REFUND & CANCELLATION POLICY
AtithiBhaarat — Hotel Partner Platform (Website & Mobile Application)
Effective Date: 10 June 2026 Last Updated: 10 August 2026 Version: 1.0
1. SCOPE — WHAT THIS POLICY COVERS AND WHAT IT DOES NOT
1.1 This Policy covers
Amounts paid by a Hotel Partner to AtithiBhaarat DigiSolutions Private Limited ("AtithiBhaarat", "the Company") for:
- subscription plan fees;
- per-check-in and usage-based fees;
- per-booking platform fees;
- optional add-on services, hardware and customisation charges;
- any amount paid in error, in duplicate, or through a failed transaction.
1.2 This Policy does not cover accommodation charges
AtithiBhaarat does not own, operate, hold inventory in, or sell accommodation. Where a traveller is redirected from the Platform to an online travel agency or to a Hotel Partner's own booking channel, the resulting booking is a contract between the traveller and that third party. Accordingly:
(a) all cancellation, modification, no-show, early-departure and refund matters concerning room tariff, taxes and hotel charges are governed exclusively by the cancellation policy of the booking channel and the Hotel Partner; (b) the Company holds no traveller money in respect of such bookings, is not a party to those contracts, and cannot process refunds for them; (c) a traveller seeking a refund for accommodation must approach the online travel agency or the Hotel Partner directly.
1.3 Guest refunds are the Hotel Partner's responsibility
Every Hotel Partner shall publish its own cancellation and refund policy for accommodation, display it at the reception desk and on its booking channels, and honour it. The Company bears no liability whatsoever in respect of a Hotel Partner's guest refunds.
2. THE FREE TRIAL PERIOD — NOTHING IS CHARGED, SO NOTHING IS REFUNDABLE
2.1 Onboarding is free. There is no setup fee, no installation fee, no joining fee and no security deposit.
2.2 The Services are provided free of all subscription charges for the first three (3) calendar months from the Activation Date of each eligible Property, in accordance with Clause 6 of the Terms & Conditions.
2.3 Because no amount is collected during the Free Trial Period, no refund arises and none is payable.
2.4 The Basic Kit is supplied complimentary. It carries no charge and is therefore not refundable.
2.5 A Hotel Partner may cancel at any time during the Free Trial Period on seven (7) days' notice, at no cost and with no exit fee.
2.6 No automatic charging on expiry. No amount is debited automatically when the Free Trial Period ends. A paid plan begins only upon the Hotel Partner's affirmative election. A charge raised without such election is refunded in full under Clause 5.1.
3. CANCELLATION OF A PAID SUBSCRIPTION
3.1 How to cancel
Through the Platform at Settings — Billing — Cancel Subscription, or by written notice to info@atithibhaarat.com from the registered email address of an authorised signatory, stating the Property name, account identifier and requested effective date.
3.2 Effect
| Aspect | Position |
|---|---|
| Notice period | 30 days |
| Exit fee | Nil |
| Access after cancellation | Continues until the end of the paid period already invoiced |
| Auto-renewal | Stops immediately on cancellation |
| Data export | Available for 30 days after the period ends |
| Amounts already accrued | Remain payable |
3.3 Cancellation is not retrospective
Cancellation takes effect prospectively. It does not entitle a Hotel Partner to a refund of fees for a period already elapsed and consumed, except as expressly provided in Clause 4.
4. WHEN A REFUND IS AVAILABLE
4.1 Cooling-off on a first annual subscription
Where a Hotel Partner subscribes to an annual plan for the first time, it may cancel within 14 days of the payment date and receive a refund of the amount paid, less (a) the pro-rata value of the period actually used, and (b) any usage-based charges actually incurred. This right is available once per Property.
4.2 Prolonged service failure attributable to the Company
Where the Platform is unavailable for a continuous period exceeding 24 hours, or where cumulative unavailability in a billing month exceeds 72 hours, in each case attributable to the Company and not falling within Excluded Downtime as defined in Clause 10.2 of the Terms & Conditions, the Hotel Partner is entitled at its election to:
(a) a service credit applied to the next invoice, calculated pro rata for the affected days; or (b) a pro-rata cash refund for the affected days.
Claims must be raised within thirty (30) days of the incident.
