Cancellation Policies

TripLodge Universe — Cancellation & Refund Policy

Effective date: September, 01, 2025
Applicability: This policy applies to all hotel bookings, pre-paid packages, ancillary services and add-ons purchased through the TripLodge Universe mobile application and website (collectively, the “Platform”) by users (guests) and to Hotels/Vendor Partners (collectively, “Users”, “you”, or “Partners”).

Purpose and scope

This Policy sets out the cancellation, modification and refund rules that apply to bookings made via the Platform, including timelines, fees, exceptions, force-majeure, dispute resolution, and applicable local law.

The Policy is designed to:-

(a) Be transparent and fair to consumers,

(b) Ensure compliance with relevant Indian laws and regulatory guidance (including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020)

(c) Provide operational standards for the Platform and its Partners.

Definitions

• Booking: A confirmed reservation for accommodation made through the Platform.
• Guest / Consumer: Person who makes a Booking.
• Partner / Hotel: Property listed on the Platform that provides accommodation or ancillary services.
• Cancellation: Voluntary termination of a Booking by the Guest or, where applicable, the Partner/Platform prior to the check-in time.
• No-Show: Guest fails to arrive by the check-in cut-off without prior cancellation.
• Refund: Return of funds to the Guest (full or partial) following a cancellation, Partner/Platform cancellation, or error.
• Chargeback: Reversal of a payment initiated by the cardholder through their card issuer.
• Force Majeure: Unforeseeable or unavoidable event beyond the control of the parties (natural disasters, government orders, epidemics, etc.).
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Booking confirmations & cancellation options (operational)

• At the time of checkout, the Platform will display the applicable cancellation terms for that specific Booking (cancellation window, partial/full refund rules, penalty percentages). The displayed terms form part of the contract between the Guest and the Partner/Platform and will be binding once the Booking is confirmed.
• Cancellation options available to Guests for a given Booking (e.g., “Free Cancellation up to 24 hours before check-in”, “Non-Refundable”, “Partially Refundable with X% penalty”) will be prominently displayed on the confirmation screen, confirmation email/SMS, and in the user’s Booking history. Showing cancellation terms prominently is consistent with e-commerce standards and regulator guidance for OTAs.
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Cancellation by Guests — standard rules & timings

Flexible bookings (Free cancellation window): If a Booking allows free cancellation up to a specified period (e.g., 24/48/72 hours before check-in), Guests may cancel within that window and receive a full refund of the amount paid (unless stated otherwise — e.g., taxes or payment gateway fees). The exact window is set on the Booking page.
B. Partially refundable bookings: If cancellation occurs after the free window but prior to a later deadline, the Guest may receive a partial refund calculated per the schedule displayed at booking. Example schedule (illustrative only):

• 72 hours before check-in — 75% refund
• 48–72 hours — 50% refund
• 24–48 hours — 25% refund
• <24 hours — no refund / penalty applies
  C. Non-refundable bookings: Some rates are explicitly non-refundable. Where a Guest chooses a non-refundable rate, no refund will be issued on cancellation except where required by law (e.g., statutory consumer remedy or Force Majeure). The non-refundable nature will be clearly disclosed during checkout.
  D. Group bookings / long-stay / special packages: Different cancellation schedules may apply for group reservations, corporate contracts, or packaged deals. These will be expressly stated in the Booking confirmation.
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Cancellation by Partner / Hotel

• Pre-check-in partner cancellations: If a Partner cancels a confirmed Booking before Guest check-in (other than for Force Majeure), the Partner must notify the Platform immediately and the Platform must offer the Guest at least one of the following remedies:
  • Full refund of all sums paid; or
  • Re-accommodation at an equivalent or superior property (no additional charge) where available; or
  • A voucher or credit subject to Guest consent.
• Compensation & consumer remedy: In situations where the Partner cancels at short notice and no suitable alternative is provided, the Guest may be entitled to additional compensation under the Consumer Protection Act for deficiency of service. The Platform will coordinate the remedy and may pursue settlement from the Partner.
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Cancellation by TripLodge Universe (Platform)

TripLodge Universe may cancel Bookings in limited circumstances such as: (a) technical or payment errors; (b) fraud detection; (c) Partner’s failure to honor listing; or (d) legal or regulatory orders. On Platform-led cancellations we will:

• Notify the Guest promptly;
• Offer a full refund immediately (or re-booking assistance); and
• If the cancellation causes demonstrable additional loss, provide assistance per internal SOPs. The Platform’s SOPs must be available and visible to regulators and consumers upon request.
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Refund processing — timelines & method

