Refund & Cancellation Policy – Serene Homestay

 

At  Serene Homestay,we understand that travel plans can sometimes change. Our Refund & Cancellation Policy is designed to be simple, transparent, and fair to both our guests and our homestay.

By making a booking with Serene Homestay, you agree to the following terms and conditions.

1. Cancellation by the Guest

The refund depends on how early the booking is cancelled before the scheduled check-in date.

Cancellation Time	Refund
7 or more days before check-in	100% of advance payment
3–6 days before check-in	50% of advance payment
Within 2 days of check-in	No refund

Example: If your check-in is on the 10th:

• Cancellation made on or before the 3rd → 100% refund
• Cancellation made from the 4th to the 7th → 50% refund
• Cancellation made on the 8th or 9th → No refund

 

How the Cancellation Date Is Determined

The cancellation period is based on the date on which Serene Homestay receives the cancellation request through the contact details provided in your booking.

2. No-Show

If a guest does not arrive on the scheduled check-in date and has not cancelled the booking in advance, the reservation will be treated as a no-show.

In case of a no-show, the advance payment will be non-refundable.

3. Early Departure

If a guest decides to check out before the confirmed check-out date due to a change in personal or travel plans, the amount paid for the unused nights will not be refundable.

In exceptional circumstances, guests may contact Serene Homestay, and the situation may be considered on a case-by-case basis.

4. Modification of Booking Dates

Guests may request a change to their booking dates, subject to room availability.

• Date changes are subject to availability and are not guaranteed.
• Any increase in the applicable room rate will be payable by the guest.
• If the new dates have a lower room rate, the difference will not automatically be refunded unless agreed by Serene Homestay.
• Only one date modification per booking is permitted.
• Modification requests should be made as early as possible before the scheduled check-in date.

A booking date modification is treated separately from a cancellation.

5. Refund Processing

For bookings eligible for a refund under Section 1 (Cancellation by the Guest):

• Serene Homestay will normally initiate the applicable refund within 2–3 business days  after confirming the cancellation and refund amount.
• The refund amount will be calculated according to the cancellation terms stated in Section 1.
• Refunds will normally be made to the original payment method used for the booking.
• Once the refund has been initiated, the time taken for the amount to appear in the guest’s account may depend on the bank, card issuer, payment gateway, or other payment provider.
• Any genuinely non-refundable payment gateway, bank, or transaction charges may be deducted from the applicable refundable amount.

We will make reasonable efforts to process all eligible refunds as promptly as possible.

6. Cancellation by Serene Homestay

In exceptional circumstances, Serene Homestay may need to cancel a confirmed booking because it becomes impossible or unsafe to provide the accommodation.

If Serene Homestay cancels a confirmed booking and the cancellation is not caused by the guest, the guest will receive a full refund of the amount actually paid to Serene Homestay for that booking, subject to any genuinely non-refundable third-party charges that cannot be recovered.

This refund is separate from the guest cancellation terms stated in Section 1 and will not be reduced based on how close the cancellation is to the scheduled check-in date.

Where reasonably possible, we will inform the guest as soon as we become aware of the situation and assist with alternative arrangements.

7. Unavoidable or Exceptional Circumstances

Circumstances beyond the reasonable control of the guest or Serene Homestay may sometimes affect a booking. These may include natural disasters, severe weather, government restrictions, road closures, strikes, public emergencies, or other extraordinary circumstances.

In such situations, Serene Homestay will consider the circumstances fairly and may, where appropriate, offer rescheduling, a credit, a refund, or another reasonable solution.

Any such arrangement will depend on the circumstances of the particular booking.

8. Special Offers and Promotional Bookings

Special offers, discounted rates, seasonal promotions, or other special booking arrangements may have different cancellation and refund conditions.

Where different conditions apply, they will be clearly communicated to the guest before the booking is confirmed.

The cancellation and refund conditions applicable to the specific booking will take precedence over the standard terms of this policy where they have been clearly communicated and accepted by the guest.

9. Booking Cancellation & Refund Contact

For booking cancellations, booking modifications, or refund-related queries, guests should contact Serene Homestay at:

📞 Cancellation & Booking Contact: 9433304503 / 8981435906

Guests are requested to communicate cancellation requests through this number so that Serene Homestay can confirm receipt of the cancellation and determine the applicable refund.

The date on which Serene Homestay receives the cancellation request will be used to determine the applicable cancellation and refund terms.

For other booking or refund-related questions, guests may also use the contact details provided on our website or booking confirmation.

We will make reasonable efforts to respond to cancellation and refund requests as promptly as possible.

10. Governing Law

This policy shall be governed by the applicable laws of India.

Any dispute relating to a booking or this policy will first be addressed through good-faith communication between the guest and Serene Homestay.

If the matter cannot be resolved amicably, it shall be subject to the jurisdiction of the competent courts in Darjeeling, West Bengal, subject to applicable law.

Our Commitment

At Serene Homestay, we aim to handle every booking, cancellation, and refund request with fairness, transparency, and promptness.

We recommend that guests read this policy carefully before completing their booking so that the cancellation and refund conditions are clearly understood in advance.

Need Help?

For questions related to bookings, cancellations, or refunds, please contact us at:

📧 serenehomestay01@gmail.com
📞 9433304503/ 8981435906