Refund Policy

This Refund Policy explains when money is returned to you, how much is returned, where it goes and how long it takes. It works together with the Cancellation Policy, which sets the refund percentage for a guest cancellation, and the Payment & Billing Policy, which explains how payments and escrow work.

In short: a refund goes back to the payment method you used, it is calculated from the amount you actually paid for the booking, and once we have initiated it you should expect it within 5 to 7 business days, depending on your bank or payment provider.

This policy applies to stays booked and paid for through the Platform. For treks and events that you pay for on an organiser's own website, the organiser's refund terms apply, not this policy.

Cancelling after your tier's notice window has passed, or cancelling a Strict booking, results in a 0% refund under the Cancellation Policy.

No-shows, late arrivals, early departures and unused nights do not give rise to a refund unless the Host agrees or the stay was affected by a host-side problem.

A change of mind, change of plans, illness, work commitments, missed transport or visa problems, which are covered by your own travel insurance and not by this policy.

A Host refusing check-in because of a Guest's breach, such as false identity details, a larger group than booked, or a violation of house rules.

A complaint about matters that the listing disclosed, for example the property being remote, having limited mobile coverage, or having shared facilities.

A booking or payment that we reasonably believe to be fraudulent, abusive or in breach of our Terms. In that case we may hold or deny a refund and take other action.

Money that you paid to a Host or anyone else outside the Platform. Such payments are not held in escrow, are not visible to us, and cannot be refunded by us. If someone asks you to pay outside the Platform, do not pay and report it to the support team.

Optional add-ons or services whose terms said they are non-refundable when you chose them. Always read the terms shown at the time you add one.

For a guest cancellation, the refund is the refund percentage of your tier multiplied by the amount you actually paid for the booking, including taxes. The amount paid is the figure on your Quote at the time of booking, so a later change in tax rates or Host prices does not change it.

The calculation is made in whole paise using exact arithmetic, so there are no hidden deductions and no fees taken from your refund by Pravaasa. We do not charge a cancellation or processing fee to a Guest.

Worked example (Flexible): you paid INR 9,000 and cancel more than 24 hours before check-in. The refund is 100% of INR 9,000, which is INR 9,000.

Worked example (Moderate): you paid INR 9,000 and cancel more than 120 hours before check-in. The refund is 50%, which is INR 4,500. If you cancel later than that, the refund is INR 0.

Worked example (Host cancels): you paid INR 9,000 on any tier and the Host cancels. The refund is 100%, which is INR 9,000.

If a booking included a Travel Partner's margin, that margin was part of what you paid and is included in the amount used for the calculation.

Your bank or card issuer may apply its own charges, for example for foreign-currency transactions, that we cannot reverse. We refund the amount we received.

When you pay, your money is held in escrow. It is paid to the Host 24 hours after check-in. This means that when you cancel before check-in, the money is still held and the refund comes from the held funds, not from the Host's pocket, and you do not need to chase the Host for it.

The part of the booking that is not refunded under your tier, for example the 50% retained on a Moderate cancellation within the window, is dealt with between Pravaasa and the Host under the Host Agreement. The Host's payout for a cancelled booking follows the cancellation tier they selected.

Because the refund percentage is applied to the amounts recorded for your booking, it is proportionate across the booking, so the Host and platform amounts are adjusted in step with your refund.

If a problem with the stay arises after check-in, the money may already have been released to the Host. In that case, our support team can still help you through the dispute process, but the route to a refund depends on the outcome of that process and, where needed, on the Host's cooperation. The earlier you report a problem, ideally the same day and before the 24-hour release, the better we can help.

Payments sometimes fail halfway, for example if your network drops after your bank has debited the money. Payment confirmations from our payment partner are checked against the booking record, including the amount and currency, before they are applied.

If money was debited but your booking is not confirmed: do not pay again immediately. Check your trips page and your email or SMS. If the booking is not there, contact the support team with the payment reference, date, amount and payment method. We will check the payment with our payment partner. If the payment was received but no booking was confirmed, we will either complete the booking, if the dates are still available and you want it, or refund you the full amount.

If a payment was received twice for the same booking, we will refund the duplicate in full after we verify it. If you were charged more than the Quote total, the excess will be refunded after verification.

A payment that fails and where your bank does not debit you needs no refund. If a debit appears and then reverses on its own, banks typically do so within a few business days, and you should wait for that before contacting us. Contact the support team if it does not.

A Host-initiated cancellation always results in a full refund of the amount you paid for the stay, including taxes, with no deduction for the cancellation tier. The 5 to 7 business day timeline applies.

Report a host cancellation to the support team as soon as it happens, including any messages from the Host. We will check the facts, arrange the refund, and, where we can, help you find a comparable verified stay for the same dates. If you have the optional Pravaasa Protect service, it may also provide extra assistance, but it is not insurance.

A Host may not ask you to accept a partial refund, a voucher or an off-platform payment in place of a Platform refund as a condition of cancelling. If you are asked to do so, please decline and tell us. Hosts who cancel without a genuine emergency may face penalties under the Host Agreement.

You are free to dispute a payment with your bank or card issuer. However, please contact the support team first. In most cases we can solve the problem faster, and a refund through the Platform is usually quicker than a chargeback.

If you raise a chargeback, we may share the booking and payment information with the payment partner and your bank to respond to it. While a chargeback is open, we may pause related refunds and payouts. If a chargeback is found to be unjustified, for example for a stay that you took, we may recover the amount and restrict the account.

If you receive a refund from us and also win a chargeback for the same amount, you must return the duplicate amount.

The refund amount is the amount calculated under Sections 2 and 4. Where a refund changes the amount of a taxable supply, the invoice or tax record for the booking may be adjusted as required by tax law. The support team can give you the records you need for your own accounts.

Stays in India are charged and refunded in Indian rupees (INR). Refunds go back in INR to the original payment method. If your bank converts currency, for example on an international card, the amount you see on your statement may differ because of exchange rates and bank charges that are outside our control.

To protect all users, we may review refund requests, ask for identity or payment verification, delay a refund while we investigate, or refuse a refund that we find to be fraudulent. We may also take action on accounts connected with repeated abuse.

Pravaasa never asks you to share an OTP, a card number, a CVV or a UPI PIN to receive a refund, and never asks you to send money in order to receive one. Anyone who says otherwise is not acting for us. Report them at support@pravaasastays.com or from /support.

Write to support@pravaasastays.com or use the support page at /support. Please include your booking reference, the name and phone number or email on the booking, the date of the cancellation or payment, the amount and payment method, and any photos or messages that help explain the problem.

We will review your request and respond. If you are unhappy with our decision, you may ask for it to be reviewed again, and nothing in this policy limits your rights under Indian consumer protection law.

We may update this Refund Policy. A change applies to bookings made after it takes effect, and a booking already confirmed remains subject to the refund terms in force when it was made, unless a change is more favourable to you.