1. Overview of Refunds
At Stayzogo, we want to ensure a transparent and fair experience for both guests and accommodation hosts. Since Stayzogo operates as an intermediary platform linking travelers to local hotels, resorts, and homestays, all refund amounts are determined based on the specific hotel's rules, booking tier, and the cancellation timeframe.
2. Eligibility Criteria
Your eligibility for a refund depends on the cancellation policies active at the time of booking:
Eligible for Refund
- Cancellations requested within the hotel's free-cancellation window.
- Bookings canceled due to hotel service failure (subject to verification).
- Double booking or transaction processing failures.
- Exceptional circumstances approved directly by the host.
Ineligible for Refund
- Non-refundable bookings or special promotional rates.
- Cancellations made after the check-in date or time.
- No-shows (failure to arrive at the hotel without notice).
- Bookings canceled outside the hotel's free-cancellation period.
3. Refund Timelines & Processing
Once a cancellation is requested and approved by the accommodation host under their policies:
Razorpay Processing: The refund is initiated immediately. Razorpay routes the refund request back to the source bank account, credit/debit card, or UPI address used during checkout.
Standard Timeline:It usually takes **5 to 7 business days** for the amount to reflect in your bank account, depending on your bank's processing cycles.
Status Updates: Stayzogo sends automated email notifications confirming the refund transaction reference ID when the processing is completed by our portal.
4. Non-Refundable Items
The following fee structures are strictly non-refundable and will be deducted from your total booking amount before processing:
- Payment Gateway Fees: Standard banking/gateway facilitation fees levied by Razorpay.
- Stayzogo Service Fees: Platform convenience and reservation management fees (if applicable).
- Promotional Discounts: Coupons and promotional discount amounts applied during checkout are non-reusable and hold no cash value.
5. Refund Disputes & Grievances
If you encounter any delay beyond 10 business days or disagree with a hotel's cancellation fee assessment, please contact our support team. We will mediate between you and the accommodation provider to resolve the dispute fairly.
22/1 Neest Block, Langford Cross Rd, Bengaluru 560025