4.3 Termination by the Company for convenience
Where the Company terminates for convenience under Clause 15.3 of the Terms & Conditions, the unused portion of any prepaid subscription is refunded pro rata within the timelines in Clause 7.
4.4 Material adverse change refused by the Hotel Partner
Where the Company materially and adversely reduces core functionality, or increases Fees, and the Hotel Partner terminates within the notice period provided, the unused prepaid portion is refunded pro rata.
4.5 Force Majeure exceeding sixty days
Where this Agreement is terminated under Clause 16 of the Terms & Conditions following a Force Majeure Event continuing beyond sixty (60) days, prepaid Fees for the unperformed period are refunded pro rata.
4.6 Regulatory prohibition
Where a change of law, or an order of a competent authority, renders the Services unlawful or impossible to provide, prepaid Fees for the unperformed period are refunded pro rata.
4.7 Erroneous, duplicate or failed payments
| Situation | Resolution |
|---|---|
| Amount debited, transaction failed, service not activated | Full refund, or credit to the account at the Hotel Partner's election |
| Duplicate debit for the same invoice | Full refund of the duplicate amount |
| Amount charged in excess of the invoiced sum | Refund of the excess |
| Charge raised after a valid cancellation | Full refund |
| Charge raised without an affirmative election following the Free Trial Period | Full refund |
| Amount debited but not credited to the Company by the payment gateway | Resolved with the gateway; refunded per Reserve Bank of India turn-around-time norms |
5. WHEN A REFUND IS NOT AVAILABLE
Refunds are not payable in the following circumstances:
5.1 In respect of a period during which the Services were available and accessible, whether or not actually used. Non-use is not a ground for refund.
5.2 Per-check-in, per-booking and other usage-based fees for transactions already processed, these being consumed on performance.
5.3 One-time charges for custom integration, data migration, bespoke development or on-site engineering visits, once the work has commenced.
5.4 Charges for hardware supplied beyond the Basic Kit and already delivered, save where the hardware is defective and returned within 7 days in original condition and packaging.
5.5 Third-party charges paid through and passed on at cost, including payment gateway fees, telecom charges for one-time passwords and Government portal fees.
5.6 Where termination arises from the Hotel Partner's material breach, including misuse of traveller data, fraudulent or impersonated check-ins, non-payment, misrepresentation, or a violation of applicable law. In such a case all prepaid Fees stand forfeited, without prejudice to the Company's other remedies.
5.7 Downtime falling within Excluded Downtime, including failure of a Government system such as DigiLocker, failure of the Hotel Partner's internet connection, devices or premises infrastructure, or a Force Majeure Event of less than sixty (60) days.
5.8 Discounted, promotional, bundled or complimentary allocations, including earned free months under an incentive programme, which have no cash value and are not convertible to cash, credit or set-off.
5.9 Goods and Services Tax already deposited with the Government, which is adjusted through a credit note in the applicable return rather than refunded in cash.
5.10 Any claim raised more than 60 days after the date of the charge complained of.
6. HOW TO CLAIM A REFUND
6.1 Where to write
Email info@atithibhaarat.com with the subject line "Refund Request — [Property Name] — [Invoice Number]", or raise a ticket at Settings — Support — Billing in the Platform.
6.2 What to include
- Registered Property name and account identifier;
- Invoice number and date;
- Transaction reference or UTR, and the amount claimed;
- The ground of the claim, referenced to the relevant sub-clause of Clause 4;
- Supporting evidence, such as a bank statement extract, screenshots or an outage log;
- Bank account details for remittance, where different from the account of origin.
6.3 Acknowledgement and decision
| Stage | Timeline |
|---|---|
| Acknowledgement with ticket reference | Within 24 hours |
| Request for any additional information | Within 3 business days |
| Written decision, with reasons | Within 7 business days of a complete request |
| Initiation of an approved refund | Within 7 business days of approval |
| Credit to the originating instrument | Within 5 to 10 business days of initiation, subject to bank and gateway timelines |
6.4 Mode of refund
Refunds are made to the original payment instrument wherever technically possible. Where that is not possible, refund is made by NEFT, RTGS, IMPS or UPI to the Hotel Partner's registered and verified bank account. Refunds are not made in cash, nor to a third-party account, nor to an account not verified in the Hotel Partner's own name.
