Refund Policy | StayLuxe

Effective date: 1 July 2026

This Refund Policy explains when and how money returns to you after a cancellation, modification, failed payment or service failure. It works hand-in-hand with our Cancellation Policy, which defines the fee slabs that determine your refundable amount.

1. Overview

Every refund on StayLuxe follows three principles: the amount you'll get back is shown before you confirm a cancellation, refunds are initiated instantly and automatically, and the money always returns to the original payment method unless you opt for an instant wallet credit.

2. Refund Eligibility

Flexible-rate bookings — refundable per the windows in Section 3;
Non-refundable rates — clearly labelled before payment; only taxes on unconsumed nights are returned;
Hotel-initiated cancellations — 100% refund plus a goodwill voucher, always;
Service failures — if a property materially fails our verified listing (wrong room type, unusable amenity), report within 24 hours of check-in for a partial or full refund after review.

3. Refund Windows

For standard flexible-rate bookings, the refund percentage depends on when you cancel relative to the property's check-in time (2 PM local, unless stated otherwise):

When you cancel	Refund of room charges	Cancellation fee
More than 7 days before check-in	100%	Nil
72 hours – 7 days before check-in	90%	10% of booking value
24 – 72 hours before check-in	65%	35% of booking value
Less than 24 hours before check-in	35%	65% of booking value
No-show	Nil	100% (retention charge)

Taxes on unconsumed nights are always refunded in full, in addition to the percentages above. Individual properties may offer more generous windows — your voucher always shows the exact terms.

4. Refund Timelines

Refunds are initiated the moment your cancellation is confirmed. Time to reach your account depends on the payment method:

StayLuxe Wallet — instant;
UPI — 1–3 working days;
Wallets (Paytm, PhonePe, etc.) — 1–3 working days;
Credit / debit cards — 5–7 working days;
Net banking — 5–7 working days;
No-cost EMI — 7–10 working days, with the EMI mandate cancelled automatically.

If a refund hasn't arrived after these windows, share your Booking ID with support and we'll raise a payment-gateway trace within 24 hours.

5. Non-Refundable Bookings

Deep-discounted "Non-Refundable" rates (marked with a lock icon before payment) cannot be refunded on cancellation or no-show. Two exceptions apply: hotel-initiated cancellations (full refund plus voucher), and documented medical or bereavement emergencies, where we will request a goodwill waiver from the property on your behalf — granted in a majority of cases but not guaranteed.

6. Failed Payments & Double Charges

If money was deducted but no Booking ID was generated, the transaction auto-reverses within 5–7 working days — you'll receive an SMS when the reversal is triggered from our side, usually within 30 minutes. If you were charged twice for one booking, the duplicate is refunded proactively; if you spot it first, one email to refunds@stayluxe.com with both transaction references resolves it within 48 hours.

7. Coupon, Wallet & LuxePoints Refunds

Cash components are refunded to the original payment method; wallet components return to your StayLuxe Wallet instantly;
LuxePoints redeemed on a cancelled booking are re-credited within 24 hours;
Coupons are generally forfeited on cancellation; select promotional codes are reissued automatically — the coupon's terms state which.

8. How To Request A Refund

Go to My Bookings and select the booking;
Choose Cancel Booking — the exact refund amount is displayed before you confirm;
Confirm, and track the refund status live under My Bookings → Refunds;
For service-failure refunds, use Report an Issue within 24 hours of check-in and attach photos where possible.

Questions? Call 1800-123-456 or write to refunds@stayluxe.com. Also see the Cancellation Policy for fee slabs and no-show rules.