Refund & Cancellation Policy

1. Overview

StayInVaranasi ("we", "us", "the platform") is a marketplace connecting travellers with accommodation providers ("hosts") in Varanasi, India. This policy explains how cancellations, refunds and returns are handled for bookings made through our platform.

Payments on the platform are processed securely through Razorpay, a PCI-DSS Level 1 certified payment gateway. All refund processing follows Razorpay's standard timelines and our internal cancellation rules below.

2. Cancellation Tiers (Default)

Where a host has not specified a custom cancellation policy, the following default refund tiers apply:

Hosts may set stricter or more lenient policies — always check the property's cancellation terms before booking.

3. How to Request a Refund

1. Email hello@stayinvaranasi.com with your booking ID and reason for cancellation
2. We acknowledge your request within 24 hours (business days)
3. If eligible, the refund is initiated through Razorpay to your original payment method
4. The bank/wallet processes the refund within 5-10 business days (varies by bank)
5. You receive a confirmation email + Razorpay refund reference ID once initiated

4. Refund Processing Timelines (Razorpay)

Once we approve a refund, the typical credit timelines from Razorpay are:

• UPI: Instant to 24 hours
• Credit/Debit Cards: 5-7 business days
• Net Banking: 3-5 business days
• Wallets (Paytm, PhonePe, etc.): 24-48 hours
• EMI: 7-10 business days

Delays beyond these timelines should be reported to us with the Razorpay reference ID — we will follow up with the gateway on your behalf.

5. Returns

StayInVaranasi sells accommodation services, not physical goods. There is no "return" in the traditional sense. If a property does not match its description on arrival (significantly different room, false amenities, hygiene issues), please:

1. Document the issue with photos within 2 hours of check-in
2. Email hello@stayinvaranasi.com with your booking ID and evidence
3. We mediate with the host within 24 hours
4. If the host is at fault, you receive a partial or full refund (case-by-case)

6. Host-Initiated Cancellations

If a host cancels a confirmed booking from their side, the guest receives a 100% refund regardless of timing. We will also help arrange comparable alternative accommodation at the same or similar price where possible.

Repeated host-side cancellations result in suspension or removal from the platform.

7. Force Majeure / Special Circumstances

Where cancellation is caused by circumstances beyond either party's control (natural disasters, government restrictions, transport strikes, documented medical emergencies, terror events), we encourage hosts to offer flexible refunds or rescheduling. We mediate on request.

8. Failed Payments

If a payment is debited from your account but the booking is not confirmed (technical failure), the amount is automatically reversed by Razorpay within 5-7 business days. No manual action is needed. If you do not see the credit after 7 business days, contact us with the Razorpay transaction ID for investigation.

9. Disputes & Chargebacks

For any payment dispute, contact us first at hello@stayinvaranasi.com. We aim to resolve disputes within 7 business days. If unresolved, you may approach your card-issuing bank or Razorpay support.

Frivolous chargebacks (where the booking was honoured but disputed) may result in account suspension and recovery action.

10. Contact

Refund or cancellation questions:

Email: hello@stayinvaranasi.com

Address: Varanasi, Uttar Pradesh 221001, India

Response time: within 24 hours (business days)