Booking, Cancellation & Refund Policy

1. Introduction

Welcome to Homestele, an accommodation discovery and enquiry platform operated by Homestele (“Homestele”, “we”, “our” or “us”).

This Booking, Cancellation & Refund Policy explains the general process for accommodation enquiries, reservation confirmations, booking changes, cancellations, refunds, deposits and related matters when using our website or associated services.

Homestele may feature serviced apartments, hotels, guest houses, farmhouses, private stays and other accommodation options across India. These may be available for short-term visits, extended stays, corporate travel, medical visits, family accommodation and other requirements.

The exact booking and payment process may differ depending on the property, accommodation provider and service arrangement.

This Policy should be read together with our Terms & Conditions and Privacy Policy. Where a specific written booking confirmation or property-specific policy applies, the relevant terms will be considered alongside this Policy, subject to applicable law.

Nothing in this Policy is intended to remove any consumer right or remedy that cannot lawfully be excluded or restricted.

2. Our Role in Bookings

Homestele may facilitate accommodation discovery, enquiries, quotations, communication with property providers and, where available, booking-related services.

Depending on the particular arrangement, a reservation may be:

Directly handled by Homestele: Homestele may manage or confirm the booking and may collect payment where expressly agreed.
Handled by a property owner or operator: The guest may communicate and contract directly with the accommodation provider.
Facilitated through a third-party booking service: A separate platform or authorised partner may handle confirmation, payment, cancellation and refunds.

The applicable arrangement should be clear from the listing, enquiry communication, booking confirmation or payment instructions.

Submitting an enquiry or receiving an acknowledgement does not necessarily constitute a confirmed reservation. Guests should obtain confirmation from the authorised party before making travel arrangements.

3. How to Make a Booking

Guests may browse available properties and submit an enquiry through our website or the contact methods provided.

The booking process may involve the following steps:

Select a property or accommodation option.
Provide the required dates, number of guests, length of stay and relevant preferences.
Receive availability information or a quotation from the relevant provider or authorised representative.
Review the price, included services, property rules, payment terms and cancellation conditions.
Complete any required payment or booking formalities.
Obtain a booking confirmation from the party responsible for the reservation.

Additional verification, documentation or communication may be required depending on the property, length of stay, occupancy requirements and applicable laws.

Guests should check that all details in the confirmation are correct, including the property address, accommodation type, dates, guest count, total price and payment status.

4. Booking Confirmation

A booking is confirmed only when the authorised booking party has accepted the reservation and issued the applicable confirmation.

Depending on the booking arrangement, confirmation may be provided by email, written message, booking platform or another agreed communication method.

A request for availability, preliminary quotation, verbal discussion or automated acknowledgement should not be treated as final confirmation unless the applicable booking process expressly provides otherwise.

Guests should retain their confirmation and relevant payment receipts.

If you have paid but have not received confirmation within the timeframe communicated to you, contact the party that accepted the payment. If Homestele facilitated the transaction, you may also contact us for assistance.

5. Prices, Taxes and Additional Charges

The final booking price depends on the accommodation, dates, duration, occupancy, applicable offers and the terms confirmed for the reservation.

Depending on the property, the amount payable may include:

Accommodation charges.
Applicable taxes.
Additional guest or extra-bed charges.
Cleaning or housekeeping charges.
Meal or other optional service charges.
Security deposits.
Utility or service charges for extended stays.
Other charges disclosed before confirmation.

Any quotation should specify the applicable charges to the extent required by law and the booking arrangement.

Guests should clarify whether a displayed price is per night, per room, per unit, per person or for the entire stay. Monthly or extended-stay quotations may use different pricing structures from nightly bookings.

If a discrepancy arises between an initial estimate and the final quotation, please seek clarification before confirming or paying.

6. Payment Terms

Payment requirements may vary by property and booking type.

A provider may require full payment in advance, a booking deposit, partial payment, payment at check-in or another agreed arrangement. For corporate or extended stays, payment may be governed by a separate quotation, invoice or written agreement.

Payment should be made only through the payment method and recipient authorised for the relevant booking.

Before paying, verify:

The name of the payment recipient.
The property and reservation details.
The amount due and applicable taxes.
The payment deadline.
The deposit, cancellation and refund conditions.
Whether any balance is payable before arrival or during the stay.

