Cancellation Policy

1. User cancellation (Guest-initiated)

• More than 24 hours before check-in — full refund of the booking amount to the original payment method. Refund initiated within 48–72 hours of cancellation.
• Less than 24 hours before check-in — 50% refund of the base booking amount. The 10% platform commission on the refunded portion is non-refundable.
• No-show — no refund.

2. Owner cancellation (Owner-initiated)

• If an Owner cancels a confirmed booking, the User receives a full refund of the amount paid.
• Repeated Owner cancellations may lead to listing demotion, reduced ranking, temporary suspension, or removal of the Owner from the platform at Vilawala.com's sole discretion.
• Owners cannot cancel a booking after the User has checked in.

3. Platform cancellation (Vilawala.com-initiated)

• Vilawala.com may cancel a booking if the listing turns out to be fraudulent, unavailable, misrepresented, or in violation of our Terms. In such cases the User receives a full refund.
• Vilawala.com may also cancel due to unavoidable events (natural disaster, government restriction, force majeure). Full refund applies.

4. How to cancel

• Open your booking from the dashboard, click "Cancel" — the refund breakdown is displayed before you confirm.
• Cancellation is instant on the platform. Refund settlement follows the timeline above.

5. Applicable charges

• No cancellation charge is applied for cancellations made more than 24 hours before check-in.
• 50% of the base amount is retained by the Owner for late cancellations (under 24 hours).
• Payment-gateway processing fees, where applicable, may be deducted by the gateway itself — this is standard across all Indian gateways and is not retained by Vilawala.com.

6. Modifications

Booking dates cannot be modified once payment is complete. To change dates you must cancel (per the above rules) and create a fresh booking, subject to availability.