• Method of refund: Refunds will be processed using the same payment method used to make the original Booking where technically and legally possible (card to card, UPI reversal, net banking). If original method is unavailable (e.g., expired card), TripLodge will offer refund via bank transfer or Platform wallet after identity verification.
• Timelines: TripLodge Universe will initiate refunds promptly upon approval of cancellation. Indian regulators and industry guidance expect timely reversal of funds; payment network rules and RBI guidance set practical timelines for reversals and compensations in certain contexts (for failed transactions auto-reversal frameworks apply). TripLodge will:
  • Attempt to credit refunds within 7 calendar days of approval for most payment methods; and
  • Where the refund requires reversal via Partner settlement (i.e., Partner has already received funds and must reimburse the Platform), refunds will be processed within 30 days of cancellation approval unless otherwise agreed and disclosed to the Guest.
    Note: Actual crediting to Guest accounts depends on banking/payment partner processing times and card issuer/UPI timelines; some payment instruments may take longer. TripLodge will notify the Guest of the expected refund completion date on initiation. (Reserve Bank of India)

Operational note: Given industry practice and regulatory scrutiny, TripLodge recommends keeping the common consumer-facing timeline at 7 days (for straightforward refunds under Platform control) and up to 30 days when Partner reimbursement is necessary — and to disclose these timelines prominently.

Deductions, fees and taxes

• Cancellation fees / penalties: If a cancellation penalty applies per the rate chosen, TripLodge will deduct the penalty before processing the refund. The penalty percentage and any non-refundable amounts (e.g., deposits) will be clearly disclosed at booking.
• Payment gateway/transaction fees: Where payment gateway charges or bank convenience fees were non-refundable at the time of purchase, the Platform will disclose whether such fees will be rebated; in many cases card processing surcharges are non-refundable. Any fees retained will be itemized in the refund statement.
• GST and taxes: Taxes will be handled as per applicable GST rules. If a taxable supply is cancelled, GST adjustments may be required; TripLodge will issue revised tax invoices/credit notes where required under GST law.

No-shows and early departures

• No-show: If a Guest does not arrive on the scheduled check-in date and does not notify the Partner or Platform, the Booking will be treated as a “No-Show” and the Partner’s stated no-show policy (e.g., full night charge) will apply. No-show charges will be disclosed at booking.
• Early check-out: Early departures may attract charges in line with the Partner’s policy (e.g., no refund for unused nights). Where the Partner’s early departure policy is more restrictive than the Platform’s stated terms, the Platform will highlight the Partner policy at booking. Refunds for unused nights may be allowed at Partner’s discretion or as required by applicable consumer law.

Special circumstances & exceptions

• Medical emergencies / pandemics / government travel bans: Where cancellations are due to documented medical emergencies, government orders or declared epidemics/lockdowns, TripLodge will implement flexible refund or credit measures at its discretion and in line with Partner agreements. Consumer forums have recognized refunds in epidemic-related cancellations and may award remedies; TripLodge will treat such claims sympathetically and process them under a dedicated SOP.
• Fraud or duplicate charges: If a Guest demonstrates a duplicate booking or an unauthorized charge, TripLodge will investigate and, on determination, process refunds and cooperate with banks/payment gateways for chargeback resolution.
• Force Majeure: If cancellation results from Force Majeure, the parties will follow the Force Majeure clause below.

Force Majeure clause

Neither TripLodge nor a Partner will be liable for failure to perform obligations where prevented by Force Majeure (natural disasters, acts of God, governmental orders, pandemics, strikes, terrorism, or similarly unforeseeable events). In case of Force Majeure:

• Affected Bookings may be canceled without penalty; or
• TripLodge/Partner may offer alternative dates, vouchers or credits;
• Each case will be evaluated on documentation, and TripLodge will comply with applicable consumer law and its published SOPs.

Chargebacks & payment disputes

• Guest-initiated chargebacks: Guests retain the right to approach their bank/card issuer to raise a dispute or chargeback where they believe a refund is due but not processed. TripLodge will cooperate fully with issuing banks and card networks during the dispute process and provide evidence of cancellation/refund communications.
• Internal escalation: Guests should first raise refund disputes via Platform support. If unresolved, TripLodge will escalate to its Payment Resolution Team and provide a final decision within the timelines set out in the Platform’s grievance SOPs.
• Fees on chargebacks: If a chargeback occurs due to Guest misrepresentation or breach of terms, TripLodge may charge reasonable administrative costs to compensate the Partner or the Platform for bank penalties, provided those fees are consistent with card network rules and have been disclosed in the Terms of Service.

Data collection & privacy on refunds

TripLodge will collect necessary information to process refunds (bank details, identity proof) and will handle such data in compliance with the Digital Personal Data Protection Act (or any applicable data protection law), and the Platform’s Privacy Policy. Refund processing may involve sharing limited data with payment processors and Partners for transaction reversal.

