Return & Refund Policy

Because Vilawala.com sells short and long-stay accommodation (a service), there is no "return" in the physical-goods sense. This policy governs when and how we issue refunds against paid bookings.

1. Refund eligibility

• Full refund — booking cancelled by the User more than 24 hours before the check-in date.
• 50% refund — booking cancelled by the User within 24 hours of the check-in date.
• Full refund — booking cancelled by the Owner at any time (Owner-caused cancellation).
• Full refund — property becomes unavailable, misrepresented, or unsafe on arrival (raise a support ticket within 24 hours of check-in with photo evidence).
• Full refund — technical or platform error resulting in a duplicate charge.

2. Non-refundable situations

• No-show (User does not arrive and does not cancel).
• Early check-out — nights already stayed are not refundable.
• Damage or breach of house rules that led to the Owner asking the User to leave.
• The 10% platform commission on completed transactions is non-refundable on User-initiated cancellations made within 24 hours of check-in.

3. Refund duration & processing time

Once approved, refunds are initiated within 48 to 72 hours. The actual credit back to your original payment method (card / UPI / net-banking / wallet) depends on your bank and the payment gateway, and typically appears in your statement within a few additional business days.

4. Refund mode

All refunds are issued in Indian Rupees (₹ INR) to the original payment method used for the booking. We do not issue cash refunds, bank-cheque refunds, or refunds to a different account.

5. How to request a refund

• Open the booking from your dashboard and click "Cancel" — refund calculation is shown before you confirm.
• For any dispute, email support@vilawala.com with your booking ID and reason. We respond within 24 hours.

6. Chargebacks

Please contact us first before raising a chargeback with your bank. Unjustified chargebacks may result in account suspension.