Homestele will be responsible for handling payments only where it has agreed to collect or process them as part of the relevant arrangement. Payments made directly to an independent provider may be subject to that provider’s payment procedures, without removing any responsibility Homestele may have under applicable law.

Guests should retain receipts, transaction references and confirmation messages.

7. Cancellation by the Guest

If you need to cancel a confirmed reservation, contact the party responsible for managing that booking as soon as possible.

The cancellation conditions applicable to your reservation will depend on the confirmed rate, property rules, booking dates, length of stay, payment arrangement and any special agreement.

Before completing a booking, guests should check:

The deadline for cancellation without a charge, if available.
Whether a cancellation fee applies.
Whether any deposit is refundable.
Whether the booking is non-refundable.
Whether cancellation charges vary as the arrival date approaches.
Whether the property has special terms for monthly, corporate or group reservations.

If the property or booking confirmation specifies a valid cancellation policy, that policy will generally govern the cancellation, subject to applicable law and any other applicable agreement.

Where no clear cancellation condition has been provided, contact the responsible booking party to clarify your options. We will not treat an undisclosed fee as automatically payable merely because a cancellation has been requested.

8. Cancellation Procedure

To request a cancellation, contact the party identified in your booking confirmation.

Please provide:

Your booking reference, if available.
The name used for the reservation.
The property name.
Your scheduled check-in and check-out dates.
The reason for cancellation, if you wish to provide it.
Relevant payment details or transaction references, where necessary.

A cancellation request should be acknowledged by the responsible party. Where a confirmation of cancellation is available, retain it for your records.

The time at which a cancellation is received may affect the applicable charge. Guests should not assume that a cancellation has been completed merely because they sent a message or submitted a form.

If you booked through a third-party platform, you may need to use that platform’s cancellation procedure.

9. Refund Eligibility

Refund eligibility depends on the applicable booking terms, the reason for cancellation, the payment arrangement and the circumstances of the case.

Depending on the confirmed policy, a guest may be eligible for:

A full refund.
A partial refund after applicable charges.
A refund of a refundable deposit.
A credit or alternative arrangement, if offered and accepted.
No refund where a valid non-refundable condition applies, subject to applicable law.

A refund may also be required where a booking is cancelled by the responsible provider, a payment is duplicated, an amount was charged incorrectly or another circumstance gives rise to a refund right under the booking terms or applicable law.

Any refund restriction will be subject to applicable consumer protection laws and other mandatory legal requirements.

10. Non-Refundable Bookings

Some properties or rates may offer discounted or special prices in exchange for stricter cancellation conditions.

Where a booking is designated as non-refundable, the relevant condition should be disclosed before the guest confirms the reservation or makes the payment, as required by applicable law.

A non-refundable condition does not automatically override statutory consumer rights or resolve every possible situation. The circumstances of the booking, any representations made and applicable law must still be considered.

Guests should read the conditions carefully before choosing a non-refundable rate.

11. Refund Processing Time

Where a refund is approved, the time required to complete it may depend on the party responsible for the refund, the original payment method, the payment gateway, the bank or financial institution and other processing requirements.

We will communicate any applicable refund process or estimated timeframe available to us for bookings that we handle.

Where a third-party provider or payment platform is responsible for processing the refund, the guest may need to follow that party’s procedures. We can provide assistance within our role where appropriate.

A refund should not be considered completed until the relevant payment provider has processed it or the amount has otherwise been returned through the agreed method.

If an expected refund has not arrived within the communicated timeframe, contact the responsible booking party with your booking reference and transaction details.

12. Refund Method

Where reasonably possible and permitted by the relevant payment arrangement, approved refunds will be returned through the original payment method.

In some circumstances, an alternative method may be required due to payment-provider restrictions, a closed account, technical issues or another legitimate reason. Any alternative arrangement should be communicated and agreed as appropriate.

We will not request sensitive banking credentials, passwords, PINs or one-time passwords to process a refund.

Guests should use only verified contact details and authorised payment channels when discussing refunds.

13. Cancellation by the Property Provider

A property owner or operator may sometimes need to cancel a reservation because of an operational issue, maintenance problem, safety concern, overbooking, legal restriction or another circumstance.

If the provider cancels a confirmed booking, the guest should receive information about the cancellation and the available next steps from the party responsible for the reservation.