Compliance with Indian law & regulatory disclosures (Local Law Clauses)

• Consumer Protection (E-Commerce) Rules, 2020: TripLodge follows the Consumer Protection (E-Commerce) Rules, 2020 — this includes obligations to display cancellation policies prominently, maintain SOPs for refunds and grievance redressal, and cooperate with consumer authorities. The Platform will maintain documented SOPs on refunds and make them available to regulators and consumers upon request.
• Consumer Protection Act, 2019: Guests retain remedies under the Consumer Protection Act, including approaching consumer fora for deficiency of service related to cancellations and refunds. TripLodge will implement corrective actions where consumer fora decisions so require.
• Reserve Bank of India (RBI) & payment timelines: TripLodge acknowledges RBI guidelines and industry frameworks regarding transaction reversals and payment dispute timelines. While TripLodge will strive to process refunds quickly, final credit timing may depend on banks/payment networks as per RBI and card network rules (e.g., timelines for auto-reversal and compensation frameworks). (Reserve Bank of India)
• Applicable Taxes and Compliance: TripLodge will comply with GST, Income Tax and any sectoral tax or levy obligations affecting refunds or issuance of credit notes/invoices.
• Grievance redressal & consumer forum litigation: TripLodge will maintain a grievance redressal officer (GRO) contact and internal escalation; consumers may approach statutory consumer fora if dissatisfied. TripLodge will comply with consumer forum decisions and orders. Recent consumer forum rulings have enforced full refunds where bookings were automatically cancelled or services were not provided — TripLodge will follow those precedents and settle legitimate claims.

Operational SOPs (summary; internal reference)

TripLodge will maintain operational Standard Operating Procedures (SOPs) that include:

• Step-by-step refund initiation/checklist;
• Payment reconciliation & Partner settlement workflow;
• Document retention rules (e.g., cancellation timestamps, proof of notification);
• Escalation ladder for refund disputes;
• Consumer grievance handling, including liaison with regulators; and
• Fraud detection & chargeback defense procedures.
  TripLodge will review SOPs annually and when law/regulatory guidance changes.

Communication & transparency commitments

• TripLodge will provide clear, itemized refund statements to Guests showing gross amount, penalty/fee deductions (if any), taxes and net refund.
• All cancellation and refund timelines will be shown on the Booking confirmation and in the Guest’s Wallet/Booking History.
• TripLodge will send at least two notifications (email/SMS/app push) during the refund lifecycle:

(a) Refund initiated;

(b) Refund completed / amount credited.

Remedies for persistent non-compliance by Partners

If a Partner fails repeatedly to honor cancellation/refund obligations (e.g., refusing refund when Platform-directed), TripLodge may:

• Suspend or delist the Partner;
• Recover amounts from pending settlements; and
• Seek repayment plus administrative costs and compensation as allowed under law and contractual terms.

Dispute resolution & governing law

• Governing law: This Policy and any disputes arising hereunder are governed by the laws of India.
• Dispute resolution: Parties will seek amicable resolution first. If unresolved, disputes between TripLodge and Guests/Partners may be referred to:

(a) consumer fora (for consumer claims)    or

(b) arbitration/ordinary courts per the Platform’s Terms of Use for commercial partner disputes. Consumer rights to approach statutory consumer fora are preserved and not waived.

Special provisions — promotions, coupons and third-party bookings

• Promotional bookings: Promotional or coupon-discounted Bookings may be subject to special cancellation conditions (e.g., non-refundable). These will be clearly stated.
• Third-party bookings (meta-search): When TripLodge redirects to third-party booking sites, the third party’s cancellation policy applies; TripLodge will display the applicable terms prior to redirect.

Record keeping & audits

TripLodge will retain records of cancellations, refunds and communications for a minimum period required by applicable law and for audit and regulatory compliance purposes. These records will support refunds, chargeback disputes, and consumer complaints.

Examples / Illustration of refund scenarios (practical)

• Guest cancels 5 days before check-in under a 24-hour free cancellation plan: Full refund (minus any non-refundable taxes/payment fees disclosed).
• Guest cancels same day under a partially refundable plan: Penalty as per schedule; partial refund processed within 7–30 days depending on Partner settlement.
• Partner cancels at short notice without replacement: Full refund plus alternative accommodation offer or additional compensation where applicable per consumer rights.

Contact & escalation

For cancellations, refunds and related disputes:

• In-app Support: Use the Help > My Bookings > Refunds flow.
• Email: support@triplodgeuniverse.com (Grievance Officer: [Name], contact: [phone])
• TripLodge will acknowledge refund requests within 48 hours and provide status updates until resolution per the SOP.

Amendments to this policy

TripLodge may update this Policy to comply with legal/regulatory changes or for operational reasons. Material changes will be notified to registered users via email and in-app notice at least 7 days before coming into effect, unless immediate change is legally required.

Annex — Regulatory references (select)

• Consumer Protection (E-Commerce) Rules, 2020.
• Reserve Bank of India guidance on transaction reversals and timelines (auto-reversal frameworks). (Reserve Bank of India)
• Industry letters and regulator guidance to OTAs on SOPs for refunds (industry advisory).
• Representative consumer forum decisions on refunds and travel cancellations.
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Contact Us

If you have questions or concerns about this Privacy Policy, please contact us at:

Trip Lodge Customer Support

Email: info@triplodgeuniverse.com
Email: support@triplodgeuniverse.com
Phone: +91-8954599158
Address: B-9 5th Floor sector 3 noida.Pin code 201301.