Cancellation & Refund Policy

A StayNaut journey may include several components, including StayNaut's planning and coordination services, accommodation, transportation, local guides, Journey Managers, experiences, and other third-party services.

These components may have different cancellation and refund conditions because the relevant third-party suppliers establish their own terms. Those terms may vary depending on the supplier, service, travel date, availability, and the timing of the cancellation.

This policy explains the general framework used by StayNaut. The specific cancellation, amendment, and refund terms applicable to your journey will be communicated to you before confirmation and will form part of your booking terms.

StayNaut's planning and coordination charges reflect the work involved in understanding your requirements, designing your journey, coordinating suppliers, making arrangements, and managing the journey.

Once work has been undertaken or arrangements have been made on your behalf, some or all of StayNaut's planning and service charges may become non-refundable. The applicable treatment will be communicated to you as part of your proposal or booking terms.

Where a confirmed booking is cancelled, any refund of StayNaut's own charges will depend on the stage of planning, work already completed, and the cancellation terms applicable to your booking.

Accommodation, transportation, guides, experiences, and other services arranged through third-party suppliers are subject to the cancellation terms of the relevant supplier.

Supplier cancellation charges may increase as the travel date approaches and some services may become fully non-refundable after confirmation or after a specified deadline.

StayNaut will communicate the applicable supplier terms as part of the booking process where reasonably practicable. Where a supplier permits a refund, StayNaut will take reasonable steps to recover the refundable amount and pass the applicable recovered amount on to you, after accounting for any permitted deductions.

Certain services may be non-refundable once confirmed because they involve advance commitments, limited availability, bespoke arrangements, or supplier terms that do not permit cancellation or refund.

This may include specially arranged experiences, limited- availability services, customised local arrangements, or other services specifically committed for your journey.

Where a service is non-refundable or subject to a special cancellation condition, StayNaut will communicate that condition before you confirm the relevant arrangement wherever reasonably practicable.

If you wish to change or cancel a confirmed booking, please notify your Journey Manager or StayNaut in writing by email or WhatsApp as soon as possible.

StayNaut will assess the request against the cancellation and amendment terms applicable to your booking. Any refund will generally be calculated after taking into account applicable StayNaut charges, supplier cancellation charges, non-refundable amounts, and any other charges permitted under the booking terms.

A requested change is not considered confirmed until StayNaut confirms the change in writing. Changes may also result in revised pricing where supplier availability or rates have changed.

StayNaut will make reasonable efforts to provide the services included in a confirmed booking. If StayNaut needs to cancel or materially change a confirmed arrangement for reasons within StayNaut's reasonable control, StayNaut will seek to provide a suitable alternative where reasonably possible.

Where an alternative cannot reasonably be provided, StayNaut will determine the applicable refund based on the affected services, amounts paid, and the terms applicable to the booking.

Nothing in this section limits any rights or remedies that may be available to you under applicable law.

If a hotel, transport operator, guide, experience provider, or another supplier cancels or is unable to deliver a confirmed service, StayNaut will make reasonable efforts to arrange a suitable alternative where possible.

Where a refund is available from the supplier, StayNaut will take reasonable steps to recover it and will pass the recoverable amount to you in accordance with the applicable booking terms.

StayNaut cannot guarantee a full refund where the relevant supplier does not provide one or where the supplier's terms make the affected amount non-refundable.

A journey may be disrupted, delayed, changed, or cancelled by circumstances outside the reasonable control of StayNaut or the relevant suppliers. These may include severe weather, natural disasters, government restrictions, road or transport closures, civil unrest, security restrictions, public health measures, or decisions or closures by religious or local authorities.

In such circumstances, StayNaut will make reasonable efforts to assist with alternative arrangements and to recover amounts that are refundable from relevant suppliers.

Refunds in force majeure situations will depend on the amounts actually recoverable from suppliers and the terms applicable to the affected booking. StayNaut will act reasonably and in good faith in dealing with such circumstances.

Where a refund is due, StayNaut will process the applicable refund after the refundable amount has been determined and, where necessary, recovered from the relevant supplier.

Where a supplier refund is pending, the timing of your refund may depend on the supplier's processing time. StayNaut will make reasonable efforts to keep you informed where a material delay is known.

Refunds will generally be made using the original payment method, unless another method is agreed or required by applicable payment provider procedures.

Payment gateway, bank, currency conversion, or other transaction charges may apply to payments made for a journey.

Where such charges are non-refundable and have already been incurred in processing a payment, the corresponding amount may be deducted from a refund to the extent permitted by the applicable booking and payment terms.

If you do not arrive for a confirmed and scheduled service without providing reasonable prior notice, the affected service will generally be treated as cancelled or unused.

In such circumstances, the service may be non-refundable because StayNaut or the relevant supplier may already have committed or paid for the service on your behalf.

Any exception will depend on the circumstances and the cancellation terms applicable to the booking.

If you choose not to use part of a confirmed journey after the journey has started, the unused portion will generally be non-refundable where the relevant service has already been committed, paid for, or made available for your use.

Any refund or adjustment will depend on the applicable supplier terms and the specific circumstances of the booking.

To request a cancellation, amendment, or refund, contact your Journey Manager directly or write to support@staynaut.in with your booking details and the change you would like to make.

Cancellation requests should be made as early as possible because supplier cancellation charges may depend on the time at which the request is received.