Refund & Cancellation Policy

1. Cancellation by the Guest

Refunds for Guest-initiated cancellations depend on when you cancel relative to your check-in date.

1.1 Short stays (less than 30 nights)

1.2 Monthly rentals (30 nights or more)

• Before check-in: Same as short-stay table above.
• After check-in, less than 15 days used: 30 days' notice required; pro-rata refund of unused rent minus one month's rent as penalty.
• After check-in, more than 15 days used: No refund of the current month's rent. Subsequent months refundable with 30 days' notice.

1.3 Peak season & event bookings

Bookings during Onam, Christmas, New Year, or major local events may have stricter cancellation terms, which will be disclosed at the time of booking.

2. Cancellation by Airport View Suites

In rare cases, we may need to cancel your Booking (e.g., Suite withdrawn by Owner, force majeure, safety issue). If we cancel:

• Alternative Suite offered: You may accept a comparable or better Suite at the same rate, or decline and receive a 100% refund.
• No alternative available: 100% refund of all amounts paid, plus assistance finding alternative accommodation.
• Force majeure: Full refund of amounts paid for the unavailed stay, or free date-change, at your option.

3. Refund Processing

• Method: Refunds are processed to the original payment method (UPI, bank transfer, card).
• Timeline: 7–10 working days from approval.
• Gateway fees: Non-refundable third-party payment gateway charges (typically 2–3%) are deducted where applicable.
• Bank charges: Any bank/currency conversion charges are the Guest's responsibility.
• GST: GST on cancelled services is refunded where the cancellation occurs before service delivery.

4. Security Deposit Refund

The refundable security deposit is returned within 7 working days of checkout, less any deductions for:

• Damage to property, furnishings, or fixtures.
• Missing items (linens, utensils, electronics, keys).
• Unpaid utilities, extra services, or late checkout fees.
• Excessive cleaning beyond normal use (e.g., smoking in a non-smoking Suite).

An itemised deduction statement will be provided by email.

5. Extensions

• Extensions are subject to availability and must be requested at least 7 days before your scheduled checkout.
• Extension rates may differ from your original booking rate (especially during peak season).
• Confirmed extensions require payment of the next period's rent on or before the previous period's last day.
• If you overstay without a confirmed extension, a penalty of 2× the daily rate applies for each day beyond checkout.

6. Early Checkout

Early checkout does not automatically entitle you to a refund. For monthly rentals, the 30-day notice rule applies. For short stays, unused nights are not refundable unless otherwise agreed in writing.

7. Medical & Emergency Exceptions

We understand emergencies happen. With documented proof (hospital admission, medical certificate, death certificate, or similar), we will:

• Offer a free date change for the affected period, OR
• Process a pro-rata refund of unused nights after deducting one night's rent as administrative charge.

8. How to Request a Refund

1. Email refunds@airportviewsuites.com with your Booking Reference.
2. State the reason for cancellation and attach any supporting documents.
3. We acknowledge within 24 hours and process eligible refunds within 7 working days.
4. You will receive email confirmation once the refund is initiated.

9. Disputes

If you disagree with a refund decision, contact our Grievance Officer at grievance@airportviewsuites.com. Disputes are subject to the exclusive jurisdiction of courts in Ernakulam District, Kerala.