Refund Policy

Overview

At Velora Stays, we understand that plans can change unexpectedly. This Refund Policy outlines the conditions under which refunds are available and the process for requesting a refund.

Eligible Refund Conditions

Refunds may be issued under the following circumstances: if you cancel your reservation within the timeframe specified in our Cancellation Policy, if Velora Stays is unable to honour your reservation due to circumstances within our control, or if there is a documented service failure that significantly impacted your stay.

Refund Processing Times

Once a refund is approved, the processing time depends on your original payment method. Credit and debit card refunds typically appear within 5 to 7 business days. UPI refunds are generally processed within 3 to 5 business days. Net banking refunds take approximately 5 to 7 business days.

Partial Refunds

Partial refunds may be issued if you check out earlier than your scheduled departure date without prior arrangement, or if charges for unused services are cancelled at least 24 hours in advance.

Non-Refundable Charges

Certain charges are not eligible for refund under any circumstances. These include no-show charges, early checkout fees as specified in our cancellation policy, dining orders that have been prepared and delivered, and third-party services booked on your behalf.

How to Request a Refund

To request a refund, please contact us through any of the following channels:

• Email: reservation@thehotelmate.co
• Phone: +91 7326079861
• Visit the dedicated caretaker in person during your stay

Contact Us

For refund-related inquiries, please reach out to us at:

Velora Stays - Refund Department
PC37+579, Gevhande Apati, Near Pawna Lake, Lonavala, Maharashtra 410401
Email: reservation@thehotelmate.co
Phone: +91 7326079861