Guestly Cancellation & Refund Policy
Last Updated: 04 April 2025
This Cancellation & Refund Policy explains the rules governing booking cancellations, refunds, and related matters on the Guestly platform. By making a booking through Guestly, you agree to the terms outlined in this policy.
1. General policy overview
Guestly operates as a booking platform connecting guests with independent hosts. Cancellation and refund terms may vary depending on the property and the cancellation policy selected by the host at the time of listing. The applicable cancellation policy is displayed to the guest before booking confirmation and forms part of the booking agreement.
2. Types of cancellation policies
Each property listed on Guestly follows one of the cancellation policies selected by the host. A flexible cancellation policy allows guests to receive a full refund if the booking is cancelled within the specified free-cancellation window prior to check-in. A moderate cancellation policy provides a partial refund if the cancellation is made within the allowed period before check-in. A strict cancellation policy generally does not permit refunds once the booking is confirmed.
The exact refund eligibility and timelines depend on the policy shown on the listing at the time of booking.
3. Guest-initiated cancellations
When a guest cancels a confirmed booking, the refund amount, if any, is determined strictly according to the cancellation policy applicable to that property. Cancellation requests must be submitted through the Guestly platform. Cancellations made outside the permitted window may result in partial or no refund.
4. Host-initiated cancellations
If a host cancels a confirmed booking, Guestly may issue a full refund to the guest. Repeated or last-minute host cancellations may result in penalties, reduced visibility, temporary suspension, or removal of the host from the platform, in accordance with Guestly’s host standards.
5. Refund processing timelines
Approved refunds are initiated by Guestly within five to seven business days from the date of cancellation approval. The time taken for the refunded amount to reflect in the guest’s account may vary depending on the payment method, bank, or payment gateway involved. Guestly does not control bank processing timelines.
6. Service fees and non-refundable amounts
Platform service fees charged by Guestly may be non-refundable unless otherwise stated at the time of booking. Taxes, discounts, or promotional credits may be refunded or forfeited in accordance with the specific booking terms.
7. Exceptional circumstances
In certain situations, Guestly may, at its discretion, offer refunds outside the standard cancellation policy. Such situations may include property misrepresentation, host no-show, safety concerns, or legal restrictions affecting the stay. Supporting information may be required to evaluate such requests.
8. No-shows and early check-outs
If a guest fails to check in on the scheduled date without cancelling the booking, the booking may be treated as a no-show, and no refund may be issued. Early check-outs after check-in are generally non-refundable unless otherwise specified in the listing’s cancellation policy.
9. Chargebacks and disputes
Guests are encouraged to contact Guestly support before initiating chargebacks with their bank or payment provider. Unauthorized chargebacks may result in account suspension or restriction while the dispute is investigated.
10. Policy modifications
Guestly reserves the right to update or modify this Cancellation & Refund Policy at any time. Changes will apply to future bookings and will be published on the Guestly platform.
11. Contact information
For questions or assistance related to cancellations or refunds, users may contact Guestly support at support@guestly.in.
