refund & cancellation policy

REFUND & CANCELLATION POLICY

Your Stay • Our Priority
1
  • General Policy
  • Nuva Stayz Private Limited (“Hotel”, “we”, “us” or “our”) follows the refund and cancellation policy applicable to the room, package, event, banquet, spa, or other service booked by the guest.
  • The applicable cancellation and refund terms will be communicated at the time of booking and may vary depending on the rate plan, promotional offer, season, group booking, event booking, OTA booking, or special package.
  • By confirming a reservation, the guest acknowledges and accepts the applicable cancellation and refund terms.
2
  • Standard Room Cancellation Policy

Unless a different policy is specifically mentioned at the time of booking:

  • Cancellation more than 7 days before check-in: 100% refund of the amount received, after deduction of applicable payment gateway, transaction, or processing charges, if any.
  • Cancellation 3–7 days before check-in: 50% of the booking amount may be retained as cancellation charges.
  • Cancellation within 72 hours of check-in: No refund.
  • No-show: No refund will be provided.
  • Early departure: No refund will be provided for unused nights after check-in unless specifically approved by hotel management.
  • The Hotel may apply a different cancellation policy during peak season, holidays, long weekends, special events, or high-demand periods.
3
  • Advance Payment & Booking Confirmation
  • A reservation may be considered confirmed only after the required advance payment has been received.
  • If the guest fails to complete the required payment within the stipulated time, the Hotel reserves the right to release the reservation without liability.
  • Any refund will be calculated on the actual amount received by the Hotel, subject to the applicable cancellation policy.
4
  • Non-Refundable Bookings
  • Bookings specifically identified as “Non-Refundable”, “Advance Purchase”, “Special Offer”, “Promotional Rate” or similar will not normally be eligible for cancellation refunds.
  • Any exception will be entirely at the discretion of the Hotel management.
5
  • Peak Season & Special Dates
  • During peak periods, festivals, holidays, long weekends, Christmas/New Year, special events and other high-demand dates, the Hotel may impose stricter cancellation terms.
  • The cancellation policy applicable to such reservations will be communicated at the time of booking and will supersede the standard cancellation policy.
6
  • Group Bookings

For group bookings, including corporate groups, school/college groups, weddings, family functions, tour groups and other bulk reservations:

  • A separate advance/payment schedule may apply.
  • Cancellation charges will be communicated in the group booking confirmation.
  • The advance may be partially or fully non-refundable depending on the cancellation period and arrangements already made by the Hotel.
  • Special arrangements, blocked inventory, food, transportation, décor, activities or other services may be subject to separate cancellation charges.
7
  • Banquet & Event Cancellation Refund Policy

For weddings, conferences, meetings, parties, corporate events and other banquet bookings:

  • The advance amount paid for blocking the banquet/event date may be non-refundable.
  • Cancellation charges will depend on the date of cancellation and the amount of arrangements already committed by the Hotel.
  • Payments made towards customized décor, food procurement, entertainment, equipment, vendors or other third-party arrangements may be non-refundable once committed.
  • Any refund, if applicable, will be processed after deduction of applicable cancellation charges and expenses already incurred by the Hotel.
  • The specific cancellation terms will be mentioned in the banquet/event agreement or quotation.
8
  • Swimming Pool, Gym & Spa Services
  • Payments made for spa treatments, packages, activities, memberships or other ancillary services may have separate cancellation and refund conditions.
  • Spa appointments cancelled within the applicable cancellation window may be subject to cancellation charges.
  • Pool and gym access is subject to Hotel rules, operating hours, maintenance requirements and safety restrictions. Temporary closure of these facilities due to maintenance, weather, safety or operational reasons does not automatically entitle a guest to a room refund.
9
  • OTA & Third-Party Bookings
  • Reservations made through online travel agencies (OTAs), travel agents, booking platforms or other third-party partners are subject to the cancellation and refund policy displayed by that platform.
  • For such bookings, guests may be required to initiate cancellation or refund requests directly through the booking platform.
  • The Hotel will process refunds, where applicable, in accordance with the terms of the relevant booking channel.
10
  • Refund Processing

Where a refund is approved:

