Cancellation & Refund Policy

1. Cancellation by Guest

All cancellation requests must be submitted in writing to heatistrystays@gmail.com or via Qord's booking management portal. The cancellation date is the date on which Heartistry Stays or Qord receives and acknowledges your written request — not the date of sending.

1.1 Standard Cancellation Tiers

Refunds are calculated based on the number of days between the cancellation date and the scheduled check-in date:

Cancellation Window	Refund Amount	Refund Timeline
30 or more days before check-in	100% of booking amount (excluding non-refundable items)	5–7 business days to source account
15–29 days before check-in	50% of booking amount	5–7 business days to source account
Less than 15 days before check-in	No refund	Not applicable
No-show (failure to check in without cancellation)	No refund	Not applicable

1.2 Non-Refundable Items

The following are non-refundable under all circumstances:

• Platform/service fees charged by Qord (if any, as stated at checkout)
• Cleaning fees (if separately itemised at checkout)
• Security deposits are refundable separately — see the Payment & Billing Policy

2. Cancellation by Heartistry Stays

In the event that Heartistry Stays must cancel a confirmed booking (due to force majeure, property unavailability, safety concerns, or other exceptional circumstances):

• The Guest will be notified as soon as reasonably possible;
• A full refund of 100% of the booking amount paid (including any service fees) will be initiated within 2 business days of cancellation;
• The refund will be credited to the Guest's original payment source within 5–7 business days of initiation;
• Heartistry Stays will endeavour to assist the Guest in finding alternative accommodation but is not obligated to do so.

3. Early Departure

If a Guest checks out before the confirmed check-out date, no refund will be provided for unused nights, unless Heartistry Stays has caused the early departure (e.g. due to property issues deemed uninhabitable). Such claims must be raised before departure and substantiated.

4. Modifications to Bookings

Requests to modify check-in or check-out dates are subject to availability and must be requested at least 7 days before the original check-in date. Modifications are not guaranteed. If a modified booking results in a lower total amount, the difference will be refunded within 5–7 business days. If the modification results in a higher amount, the difference must be paid before the modification is confirmed.

5. Force Majeure

In cases of genuine force majeure events (declared natural disasters, government-mandated travel restrictions, pandemics as declared by WHO or Indian Government), Heartistry Stays may, at its discretion, offer:

• A full credit note valid for 12 months from the original check-in date; or
• A partial or full refund, assessed on a case-by-case basis.

Force majeure does not automatically entitle a Guest to a full cash refund.

6. How to Request a Refund

1. Email heatistrystays@gmail.com with subject line: "Cancellation Request — [Booking Reference]"
2. Include your full name, booking reference number, check-in date, and reason for cancellation.
3. Heartistry Stays / Qord will acknowledge within 1 business day.
4. Once approved, Qord will initiate the refund with EaseBuzz within 2 business days.
5. EaseBuzz will credit the refund to your original payment source within 5–7 business days from initiation.

7. Chargebacks

Guests are required to follow the cancellation and refund process above before initiating a chargeback with their bank or card issuer. Initiating a chargeback without first exhausting the refund process constitutes a breach of these terms and may result in the Guest being barred from future bookings. See the Dispute Resolution Policy for escalation steps.