Cancellation & Refunds (India)

Disclosure at booking: All cancellation cutoffs, fees and non-refundable conditions will be displayed on the booking page and in the booking confirmation. Guests must have the information before payment is taken.

• Flexible rates: Full refund if cancelled before the free-cancellation deadline shown at booking.
• Semi-flexible / Partial: Partial refund per the schedule shown at booking.
• Prepaid / Non-refundable: No refund. Discounted rate clearly labelled.
• Late cancellations / No-show: Charges stated at booking apply. Example policies are illustrative only. Always follow the confirmation message.

Refund method & timeline: Refunds will be issued to the original payment instrument. Processing typically takes 7–30 business days based on card networks and banks. Wallets and third-party processors may have separate timelines. Bank and payment network timelines govern final credit to the guest's account.

Payment security & RBI guidance: We do not store full card PAN or CVV on our servers. Payments use PCI-DSS compliant processors and tokenisation as per RBI guidelines where applicable. For recurring or tokenised charges we follow explicit consent flows.

Taxes and third-party fees: Taxes and third-party supplier fees may be non-refundable if required by law or by the supplier. Specifics appear in the booking confirmation.

Privacy & Data (DPDP Act & IT Rules — India)

We collect and process personal data to fulfil bookings, provide hospitality services, comply with legal obligations and prevent fraud. We process personal data as a Data Fiduciary under the Digital Personal Data Protection Act, 2023 (DPDP Act) and follow applicable provisions of the Information Technology Rules, 2021 where relevant.

• Categories: Contact details, booking details, payment tokens, ID details for check-in, device and usage data, special requests, loyalty data.
• Legal bases: Performance of contract, legal obligation, legitimate interests (fraud prevention, security), and consent for direct marketing where required.
• Retention: We retain records as required by applicable Indian law (tax, GST, corporate and safety laws) and otherwise only as long as necessary for the purpose. Replace with specific retention schedule if needed.
• International transfers: Data may be transferred to service providers outside India. We use contractual and technical safeguards to protect transfers.

Data subject rights: You may request access, correction, portability, restriction or deletion of your personal data. To exercise rights contact our Data Protection Contact below. We will verify identity before fulfilling requests.

Security & breach notification: We maintain administrative, technical and physical safeguards. In the event of a data breach we will follow applicable Indian law and notify affected individuals and authorities as required by the DPDP Act or other applicable law.

Grievance Officer & Complaints (IT Rules requirement)

Resident Grievance Officer (as required under Indian regulations):

Complaint SLA: Complaints will be acknowledged within 24 hours and resolved within 15 days of acknowledgement unless a longer period is required by law. If unresolved you may escalate to the appropriate regulator or consumer forum.

Contact, Consumer Rights & Jurisdiction

Data Controller: [HOTEL_LEGAL_ENTITY_NAME]. Registered Address: [REGISTERED_ADDRESS]. GSTIN: [GSTIN_OR_REG_NO].

Consumer helpline & escalation: For unresolved consumer complaints you may contact the National Consumer Helpline or file a complaint with the District Consumer Forum or appropriate authority. This policy does not limit statutory remedies available under Indian consumer law.

Governing law and jurisdiction: These terms are governed by the laws of India. Disputes will be subject to the exclusive jurisdiction of the courts at [CITY], INDIA unless otherwise agreed in writing.