(Valestay — Guest & Host Protection)
1. Overview
This Refund & Cancellation Policy governs all bookings made through Valestay (https://valestays.com).
By making a booking on Valestay, guests and hosts agree to the terms described below.
2. Booking Confirmation
A booking is confirmed only when:
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Full payment or required advance payment is successfully completed, and
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The guest receives a booking confirmation via email, WhatsApp, or dashboard notification.
Valestay acts as an online booking platform connecting guests and property hosts.
3. Cancellation by Guest
Cancellation charges depend on the timing of cancellation before check-in.
Flexible Cancellation
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Cancel 48 hours before check-in → 100% refund (excluding payment gateway charges).
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Cancel within 48 hours → First night non-refundable.
Moderate Cancellation
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Cancel 5 days before check-in → Full refund.
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Cancel within 5 days → 50% refund.
Strict Cancellation
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Cancel 7 days before check-in → 50% refund.
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Cancel within 7 days → No refund.
(Hosts may choose their cancellation policy per listing.)
4. No-Show Policy
If the guest:
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Fails to check in, or
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Does not inform the host or Valestay,
the booking will be marked as No-Show, and no refund will be issued.
5. Early Check-Out
If a guest checks out earlier than scheduled:
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Remaining unused nights are non-refundable, unless approved by the host.
6. Cancellation by Host
Hosts must avoid cancellations after accepting bookings.
If a host cancels:
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Guest receives 100% refund.
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Valestay may assist the guest in finding alternative accommodation.
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Repeated host cancellations may lead to listing suspension.
7. Cancellation by Valestay
Valestay reserves the right to cancel bookings if:
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Fraudulent activity is detected
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Payment failure occurs
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Listing becomes unavailable
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Safety or legal concerns arise
In such cases, guests will receive a full refund.
8. Refund Processing Timeline
Approved refunds are processed as follows:
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Refund initiated within 5–7 business days
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Bank/card processing may take 7–10 business days
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UPI refunds typically processed faster
Refunds are issued using the original payment method.
9. Service Fees & Payment Charges
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Payment gateway fees may be non-refundable.
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Convenience or platform service fees may be deducted where applicable.
10. Non-Refundable Situations
Refunds will not be issued for:
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Violation of property rules
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Misconduct or illegal activities
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Damage to property
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False booking information
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No-show situations
11. Force Majeure (Unavoidable Events)
Refund eligibility may change during events beyond control, including:
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Natural disasters
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Government restrictions
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Pandemic lockdowns
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Travel bans
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Civil disturbances
Valestay will evaluate such cases individually.
12. Host Property Rules
Each property may have additional rules regarding:
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Check-in timings
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Visitor policies
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Pet policies
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Security deposits
Guests must review listing details before booking.
13. Dispute Resolution
If disputes arise:
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Guest should contact host first.
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If unresolved, contact Valestay Support.
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Valestay will review evidence from both parties and make a final decision.
14. Contact for Refund Requests
For cancellations or refund support:
Email: support@valestays.com
Website: https://valestays.com