Depending on the applicable terms and circumstances, the available options may include:

A refund of amounts paid for the cancelled booking.
An alternative accommodation option, if available and acceptable to the guest.
A change of dates, subject to availability and agreement.
Another remedy required by the booking terms or applicable law.

An alternative property should not be treated as accepted unless the guest agrees to it where agreement is required.

If Homestele directly handles the booking, we will address the matter according to our confirmed obligations and applicable law. If an independent provider manages the reservation, we may help communicate the issue where appropriate, but the actual remedy will depend on the contractual arrangement and legal responsibilities of the parties.

14. Changes to Booking Dates or Guest Details

Guests who need to change their check-in date, check-out date, guest count, accommodation type or other booking details should contact the responsible booking party as early as possible.

Changes are subject to availability and the applicable booking terms. A change may result in a revised price, additional charges, a different cancellation deadline or a requirement to obtain a new confirmation.

A requested change is not effective until it has been accepted by the authorised party.

Guests should obtain updated confirmation showing the revised dates, accommodation details, charges and other applicable conditions.

If a requested change cannot be accommodated, the existing cancellation policy may apply if the guest decides to cancel.

15. No-Show and Late Arrival

A no-show generally occurs when a guest does not arrive within the applicable check-in period and has not made an accepted alternative arrangement.

The consequences of a no-show depend on the property rules, booking terms and any applicable law. A provider may apply a disclosed no-show charge or treat the reservation as cancelled where the relevant terms permit it.

Guests who expect to arrive late should notify the property or responsible booking party in advance and confirm whether late check-in is possible.

If a guest fails to arrive because of a travel disruption, emergency or other unexpected circumstance, the guest should contact the provider as soon as reasonably possible. Any refund or alternative arrangement will depend on the applicable terms and circumstances.

16. Early Check-Out and Shortened Stays

If a guest leaves before the confirmed check-out date, any refund for unused nights or services will depend on the booking terms, the property policy, the reason for early departure and applicable law.

Unused nights are not automatically refundable merely because the guest chooses to leave early.

Where the property cannot provide the agreed accommodation or another circumstance creates a refund entitlement, the matter will be assessed according to the applicable agreement and legal requirements.

For monthly, corporate or other extended stays, early termination may be governed by a separate written agreement, including notice periods, minimum-stay commitments, deposit conditions or other agreed terms.

17. Security Deposits and Damage Charges

Some accommodation providers may require a refundable security deposit to cover specified risks, subject to the disclosed terms.

The provider should explain the deposit amount, purpose, payment method, conditions for deductions and expected return process before the guest agrees to the arrangement.

A deposit may be subject to deductions for substantiated damage, missing items, unpaid agreed charges or other matters permitted under the applicable booking terms and law.

Ordinary wear and tear should be distinguished from damage where relevant. Any deduction should be handled in accordance with the agreed terms and applicable legal obligations.

Where a deposit is collected directly by an independent provider, that provider may be responsible for its return, subject to its legal obligations. Homestele’s role will depend on whether it collected, held or otherwise administered the deposit.

18. Long-Term and Monthly Bookings

Bookings for several weeks, months or longer may involve different arrangements from standard nightly reservations.

Before confirming an extended stay, guests should clarify:

The minimum committed duration.
The total price and payment schedule.
The advance amount or security deposit.
The notice period for cancellation or early termination.
The refund conditions for unused periods.
Utility, housekeeping, laundry and maintenance charges.
The conditions for extending the stay.
Any applicable agreement, identification or registration requirements.

Monthly rates and special long-stay offers may be conditional on completing the agreed period. If a guest leaves early, the financial consequences will depend on the terms disclosed and agreed for that reservation, subject to applicable law.

Where a separate accommodation agreement has been signed, it should be reviewed together with this Policy.

19. Corporate, Medical and Group Bookings

Corporate accommodation, medical stays, group reservations and bookings made on behalf of another person may be subject to special terms.

For these arrangements, cancellation, payment, invoicing, deposits, changes and refunds may be governed by a company quotation, purchase order, written agreement or other booking-specific document.

The person or organisation making the reservation should ensure that they have the authority to agree to the relevant terms.

Where an employer, hospital, travel coordinator or other organisation pays for the booking, the parties should clarify who is responsible for cancellation requests, outstanding amounts, refunds and changes before confirming the reservation.