6.5 Deductions
Where a refund is approved, the Company may deduct: any amount outstanding on any invoice; the replacement charge for unreturned or damaged loaned equipment; charges for services already consumed; and any non-recoverable payment gateway charge, where the refund arises from the Hotel Partner's own cancellation.
6.6 Tax treatment
Refunds are processed net of applicable tax adjustment. A credit note compliant with Section 34 of the Central Goods and Services Tax Act, 2017 will be issued, and the Hotel Partner shall reverse any input tax credit already availed on the original invoice.
7. SERVICE CREDITS AS AN ALTERNATIVE
Where a refund is approved under Clause 4.2, a Hotel Partner may instead elect a service credit, which:
- is applied automatically against the next invoice raised;
- is valid for 12 months from issue;
- is not transferable between Hotel Partners, and is transferable between Properties of the same Hotel Partner only with the Company's written consent;
- carries no cash value and is not encashable on termination.
8. UPGRADES, DOWNGRADES AND PLAN CHANGES
8.1 Upgrade. Takes effect immediately. The difference is charged pro rata for the balance of the current period.
8.2 Downgrade. Takes effect from the start of the next billing period. No refund arises for the difference in the current period. Where the lower plan carries reduced entitlements, such as fewer staff accounts, the Hotel Partner must bring usage within the new limits before the effective date.
8.3 Change of Property or ownership. A subscription is not automatically transferable on a change of ownership, management or entity. The Company must be notified within seven (7) days, and may require fresh verification. Where transfer is not approved, the unused prepaid balance is refunded pro rata to the original payer.
9. CHARGEBACKS
9.1 A Hotel Partner shall raise a billing dispute with the Company before initiating a chargeback with its bank or card issuer.
9.2 On receipt of a chargeback notice, the Company may suspend the account pending resolution and shall furnish transaction evidence to the issuing bank.
9.3 Where a chargeback is found to be unjustified, the Company may recover the chargeback amount together with the bank's chargeback handling charge, and may decline further service.
10. GRIEVANCE REDRESSAL AND ESCALATION
If dissatisfied with a refund decision:
Step 1 — Grievance Officer Jayant Chaubey, Founder & Director info@atithibhaarat.com | +91 77938 80880 | 101, Vishveshwariya Nagar, Gopalpura Bypass, Durgapura, Jaipur, Rajasthan – 302018 | Mon–Sat, 9:00 AM – 7:00 PM IST Acknowledgement within 24 to 72 hours; disposal within 20 days.
Step 2 — Nodal Officer Jayant Chaubey, info@atithibhaarat.com Where the Grievance Officer's response is unsatisfactory or the twenty-day period has lapsed.
Step 3 — Rajasthan Public Grievance (RPG) Cell For a grievance specifically concerning the Company's recognition or registration under a Government of Rajasthan scheme, including the iStart initiative (iStart Registration No. 5F82239) — not for a grievance about the Platform or a transaction, which should first go through Steps 1 and 2 above. Mr. Jagdish Lal Meena, Deputy Secretary Room No. 8129, 1st Floor, North Western Building, Secretariat, Jaipur 0141-2922825 | ds.rpg@rajasthan.gov.in
Step 4 — External remedies
- The National Consumer Helpline on 1915, or the INGRAM portal at consumerhelpline.gov.in;
- The appropriate District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019;
- The RBI Ombudsman for a grievance concerning a payment system participant;
- The escalation and arbitration mechanism in Clause 17 of the Terms & Conditions.
11. AMENDMENTS
The Company may amend this Policy on 30 days' prior notice by email and in-Platform notice. An amendment shall not apply retrospectively to a payment already made, and shall not curtail a Free Trial Period already commenced or a refund entitlement already accrued.
12. CONTACT
Billing and refunds: info@atithibhaarat.com General support: info@atithibhaarat.com | +91 77938 80880 Grievance Officer: info@atithibhaarat.com | +91 77938 80880 Registered address: 101, Vishveshwariya Nagar, Gopalpura Bypass, Durgapura, Jaipur, Rajasthan – 302018 CIN: U58201RJ2025PTC106325
This Policy is governed by the laws of India and forms part of the AtithiBhaarat Terms & Conditions. Subject to the arbitration provisions therein, the courts at Jaipur, Rajasthan shall have exclusive jurisdiction. Nothing in this Policy limits any non-excludable statutory right of a consumer under the Consumer Protection Act, 2019.