pass online. If you use this facility, you will have to approach the check-in counter to drop your baggage.
  • You can also check-in using Tele check-in service provided by some of the airlines. In such cases, you will have to present your ticket and ID proof at Airline check-in counter for issuance of boarding card and for baggage drop.
  • Alternatively, you can check-in physically at the airport counters of the airline by presenting your ticket and ID proof.

 

21. Do I have to show my e–ticket confirmation email at the airline check–in counter?

Yes, it is strongly advisable to carry a printout of your e–ticket. If you’ve have lost or forgotten to carry your e–ticket copy, you may contact the airline ticketing counters to issue you a duplicate copy.

 

22. Can I get paper tickets?

No, we do not issue paper ticket. You have to take a print out of the E-Ticket sent to your registered Email ID.

 

23. Do I have to show ID proof at the time of check–in?

Yes. Please carry a government–issued photo–id proof with you whenever you fly.

 

24. How do I print my ticket?

If you have booked your ticket as a registered user you can login to the SmartBuy portal and go to 'My redemptions' under My Account to know about your booking summary. You have an option to print the eticket for each successful booking. You can also take a copy of the eticket that is sent to your registered email id.

 

25. How do I cancel a flight reservation?

You can cancel your flight booking by directly calling the airlines. In such cases you will need to call our customer care with all relevant details (such as endorsement copy/cancellation id) to process your refund amount immediately. You will be notified by the airline partner once the cancellation process is completed. Please note relevant airlines and airline partner cancellation charges are applicable.

 

26. What are my cancellation charges?

The cancellation charges vary from airline to airline and the airline partner through whom the ticket was booked.

 

27. If I need to cancel my flight, what’s the latest I can do this by?

Please submit your request with the partner atleast 24 hours before the departure time.

 

28. How will I get my money back after a cancellation?

We will initiate for the refund amount as soon as the cancellation is completed. However please allow upto 20 business days for the refund amount to be reflected in your account.

 

29. How do I reschedule my flight booking?

You can reschedule (change the date and time) of your flight by calling our partner’s at below Support Number and email. Please note sector wise changes cannot be done. Airlines and our partner’s rescheduling charges are applicable per passenger.

Partners

Post booking/ txn queries including modification & cancellations

Goibibo - Flight

smartbuy@goibibo.com , 0124-6159110

Cleartrip - Flight

agencysupport@cleartrip.com, + 91 22 3035 1677

Yatra - Flight

flightsupport_hdfc@yatra.com, 0124-3322980

 

30. How do I check if my flight is on time or not?

Please check with the airlines directly for timings.

 

31. Can I book a multi-city trip?

No currently, you can only do a one way or a two way trip on the SmartBuy website.

 

32. How do I correct the wrong spelling in my name or have the prefix changed?

We suggest you to please call the airlines directly in such instances.

 

33. I have forgotten my booking ID / PNR. What do I do?

You can get the PNR number in the email notification sent to you. You can also find the PNR details by logging to SmartBuy portal. Please go to 'My Redemptions' under the 'My Account' tab. If you have forgotten your password, please request for a Password reset.

 

34. The airlines cancelled my flight. How do I get my money back?

Please call our customer support immediately with the cancellation details to process your refund. Please allow 20 working days for the refund to reflect back in your account.

 

35. How can I change the date and time of my flight booking?

For rescheduling flights please call the partner’s customer support at below helpline.

Partners

Post booking/ txn queries including modification & cancellations

Goibibo - Flight

smartbuy@goibibo.com , 0124-6159110

Cleartrip - Flight

agencysupport@cleartrip.com, + 91 22 3035 1677

Yatra - Flight

flightsupport_hdfc@yatra.com, 0124-3322980

 

36. What documents do I need to carry to check-in for my flight? Do I have to carry the credit card that was used for making the payment?

  • 1.A valid photo ID proof that will be accepted across all airlines.

  • In case of an infant travelling, it is mandatory to carry the birth certificate of the infant along with the ticket.

  • Duly signed xerox copy of the credit/debit card, that was used to make the payment at the time of the booking

 

37. What travel documents am I required to carry while undertaking international travel? Any other rules?

You require the following documents for International Travel:

  • Passport - Valid for at least 6 months from your travel date.

  • Visa - Valid visa for the country you are visiting. You will also require a Transit Visa if you are transiting for more than 12 hours. Please check Transit Visa rules for the country of transit.

  • Travel insurance - It is advisable to carry valid Medical & Travel insurance when traveling internationally.

  • Foreign Currency - It is not allowed to carry more than US$ 10,000 as a cash or travellers check.

  • Air Ticket - Confirmed return air ticket. A one-way air ticket will be accepted only for students or working professionals (Student Visa or Work Visa holders), as well as dependents of the working professionals.

     

38. How do I print my ticket at a later time after booking?

A printout can be taken from the email confirmation received or if the PNR no. is known please call our customer support for assistance.

