Cancellation & Refund Policy
Effective Date: October 26, 2026
Last Updated: October 26, 2026
At Stay Mantralayam, we aim to make your booking experience simple and transparent. This Cancellation & Refund Policy explains how cancellations are handled and refunds are processed for bookings made through our platform operated by Shatrix Technologies Private Limited.
Important Notice
Please review the cancellation policy displayed at the time of booking carefully. Some hotels may have stricter policies that will override the standard policy mentioned below.
Table of Contents
1. Cancellation & Refund Rules
At Stay Mantralayam, we understand that plans can change. Our standard cancellation policy is designed to be fair and transparent:
100% Refund
Cancel 48 hours or more before your scheduled check-in time and receive a full refund.
This gives you maximum flexibility to adjust your travel plans without any financial loss.
50% Refund
Cancel between 24–48 hours before your scheduled check-in time and receive a 50% refund.
Last-minute changes incur partial charges to compensate hotel partners for lost booking opportunities.
No Refund
Cancel within 24 hours of check-in or for no-shows – no refund will be issued.
Very late cancellations prevent hotels from reselling the room, resulting in complete charges.
Hotel-Specific Policies: Some hotels may have stricter or different cancellation policies. In such cases, the hotel's policy will apply and will be clearly displayed at the time of booking and in your confirmation email.
2. Modification of Bookings
We understand that sometimes you may need to modify your booking rather than cancel it entirely. Here's how modifications work:
What Can Be Modified
- Check-in and Check-out Dates: Subject to hotel availability
- Guest Names: Primary guest details can be updated
- Room Type: Upgrade or change room category if available
- Number of Guests: Increase or decrease guest count (subject to room capacity)
How to Request Modifications
- Log in to your Stay Mantralayam account
- Navigate to "My Bookings"
- Select the booking you wish to modify
- Click "Request Modification" or contact customer support
- Our team will check availability and confirm within 24 hours
Alternatively, email us at stay.mantralayam@gmail.com with your booking reference number.
Important Notes
- Availability Dependent: All modifications are subject to hotel availability
- Price Differences: If the new dates or room type costs more, you'll need to pay the difference
- Cannot Modify: If modification is not possible, standard cancellation rules will apply
- Timeline: Request modifications at least 48 hours before check-in for best results
3. Refund Processing
We strive to make the refund process as smooth and transparent as possible. Here's everything you need to know about how refunds are processed:
3.1 Payment Gateway
All refunds are processed through Razorpay, our secure payment partner. Refunds are automatically initiated to the original payment method used during booking.
3.2 Refund Timeline
- Immediate Initiation: Once your cancellation is confirmed, we initiate the refund immediately from our end
- Processing Time: The refund typically appears in your account within 5–7 working days
- Bank Processing: The exact time depends on your bank or payment provider's processing schedule
- Credit Cards: May take 1-2 billing cycles to reflect on your statement
- UPI/Wallets: Usually reflect within 3-5 working days
3.3 Refund Method
Refunds are issued to the original payment method used during booking:
- Credit Card → Refunded to the same credit card
- Debit Card → Refunded to the same debit card
- Net Banking → Refunded to the same bank account
- UPI → Refunded to the UPI ID used
- Digital Wallets → Refunded to the same wallet
We cannot process refunds to different accounts or payment methods for security reasons.
3.4 Payment Gateway Charges
Good News: Payment gateway charges (MDR - Merchant Discount Rate) are non-refundable by payment processors, but Stay Mantralayam absorbs these charges so you receive your full eligible refund amount without any deductions.
3.5 Tracking Your Refund
You can track your refund status in two ways:
- In-App Tracking: Check "My Bookings" section in the Stay Mantralayam app for real-time refund status
- Email Notifications: You'll receive email updates at each stage of the refund process
- Customer Support: Contact us anytime for refund status inquiries
3.6 Refund Amount Calculation
The exact refund amount will be displayed before you confirm cancellation. It includes:
4. No-Show Bookings
A "No-Show" occurs when a guest fails to check in at the hotel on the scheduled date without prior cancellation notification. This section explains our no-show policy:
What Constitutes a No-Show
- Not arriving at the hotel on the scheduled check-in date
- Arriving more than 24 hours late without prior communication
- Failing to inform the hotel or Stay Mantralayam of delayed arrival
- Not responding to hotel confirmation calls or messages
No-Show Policy
No Refund for No-Shows
If you do not check in on the scheduled date without prior cancellation, your booking will be treated as a No-Show and no refund will be issued. The full booking amount will be charged.
How to Avoid No-Show Charges
- Cancel in Advance: Always cancel through the app or website if you can't make it
- Inform Early: Contact us immediately if your plans change
- Respond to Confirmation: Reply to hotel confirmation calls or messages
- Update Arrival Time: Inform the hotel if you'll be arriving late
- Emergency Contact: Reach out to customer support even on check-in day
Late Arrivals
If you know you'll arrive late (but on the same day), please:
- Inform the hotel directly using the contact details in your confirmation email
- Contact Stay Mantralayam customer support to update your arrival time
- Most hotels hold rooms until midnight if informed in advance
Pro Tip: Even if you're running late on check-in day, a quick call to our customer support can help you avoid no-show charges and might allow you to modify or cancel your booking if you genuinely can't make it.
5. Exceptional Circumstances
We understand that sometimes extraordinary events beyond your control may affect your travel plans. Stay Mantralayam may offer special consideration in the following situations:
Force Majeure Events
In cases of unforeseeable circumstances, we may approve a full refund or issue a credit voucher, even within 24 hours of check-in:
- Natural Calamities: Earthquakes, floods, cyclones, landslides, or other natural disasters affecting the region
- Government Restrictions: Travel bans, lockdowns, curfews, or emergency orders issued by authorities
- Temple Closures: Unexpected closure of Mantralayam temple due to religious, administrative, or safety reasons
- Medical Emergencies: Serious illness or hospitalization requiring you to cancel travel (medical certificate required)
- Pandemics: Outbreak of infectious diseases with travel advisories
- Civil Unrest: Political instability, riots, or security concerns in the destination
Property-Related Issues
Full refund or alternative accommodation if the hotel is unable to honor your booking due to:
- Unexpected property closure or maintenance issues
- Overbooking by the hotel despite confirmed reservation
- Significant safety or hygiene concerns verified by authorities
- Major discrepancies between advertised and actual amenities
How to Request Exceptional Consideration
- Contact Immediately: Email us at stay.mantralayam@gmail.com as soon as possible
- Provide Documentation: Submit relevant proof such as:
- - Medical certificates or hospital records
- - Government travel advisories or orders
- - News reports of natural disasters
- - Official notifications of temple closure
- Explain Your Situation: Clearly describe your circumstances and why you need special consideration
- Booking Reference: Include your booking ID and contact details
Credit Voucher Option
In exceptional circumstances, we may offer a credit voucher instead of a cash refund:
- Full Value: Credit voucher for 100% of your booking amount
- Validity: Typically valid for 12 months from issue date
- Usage: Can be used for any future booking on Stay Mantralayam
- Transferable: May be transferred to family members (subject to verification)
Our Commitment: While we maintain strict policies to be fair to all parties, Stay Mantralayam is committed to being understanding and flexible during genuine emergencies. Each case is reviewed individually, and we'll do our best to find a fair solution.
Important: Exceptional consideration is granted at Stay Mantralayam's sole discretion after reviewing submitted documentation. We reserve the right to verify all claims and may request additional information if needed.
6. Transparency & Trust
At Stay Mantralayam, transparency is at the core of our service. We believe in keeping you fully informed throughout your booking and cancellation process.
Clear Information Display
- At Booking: Cancellation policy is clearly displayed before payment confirmation
- In Confirmation Email: Your confirmation includes complete cancellation terms
- Before Cancellation: Exact refund amount is shown before you confirm cancellation
- No Hidden Charges: All fees and charges are disclosed upfront
Real-Time Refund Tracking
You can monitor your refund status every step of the way:
Cancellation Submitted
Your cancellation request is received and under review
Refund Initiated
Refund has been processed from our end to payment gateway
Processing by Bank
Your bank is processing the refund (3-7 working days)
Refund Completed
Amount credited to your account successfully
In-App Features
Access everything you need in the Stay Mantralayam app under "My Bookings":
- Booking Details: View complete booking information anytime
- Cancellation Status: Real-time updates on cancellation processing
- Refund Tracker: Live tracking of refund status from initiation to completion
- Transaction History: Complete record of all payments and refunds
- Support Access: Direct link to contact customer support for queries
Email Notifications
Stay informed with automated email updates at every stage:
- Booking confirmation with cancellation policy
- Cancellation request acknowledgment
- Refund initiation confirmation
- Refund completion notification
- Any issues or delays in processing
Customer Support Commitment
Our support team is committed to resolving all queries within 24-48 hours. For urgent cancellation or refund issues, priority support is available via email at stay.mantralayam@gmail.com
Our Promise: We maintain complete transparency in all transactions. You will always know exactly how much you'll be refunded and when to expect it, with no surprises or hidden deductions.
7. Governing Law
This Cancellation & Refund Policy shall be governed by and construed in accordance with the laws of India.
Legal Framework
- Jurisdiction: Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts in Andhra Pradesh, India
- Applicable Laws: Governed by Indian Contract Act, 1872, Consumer Protection Act, 2019, and other relevant Indian legislation
- Consumer Rights: Your statutory consumer rights under Indian law remain unaffected by this policy
- Amendments: Stay Mantralayam reserves the right to modify this policy in accordance with applicable laws
Dispute Resolution
Before initiating legal proceedings, we encourage:
- Informal Resolution: Contact our customer support team to resolve issues amicably
- Escalation Process: Unresolved issues can be escalated to senior management
- Mediation: Mutual agreement to mediation for faster resolution
- Consumer Forums: You may approach consumer courts as per Indian Consumer Protection Act
Company Information: This policy is maintained by Shatrix Technologies Private Limited, a company registered in India, operating the Stay Mantralayam platform.
8. Contact
For any questions, concerns, or assistance regarding cancellations and refunds, please reach out to our dedicated customer support team:
Email Support (Primary)
stay.mantralayam@gmail.comFor cancellations, refund queries, and booking modifications
Mobile App
Stay Mantralayam App → My Bookings → Manage Booking
Cancel directly through the app for instant processing
Company Information
Shatrix Technologies Private Limited
Registered in India
What to Include When Contacting Us
To help us assist you quickly, please provide the following information:
- Booking Reference Number: Found in your confirmation email
- Guest Name: Name under which booking was made
- Check-in Date: Your scheduled arrival date
- Hotel Name: Name of the property you booked
- Reason for Cancellation: Brief explanation (optional but helpful)
- Contact Details: Phone number and email for updates
Support Hours & Response Time
Quick Tip: For fastest service, cancel directly through the Stay Mantralayam app. The system will automatically calculate your refund and process it immediately based on the cancellation policy.
Acknowledgment
By making a booking through Stay Mantralayam, you acknowledge that you have read, understood, and agree to be bound by this Cancellation & Refund Policy. This policy is an integral part of our Terms of Service. We encourage you to review the specific cancellation terms applicable to your booking before completing your purchase.