Cancellation & Refund Policy

1. Overview

This policy explains how cancellations and refunds work for accommodation booked through OPALSTAYS, operated by OPALSTAYS PRIVATE LIMITED. It forms part of our Terms & Conditions.

2. Each Property Has Its Own Cancellation Policy

Every property sets its cancellation policy. It is shown on the property page, on the booking page before you pay, and in your booking confirmation. A typical policy reads:

• Full refund if you cancel at least a set number of days before check-in;
• a partial refund (a set percentage) if you cancel later, up to a second cut-off;
• no refund after that.

The policy that applies is the one shown when you made your booking, even if the property changes its policy later.

Days are counted as calendar days in India (IST) from the day you ask to cancel to the check-in date.

3. How to Cancel

Sign in, open My Bookings, choose the booking and select Request cancellation, giving a reason. You can also contact us by email or phone.

Online cancellation is available until the check-in date. After check-in has started, please contact us.

Our team reviews each request and confirms the outcome and any refund amount by email.

4. Refund Amount

The refund is the percentage given by the property’s cancellation policy applied to the amount you paid, including taxes, for that booking.

If part of your booking has already been refunded, only the remaining amount can be refunded.

5. When You Receive a Full Refund

• The property or OPALSTAYS cancels your confirmed booking, or the property cannot provide the booked accommodation, and you do not accept a suitable alternative.
• You were charged but your booking could not be confirmed (for example the room was no longer available, or your payment completed after the hold expired).
• You were charged more than once for the same booking (the duplicate amount is refunded).
• Your cancellation falls within the full-refund period of the property’s policy.

6. No-shows and Early Departure

If you do not arrive and do not cancel before check-in, the booking is treated as a cancellation on the check-in date and the property’s policy applies; usually no refund is due.

Unused nights after an early departure are not refunded unless the property agrees.

7. Bookings Not Yet Paid

For booking requests, nothing is charged until you pay the payment request. If you cancel before paying, or the payment deadline passes, no money is taken and nothing is refunded.

8. How and When Refunds Are Paid

Refunds are made to the original payment method (card, UPI or bank account) through our payment service provider, Cashfree Payments. We cannot refund to a different account or in cash.

We start an approved refund within 7 working days of approving it. It usually reaches your account within 5–7 working days after that, depending on your bank or card issuer.

You will receive an email when the refund is started and when it is completed.

9. Changing a Booking

To change dates, rooms or guests, contact us. Changes depend on availability and the property’s rules, and the price may change. A change that shortens or cancels part of a stay is treated under this policy.

10. Holiday Packages and Cabs

Cancellation and refund terms for holiday packages and cab bookings are shared with you when we confirm them in writing.

11. Contact Us

For cancellations, refunds or complaints, please contact:

• Company Name: OPALSTAYS PRIVATE LIMITED
• Website: https://opalstays.co.in
• Email: opalstaysindia@gmail.com
• Phone: +91 97259 55563
• Registered Office: 312, 3rd Floor, Shikhar Complex, Near Surya Complex, Memnagar, Ahmedabad, Gujarat, 380052, India
• Grievance Officer: Henil Lathidadiya (opalstaysindia@gmail.com)