Cancellation & Refund Policy

Trekking Cougars Cancellation & Refund Policy

Last Updated: 27-02-2025

At Trekking Cougars, we aim to create a fair, transparent, and hassle-free cancellation and refund policy for both Customers (travelers) and Hosts (property owners/managers). This policy is designed to minimize disputes, protect the interests of both parties and ensure smooth transactions.

1. General Guidelines

1.1 Applicability

This policy applies to all bookings made through the Trekking Cougars Platform. Both Customers and Hosts must adhere to these terms.

1.2 Notification of Cancellations

• Customers: All cancellations must be initiated through the Platform. Verbal or email cancellations will not be considered valid.
• Hosts: Hosts must notify the Customer and Trekking Cougars immediately if they need to cancel a confirmed booking.

2. Cancellation by Customers

2.1 Time-Based Refunds

Refunds depend on when the Customer cancels relative to the check-in date. The following tiers apply:

1. More than 7 Days Before Check-In:
   • Refund: 100% of the total booking amount.
2. 3 to 7 Days Before Check-In:
   • Refund: 70% of the total booking amount.
   • Note: From the 30% the host is compliant to pay 9% to the platform.
3. Less Than 3 Days Before Check-In or No-Show:
   • Refund: No refund will be issued.
   • Note: Host will be compliant to pay 9% to the platform.

2.2 Non-Refundable Bookings

Some Hosts may offer “Non-Refundable” rates to provide discounted pricing. In such cases:

• Refund: No refunds will be issued regardless of when the cancellation occurs.

2.3 Partial Stays

If a customer decides to leave early during their stay:

• Refund: No refunds will be issued for unused nights.

3. Cancellation by Hosts

3.1 Valid Reasons for Cancellation

Hosts may cancel a booking only under exceptional circumstances, such as:

• Natural disasters (e.g., floods, earthquakes).
• Government-imposed restrictions (e.g., lockdowns).
• Property damage making it uninhabitable.

3.2 Penalties for Invalid Cancellations

If a Host cancels a confirmed booking without a valid reason:

• Refund: The Customer will receive a full refund of the booking amount.
• Penalties:
  • Reimbursement of any additional costs incurred by the Customer (e.g., alternative accommodation).
  • Suspension of the Host’s account for repeated offenses.

3.3 Alternative Arrangements

If a Host cancels due to valid reasons, they must:

• Provide alternative accommodations of equal or higher value at no extra cost.
• If no alternatives are available, the Customer will receive a full refund.

4. Force Majeure

In cases of unforeseen events beyond our control (e.g., pandemics, natural disasters, riots), Trekking Cougars reserves the right to modify this policy. Affected parties will be notified promptly, and reasonable efforts will be made to resolve the situation fairly.

5. Dispute Resolution

5.1 Mediation by Trekking Cougars

If a dispute arises regarding cancellations or refunds, Trekking Cougars will mediate between the Customer and Host. Evidence such as communication records, photos, or receipts may be requested to assess the situation.

5.2 Outcomes

• If the Host is found at fault, the Customer will receive a full refund.
• If the Customer is found at fault, no refund will be issued.

6. Processing Refunds

6.1 Timeline

• Refunds will be processed within 7-10 business days after approval.
• The timeline may vary depending on the payment method used (e.g., credit cards, UPI, bank transfers).

6.2 Method

• Refunds will be issued via the original payment method unless otherwise agreed upon.

7. Special Cases

7.1 Emergency Situations

In emergencies (e.g., medical issues, death in the family), Customers may request a refund by providing supporting documentation (e.g., medical certificates, death certificates). Trekking Cougars will review such cases on a case-by-case basis.

7.2 Overbooking

If a Host accidentally overbooks a property, they must:

• Provide alternative accommodations of equal or higher value at no extra cost.
• If no alternatives are available, the Customer will receive a full refund and compensation (if applicable).

8. Contact Us

For questions or assistance regarding cancellations and refunds, please contact us:

• Customer/Host Support: support@trekkingcougars.com