  • The refund will normally be processed to the original payment method used for the booking.
  • Cash refunds may not be provided for payments originally made through online payment methods.
  • Bank/payment gateway processing timelines may vary.
  • The Hotel shall not be responsible for delays caused by banks, payment gateways, card issuers, OTAs or other third-party payment providers.
  • Applicable transaction, payment gateway, banking or administrative charges may be deducted where permitted under the applicable booking terms.
11
  • Hotel-Initiated Cancellation

If the Hotel is required to cancel a confirmed reservation due to circumstances within its operational control, the Hotel may, at its discretion:

  • Offer an alternative accommodation/date;
  • Offer a suitable alternative arrangement; or Provide a refund of the amount received for the cancelled accommodation/service.
  • The applicable remedy will depend on the circumstances and availability.
12
  • Force Majeure / Unavoidable Circumstances

The Hotel shall not be liable for cancellation or interruption caused by circumstances beyond its reasonable control, including but not limited to:

  • Natural disasters
  • Severe weather conditions
  • Government restrictions or orders
  • Road closures
  • Civil disturbances
  • Fire, flood or major infrastructure failure
  • Epidemics/pandemics
  • Acts of nature
  • Any other circumstances beyond the reasonable control of the Hotel
  • In such circumstances, the Hotel may offer a date change, credit, partial refund or other suitable solution depending on the circumstances, booking terms and costs already incurred.
13
  • Change of Dates

Requests to change the check-in or check-out date will be subject to availability and the applicable rate and cancellation conditions.

A date change may result in:

  • Revised room tariff;
  • Difference in applicable taxes;
  • Additional charges during peak periods; or Cancellation charges where applicable.
  • Date changes are not guaranteed and must be approved by the Hotel
14
  • Early Check-Out

If a guest checks out before the originally confirmed departure date, unused room nights are generally non-refundable, unless otherwise approved by the Hotel in writing.

15
  • No-Show Policy

  • If the guest does not arrive on the scheduled check-in date and does not notify the Hotel within the applicable cancellation period, the reservation may be treated as a No-Show.

  • No refund will normally be provided for a no-show reservation.

16
  • Refund for Service Complaints
  • Refunds relating to service complaints will be considered on a case-by-case basis.
  • Guests are encouraged to report any issue to the Hotel's management or front desk during their stay so that the Hotel has a reasonable opportunity to investigate and resolve the issue.
  • A complaint raised after departure does not automatically qualify the guest for a refund.
17
  • Taxes & Refunds
  • Where a refund is applicable, the treatment of GST and other applicable taxes will be handled in accordance with the applicable invoice, tax regulations and accounting requirements.
  • Any applicable deductions will be communicated to the guest where required.
18
  • Security Deposit / Damage Charges
  • Security deposits, if collected, are separate from the room booking payment.
  • Any refundable security deposit will be released after check-out, subject to verification of the room/property and settlement of outstanding dues.
  • Charges for damage, loss, excessive cleaning, missing items, unpaid bills or other guest liabilities may be deducted from the applicable deposit or recovered separately.
19
  • Special Packages & Promotional Offers
  • Special packages may have their own cancellation and refund conditions.
  • Where a promotional offer states “No Cancellation / No Refund”, the promotional terms shall prevail over the standard refund policy.
20
  • Refund Approval
  • All refunds are subject to verification of the reservation, payment received, cancellation time, applicable rate plan and supporting records.
  • The final refund amount shall be determined by Nuva Stayz Private Limited in accordance with the applicable booking terms.
21
  • Important Notice
  • Guests are advised to carefully read the cancellation and refund conditions before making payment.
  • The cancellation policy applicable to the specific booking confirmation shall prevail in case of any difference between the standard policy and the booking-specific terms.
22
  • Contact for Cancellation & Refund Requests

NUVA STAYZ PRIVATE LIMITED
Hotel & Resort – Jim Corbett, Uttarakhand

For Reservations / Cancellation / Refund Assistance:
Reservations Desk / Front Office

Email: __________
Phone: __________
Website: ________

23
  • Guest Acknowledgement

By making a reservation or payment with Nuva Stayz Private Limited, the guest confirms that they have read, understood and accepted the applicable cancellation and refund policy.

Management
Nuva Stayz Private Limited
Jim Corbett, Uttarakhand