Refund & Cancellation Policy

1. Booking Confirmation and Advance Payment

A booking is confirmed only once we have received your advance payment and sent you a written confirmation by email or WhatsApp. An enquiry on its own does not hold a room.

• Short stays require an advance of 25% of the total tariff
• Monthly and long-stay bookings require one month rent in advance plus the security deposit
• Your confirmation states the dates, room, tariff and the balance due at check-in

Please check the confirmation when it arrives. Corrections are simple before check-in and difficult afterwards.

2. Cancellation by the Guest: Short Stays

For nightly and weekly bookings, the refund depends on how much notice we receive before the scheduled check-in time:

• More than 7 days before check-in: full refund of the advance, less payment gateway charges
• Between 3 and 7 days before check-in: 50% of the advance is refunded
• Less than 48 hours before check-in: the advance is not refundable

Notice is counted from the time your written cancellation reaches us. Please send it by email or WhatsApp so there is a record on both sides.

3. Cancellation by the Guest: Monthly and PG Stays

Monthly stays, PG accommodation and corporate long stays run on a notice period rather than a sliding scale:

• Cancelling before check-in with at least 15 days notice: advance rent refunded, less gateway charges
• Cancelling before check-in with less than 15 days notice: one month rent is retained
• Vacating during an ongoing stay: 30 days written notice, or one month rent is adjusted against the deposit

Rent for days you have already stayed is not refundable. A room held for you is a room we did not offer to anyone else, which is what the notice period covers.

4. Early Check-Out

If you leave before your booked check-out date, the nights already spent are charged in full and the remaining nights are treated as a late cancellation. For short stays that means no refund on the unused nights. For monthly stays, the notice period above applies.

Where the early departure is caused by something on our side, such as a fault we cannot fix or a room that does not match what was booked, the unused nights are refunded in full.

5. No-Show

A guest who does not arrive and does not inform us is treated as a no-show. The advance is retained in full and the room is released 24 hours after the booked check-in time.

If your travel is delayed, one message before check-in time is usually enough for us to hold the room.

6. Date Changes and Booking Modifications

We would rather move your dates than keep your money. Subject to availability:

• One date change is free with at least 72 hours notice
• The new dates must fall within 90 days of the original booking
• If the new tariff is higher the difference is payable; if lower, the difference is held as credit

7. Security Deposit Refund

The refundable security deposit collected for long stays and PG accommodation is returned after check-out, once the room has been inspected. Deductions are limited to:

• Damage to the room, furniture or fittings beyond normal wear and tear
• Unpaid rent, electricity or service charges
• Rent adjusted in place of a short notice period

Any deduction is shared with you in writing, with the reason, before the balance is released. The deposit is refunded within 15 working days of check-out.

8. Cancellation by Fortune Home

Occasionally we may need to cancel or move a confirmed booking because of a maintenance failure, a safety issue or a property becoming unavailable. We will first offer you a comparable room at another Fortune Home property at no extra cost.

If no suitable alternative is available, or you would rather not move, the entire amount paid is refunded in full including gateway charges. We do not keep money for a stay we could not provide.

9. Refund Method and Timelines

Approved refunds are sent back to the original payment method. Refunds cannot be redirected to a different card, account or UPI ID, which is a condition set by the payment networks.

• Refunds are initiated within 7 working days of approval
• Credit and debit card refunds usually reflect in 5 to 10 working days after that
• UPI and bank transfers usually reflect in 3 to 7 working days
• Cash payments are refunded by bank transfer to the account of the person who booked

The time your bank takes to post the credit is outside our control. We will share the transaction reference so you can follow it up if it takes longer than expected.

10. Non-Refundable Charges

Some amounts cannot be returned because they have already been paid out on your behalf:

• Payment gateway and transaction fees
• Bookings taken on a clearly marked non-refundable or promotional tariff
• Add-on services already delivered, such as airport transfers, laundry or catering
• Taxes already deposited with the government where the law does not permit a reversal

11. Bookings Made Through Travel Portals

If you booked through a third-party travel site or agent, their cancellation terms apply and the refund must be requested through them. We can confirm your stay details to help, but we cannot refund money we never received directly.

12. Force Majeure

For cancellations caused by events outside anyone control, such as natural disasters, government restrictions, transport shutdowns or civil disruption, we will hold your payment as an open credit valid for 12 months rather than treat it as a late cancellation. Where a refund is required by law, it will be made.

13. How to Request a Cancellation or Refund

Send a written request by email or WhatsApp with the details below, and you will have an acknowledgement within 24 hours:

• Booking ID or confirmation message
• Guest name and registered phone number
• Check-in and check-out dates
• Reason for cancellation
• Payment reference or receipt

Requests are reviewed within 3 working days and the outcome is confirmed to you in writing.

14. Disputes and Governing Law

If you are not satisfied with a refund decision, write to us before raising a chargeback with your bank. Most disagreements come from a difference in dates or amounts and are settled the same day once both sides look at the same record.

This policy is governed by the laws of India, and disputes are subject to the jurisdiction of the courts of Delhi NCR.

15. Changes to This Policy

We may update this policy from time to time. Any change is posted here with a revised date and applies only to bookings confirmed after that date. The terms in force when you booked are the terms that apply to your stay.