 

39. How do I select my seats?

If you wish to do pre-seating, please call the airlines or our flight partners directly. Please note there may be additional charges on pre-seating.

 

40. What happens if I am not carrying a copy of my E-Ticket to the airport?

If you fail to carry a printout of your E-Ticket, you will need to go to the airline counter at the airport and request for an E-Ticket copy by providing the PNR number of your reservation.

 

41. By when can I expect my refund against the cancellation of my booking?

The refund amount will be credited back into your account depending on your mode of transaction. We will credit the money back as cash on to your HDFC card/ account depending on the mode of transaction done. Please allow 15 working days for the refund to reflect in your bank account.

 

42. Do I need to reconfirm my flight?

You are always welcome to call the airlines for confirmation. However if there is a reschedule or cancellation, the airlines will also try to get in touch with you on the contact details provided by you at the time of booking. Hence make sure you have entered valid phone number/email id at the time of booking.

 

43. I will be coming from an international flight connecting to a domestic flight, am I allowed to check my baggage all the way to my final destination?

Some airlines allow for checking your baggage all the way to the final destination. Please confirm with the respective airlines.

 

44. When can I check-in online?

Web check-in is available 24 to 2 hours prior the scheduled departure time.

 

45. I did not receive an emailed booking confirmation, has my booking been confirmed?

If you have not received the emailed confirmation, please check your spam folder or junk mailbox. You may also have added your email address incorrectly during the booking process which has prevented the confirmation from being received. Please call the Customer Call Centre if you do not have a booking reference.

 

46. My international travel is starting from USA. How can I find out what meals are available onboard?

Meals onboard can be known by speaking to the flight operators directly.


 

1. What is the difference between a twin and double room?

A "Twin Room" will have 2 separate beds which can be shared by two guests. A "Double Room" will have only one double (king size/ queen/ double) bed which can also be shared between 2 guests.

 

2. Can more than two adults stay in a single room?

Most hotels allow additional guests to stay in a single room for an extra charge. However they might have restrictions on the maximum number of guests that are allowed per room. We suggest you call the hotel directly before booking.

 

3. Our children will be traveling with us – do they stay for free?

While making your booking, please select the number of children travelling with you. The charges vary with the number of children and Adults for each hotel and also on the type of room selected within the Hotel.

 

4. How do I know if my booking was successful?

Once your booking is confirmed you will receive an email confirmation with all the relevant details of the booking. If you have not received this notification within one hour of booking, please call our customer support for assistance.

 

5. Do I need to confirm my booking with the hotel once I have completed the booking process?

No, you don’t need to. Please note that it may take upto 12 hours for the booking to reflect in the Hotel records.

 

6. I just completed the booking process and my account/card has been debited. I see a blank screen instead of the order confirmation page. How do I know my booking is confirmed?

If your account/ card have got charged and you haven't received an email confirmation on the booking, please call the customer support for assistance.

 

7. How long will it take for the hotel to get my booking information?

In most cases the hotel should receive the reservation information within 12 hours of the time you have made your booking (except for nights, weekends and other holidays when the hotel’s reservation department is closed). Please note that this doesn’t apply to bookings made for the same day.

 

There are certain reservations that are booked out of an allotment. These rooms are guaranteed and must be paid for when you check out of the hotel. In some cases the hotel won’t have your name on the reservation until approximately 24 hours before you arrive.

 

8. Will the hotel hold my room if I’m arriving late?

Since your reservation is guaranteed with a credit card or voucher payment the hotel is obliged to hold your room for the days you have booked with them.

 

9. What if I’m going to arrive early?

If you know you’re going to arrive early at your hotel, contact the Hotel directly. But it’s ultimately subject to the terms and conditions and availability of rooms at the hotel to accommodate you for arriving early.

 

10. How do I cancel my hotel booking?

You can cancel or modify hotel by contacting the partner customer support at below number.

Partners

Post booking/ txn queries including modification & cancellations

Cleartrip - Hotel

agencysupport@cleartrip.com, + 91 22 3035 1677

 

11. What are the cancellation charges and by when do I need to cancel my hotel booking?

The hotel cancellation and cancellation charges can be dynamic to each hotel - the time of cancellation and the time of your stay. Please note that while some hotels allow for free cancellation, others are non refundable or have a penalty charges on cancellation. Please make sure you have read the room details, the cancellation charges and cancellation notification time at the time of booking. You may even call our partner customer support to assist you with your cancellation. SmartBuy website does not apply any cancellation charges to its customers.

Partners

Post booking/ txn queries including modification & cancellations

Cleartrip - Hotel

agencysupport@cleartrip.com, + 91 22 3035 1677

 

12. How will I get my money back after cancelling a hotel booking?

If the hotel you have booked entertains cancellation, the refund amount will be credited back into your account. We will credit the money back as to your HDFC card/ Account depending on the mode of transaction done. Please allow 15 working days for the refund to reflect in your bank account.

