Effective date: 13-10-2025

1. Scope & Priority

• This policy applies to all reservations made directly with Shanthi Kunnj (website, phone, email, walk-in).
• For bookings made via Online Travel Agencies (OTAs), the OTA’s policy shown at the time of booking will apply. Where policies differ, the stricter terms will prevail.
• This Refund & Cancellation Policy supersedes any conflicting language in our Terms & Conditions, including prior references to “72 hours” or other cancellation timelines.

2. Key Definitions

• Check-in date: The calendar date of arrival.
• Booking value: Total amount charged for the stay (room + applicable taxes/fees + add-ons).
• IST: All timelines below are in India Standard Time (IST, UTC+05:30).

3. Cancellation windows & charges (Direct Bookings)

• 15 days or more before check-in (by 11:59 PM IST): 100% refund minus payment gateway/transaction charges of 3% of the transaction value.
• 10–14 days before check-in (by 11:59 PM IST): A 50% charge of the booking value applies (50% refunded).
• 0–9 days before check-in: 100% charge of the booking value (no refund).

Example: Check-in on 20th.

• Cancel on/ before 5th (15+ days): full refund – 3% fee.
• Cancel between 6th–10th (10–14 days): 50% refund.
• Cancel on/after 11th (0–9 days): no refund.

4. No-shows, late arrivals & early departures

• No-show or same-day cancellation: 100% charge, no refund.
• Late arrival/early departure: Unused nights are non-refundable.

5. Non-refundable & special rates

• Bookings made under Non-Refundable, Advance Purchase, Flash Sale, or similar promotional rates are non-refundable from the time of booking, regardless of the window above. Date changes are not permitted unless explicitly stated in the offer.

6. Date changes (rescheduling)

• One-time date change may be requested 15+ days before check-in, subject to availability and prevailing rates.
• If new dates are higher in price, the difference must be paid; if lower, the difference (after deducting 3% transaction fee where a refund is involved) will be refunded.
• Date changes requested within 14 days of check-in follow the cancellation terms in Section 3.

7. Force majeure & circumstances beyond control

• In line with our Terms & Conditions, amounts paid are generally non-refundable where the stay cannot proceed due to events such as cyclones, strikes, natural calamities, accidents, sudden weather changes, governmental actions, or similar events beyond the control of either party.
• At Management’s discretion, a credit voucher may be offered for a future stay (blackout dates may apply). Any such credit will specify validity and usage terms.

8. How refunds are processed

• Method: Refunds are issued to the original mode of payment only.
• Fees: A 3% transaction charge applies to all approved refunds to cover payment gateway/banking costs.
• Timeline: We initiate eligible refunds within 7–14 business days of written cancellation. Your bank/issuer may take additional time to post funds.
• Foreign cards/forex: Bank currency conversion differences and cross-border fees are borne by the guest.
• Taxes: Applicable taxes/levies are refunded in accordance with law and the above timelines.

9. Group bookings

• For reservations of 3 or more rooms and/or stays of 6+ room-nights, stricter terms may apply. Unless expressly agreed otherwise in writing:
• 30+ days: before check-in: refund minus 3% fee
• 15–29 days: 50% charge
• 0–14 days: 100% charge
• Any bespoke group contract will override this section.

10. Booking corrections & errors

• If a rate/availability error occurs, Shanthi Kunnj may cancel and fully refund the amount paid, or offer to rebook at the correct rate.

11. Children policy (summary)

• Under 5 years: Stay free with accompanying adults.
• 5 years & above: Charged as adults. (All other resort rules remain applicable.)

12. How to cancel or modify

• Email: reservations@shanthikunnj.com
• Phone: 96327 26888
• Include: booking name, mobile number, check-in date, number of rooms, and your request (cancel/modify).
• The time stamp of receipt of your email in IST determines eligibility under Section 3.