Refund & Cancellation Policy

01 Overview

This Refund & Cancellation Policy explains how cancellations, refunds, and no-shows are handled for bookings made through Gruvora Living. This policy works alongside our Terms of Service.

02 Guest Cancellations & Refund Tiers

Each hotel partner defines the cancellation terms for their listed rooms. Depending on the room type selected during booking, cancellations are governed by a specific deadline window of 24, 48, or 72 hours prior to the hotel's standard check-in time (e.g. 2:00 PM):

• Free Cancellation (Full Refund): Cancel free of charge up to 24, 48, or 72 hours before the scheduled check-in time (as indicated on your room reservation) to receive a 100% full refund of your advance payment, minus the standard 2.25% payment gateway processing fee. Cancellations submitted after this deadline are non-refundable.
• Partial Refund Policy: If you cancel at least 24, 48, or 72 hours before check-in, you will receive a full refund (minus the 2.25% gateway fee). If you cancel within or after the deadline window, you will receive a 50% partial refund of your advance payment (minus the 2.25% gateway fee on the refunded amount).
• Strict (Non-Refundable): This booking rate is 100% non-refundable once confirmed. If you cancel this booking at any time, no refund (0%) will be issued.

03 Hotel Partner Cancellations

If a Hotel Partner cancels a confirmed room booking, the Guest receives an immediate full refund of all amounts paid. Hotels that cancel confirmed bookings repeatedly may face penalties or suspension from the platform.

04 Refund Processing Time

Once a cancellation is approved, our automated system initiates the refund directly through our payment gateway within 24 to 48 hours. The credited amount will reflect in your original payment source (UPI, Netbanking, Credit/Debit Card) within 5-7 business days depending on your bank's clearance cycle.

05 No-Shows and Early Departures

Guests who do not arrive at the hotel during check-in hours and do not cancel are treated as a no-show and are not eligible for a refund. Guests who check out earlier than the confirmed dates are not entitled to a refund for the unused nights unless the hotel agrees otherwise.

06 Exceptional Circumstances

In cases such as natural disasters, government travel restrictions, or serious safety issues at the hotel, Gruvora Living may issue a full or partial refund outside of the standard policy, at its sole discretion, on a case-by-case basis.

07 Disputes

If a Guest and Hotel Partner disagree about a refund, either party may contact our support team with booking details and supporting evidence (receipts, messages, etc.). Our team will review the case and make a final decision within 7 business days.

08 Need Help?

For any cancellation or refund related query, reach out to our support team and we'll get back to you shortly.