 

13. How do I modify a hotel booking?

Modification (eg: change of date ) to bookings will be treated as cancellation and new booking. You’ll have to cancel your existing booking and make a new one.

 

14. What are the check in and check out timings?

The check in - check out timings are available for each hotel on the website. Every hotel has a specific check-out time (typically between 11 am and 1 pm). Please check with the hotel directly for the timings, if you plan to come early or check out late.

 

15. What do I need to bring to the hotel to check in?

Please carry government issued ID proof for all the guests in the booking. If the card holder in whose the name the booking was made is not part of your guest list please carry a signed photocopy of the identity proof of the card holder. Please note some hotels may have age restrictions

 

16. Are there additional hotel taxes to pay?

The final booking price for the rooms mentioned on the portal are inclusive of all taxes. However there may be additional charges in your final bill depending on any extra service that you may have received during your stay such as late check out, extra guests and other facilities.

 

17. Are there additional charges if I bring extra guests to the hotel at the last minute?

Yes you may be charged extra for guest/s as they are not part of the originally booking. Please check with the Hotel for availability and charges.

 

18. Can I make special requests with my hotel room reservation?

Yes, you can mention your special requests. Please note there may be additional charges by the Hotel depending on the type of request.

 

19. How do I find a hotel with particular amenities, such as a swimming pool, pet friendliness, or Internet access?

Once you have selected the hotel of your choice simply click on the title of the hotel to know more about the Amenities, Terms and conditions, Policy and Tariff etc. related to the hotel. You also call our partner customer support for more details.

Partners

Post booking/ txn queries including modification & cancellations

Cleartrip - Hotel

agencysupport@cleartrip.com, + 91 22 3035 1677

Expedia - Hotel

support@smartbuy.com, 1860 425 3322

 

1. How many tickets can I book in one transaction?

A maximum of 10 tickets per transaction can be booked in each seating category.

 

2. How do I know if my Movie booking is confirmed?

Once the booking is confirmed, you will receive an email confirmation to the registered email ID with all the relevant details.

 

3. I just booked my ticket online. How will I get my tickets?

Once the booking is confirmed, you will receive an email confirmation to the registered email ID with all the booking details. Please carry a print out of the notification and present it at the box office of the cinema. The box office will verify and give you the tickets.

 

4. Can I choose my seats online while booking a movie ticket?

Yes. You have the option of selecting the seat of your choice while booking.

 

5. I accidentally booked my tickets for today instead of tomorrow, can you change the tickets or seating?

No, it is not possible to change your dates or seating once your ticket is confirmed.

 

6. Can I cancel my movie tickets once booked?

No, as per government regulations, you cannot cancel a movie ticket.

 

1. I just purchased a song and downloaded it. Do I need to pay again for a re-download?

Absolutely not! Once you have purchased a song you can download it any number of times without paying for it.

To download, click on the download button beside each track under 'My Redemption' --> 'My Account tab' (OR) Navigate to 'Manage Orders' at top right corner of the Home screen and enter the requested details and submit to download the song.

 

2. Can I transfer the downloaded music tracks from my PC to mobile and back?

Yes, you can transfer your purchased music track from one device to another as long as you are the rightful owner of the devices. Please note it is against the law to share your downloaded music with others.

 

3. Are all Music tracks that I download 'Rights' protected?

Yes, all music tracks available for download on the SmartBuy website are DRM protected.

 

4. I just paid for a music track and I can't seem to download the song! What do I do?

There may be technical reason why you are unable to play/download a song you just purchased. Please call our customer support to help you.

 

1. What are the digital recharge/ bill payment I can do on SmartBuy Portal?

You can recharge mobile phones, DTH ; pay bills for postpaid mobile phones, electricity, gas, insurance; and donate to merchants we have partnered with.

 

2. My card/ account have been charged but my mobile recharge or bill payment failed. Why did this happen?

If your card/ account is charged but your mobile recharge failed then there could be many reasons why this could have happened. The top reasons are listed below:

  1. You have selected Post Paid instead of Prepaid or vice versa.

    You have entered an invalid mobile number.

    Your mobile number does not match with the operator or the circle selected.

    You have recently ported from one operator to another and your mobile number is not updated at the operator level.

    You have selected a denomination that is not currently accepted by the operator.

    There could be a technical issue on the operator side.

 

3. I did not get any confirmation message from the operator informing me the status of my recharge or bill payment. What should I do?

Once your recharge or bill payment request is processed you should receive an email notification on the status of your request. If you have not received this notification within 1 hour of submitting your request, please call our customer support for assistance.

 

4. My Mobile recharge / bill payment failed. My credit card/ account has been charged. How do I get my money back?

You are entitled for a complete refund if your mobile recharge or bill payment fails. Your money will be credited back in the same mode it was debited. Please allow 15 working days for the refund to reflect in your account.