Gyan Garbh / Customer information
Cancellation & Refund Policy
Understand cancellation, payment reversal and booking changes before you book.
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1. Read your booking terms first
Cancellation conditions vary by property, service, room/rate and date. Review the published conditions and any saved free-cancellation deadline before confirming. If a listing has not published cancellation terms, ask support before booking rather than assuming free cancellation. A later change to a listing does not replace the conditions already agreed for your booking. Mandatory consumer rights continue to apply.
2. How to cancel a hotel booking
Sign in and open Profile > Bookings. Open the booking, use Cancel when available, provide a reason and check the returned status. The self-service action is available only for eligible bookings owned by the signed-in customer; checked-in or completed stays cannot be cancelled through that action. Contact support if the option is unavailable or the request fails. A conversation or an unsent WhatsApp draft is not a completed cancellation.
3. Pay at Hotel bookings
Gyan Garbh cannot refund money it did not collect. If you paid the property directly, contact the property and support with the receipt and booking reference. Any applicable cancellation or no-show charge must follow the conditions disclosed for that booking and applicable law.
4. Online payments and refund review
Cancelling the reservation does not mean the money has already returned. For a captured online payment cancelled within its saved free-cancellation window, the system can initiate a gateway refund. Payments outside that window, or with no saved deadline, may require review. The payment/refund status in the booking is separate from the stay status. An authorised, pending or failed payment is not the same as a captured payment.
5. Refund amount, timing and destination
The approved amount depends on the agreed booking terms and payment records. We will explain any deduction rather than introduce an undisclosed blanket cancellation fee. Gateway refunds normally go to the original payment method. Bank or provider processing can take additional time after a refund is submitted; this policy does not promise a fixed completion date. Ask support for the available refund reference and payment status if the money is delayed. Any statutory refund requirements still apply.
6. Failed, duplicate or late payment
If money is debited but the booking shows unpaid, do not repeatedly pay without checking the booking. Send support the booking ID, amount, payment reference and transaction date, with sensitive bank/card information masked. The gateway/bank record must be reconciled before we can confirm a payment or refund. Test-mode transactions have no real-money refund.
7. Hotel cancellation, unavailability and changes
If a confirmed provider cannot deliver the service, contact support promptly. Available remedies may include an agreed alternative or an eligible refund, depending on the circumstances and applicable law. We do not promise a guaranteed substitute property. Date, room or guest changes require availability and may change the price; they are not automatic.
8. Tours, rides and local assistance
A request awaiting a quote or acceptance is not a confirmed service. Cancellation and refund conditions for a confirmed tour, ride or local-assistance service must be disclosed with that service. Contact support to request a change or cancellation if no self-service control is offered.
9. Need help?
Open the Help centre with your booking reference and the issue. If you cannot sign in, use WhatsApp Support Only on the Help centre. Please send a message; calling support is not currently available. Never share your password, OTP, CVV or card PIN to obtain a refund.