This Refund and Cancellation Policy ("Policy") outlines the terms under which MoveTara Stay ("we", "us", "our") processes booking cancellations, refunds, and related requests for accommodation reservations made through the MoveTara Stay mobile application ("App"). This Policy forms part of our Terms of Service.

1. Cancellation by User (You)

You may cancel a confirmed booking at any time before your check-in date. The refund you receive depends on how far in advance you cancel relative to your scheduled check-in date and time. See Section 2 for the detailed refund schedule.

• Cancellations are effective from the moment you confirm the cancellation in the App or receive email confirmation from our support team
• The cancellation timestamp (IST — Indian Standard Time) determines which refund tier applies
• Once cancelled, the bed/room is released back to the Property Partner and may be booked by another user
• Cancelled bookings cannot be reinstated. You must make a new booking if you wish to rebook

2. Cancellation Tiers & Refund Schedule

The following refund tiers apply based on the time of cancellation relative to your check-in date:

Summary Table

Cancellation Timing	Refund %	Cancellation Charge
More than 48 hours before check-in	100%	None
24–48 hours before check-in	75%	25%
Less than 24 hours before check-in	50%	50%
After check-in time / No-show	0%	100%

3. No-Show Policy

A "no-show" occurs when you fail to check in at the property by the end of the scheduled check-in day without cancelling your booking in advance.

• No-shows are non-refundable — the full booking amount is forfeited
• The Property Partner is not obligated to hold your accommodation beyond the check-in day
• If you are running late, contact the Property Partner or our support team before the check-in deadline to avoid being marked as a no-show
• For multi-night bookings, a no-show on the first night may result in cancellation of the entire booking at the Property Partner's discretion

4. Cancellation by Property Partner

If a Property Partner cancels your confirmed booking:

• We will notify you immediately via push notification and/or SMS when a Property Partner cancellation occurs
• We will make reasonable efforts to help you find alternative accommodation at a comparable or better property
• If the alternative accommodation costs more than your original booking, MoveTara will cover the price difference up to 20% of the original booking value
• Property Partners who repeatedly cancel confirmed bookings may be suspended or removed from the platform

5. Cancellation by MoveTara

MoveTara may cancel a booking in the following circumstances:

• Suspected fraudulent activity or violation of our Terms of Service
• Payment failure or chargeback initiated on the booking transaction
• Safety concerns reported about the property
• Technical error resulting in an incorrect booking (e.g., double-booking due to system error)

In cases where the cancellation is not due to user fault (e.g., system error, safety concern), a full refund will be issued. For fraud or Terms violation, no refund will be provided.

6. Partial Stay & Early Departure

If you check in but leave before your scheduled check-out date:

• No automatic refund is provided for unused nights in a confirmed booking
• If the early departure is due to a property issue (safety, cleanliness, misrepresentation), report it immediately to support@movetara.com with photographic evidence
• Verified property issues may entitle you to a pro-rata refund for the unused nights after investigation (typically within 7 business days)
• Disputes about property quality must be raised within 24 hours of check-in to be eligible for a refund

7. Booking Modifications

• Date changes: Subject to availability. If the new dates are cheaper, the difference is refunded. If more expensive, you pay the difference
• Room/bed upgrades: Subject to availability and price difference
• Shortening stay: Treated as a partial cancellation — refund eligibility for removed nights follows the cancellation tier schedule
• Extending stay: Subject to availability and charged at the prevailing rate
• Modifications can be requested via the App (Bookings section) or by emailing support@movetara.com
• Some bookings may be non-modifiable based on the Property Partner's policy, which will be indicated during booking

8. How to Cancel a Booking

Option 1: In-App (Recommended)

• Open MoveTara Stay → My Bookings → Select the booking → Cancel Booking
• Review the applicable refund amount → Confirm cancellation
• You will receive an instant confirmation with refund details

Option 2: Via Email

• Email support@movetara.com with subject: "Booking Cancellation — [Booking ID]"
• Include: Your registered phone number, booking ID, and reason for cancellation
• Email cancellations are processed within 4 hours during business hours (9 AM – 9 PM IST, Mon–Sat)

9. Refund Processing & Timeline

Payment Method	Refund Timeline
UPI (GPay, PhonePe, Paytm, etc.)	3–5 business days
Debit Card	5–7 business days
Credit Card	5–10 business days (may vary by bank billing cycle)
Net Banking	5–7 business days
Wallets (Paytm, etc.)	3–5 business days

• All refunds are processed to the original payment method used for the booking — we cannot refund to a different account or method
• Refunds are initiated by Razorpay (our payment partner). The actual credit time depends on your bank or payment provider
• You will receive a refund confirmation via push notification and email once the refund is initiated
• If you do not receive your refund within the stated timeline, contact your bank first, then reach out to us at support@movetara.com

10. Platform Service Fee Refunds

MoveTara Stay may charge a platform service fee on each booking. The refundability of this fee depends on the cancellation scenario:

Scenario	Service Fee Refunded?
Cancellation more than 48 hours before check-in	Yes — fully refunded
Cancellation 24–48 hours before check-in	No
Cancellation less than 24 hours / No-show	No
Cancelled by Property Partner	Yes — fully refunded
Cancelled by MoveTara (system error / safety)	Yes — fully refunded

11. Failed or Double Payments

• Failed payment, amount debited: If your payment fails but the amount is debited from your account, the amount will be automatically refunded by Razorpay within 5–7 business days. No booking is created in this case
• Double payment: If you are charged twice for the same booking due to a technical error, the duplicate amount will be automatically detected and refunded within 5–7 business days
• If auto-refund does not occur within the stated timeline, email support@movetara.com with your transaction ID and bank statement showing the double debit

12. Force Majeure & Extraordinary Circumstances

In the event of extraordinary circumstances beyond the control of either party, including but not limited to:

• Natural disasters (floods, earthquakes, cyclones)
• Government-imposed lockdowns, curfews, or travel restrictions
• Civil unrest, strikes, or transportation shutdowns
• Medical emergencies (documented hospitalization of the user)
• Pandemic-related restrictions that prevent travel

In such cases:

13. Disputes & Chargebacks

• For any payment dispute, first contact support@movetara.com with your booking ID and details of the issue
• If you are unsatisfied with our resolution, you may escalate to the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019
• You may also file a complaint with our Grievance Officer (see our Privacy Policy Section 18)

14. Non-Refundable Scenarios

The following scenarios are not eligible for any refund:

• No-show without prior cancellation
• Early departure from a confirmed booking (unless due to verified property issues — see Section 6)
• Cancellation after check-in
• Bookings cancelled due to user's violation of our Terms of Service
• Bookings where a chargeback has been filed with the bank without contacting us first
• Dissatisfaction with the property that was not reported within 24 hours of check-in
• Personal preference changes (e.g., "changed my mind", "found a cheaper option")

15. Changes to This Policy

We may update this Refund and Cancellation Policy from time to time. Material changes will be communicated via push notification and/or in-app notice at least 14 days before taking effect. The updated policy will be posted at this URL with a revised "Last Updated" date. Bookings made before the policy change will be governed by the policy in effect at the time of booking.

16. Governing Law

This Policy is governed by the laws of the Republic of India, including:

• Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020
• Payment and Settlement Systems Act, 2007
• Information Technology Act, 2000

Any disputes arising under this Policy shall be subject to the exclusive jurisdiction of the competent courts in Hyderabad, Telangana, India.

17. Contact