Refund and Cancellation Policy

Hotel- Specific Cancellation Policies

Each hotel listing on c7online.in displays an applicable cancellation policy, which may include one of the following categories:

Policy Type	Description	Refund Eligibility
Free Cancellation	Cancellation permitted without penalty before a specified deadline.	Full refund of hotel charges
Partial Refund	Cancellation permitted, subject to a partial deduction (e.g., one-night charges).	Refund of remaining amount after applicable deductions.
Non-Refundable	Cancellation not permitted after booking; no refund available.	No refund on hotel charges
Last-Minute Policy	Special terms for cancellations within 24–48 hours of check-in.	As per specific hotel terms

Platform Service Fees

Platform convenience fees charged by c7online.in are non- refundable in all cases of user- initiated cancellation. These fees may be refunded in the following exceptional circumstances:

Booking failure due to a verified technical error on the Platform. Overbooking by the hotel partner resulting in inability to accommodate the booking. Cancellation initiated by c7online.in due to circumstances beyond the user's control.

Refund Timelines

Refund timelines commence from the date of refund approval/initiation by c7online.in, subject to payment processor and bank processing times. c7online.in will send a refund initiation confirmation via email/SMS within 48 hours of cancellation approval:

Credit/Debit Card: 5- 10 business days from the date of cancellation confirmation, subject to the issuing bank's processing time. UPI / Net Banking: 3- 7 business days from cancellation confirmation. Wallet Credits: Instant to 24 hours for credit to the c7online.in platform wallet. EMI Transactions: Refund processing may take up to 10- 15 business days; applicable EMI interest is non- refundable.

Non- Refundable Bookings

The following scenarios result in forfeiture of the booking amount with no refund eligibility:

Bookings clearly marked as 'Non- Refundable' at the time of purchase. No- show at the hotel without prior cancellation notification. Early check- out or failure to utilise booked nights (subject to hotel policy). Cancellation after the hotel's stipulated free- cancellation deadline. Bookings made using special rates, last- minute deals, or non- cancellable promotional fares.

Refund Processing Responsibility

c7online.in shall be the primary contact point and responsible party for receiving, verifying and initiating eligible refund requests. Even where refund eligibility is determined by the hotel's cancellation policy, the User must communicate all refund requests directly to c7online.in and not to the hotel, c7online.in will coordinate with the hotel partner and payment processor as necessary. Where a booking is eligible for refund under the applicable hotel or Platform policy, c7online.in shall be responsible for initiating and processing the refund to the original payment instrument within the timelines stated in Section 4.3, subject to bank and payment gateway processing times. For partial refunds (early checkout or partial stay), refunds are subject to hotel confirmation of the unused nights and actual eligibility under the hotel's policy. c7online.in will process only refunds confirmed as eligible by the hotel partner.

Complaint Escalation and Dispute Resolution

c7online.in provides the following escalation pathway for refund and cancellation disputes:

Steps	Contact Point	Timeline
1	Customer Support	First point of contact; initial response within 2 business days
2	Refund & Disputes Team	Escalation if unresolved; response within 5 business days
3	Grievance Officer	Final internal escalation; resolution within 30 days of receipt
4	Consumer Forum / Court	External escalation as per Consumer Protection Act, 2019