Cancellation & Refund Policy

1. Overview

We understand that plans can change. This policy outlines the cancellation and refund terms for bookings made through ZenGuard Escapes. By making a booking, you acknowledge and agree to this policy.

2. Cancellation by Guest

Refunds are calculated based on the total amount paid, not the total booking amount.

3. Half-Payment Bookings

• If you selected the half-payment option and cancel within the 100% refund window (15+ days), you will receive a full refund of the advance paid.
• If you cancel within the 50% refund window (7–15 days), 50% of the advance amount will be refunded.
• If you cancel within 7 days or do not show up, the advance is non-refundable.
• If the remaining balance is not paid before check-in, the booking may be treated as a cancellation under the applicable window.

4. Cancellation by ZenGuard Escapes

In rare circumstances, we may need to cancel a booking due to unforeseen events (property maintenance, natural disasters, government restrictions). In such cases:

• You will receive a full refund of all amounts paid.
• We will make every effort to offer an alternative property of equal or higher quality.
• We will notify you as soon as possible and assist with rebooking.

5. Refund Process

• To request a cancellation, email us at management@zenguardhq.com with your booking reference number.
• Approved refunds will be processed within 7–10 business days to the original payment method via Razorpay.
• Bank processing times may add an additional 3–5 business days for the refund to appear in your account.

6. Modifications to Booking

• Date changes are subject to availability and may involve a price difference.
• Modification requests must be made at least 48 hours before check-in.
• Modification requests within 48 hours of check-in will be treated as a cancellation and rebooking under this policy.

7. Add-on Experiences

Cancellation of add-on experiences (treks, bonfires, local tours) follows the same cancellation windows as the booking. Experiences cancelled individually (without cancelling the stay) are non-refundable within 48 hours of the scheduled activity.

8. Force Majeure

Neither party shall be liable for failure to perform obligations due to events beyond reasonable control, including but not limited to natural disasters, epidemics, government actions, road closures, or severe weather. In such cases, we will work with you to reschedule or provide a full refund.

9. Contact Us

For cancellation requests or questions about this policy:

• Email: management@zenguardhq.com
• Phone: +91 7980645580
• Address: Village Jibhi, Tirthan Valley, Banjar, Kullu, Himachal Pradesh 175123