Last updated: 07 Aug 2026, Friday, 02:09 PM
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.