Cancellation and Refunds Policy

1. Overview

This Cancellation and Refunds Policy applies to payments collected by Resortree Technologies LLP and to guest bookings made through Resortree-powered checkout where Razorpay is the payment aggregator. It should be read with our Terms and Conditions and Privacy Policy.

All eligible refunds are credited to the original payment method (the same card, UPI VPA, netbanking account, or wallet used to pay), unless you expressly instruct otherwise and that alternate mode belongs to the same payer, in line with Reserve Bank of India payment-aggregator directions.

2. Guest hotel bookings (rooms, packages, advances)

The hotel you book is the merchant of the stay. Cancellation charges, free-cancellation windows, and non-refundable rates are those published by the hotel in the booking widget or confirmation (including any cancellation-policy tiers, for example a percentage refund that reduces as arrival approaches).

• Request cancellation using the booking reference and cancellation code from your confirmation email, or by contacting the hotel.
• If a refund is due under the hotel’s policy, we instruct Razorpay to refund the eligible amount to the original payment method.
• Non-refundable rates, no-shows, and cancellations after the hotel’s cut-off may receive no refund.
• Unpaid holds that expire without a successful payment are released automatically; no charge should remain. If a charge still appears, it is treated as a failed transaction (section 4).

3. Resortree software subscriptions (hotels paying Resortree)

Software fees are billed as agreed on the commercial order or GST invoice (monthly or yearly, plus applicable tax).

• You may cancel a subscription by emailing contact@resortree.com. Cancellation stops future renewals.
• Fees for a billing period that has already started are generally not refunded, unless required by law or expressly agreed in writing.
• Duplicate or incorrect charges that we confirm as our error are refunded in full to the original payment method.
• Trial access, if granted, does not create a paid obligation until a paid plan is activated.

4. Failed, dropped, or unconfirmed payments

If checkout is abandoned, the bank/UPI declines the payment, or Razorpay does not confirm success, the booking or invoice is not treated as paid. Any amount that was debited in a failed transaction is auto-reversed to the original payment method according to RBI turnaround-time (TAT) instructions and the timelines of the issuing bank, card network, or UPI provider. Typical customer-visible timelines:

• UPI: often same day to T+1 working day
• Debit / credit cards: typically 5–7 working days
• Netbanking / wallets: typically 5–7 working days

These timelines are controlled by banks and payment networks, not by Resortree. If a reversal does not appear within 7 working days, contact us with the Razorpay payment id and we will raise it with Razorpay.

5. Timeline for successful refunds we initiate

Once we (or the hotel, via Resortree) initiate an eligible refund on a successful payment, Razorpay usually processes it within 5–7 working days. The amount then appears in your account according to your bank or UPI provider. We email a refund-initiated notice when the booking engine sends one.

6. Chargebacks and disputes

You may also dispute a charge with your bank. Chargebacks are investigated with Razorpay and the hotel. Fraudulent or abusive chargebacks may result in cancellation of the booking and recovery of costs permitted by law.

7. How to request a refund

1. Guests: use in-widget cancellation or email the hotel, copying contact@resortree.com with your booking reference.
2. Hotels (software billing): email contact@resortree.com with the invoice number and Razorpay payment id.

We aim to acknowledge refund queries within 2 working days and to complete eligible refund instructions within 7 working days of confirmation.

8. Contact