Refund & Cancellation Policy

1. General Cancellation & Refund Policy

We understand that travel plans can change. Below is our transparent cancellation and refund policy applicable to all bookings made through EBO Stay (ebostay.com). Where a specific hotel property, tour vendor, or activity operator enforces a stricter or distinct policy, it will be prominently highlighted on the booking checkout page and detailed on your booking confirmation voucher.

2. Digital Service Delivery & Voucher Fulfillment

Upon successful payment confirmation via our authorized payment gateway (Razorpay), your booking voucher and booking confirmation receipt are delivered instantly on-screen and dispatched to your registered WhatsApp number and/or email address within 15 minutes. No physical courier delivery is required for travel vouchers and booking confirmations.

3. Hotel Bookings

• 15+ days before check-in: Full refund of advance paid (subject to a nominal 2% payment gateway processing fee where charged by banking networks).
• 7–14 days before check-in: 50% of total booking amount will be charged as cancellation fee.
• Less than 7 days before check-in: No refund will be issued.
• No-show: No refund will be issued for no-shows or unannounced non-arrivals.

Some properties or peak festive seasons (such as Christmas, New Year, long holiday weekends) may feature non-refundable rates or specific cancellation windows — these will be clearly displayed before booking confirmation.

4. Tour Package Bookings

• 30+ days before travel: Full refund minus 2% gateway and administrative handling fee.
• 15–29 days before travel: 25% of total package amount will be charged as cancellation fee.
• 7–14 days before travel: 50% of total package amount will be charged as cancellation fee.
• Less than 7 days before travel: No refund will be issued.

5. Activity Bookings

• 48+ hours before activity: Full refund (minus nominal 2% gateway processing fee).
• 24–48 hours before activity: 50% refund.
• Less than 24 hours: No refund will be issued.

Weather-dependent activities (water sports, trekking, paragliding, etc.) that are cancelled due to adverse weather or safety restrictions will receive a full refund or the option to reschedule at no additional cost.

6. Refund Processing & Timelines

• All refunds are initiated within 5–7 business days from the date of formal cancellation approval.
• Refunds will be credited back directly to the original payment method (bank account, UPI, debit/credit card) via Razorpay.
• Depending on your card issuer or banking institution, funds typically reflect in your account within an additional 3–5 business days.

7. How to Request a Cancellation

You can request a cancellation with your Booking Reference ID through any of the following official channels:

• 💬 WhatsApp: Message us at +91-9462668566.
• ✉️ Email: Send a cancellation request to bookings@ebostay.com.
• 📞 Phone: Call our guest assistance team at +91-7972517580 (Mon–Sun, 9:00 AM – 8:00 PM IST).

Please include your Booking Reference Number and reason for cancellation in all correspondence for prompt assistance.

8. Non-Refundable Circumstances

Refunds will not be issued in the following cases:

• Early check-out or departure from hotels without prior written intimation.
• Non-utilization of included package services (meals, transfers, activities).
• Failure to present mandatory government photo identification at check-in (Aadhaar, Passport, Driving License, Voter ID).
• Cancellations requested after the permitted cancellation window.
• Bookings explicitly marked as "Non-Refundable" at the time of purchase.

9. Force Majeure

In cases of force majeure (natural disasters, severe weather emergencies, government travel bans, epidemics), EBO Stay will coordinate with hotel and transport partners to arrange a full refund, credit voucher, or reschedule at no extra charge.

10. Grievance Redressal Officer

In accordance with the Information Technology Act, 2000 and Consumer Protection (E-Commerce) Rules, 2020, our designated Grievance Officer details are: