Cancellation & Refund Policy

This policy explains the platform-level cancellation and refund workflow. A property may also display property-specific cancellation rules before booking; those rules should be read together with this policy.

1. Pending bookings

A customer may cancel a booking while it is still pending where the app provides that action. No successful payment should be treated as refundable merely because a request was created; the actual payment status shown in the app controls.

2. Approved paid short-stay bookings

Before verified check-in, an eligible approved paid short-stay booking may show a Request Cancellation / Refund action. The request is reviewed through the platform workflow and is not an automatic promise of refund.

3. Verified check-in protection

Once customer check-in has been successfully verified using the secure OTP workflow, normal cancellation/refund is locked for that stay. Sending the OTP without successful verification does not by itself lock the normal pre-check-in cancellation workflow.

4. Exceptional disputes after check-in

If there is a serious service, safety, fraud or property-related issue after verified check-in, use Help & Support. Such cases are handled as disputes and may require evidence; they are not processed through the normal cancellation button.

5. Long stays

Long-stay arrangements may use a separate vacate/request workflow where provided by the app. Applicable rent, notice and payment terms shown for that booking continue to apply.

6. Refund processing

When a refund is approved and processed through the payment provider, completion time can depend on the payment provider and the customer's bank/payment method. The app may display refund IDs and status where available.

7. Owner cancellation / inability to honor booking

If an owner cannot honor an approved booking, the owner should immediately use the platform's booking/support tools. Apna Spot may review repeated owner cancellations or misleading availability as a quality or policy issue.

8. Contact

For cancellation or refund help, use Help & Support in the app or email support@apnaspot.in.