Refund Policy

TripLodge Universe — 

Effective date: September, 01, 2025

Purpose: This Refund Policy describes the terms and procedures under which TripLodge Universe (“TripLodge”, “we”, “us”, or “our”) processes cancellations, refunds, and adjustments for hotel bookings made through the TripLodge Universe hotel booking application (the “App” or the “Service”). It is designed to comply with applicable Indian consumer protection, e-commerce, and taxation laws, including the Consumer Protection Act, 2019, the Information Technology Act, 2000, and rules framed thereunder.

Scope and applicability

1.1 This Refund Policy applies to: (a) reservations made through the App; (b) payment transactions processed by TripLodge on behalf of hotels and customers; and (c) refunds or credits issued by TripLodge or facilitated between guests and hotels.

1.2 This Policy aligns with relevant Indian laws such as:

• Consumer Protection (E-Commerce) Rules, 2020 – ensuring transparency and fair refund practices.
• Goods and Services Tax (GST) Act, 2017 – ensuring compliance for refund of taxes collected on cancelled bookings.
• Reserve Bank of India (RBI) guidelines for payment aggregators – governing timelines and methods for refund processing.

1.3 This Policy does not replace or override the individual cancellation or refund policies that hotels publish for specific room types, promotions, or third-party bookings. Where a hotel’s policy contradicts this document, the stricter or more specific cancellation terms disclosed at the time of booking apply.

1.4 For bookings made through third-party channels (OTAs, travel agents) but managed or displayed on TripLodge, refunds are processed according to the contract between the guest and the channel through which the booking was created. TripLodge will assist where possible but is not the principal for third-party bookings.

Definitions

• Guest: The individual who made the reservation or is staying at the property.
• Hotel / Property / Accommodation Provider: The lodging business offering rooms via the TripLodge App.
• Booking Confirmation: The electronic confirmation issued by TripLodge after successful reservation and payment.
• Prepaid Booking: A reservation that requires full or partial payment at the time of booking.
• Pay-at-Property Booking: A reservation where payment is collected by the hotel at check-in or check-out.
• Non-refundable Rate: A discounted rate that is not eligible for refunds unless stated otherwise.
• Force Majeure: Events beyond reasonable control (e.g., natural disaster, government restriction, pandemic, war) that prevent performance.

Legal compliance under Indian jurisdiction

3.1 TripLodge Universe operates under the jurisdiction of India and complies with the following statutes for refund and customer rights:

• Consumer Protection Act, 2019 — providing consumers the right to fair trade practices and prompt refunds.
• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 — mandating grievance redressal and timely complaint handling.
• Payment and Settlement Systems Act, 2007 — ensuring transparency and accountability in digital payment processing.
• GST Laws — requiring refund of taxes for cancelled transactions as per Central and State GST Acts.

3.2 As per Rule 4(5) of the E-Commerce Rules, 2020, TripLodge ensures refunds are issued within reasonable time limits and without unjustified delay, provided the consumer has not acted fraudulently or negligently.

3.3 TripLodge maintains a registered Grievance Officer in compliance with Rule 3(2) of the IT Rules, 2021. Details are provided under section 24.

Refund eligibility principles

Refunds are governed by the rate rules and cancellation policy displayed at the time of booking and in compliance with consumer protection laws. The remaining sections (4 to 23) from the original refund policy remain applicable, ensuring all refund timelines, payment modes, and dispute resolutions comply with Indian laws.

Legal jurisdiction, grievance redressal, and consumer rights

Jurisdiction: All disputes arising from or related to this Refund Policy shall be subject to the exclusive jurisdiction of the competent courts in Noida, Uttar Pradesh, India.

Governing Law: This Policy is governed by and construed in accordance with the laws of India.

Grievance Officer: In compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the designated Grievance Officer for TripLodge Universe is:

Grievance Officer

Mr. Rajeev Chauhan
TripLodge Universe Pvt. Ltd.
5th Floor, B-9, Sector-3, Noida, Uttar Pradesh 201301.
Email: grievance@triplodgeuniverse.com
Phone: +91-6396599158

Timelines:

• Acknowledgment of grievance: within 48 hours.
• Resolution or final reply: within 15 working days, as per IT Rules, 2021.

Consumer protection rights: Guests are entitled to approach the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019 if TripLodge or the hotel fails to provide refunds or violates consumer rights.

Tax refund compliance: GST paid on cancelled bookings will be refunded to the extent permitted by GST law. TripLodge will issue corresponding credit notes and refund the net amount after statutory adjustments

Amendments and statutory updates

TripLodge may amend this Refund Policy to align with changes in Indian legislation, RBI guidelines, or e-commerce regulations. Material changes will be communicated via official notification on the website or app and will take effect as per the date mentioned in the notice.