1. Part a — guest booking refunds

1.1. Overview

Bookings made through hotelzify.com are facilitated on behalf of individual hotel properties. Refund eligibility is governed primarily by the cancellation policy of the specific property and rate plan selected at the time of booking, together with the payment processing terms set out below.

1.2. How to Request a Cancellation or Refund

Guests can initiate a cancellation or refund request through any of the following channels:

The "Manage Booking" link included in the booking confirmation email
Directly via bookmystay.io/cancellation
By contacting our support team at support@hotelzify.com with the booking reference number

1.3. Conditions to Qualify for a Refund

The cancellation must fall within the window specified for the selected property and rate plan at the time of booking (e.g., free cancellation up to 3 days before check-in for standard/flexible rates).
Non-refundable or promotional rate plans are excluded from refund eligibility, as disclosed at the time of checkout.
No-shows and same-day cancellations are generally non-refundable, unless the specific property's policy states otherwise.
If an amount was debited but the booking was not confirmed (payment/technical failure), the guest is eligible for a full refund regardless of the property's cancellation policy.

1.4. Refunds Timeline

Cancellation request acknowledged: Within 72 hours.
Refund eligibility checked & refund initiated: Within 3–5 business days of acknowledged cancellation.
Funds credited to original payment method: Up to 14 business days — actual time depends on the issuing bank or payment gateway.

1.5. Failed or Duplicate Transactions

If an amount was debited but no booking was confirmed, the refund is triggered automatically without a separate cancellation request. Guests can check status by quoting the transaction reference/UTR when contacting support.

1.6. Contact — Guest Refunds

For refund status or disputes: support@hotelzify.com — please reference your booking ID and transaction ID (UTR) for faster resolution.

2. Part b — hotel partner service fee refunds

2.1. Overview

This section applies to hotel properties and chains that have subscribed to Hotelzify's platform and services (Booking Engine, AI Sales Concierge, AI Revenue Management, Direct is Best, and related modules). Refunds of subscription fees, onboarding fees, or service charges are governed by the commercial agreement (MSA/order form) executed between the hotel partner and Hotelzify. Where this policy and the signed agreement differ, the signed agreement takes precedence.

2.2. How Hotel Partners Can Request a Refund

Raise a request through your designated Hotelzify Account Manager or Customer Success contact
Or write to support@hotelzify.com with your account/organization ID and invoice number

2.3. Conditions to Qualify for a Refund

Refund eligibility, notice periods, and any pro-rata calculation are as defined in the partner's specific MSA/order form — this policy does not override contract-specific terms.
As a general default: subscription/platform fees are non-refundable once the billing cycle has started, except in cases of a verified service outage, billing error, or duplicate charge.
Onboarding/setup fees, once work has commenced, are generally non-refundable unless otherwise stated in the agreement.
Duplicate or erroneous charges (e.g., double invoicing, incorrect amount billed) are eligible for a full refund or credit note upon verification.

2.4. Refunds Timeline

Request acknowledged by Account Manager/Finance: Within 3 business days.
Verification against contract terms and billing records: Within 7 business days.
Refund or credit note issued (if approved): Within 15 business days of approval.

2.5. Contact — Hotel Partner Refunds

For billing and refund queries: support@hotelzify.com or your Account Manager — please reference your account ID and invoice number.