Stayora Holidays

Refund & Cancellation Policy

Last updated: 9 July 2026

This policy explains how cancellations and refunds work for bookings made with Stayora Holidays Pvt Ltd, across every payment method we support. It reflects how our booking process actually operates — verification of bookings, cancellations initiated by us, refunds to the original payment method, and the credit notes we issue against tax invoices.

1. Payment methods and what a refund means

The payment methods available to you are the ones shown at checkout for your booking:

Pay at Hotel — no online amount is taken to hold your booking; you settle at the property (cash, card or UPI at the desk).
Online payment (where offered) — where an online payment option is shown at checkout, the amount you pay online is held against your booking and this policy governs how it is refunded.

For a pay-at-hotel booking with nothing collected, cancellation simply releases the reservation — there is no amount to refund. Wherever money has actually been received — at the desk or online — sections 5 to 7 apply.

2. Booking verification

A booking you submit is held as unverified until our team contacts you — normally within two hours during working hours — to confirm it. If we cannot verify a booking (for example, we are unable to reach you, or the room is no longer available), we may cancel the unverified request. An unverified pay-at-hotel booking that lapses or is declined carries no charge; if an online payment was collected for a booking we cannot verify or fulfil, it is refunded in full to the source instrument.

3. Cancelling your booking

To cancel, email stay@stayoraholidays.com with your booking reference (e.g. STY-WZ-XXXXX).
Pay-at-hotel with nothing collected: cancellation releases the reservation — nothing to refund.
Any amount already collected — an agreed advance at the desk, a settled stay, or an online payment — is refunded as described in sections 5 and 6.

4. Cancellation by Stayora

We may cancel a booking where necessary — for example, if a room becomes genuinely unavailable, if a booking cannot be verified, or in an operational emergency. If we cancel:

We will notify you and record the reason for the cancellation.
Any amount you have already paid to us for that booking — by any method — is refunded in full.
Where a tax invoice has already been issued for a payment, we raise a credit note against it (see section 7).

5. How refunds are made

Refunds are always made to the original method of payment: desk collections back by the method used at the desk (or another mutually agreed method), and online payments back to the source card, UPI handle or account.
Desk refunds are normally processed promptly; where a card/UPI reversal is involved, your bank may take additional working days to reflect it.
Online refunds (where online payment is offered): we initiate the refund with our payment provider within 7 working days of the refund becoming due. Once initiated, banks and card networks typically take a further 5–10 working days to credit the source instrument; UPI reversals are usually faster. The refund timeline is measured to initiation — the onward banking delay is outside our control, but we will share the provider's refund reference on request so you can trace it.
Refunds are made in Indian Rupees for the amount actually received by us. Where a partial refund is agreed, the balance remains applied to your booking.

6. Failed, duplicate and pending online payments

Where online payment is offered, the following protections apply:

Failed payment, amount debited: if your account is debited but the payment provider does not confirm the charge to us, the amount is automatically reversed by the provider/bank; if it is not reversed within 7 working days, contact us with the transaction reference and we will pursue it with the provider.
Duplicate payment: if the same booking is charged more than once, the duplicate amount is refunded in full to the source instrument per section 5.
Pending authorization: an authorization hold that we do not capture lapses per your bank's rules; we do not retain uncaptured holds.

7. Credit notes and tax invoices

A tax invoice is issued when your payment settles the amount due. If a refund becomes due after a tax invoice has already been issued, we do not alter that invoice. Instead we issue a credit note in our credit-note series that references the original invoice and records the amount and GST credited back to you. This keeps your tax records accurate and GST-compliant. The credit note is provided to you for your records.

8. No-shows and early departure

If you do not arrive and have not cancelled, the booking is treated as a no-show. Where nothing has been collected there is normally no charge, though we may decline future bookings where no-shows recur. Any amount already collected for a no-show is handled per sections 5–7.
For an early departure from a stay that has been paid — at the desk or online — any refund of unused nights is at our reasonable discretion and, if granted, is issued per sections 5–7.

9. Modifying a booking

To change dates, room type or guest details, contact us with your booking reference. Changes are subject to availability and to any difference in the applicable rate and GST for the new dates; where you have already paid and the new total is lower, the difference is refunded per section 5.

10. Force majeure

If a stay cannot proceed due to events beyond reasonable control (such as extreme weather, government restrictions, or disruption to essential services), we will work with you in good faith to reschedule, or to refund any amount paid, per this policy.

11. How to reach us

For any cancellation or refund query, email stay@stayoraholidays.com or see our Contact page. Please quote your booking reference so we can help quickly.