At Hotel Dhoondo (“we,” “us,” or “our”), we strive to provide a seamless booking experience. This Refund and Cancellation Policy outlines the terms and conditions under which cancellations and refunds are processed for bookings made through our website [www.hoteldhoondo.com] or our mobile applications (collectively, the “Services”). This policy is designed to comply with applicable laws and the guidelines of our payment partner, Razorpay, ensuring transparency and fairness in all transactions.
1. General Provisions
1.1 Scope: This policy applies to all bookings made through Hotel Dhoondo for accommodations listed on our platform. Hotel Dhoondo acts as an intermediary between you (the “customer” or “you”) and the accommodation providers (e.g., hotels, resorts). Refund and cancellation terms may vary depending on the accommodation provider’s policies, which will be clearly displayed during the booking process.
1.2 Policy Display: As required by Razorpay’s Payment Aggregator Guidelines, we clearly display this Refund and Cancellation Policy on our website and mobile applications to inform you of your rights and obligations regarding cancellations and refunds.
1.3 Contact: For any questions or assistance regarding cancellations or refunds, please contact our support team at [Insert Contact Email, e.g., support@hoteldhoondo.com] or [Insert Contact Phone Number].
2. Cancellation Policy
2.1 Cancellation by Customer:
- Flexible Cancellation Policy: For bookings with a flexible cancellation policy, you may cancel your reservation without penalty up to the deadline specified by the accommodation provider (typically 24–48 hours before check-in). The exact deadline will be stated in your booking confirmation email.
- Non-Refundable Policy: For bookings marked as non-refundable, no refunds will be issued upon cancellation, regardless of the timing. These bookings are offered at a lower rate and carry stricter terms.
- Partial Refund Policy: Some bookings allow partial refunds if cancelled within a specified timeframe. A cancellation fee (e.g., a percentage of the booking amount or the cost of one night’s stay) may apply, as determined by the accommodation provider. The refund amount decreases closer to the check-in date, and there may be a cutoff date after which no refund is issued.
- No-Show Policy: If you fail to check in without cancelling your booking (a “no-show”), you may be charged the full reservation amount or a no-show penalty, as per the accommodation provider’s policy.
2.2 Cancellation by Hotel Dhoondo or Accommodation Provider:
- In rare cases, an accommodation provider or Hotel Dhoondo may cancel your booking due to overbooking, invalid payment details, or unforeseen circumstances (e.g., force majeure events like natural disasters). In such cases:
- You will be notified immediately via email or phone.
- We will offer you alternative accommodations of similar quality or a full refund to your original payment method.
- If the cancellation occurs close to the check-in date, we may provide additional compensation, such as a credit for a future booking, subject to the accommodation provider’s discretion.
2.3 Cancellation Process:
- To cancel a booking, use the “Manage Booking” link in your booking confirmation email or log into your Hotel Dhoondo account.
- Cancellations must be initiated by you or through our customer support team. We do not process cancellations automatically unless explicitly requested.
- For group bookings or special promotions, stricter cancellation policies may apply, as specified during the booking process.
3. Refund Policy
3.1 Eligibility for Refunds:
- Refunds are processed only for bookings eligible under the accommodation provider’s cancellation policy (e.g., flexible or partially refundable bookings).
- Non-refundable bookings are not eligible for refunds unless the cancellation is due to a fault of Hotel Dhoondo or the accommodation provider (e.g., overbooking or failure to provide the booked accommodation).
- Refunds are initiated at the discretion of the accommodation provider, and Hotel Dhoondo facilitates the refund process through Razorpay.
3.2 Refund Processing:
- Normal Refunds: For eligible cancellations, refunds are processed within 5–7 business days from the date of cancellation. The refund will be credited to the original payment method used during booking (e.g., credit card, debit card, UPI).
- Instant Refunds: Where available, instant refunds may be processed immediately upon cancellation, subject to a small processing fee. You will be notified if instant refunds are enabled for your booking. Instant refunds are credited to the original payment method and cannot be cancelled or reversed once issued.
- Partial Refunds: For bookings with a partial refund policy, the refund amount will be calculated based on the accommodation provider’s terms and credited within 5–7 business days.
- No Additional Fees: Hotel Dhoondo and Razorpay do not charge additional fees for normal refunds. However, taxes and service fees charged for the original payment are not reversed.
3.3 Refund Tracking:
- You can track the status of your refund using the Razorpay Refund Tracker by entering your Payment ID, Booking ID, or Refund ID, which can be found in your booking confirmation or refund confirmation email.
- If a refund does not reflect in your account within 10–12 business days, please contact our support team or check the refund status via the Razorpay Refund Tracker.
3.4 Chargebacks and Disputes:
- If you believe a refund was incorrectly denied or not processed, you may contact our support team to resolve the issue.
- If the issue persists, you may raise a dispute with your bank, providing details such as the Payment ID, Booking ID, transaction date, and amount. Razorpay will work with your bank to resolve the dispute amicably. Please allow at least 7 days from the cancellation date before escalating a dispute.
- For instant refunds, a Unique Transfer Reference (UTR) or Application Reference Number (ARN) will be provided as proof of refund completion, which can be used to defend against chargebacks.
4. Special Circumstances
4.1 Force Majeure: If a cancellation is due to events beyond your control (e.g., natural disasters, government restrictions), we will work with the accommodation provider to secure a full refund or a credit for a future booking, subject to their policies.
4.2 Booking Errors:
- If you make an error in your booking (e.g., incorrect dates), contact our support team immediately. While non-refundable bookings are generally not cancellable, we may liaise with the accommodation provider to request a refund or date change as a goodwill gesture, though this is not guaranteed.
- For errors caught within 24 hours, some accommodation providers may allow cancellations or modifications, subject to their discretion.
4.3 Accommodation Issues:
- If the accommodation does not match the description provided on our platform, document the issue (e.g., with photos or videos) and contact our support team immediately. We will coordinate with the accommodation provider to resolve the issue, which may include a room change, partial refund, or full refund.
5. Razorpay-Specific Guidelines
5.1 Source Refunds: As per Razorpay’s policy, all refunds are processed to the original payment method used for the booking (e.g., the same credit card, debit card, or UPI handle). This ensures compliance with Razorpay’s source refund policy to prevent chargebacks.
5.2 Webhook Notifications: For real-time updates on refund status, we use Razorpay’s Webhook functionality to notify you of refund events (e.g., refund initiated, processed, or failed). Ensure your contact details are up to date to receive these notifications.
5.3 Refund Timelines: Refunds may take 5–7 business days for normal refunds or be processed instantly for instant refunds, depending on the payment method and banking partner. Delays may occur due to bank processing times, for which Hotel Dhoondo and Razorpay are not liable.
6. Additional Terms
6.1 Policy Variations: Refund and cancellation policies may vary by accommodation provider, room type, rate type (e.g., non-refundable vs. flexible), booking date, or peak travel seasons. Always review the specific policy displayed during the booking process.
6.2 Changes to Policy: We reserve the right to update this Refund and Cancellation Policy at any time. The updated policy will be posted on our website, and your continued use of our Services constitutes acceptance of the revised terms.
6.3 Governing Law: This policy is subject to the laws of India. Any disputes arising from this policy shall be resolved in the courts of [Insert City, e.g., Etawah], Uttar Pradesh, India.
