Legal

Cancellation & Refund Policy

Applies to all bookings made via StayNGo mobile app and website

1. Scope

This policy governs cancellations, modifications, and refunds for all bookings made through the StaynGo platform (mobile application and website).

2. Cancellation by Customer

Free Cancellation
100%

Cancellations made more than 48 hours before check-in

Partial Refund
50%

Cancellations made 24 – 48 hours before check-in

No Refund
0%

Cancellations made within 24 hours or after check-in

2.3 No Refund Cases

No refund will be applicable in the following cases:

  • Cancellation after check-in time
  • No-show (guest does not arrive)
  • Early check-out after check-in
  • Cancellations made within 24 hours of check-in are non-refundable

3. Property-Specific Policies

  • Certain properties may have custom cancellation policies, which will be clearly displayed at the time of booking
  • In such cases, the property-specific policy will override the standard policy

4. Refund Process

4.1 Mode of Refund

  • Refunds will be processed to the original mode of payment

4.2 Timeline

  • Refunds will be initiated within 2–5 working days from cancellation confirmation
  • Final credit timeline depends on the payment provider/bank (typically 5–7 working days)
Payment Method Estimated Refund Timeline
UPI / Wallet 3–5 working days
Credit / Debit Card 5–7 working days

5. Booking Modifications

  • Date or room changes are subject to:
    • Availability at the property
    • Revised pricing
  • Modifications may be treated as cancellation + new booking

6. Cancellation by StaynGo / Property

StaynGo reserves the right to cancel bookings in the following scenarios:

  • Technical errors or incorrect pricing
  • Property unavailability
  • Force majeure events (natural disasters, government restrictions, etc.)

Refund in such cases: A 100% refund will be issued to the customer.

7. Payment Failures

  • Bookings will be confirmed only after successful payment (only for Pay and Book option)
  • Failed transactions, if debited, will be refunded as per standard banking timelines

8. Dispute Resolution

  • In case of disputes regarding refunds or cancellations:
    • Customers may contact StaynGo support
    • StaynGo will mediate between the property and the customer
  • Final resolution will be subject to:
    • Booking terms
    • Property agreement
    • Applicable laws

9. Fraud & Misuse

StaynGo reserves the right to:

  • Deny refunds in cases of fraudulent activity
  • Suspend accounts for misuse of cancellation policies

10. Policy Updates

  • StaynGo may update this policy at any time
  • Updated policies will be effective immediately upon publication on the platform

11. Contact Support

For assistance