Rebooking & Refund Policy

RUDRALEELA PRIVATE LIMITED — Operating ROMANCHA Version: 1.0 | Effective Date: April 25, 2026

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This policy covers what happens when something goes wrong with a stay — not routine cancellations (those are covered by the Cancellation Policy), but situations where the property doesn't match expectations, the host fails to deliver, or there are safety concerns.

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1. The 24-Hour Guest Complaint Window

After completing check-in — as verified by Romancha's geofencing system — the guest has 24 hours to raise an issue if the accommodation does not match what was committed in the Listing.

What can be reported within 24 hours

• A listed amenity is not available or not functioning (e.g., AC, hot water, WiFi)
• The room type is different from what was booked
• The property is in significantly worse condition than shown in photos
• There is a safety risk not disclosed in the Listing (broken locks, pest infestation, unsafe structure)
• The host is unreachable and has not provided access
• A fundamental condition of the Listing is missing

What this window is NOT for

• Stylistic preferences ("I expected it to be bigger")
• Amenities that were not listed in the Listing
• Issues that existed before check-in but were not raised at check-in
• Damage claims (these are handled separately between host and guest)

How to raise a complaint

In the app: Bookings → Your booking → Report Issue → "Property Issue". Submit with photos and a description. Do this within 24 hours of your check-in timestamp.

After 24 hours

Once 24 hours have passed from check-in, the guest is deemed to have accepted the property as delivered. No further "property not as described" claims will be accepted for that stay. This protects hosts from bad-faith claims made on day 4 or 5 of a stay.

What happens after you raise a complaint

1. Romancha reviews the complaint and contacts the host.
2. The host has 2 hours to respond with their explanation and evidence.
3. Romancha makes a determination within 4 hours of receiving the complaint.
4. If the complaint is valid: Romancha may offer a full refund, OR a partial refund if the issue is partial (e.g., one amenity missing from a larger property).
5. If the complaint is not valid: The stay proceeds normally. The host receives their payout at checkout+24h.
6. If we cannot determine: Romancha may extend the investigation and hold the payout pending resolution.

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2. Host-Caused Cancellations (After Check-In)

If a host cancels mid-stay or a guest is forced to leave due to a host's action or failure:

Scenario	Guest Remedy
Host locks guest out or revokes access	100% refund for all unused nights
Host cancels mid-stay (any reason)	100% refund for unused nights. Host receives no payout. Listing placed in review.
Property becomes uninhabitable (host's responsibility: power cut, water cut, structural issue)	Full refund for unused nights
Housing Society withdraws NOC retrospectively (host's obligation to obtain)	100% refund. Host receives no payout. Listing placed in review pending remediation.

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3. Mid-Stay Early Checkout

3.1 Guest Voluntary Early Checkout

If a guest checks out before their scheduled checkout date voluntarily (they are fine with the property, they simply want to leave):

• No refund is issued for unused nights.
• The host's payout is calculated based on the original checkout date.

3.2 Early Checkout Triggered by Host Failure

If a guest checks out early because the host failed to deliver a committed amenity or condition, and the guest raised this through the complaint system:

• Romancha will investigate.
• If the host failure is confirmed: the guest is entitled to a refund for unused nights.
• The refund amount is proportional to the nights unused from the original checkout date.
• The host's payout is adjusted accordingly.

The test: Was the early checkout voluntary, or was it forced by the host's failure? Romancha makes this determination based on evidence from both parties.

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4. Special Cancellation Scenarios

4.1 Housing Society NOC Withdrawal

If a host's property becomes unavailable because their housing society withdrew permission (NOC) after a booking was confirmed:

• This is the host's responsibility to maintain society consent continuously.
• Guest receives: 100% refund of all amounts paid.
• Host receives: no payout for this booking.
• Listing placed in review. If the host lacks society consent entirely, their listing will be suspended until they provide evidence of consent.

4.2 Property Non-Compliant with State Homestay Rules

If a property is found to be non-compliant with the applicable state tourism/homestay licensing requirements:

• Guest receives: 100% refund.
• Host receives: no payout for this booking.
• Host listing is placed in review until compliance documentation is provided.

4.3 FRRO Issues — Foreign Guests

FRRO (Foreigners Regional Registration Office) documentation requirements apply to foreign national guests.

If the issue is the host's fault (host provided incorrect address or failed to register the foreign guest as required by law):

• Guest receives a 100% refund.
• Host receives no payout for this booking.
• Host listing placed in review.

If the issue is the guest's fault (invalid visa, overstayed visa, refusal to provide required ID):

• Standard Cancellation Policy applies.
• No host penalty.
• No special refund treatment.

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5. Determining Fault — Romancha's Process

When a dispute arises, Romancha will consider:

1. The Listing content at time of booking (screenshots stored by the system)
2. Messages exchanged between host and guest through the platform
3. Photos submitted by the guest in the complaint
4. Host's response and evidence
5. Platform records (check-in timestamps, geolocation data)
6. Guest review history and host's cancellation/complaint rate

Romancha's determination is final for purposes of platform actions (payout hold/release, refund initiation). Either party may pursue independent legal remedies.

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Last Updated: April 25, 2026 | Version 1.0