Refund Policy

1. Overview

This Refund Policy explains when customers may be eligible for a refund for bookings made through the InnRoot platform.

Refund eligibility is primarily determined by the InnRoot standard cancellation policy applicable to the booking.

Unless otherwise stated, customers may receive a full refund when an eligible prepaid booking is cancelled at least 24 hours before the scheduled check-in time.

2. Full Refund Eligibility

A customer is generally eligible for a 100% refund when:

• The booking was successfully confirmed through InnRoot.
• The booking was prepaid through an eligible payment method.
• The customer cancels the booking at least 24 hours before the scheduled check-in time.

3. Cancellation Within 24 Hours

If a customer cancels a booking less than 24 hours before the scheduled check-in time, the booking is generally non-refundable.

Refunds may be considered in exceptional circumstances at InnRoot's discretion.

4. No-Show Refunds

If a customer does not arrive at the hotel and has not cancelled the booking within the applicable cancellation period, the booking may be treated as a no-show.

No-show bookings are generally non-refundable.

5. Refunds for InnRoot-Cancelled Bookings

In some circumstances, InnRoot may need to cancel a confirmed booking.

Where InnRoot cancels a prepaid booking and a refund is applicable, InnRoot will process the eligible refund through the applicable payment method.

Circumstances may include:

• Hotel unavailability
• Inventory errors
• Property closure
• Operational issues
• Payment or security issues
• Fraud or unauthorized activity
• Other exceptional circumstances

6. Pay-at-Hotel Bookings

For pay-at-hotel bookings, customers generally do not make a prepaid payment to InnRoot.

Therefore, there may be no prepaid amount for InnRoot to refund.

Customers should still follow the applicable cancellation requirements to avoid a no-show or other applicable consequences.

7. Refund Processing

Once a refund is approved, InnRoot will initiate the refund through the applicable payment method or payment service provider.

The time required for the refund to appear in the customer's account may depend on the customer's bank, card issuer, UPI provider, payment gateway, or other financial intermediary.

InnRoot is not responsible for delays caused solely by banks, payment providers, card networks, or other financial intermediaries.

8. Refund Amount

Where a booking qualifies for a full refund, InnRoot will refund the eligible prepaid booking amount.

The actual amount refunded may depend on the amount successfully paid and any charges that cannot legally or technically be reversed.

Any applicable taxes or fees that are legally refundable will be handled in accordance with applicable law and the booking terms.

9. Duplicate or Incorrect Payments

If you believe that you have been charged more than once for the same booking or that an incorrect payment was processed, please contact InnRoot support as soon as possible.

We may review the transaction and coordinate with the applicable payment provider to resolve the issue.

10. Exceptional Circumstances

InnRoot may review refund requests involving exceptional circumstances on a case-by-case basis.

Examples may include serious emergencies, major disruptions, or circumstances that prevent the booking from being fulfilled.

Supporting documentation may be requested where appropriate.

11. Refund Request

If you believe you are entitled to a refund but have not received it, please contact InnRoot support.

Please provide:

• Your name
• Booking ID
• Email or phone number associated with the booking
• Payment or transaction reference, if available
• Description of the issue

12. Cancellation Policy

For complete information about when a booking can be cancelled, please refer to the InnRoot Cancellation Policy.

View Cancellation Policy →

13. Contact Us

For refund-related questions or requests, contact InnRoot: