Refund Policy

1. Purpose

1.1 This Refund and Cancellation Policy ("Policy") explains the cancellation, modification and refund terms applicable to hotel and accommodation bookings made by Customers through the Alarion Platform.

1.2 This Policy forms part of the Terms & Conditions applicable to the Customer's use of the Platform.

2. Applicability

2.1 This Policy applies to hotel and accommodation bookings made through the Alarion Platform.

2.2 The cancellation and refund conditions applicable to a particular booking shall be those displayed to the Customer before the booking is completed and included in or referred to in the Booking Confirmation.

2.3 Different Hotels, room types, rates and promotional offers may have different cancellation and refund conditions.

3. Cancellation by Customer

3.1 A Customer may request cancellation of a booking through the cancellation facility provided on the Platform or by contacting Alarion through the designated customer-support channel.

3.2 The cancellation shall be effective only when the cancellation request is successfully recorded or confirmed by Alarion.

3.3 The applicable cancellation charge, if any, shall be determined according to the cancellation conditions displayed for that particular booking.

3.4 Where a booking is identified as "Free Cancellation", the Customer may cancel it within the specified period without the applicable cancellation charge, subject to the conditions displayed at the time of booking.

3.5 Where a booking is identified as "Non-Refundable", the amount paid may not be refundable upon cancellation, except where otherwise required by applicable law or expressly provided in the booking conditions.

4. Cancellation Deadline

4.1 Where a booking has a specified cancellation deadline, the Customer must cancel the booking before the date and time stated in the applicable booking conditions.

4.2 If the cancellation request is received after the applicable deadline, the cancellation charge specified for that booking may apply.

4.3 The applicable time zone for determining a cancellation deadline shall be the time zone specified in the booking conditions or, where not specified, the local time applicable to the Hotel.

5. No-Show

5.1 If the Customer or guest does not arrive at the Hotel on the scheduled check-in date without cancelling the booking, the booking may be treated as a "No-Show".

5.2 The refund or cancellation consequences of a No-Show shall be determined according to the conditions applicable to that booking.

5.3 Unless specifically stated otherwise, failure to check in does not automatically entitle the Customer to a refund.

6. Early Check-Out

6.1 If a Customer checks out before the scheduled departure date, any refund shall be subject to the applicable booking conditions and the Hotel's applicable policy.

6.2 Alarion does not guarantee a refund for unused nights unless the applicable booking conditions provide for such refund.

7. Modification of Booking

7.1 Requests to change the check-in date, check-out date, room type, number of guests or other booking details shall be subject to availability and the applicable booking conditions.

7.2 A modification may result in an additional payment or other applicable charges.

7.3 A modification request shall not be considered confirmed until the Customer receives confirmation from Alarion or through the applicable booking system.

8. Cancellation by Hotel

8.1 If a Hotel cancels a confirmed booking or is unable to provide the booked accommodation, Alarion will make reasonable efforts to assist the Customer in accordance with the circumstances, applicable booking conditions and applicable law.

8.2 Where applicable, Alarion may offer an alternative accommodation, subject to availability and the Customer's acceptance.

8.3 Where an alternative arrangement is not accepted or cannot reasonably be provided, the applicable amount paid by the Customer may be refunded in accordance with the circumstances and applicable law.

8.4 The Customer's statutory rights shall not be affected by this Policy.

9. Hotel Overbooking or Failure to Honour a Confirmed Booking

9.1 If a Hotel is unable to honour a confirmed booking due to overbooking or another reason attributable to the Hotel, Alarion will make reasonable efforts to assist the Customer.

9.2 Depending on availability and the circumstances, Alarion may facilitate an alternative accommodation or applicable refund.

9.3 Any alternative accommodation offered may be subject to availability and reasonable conditions communicated to the Customer.

10. Refund Eligibility

10.1 The refund amount shall be determined based on the cancellation conditions applicable to the booking.

10.2 Any amount expressly identified as non-refundable at the time of booking may not be refundable, except where required by applicable law or otherwise approved under the applicable booking conditions.

10.3 Where a partial refund is applicable, only the eligible amount shall be refunded.

10.4 Taxes, fees or other charges shall be refunded or retained according to the applicable booking conditions and applicable law.

11. Refund Processing

11.1 Where a refund is approved, Alarion shall initiate the refund through the applicable payment method or payment service provider.

11.2 The time required for the amount to reflect in the Customer's account may depend on the payment gateway, bank, card issuer or other payment service provider.

11.3 Alarion shall not be responsible for delays solely caused by a bank, card issuer, payment gateway or other third-party payment service provider, subject to applicable law.

11.4 Where a payment was made through a third-party payment method, the refund may be processed through the same payment method, wherever reasonably possible.

12. Failed or Unsuccessful Booking

12.1 If the Customer's payment is successfully debited but the booking is not confirmed, the Customer should contact Alarion with the relevant transaction details.

12.2 Alarion will verify the transaction and, where the booking cannot be confirmed and a refund is applicable, initiate the refund through the applicable payment method.

13. Duplicate Booking or Duplicate Payment

13.1 If the Customer believes that the same booking has been made or payment has been deducted more than once, the Customer should promptly contact Alarion with the relevant booking and transaction details.

13.2 After verification, any eligible duplicate payment may be refunded through the applicable payment method.

14. Promotional and Special Rates

14.1 Promotional, discounted or special-rate bookings may have specific cancellation and refund conditions.

14.2 Where a promotional rate is expressly identified as non-refundable or subject to special cancellation conditions, those conditions shall apply to the booking.

14.3 Promotional offers cannot be assumed to have the same cancellation conditions as standard rates.

15. Disputes Relating to Refunds

15.1 If a Customer believes that a refund has not been correctly processed, the Customer should contact Alarion through the designated customer-support or grievance channel.

15.2 The Customer should provide the booking reference and relevant payment information necessary for Alarion to investigate the matter.

15.3 Alarion shall review the matter and communicate the outcome to the Customer within a reasonable period.

16. Customer Responsibility

16.1 The Customer is responsible for reviewing the applicable cancellation and refund conditions before completing a booking.

16.2 The Customer should ensure that the booking dates, Hotel, room type, guest details and other booking information are correct before making payment.

16.3 The Customer should retain the Booking Confirmation and cancellation confirmation for future reference.

17. Changes to This Policy

17.1 Alarion may update this Policy from time to time to reflect changes in its services, booking processes or applicable law.

17.2 The Policy applicable to a confirmed booking shall remain the applicable Policy for that booking, subject to applicable law and the specific booking conditions.

18. Consumer Rights

18.1 Nothing in this Policy is intended to restrict or exclude any right or remedy available to a Customer under applicable law.

18.2 If any provision of this Policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement shall prevail to the extent of the conflict.

19. Grievance and Customer Support

19.1 Customers may contact Alarion through the customer-support and grievance-redressal channels published on the Platform for cancellation or refund-related concerns.

19.2 The Customer should provide the Booking ID and sufficient information to enable Alarion to investigate the matter.

20. Contact Details