Cancellation & Refunds

01The terms that apply are the ones you were shown

Every rate plan carries its own cancellation terms, set by the property. Before you pay, those terms are shown in full and as an amount in the property's own currency — what the deadline is, and exactly how much a cancellation after it would cost.

The terms attached to your booking are fixed at the moment you pay. If the property later changes its policy, your booking keeps the terms you agreed to.

02The three things a rate plan can say

• Free cancellation until a stated date and time — cancel by then and you pay nothing. After it, the stated charge applies.
• No free cancellation — the plan is a flexible one, but your stay starts too soon for its free window to be of any use. The stated charge applies from the moment you book.
• Non-refundable — the property sells this rate on the basis that cancelling at any time is charged in full. It is usually the cheapest rate for that room.

The deadline is counted back from the property's own check-in time, not from midnight. A "24 hours before check-in" deadline on a 2:00 PM check-in ends at 2:00 PM the day before.

03How to cancel

Open your booking under "My bookings" and cancel it there. You will be shown what the cancellation costs and what you get back before you confirm — nothing is cancelled until you agree to that figure.

If you cannot reach your booking, write to connect@sutrastack.com or call +91 93174 36614 with your booking reference. Asking the property directly also works; the cancellation reaches us either way, and the refund is handled the same.

04What you get back

You get back what you paid, less any cancellation charge that applies under your rate plan. Where a cancellation charge is retained, it carries the same GST rate as the room, because a charged cancellation is treated as hotel service used.

If you paid a deposit rather than the full amount, the refund is calculated against what you actually paid us, not against the value of the stay. Where the cancellation charge is more than the deposit you paid, the difference remains payable to the property.

Where you chose "pay at hotel" and paid us nothing, there is nothing for us to refund. Any charge the property applies is a matter between you and them.

05When the property cannot honour your booking

If a confirmed booking cannot be honoured — the room is unavailable, or the property closes — we will offer you a comparable alternative. If you do not want it, you are refunded in full, including any cancellation charge that would otherwise have applied. A failure on the property's side is never charged to you.

06How long a refund takes

Refunds go back to the card, UPI ID or account the payment came from. We cannot send a refund to a different instrument, and we cannot pay one out in cash.

An approved refund is released within 5–7 business days. How long it then takes to appear on your statement is set by your bank or card issuer, which is outside our control — for credit cards it can be a further billing cycle.

A refund may reach you in more than one instalment where a booking was paid for in more than one payment. Each instalment goes back to the instrument it came from.

07Not turning up

A booking you do not arrive for, and did not cancel, is a no-show. No-shows are charged in full under every rate plan and earn no refund. If your plans change, cancelling — even late, even after the free window — is almost always cheaper than not arriving.

08If you disagree with a refund

Write to connect@sutrastack.com with your booking reference and tell us what you think the figure should be. We will show you the terms your booking was made under and the arithmetic behind the amount. If that does not settle it, the grievance process in clause 09 of our Terms & Conditions applies.