Cancellation & Refund Policy

This Cancellation & Refund Policy explains what happens if you need to cancel, modify, or shorten a booking made with Kasa De Horizon Hospitality Pvt. Ltd. ("Kasa De Horizon"). It forms part of our Terms & Conditions and applies to every reservation unless a different policy is clearly stated for a specific Property or rate.

To cancel a confirmed booking, please reach out to our reservations team through any of the following channels with your booking reference.

• Email us at stays@kasadehorizon.com with your booking ID and the reason for cancellation.
• Call our guest support line at +91 90000 12345 during business hours.
• A cancellation is only effective once we acknowledge it in writing.

For standard bookings, the refund you receive depends on how far in advance of your check-in date you cancel.

The retained portion helps cover committed property costs, staffing, and the opportunity to re-book the dates. Applicable payment-gateway or transaction fees are non-refundable.

Bookings for peak periods — long weekends, public holidays, and festive dates such as New Year's Eve, Diwali, and Christmas — are in high demand and are governed by a separate policy.

We understand plans change. Where possible, we are happy to help you move your stay to new dates.

• Date-change requests are subject to availability for the new dates.
• Any difference in tariff between the original and new dates is payable by the Guest.
• A request made within 7 days of check-in is treated as a cancellation and re-booking, and the standard refund schedule applies.
• Each booking may be rescheduled once, subject to our confirmation.

Approved refunds are processed to the original payment method used at the time of booking.

• Refunds are initiated within 3 business days of confirming your cancellation.
• The amount typically reflects in your account within 7 – 10 business days, depending on your bank or card issuer.
• Refunds are made in the original currency of payment; any exchange-rate differences are not borne by Kasa De Horizon.

In rare situations — such as an unforeseen maintenance issue, safety concern, or circumstances that make a Property unavailable — we may need to cancel a confirmed booking.

• We will inform you at the earliest and do our best to offer a comparable alternative Property.
• If no suitable alternative is available or accepted, you will receive a full refund of the Booking Amount.
• Our liability in such cases is limited to the Booking Amount paid; we are not responsible for incidental costs such as travel.

If a booking is affected by events beyond reasonable control — such as natural disasters, extreme weather, pandemics, government restrictions, or civil disturbances — standard refund rules may not apply.

In such cases we will make reasonable efforts to offer a credit for a future stay or alternative dates. Cash refunds in force majeure situations are at our sole discretion.

• Failure to arrive without prior notice (a no-show) is treated as a same-day cancellation and is non-refundable.
• If you choose to check out earlier than your booked dates, the nights not stayed are non-refundable.
• Early check-in and late check-out remain subject to availability and any applicable charges.

Regardless of when a cancellation is made, the following are non-refundable:

• Payment-gateway, transaction, and convenience fees.
• Add-on services already arranged on your behalf, such as private chefs, decor, or experiences, once vendors are committed.
• Any government taxes or levies that have already been remitted.

If anything about this policy is unclear, please contact us before booking at stays@kasadehorizon.com. We're glad to help.