1The policy that applies is the one you saw
Every rate plan carries its own cancellation policy set by the property. You see it as a dated timeline on the property page, again in checkout before you pay, and once more on your voucher. That timeline is what governs your booking, and it does not change after the booking is confirmed.
Because the timeline is dated to your stay, there is nothing to interpret: it names the moment free cancellation ends and the charge that applies after it.
2How the refund is calculated
When you start a cancellation, we show the exact refund before you confirm it — the amount paid, the cancellation charge from your timeline, the taxes reversed with it, and what returns to you.
- Cancelled before the free-cancellation deadline: the full amount paid is refunded, including taxes.
- Cancelled after it: the charge in your timeline for that window applies, taxes on the charged portion are retained, and taxes on the refunded portion are returned.
- Non-refundable rate plans: no refund, which is the trade for the lower price. This is stated on the rate row before you select it.
- No-show: the property's no-show charge applies, usually the first night or the full stay.
- A property cancels your confirmed booking: you receive a full refund, and we re-accommodate you at an equivalent property at our cost if you want us to.
3When the money arrives
We initiate the refund to the original payment method as soon as the cancellation is confirmed. UPI refunds usually land in one to three business days; card refunds take five to seven business days to appear on the statement, and net-banking refunds three to five. The gap is the bank's settlement cycle, not a delay at our end — the refund reference is on your booking page the moment we send it.
Pay-at-hotel bookings have nothing to refund, because nothing was charged. Cancelling one simply releases the room.
4Changing rather than cancelling
Changing dates or rooms is re-quoted against live availability and current rates. If the new stay costs more, you pay the difference; if it costs less, the difference is refunded on the same timelines as above. A change is not a cancellation, so no cancellation charge is applied.
Early check-in and late check-out are requests, not changes. The property confirms them and states any charge.
5Failed and duplicate payments
If a payment is debited but the booking does not confirm, the amount is auto-reversed by the gateway, typically within five to seven business days. Your booking page shows this state and its reference while it happens; you do not need to chase it.
If you were charged twice for the same booking, tell the grievance officer with both references and the duplicate is refunded in full.
6If you disagree with a refund
Raise it with the grievance officer with your booking reference. We re-run the calculation against the timeline on your voucher and show you the arithmetic. Where the property applied a charge its published policy did not allow, we recover it and refund you.