Refund Policy

Refund Policy

Last updated: 4 July 2026, 11:00 hrs Indian Standard Time (Asia/Kolkata).

This Refund Policy explains how approved refunds, credits and coupons are handled by Jungleciti Hospitality India Private Limited (“JHIPL”) for Jungleciti House Kaziranga. It must be read with the Booking Policy, Cancellation Policy, Terms & Conditions and the specific refund rules displayed on the booking page, rate plan, payment page, package, OTA voucher or written confirmation.

1. Refund eligibility depends on booking type

Refund eligibility is not the same for all bookings. Every booking may have a different cancellation/refund policy. The terms shown at the time of booking, on the booking page, rate plan, package terms, offer terms, OTA voucher, payment link or written confirmation shall control whether the booking is refundable, partially refundable, non-refundable, credit-only, date-change-only or subject to deductions.

2. Cancellation request required before refund review

For direct and official website bookings, a refund review starts only after the guest sends a valid cancellation request by email to [email protected] and JHIPL acknowledges the request. Cancellation requests through phone, WhatsApp, social media or verbal communication do not create a refund right unless confirmed by JHIPL by email.

3. Refund modes: coupon/credit or original payment

When a refund is approved, JHIPL may process it in one of the following ways depending on the booking type, payment channel, rate plan, supplier recovery and written confirmation:

• Reusable coupon / stay credit: a coupon, credit note or booking credit that can be used for a future eligible booking with JHIPL, subject to validity, availability, blackout dates, rate difference and terms mentioned in the coupon.
• Original mode of payment: reversal to the same card, UPI, bank account, wallet, gateway or payment method used at the time of booking, where technically possible and allowed by the booking terms.
• Alternate bank transfer: where the original payment method has failed, expired or is technically unavailable, JHIPL may request verified bank details and process refund by bank transfer where legally and operationally permitted.

Cash refunds are not normally provided. A coupon or credit may be offered instead of cash where the booking terms allow credit-only refund, where a non-refundable booking is being accommodated as a goodwill gesture, where supplier recovery is restricted, or where original payment reversal is not technically possible.

4. Deductions and non-refundable amounts

Approved refunds may be reduced by applicable cancellation charges, one-night charges, percentage charges, payment gateway charges, bank charges, card network charges, convenience fees, taxes already remitted where not recoverable, OTA commissions, supplier charges, safari/transport/operator deductions, foreign exchange losses, chargeback costs, coupon issuance adjustments, damage recovery, unpaid dues and any other deduction allowed by the booking terms or applicable law.

5. Non-refundable cases

The following are generally non-refundable unless the booking terms expressly state otherwise or applicable law requires otherwise:

• non-refundable rate plans, advance-purchase offers and discounted promotional bookings;
• December, January, long weekend, festival, event, high-season and special-inventory bookings;
• no-shows, late cancellations, early departures and unused nights/services after check-in;
• safari permits, park authority charges, outsourced transport, guide fees, third-party services and high-season procurement commitments marked non-refundable by the supplier or authority;
• bookings cancelled because of false information, invalid ID, illegal activity, damage, unpaid dues, violation of hotel rules or unruly behaviour.

6. Processing timelines

After written refund approval, JHIPL normally initiates eligible refunds within 14 working days for direct bookings. The time taken for the amount to reflect depends on the bank, payment gateway, card network, UPI system, wallet, OTA, foreign bank or intermediary and may take longer. International or cross-border refunds may take 30 to 45 working days or more after processing, depending on the financial institutions involved. Coupon or credit issuance may be faster but remains subject to internal verification.

7. OTA, travel agent and partner-platform refunds

For bookings made through OTAs, travel agents, marketplaces, corporate travel platforms or other booking partners, refunds must be requested through the same channel. OTA refunds, OTA wallet credits, OTA cancellation fees, OTA service charges, card reversals, customer data, card data, phone number, email ID, payment verification and refund timelines are controlled by the OTA or platform and are not under JHIPL’s direct control. JHIPL may confirm stay status or cancellation status to the OTA where required, but the guest must follow the OTA’s refund process.

8. Third-party and outsourced-service refunds

Refunds for safari services, government permits, park entries, transport, outsourced food/event services, guides, cultural programmes, high-season procurement and independent operators depend on whether the relevant authority, operator or supplier refunds the amount to JHIPL. If a supplier deducts an amount or refuses refund, JHIPL may pass on that deduction/refusal to the guest. JHIPL is not required to refund amounts that it has already paid or become liable to pay to a non-refundable supplier unless the booking terms or law require otherwise.

9. Coupons and credits

• Coupons/credits may have validity dates, blackout dates, stay-date restrictions, room/category restrictions, minimum-stay requirements and price-difference rules.
• Coupons/credits are normally not redeemable for cash unless JHIPL expressly confirms otherwise in writing.
• Loss, misuse, expiry or unauthorised transfer of a coupon/credit may result in forfeiture.
• Future bookings using coupons/credits are subject to live availability and prevailing rates. If future rates are higher, the guest must pay the difference.

10. Refund documents and verification

JHIPL may ask for booking confirmation, payment proof, identity confirmation, bank details, cancelled cheque/bank proof, OTA voucher, legal documents or other supporting information before processing a refund. Incorrect bank details, mismatched names, suspected fraud, duplicate claims or incomplete documentation may delay or prevent refund.

11. Double payment, failed payment and overpayment

If a guest is charged twice or pays an excess amount for the same confirmed direct booking, JHIPL will verify the payment records and process refund or adjustment after reconciliation. Failed payments, pending debits, payment gateway holds or bank authorisation holds may need to be resolved with the bank/gateway and may not be treated as received by JHIPL until settlement is confirmed.

12. Legal set-off and recovery

JHIPL may set off any approved refund against unpaid room charges, food and beverage bills, taxes, damages, repair/replacement costs, cleaning charges, chargeback fees, cancellation charges, supplier costs or other dues payable by the guest or booking party.

13. Final refund decision

Refund decisions are based on the booking contract, rate plan, actual payment received, cancellation timing, supplier rules, statutory requirements and documented circumstances. Any goodwill coupon, partial credit or exceptional waiver by JHIPL does not create a precedent or future entitlement.

14. Governing law and jurisdiction

This Refund Policy is governed by the laws of India. Subject to non-waivable consumer rights and mandatory legal forums, disputes relating to JHIPL-controlled direct bookings, refunds, credits and coupons shall be subject to the jurisdiction of the competent courts and forums at Nagaon, Assam, India.