Policy Summary
The table below summarises refund eligibility, cancellation fees, and applicable timeframes for all direct bookings at Cloud 10.
| Scenario | Cancellation Fee | Refund | Window / Timeframe |
|---|---|---|---|
| Guest cancels (any time after 24 hrs) | ₹ 0 | No Refund | Full booking amount forfeited |
| Guest cancels within 1 day of booking | ₹ 0 | Under Review | Request within 24 hrs of payment |
| Guest no-show | ₹ 0 | No Refund | Booking forfeited on check-in day |
| Early checkout by guest | ₹ 0 | No Refund | Remaining nights not refunded |
| Accommodation not as described | ₹ 0 | Under Review | Must be reported within 1 day of check-in |
| Cancellation by host | ₹ 0 | 100% Refund | Processed within 6 business days |
| Payment / technical error | ₹ 0 | 100% Refund | Must be reported within 24 hours |
Non-Refundable Policy
All direct bookings at Cloud 10 are strictly non-refundable. By completing payment, you acknowledge and accept that no refund will be issued for cancellations, no-shows, or early checkouts for any reason. There is no cancellation fee — the full booking amount is simply non-refundable in these cases.
This policy exists because Cloud 10 is a single-unit boutique property. A cancelled booking means the dates remain blocked with no revenue — unlike hotels with multiple rooms to fill. We appreciate your understanding.
Cancellation requests may be considered only if submitted within 1 day (24 hours) of the original booking payment, provided the booking has not yet been confirmed or communicated to our operations team. Requests made beyond this window cannot be entertained.
Refund Eligibility & Timeframes
Refunds of 100% are issued only in the following circumstances:
- Host-initiated cancellation — if Cloud 10 cancels a confirmed booking for any reason, a full 100% refund is issued to the original payment method within 6 business days. No cancellation fee applies.
- Technical payment / billing error — duplicate charges or payment processing errors reported within 24 hours of the transaction are eligible for review and a 100% refund of the erroneous amount, processed within 6 business days.
- Accommodation not as described or quality concern — if the accommodation received materially differs from what is shown on the Platform, please notify our customer service team within 1 day of check-in. The team will investigate and, if the concern is substantiated, an appropriate refund will be considered. Refunds approved under this clause will be processed within 6 business days.
All other scenarios — guest cancellations beyond the 24-hour window, no-shows, early departures, and date-change requests that cannot be accommodated — are not eligible for a refund. The cancellation fee in all guest-initiated scenarios is ₹0; however, the full booking amount paid is non-refundable.
Refund processing: All approved refunds (100% of the eligible amount) are returned to the original payment method used at the time of booking — UPI account or source bank account. Refunds are processed within 6 business days of approval. Actual credit timing may additionally depend on your bank or payment provider.
Cancellation Scenarios
How to Request a Refund or Report a Cancellation
To request a refund (if eligible) or to notify us of a cancellation, follow these steps:
- Email hey@cloud10studios.in with subject line: "Refund Request – [Your Booking Reference]"
- Include your full name, booking reference, check-in date, and reason for the request
- Attach proof of payment — UPI transaction screenshot or transaction ID
- We will acknowledge your request within 2 business days and communicate our decision
- Approved refunds (100% of the eligible amount) are processed within 6 business days to the original UPI / payment method
For payment / billing errors only: requests must be submitted within 24 hours of the transaction. Requests submitted after this window cannot be processed.
For accommodation quality or accuracy concerns: the report must be made within 1 day of check-in to be considered eligible for review.
Date Modifications
While cancellations are non-refundable, we understand that plans change. If you need to modify your dates, please contact us as early as possible.
- Date changes are subject to availability and host approval
- Modifications requested more than 7 days before check-in will be accommodated where possible at no additional charge (rate differences may apply)
- Modifications requested within 7 days of check-in are at the host's discretion
- Modifications cannot extend a booking into already-blocked dates
We recommend purchasing travel insurance if there's any uncertainty in your plans. It provides coverage for cancellations beyond your control — medical, family emergencies, and similar unforeseen events.
Payment Disputes
If you believe a payment was made in error or a technical issue occurred during booking, contact us within 24 hours at hey@cloud10studios.in. We will review the case and respond within 2 business days.
We strongly encourage guests to contact us directly before initiating a chargeback or payment dispute with their bank. Chargebacks initiated without first contacting us may result in a ban from future bookings and legal proceedings to recover amounts owed.
OTA Bookings
If you booked through Airbnb, Booking.com, or MakeMyTrip, their respective cancellation and refund policies apply — not this one. Please refer to the platform where your booking was made for their terms.
This policy applies exclusively to direct bookings made through cloud10studios.in.