Medical or other urgent circumstances will be considered in accordance with the applicable agreement and law; they do not automatically guarantee a refund unless the relevant terms or law provide one.

20. Force Majeure and Unexpected Events

Events beyond the reasonable control of the parties may affect a reservation. Examples may include natural disasters, severe weather, government restrictions, public emergencies, major transport disruptions or other exceptional circumstances.

Where such an event affects a booking, the parties should communicate promptly and consider the available options under the applicable booking terms and law.

Depending on the circumstances, options may include rescheduling, alternative accommodation, a credit or a refund where required or agreed.

The occurrence of an unexpected event does not automatically determine whether a refund is due. The applicable agreement, the nature of the disruption, the services already provided and applicable legal requirements will be considered.

21. Duplicate Payments and Incorrect Charges

If you believe you have paid twice, been charged the wrong amount or made a payment that cannot be matched to your reservation, contact the party that collected the payment.

Please provide the booking reference, payment date, amount, transaction reference and any relevant receipt. Do not send passwords, PINs or one-time passwords.

We will investigate transactions handled by Homestele within our available records and responsibilities. If the payment was collected by a third-party provider, the provider or payment service may need to investigate or process the correction.

Any confirmed duplicate or incorrect payment will be addressed in accordance with the applicable payment terms and law.

22. Fraudulent or Unauthorised Payment Requests

Guests should be cautious of unexpected messages asking for additional payments, changes to bank details or transfers to an unfamiliar account.

Before making a payment, verify the recipient through an official contact method shown in the booking confirmation or on the relevant provider’s verified website.

If you suspect that you have received a fraudulent payment request or have transferred money to an unauthorised recipient, contact your bank or payment provider promptly and report the incident to the appropriate authorities where necessary.

Please also notify Homestele if the incident appears to involve our website, a listing or someone claiming to represent our business. We will review the report within our role and available information.

23. How to Contact Us About a Booking

For booking changes, cancellations or refund questions, first contact the party identified in your confirmation as responsible for the reservation or payment.

If Homestele handled the enquiry or transaction, or if you need assistance identifying the responsible party, contact us using the details below.

Brand: Homestele
Email: info@homestele.com
Phone / WhatsApp: +91 99716 80900
Booking Support / Grievance Contact: info@homestele.com

When contacting us, please provide your booking reference, property name, stay dates, a brief description of the issue and relevant transaction information where appropriate.

Please avoid sending unnecessary sensitive personal information or confidential payment credentials.

24. Complaints and Dispute Resolution

We aim to handle booking-related concerns fairly and in a timely manner within our responsibilities.

If you are dissatisfied with a booking, cancellation decision or refund outcome, please contact the responsible booking party and explain the issue, including the remedy you are seeking.

Where Homestele is responsible for handling the matter, we will review the available information and respond in accordance with our applicable procedures and legal obligations.

Where another provider controls the reservation or payment, we may help direct the complaint to that provider where appropriate. This does not remove any rights or remedies the guest may have against the relevant party under applicable law.

Consumers retain any right to approach the appropriate consumer protection authority, dispute-resolution body or court where legally available.

25. Updates to This Policy

We may revise this Policy to reflect changes in our booking services, payment arrangements, property-provider relationships, operational procedures or legal requirements.

The latest version will be published on this page with an updated “Last Updated” date where appropriate.

For an existing confirmed reservation, the applicable booking terms and any subsequent changes will be considered in accordance with the relevant agreement and applicable law. We will not rely on a policy update to remove a right that has already accrued where doing so would be unlawful.

26. Governing Law

This Policy shall be interpreted in accordance with the laws applicable to the relevant booking and transaction, subject to mandatory consumer rights and other applicable legal requirements.

Where Indian law applies, relevant Indian consumer protection and other applicable laws may govern the transaction. Any jurisdiction provision in our Terms & Conditions will apply subject to mandatory legal rights available to consumers.

Nothing in this Policy prevents a guest from exercising any statutory right or remedy that cannot lawfully be excluded.

Important Notice: Cancellation fees, deposits, refund eligibility and processing timelines can vary by property and booking arrangement. Always review the specific terms shown before confirming a reservation or making payment. If you are booking through an independent accommodation provider or third-party platform, obtain and retain its written booking and cancellation confirmation.