Refund Policy

Refunds are issued in accordance with the cancellation tier assigned to the property at the time of booking. This page explains how refunds are calculated, what is and is not refundable, and how long they take to process.

Payments on Eden's Home are processed by Razorpay, our payment gateway. All refunds are returned via the same payment method used for the original transaction — UPI, net banking, debit/credit card, or bank transfer.

If your booking qualifies for a refund under the applicable cancellation tier (Easy or Moderate), the following amounts are returned:

• The full stay subtotal (nightly rate × nights booked)
• Any per-guest charges collected at checkout
• In the case of owner-initiated cancellations: the Eden's Home service fee and processing fee are also refunded in full

The following are non-refundable under all circumstances:

• A 5% processing fee deducted from all eligible refund amounts (covers Razorpay gateway charges)
• The 14% Eden's Home service fee on guest-initiated cancellations (whether Easy, Moderate, or Strict tier)
• Any advance payment on a Strict tier booking
• Any amount for a no-show (guest did not arrive and did not cancel)
• Optional add-ons such as cab service or event packages, unless explicitly stated otherwise at the time of booking

Once a refund is approved, Eden's Home initiates the refund through Razorpay within 2 business days. After that, the time for the refund to appear in your account depends on your payment method:

• UPI — typically 1–3 business days after initiation
• Debit card — typically 3–5 business days
• Credit card — typically 5–7 business days (may appear on next statement cycle)
• Net banking — typically 3–5 business days
• Bank transfer (NEFT/RTGS) — typically 2–4 business days

Weekends and public banking holidays may extend these timelines. If your refund has not appeared within 10 business days of your cancellation confirmation, please contact us with your booking confirmation number.

If you paid a 50% advance and then cancelled:

• Easy tier: the advance amount is refunded, minus the 5% processing fee on the total booking amount.
• Moderate tier (cancelled ≥7 days before check-in): the advance amount is refunded, minus the 5% processing fee.
• Moderate tier (cancelled within 7 days): no refund on the advance amount.
• Strict tier: no refund on the advance amount under any circumstance.

The remaining balance (the 50% not yet paid) is simply not due — you are not charged for it on a valid cancellation.

If your payment fails after funds were debited from your bank account, Razorpay's automated system typically reverses the charge within 5–7 business days. If it does not, please contact us with the transaction reference number and we will investigate with Razorpay directly.

In the rare event of a duplicate or double charge:

• Contact us immediately at the email or phone below with both transaction references
• We will verify and initiate a full refund of the duplicate charge within 2 business days
• No processing fee is deducted on refunds for payment errors

Refund disputes must be raised within 14 days of the check-out date (or, for cancelled bookings, within 14 days of the cancellation confirmation). Disputes raised after this window may not be eligible for review.

To raise a dispute, email us with your booking confirmation number, the amount in question, and a brief description of the issue. We will acknowledge your dispute within 24 hours and aim to resolve it within 30 days, in line with our Grievance Redressal commitments.

For refund-related questions or disputes, contact us directly.