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Refund Policy — GrowStays
GrowStays
Effective Date: 10 July 2025

Refund Policy

We believe in fair and transparent billing. This policy explains when refunds apply, how to request one, and what to expect throughout the process.

🆓
Free Analysis
No Charge Ever
✅
Rendered Services
Non-Refundable
🔄
Prepaid Plans
Case-by-Case
⏱️
Request Window
Within 7 Days
💸
Processing Time
7–14 Business Days
💡
Please Read Carefully: By using GrowStays services, you acknowledge and agree to this Refund Policy. Refund eligibility is determined by the nature of the service, timing of the request, and the circumstances outlined below. For any questions, contact us at hello@growstays.com.
Table of Contents
01 General Refund Principles 02 Non-Refundable Services 03 Eligible Refund Scenarios 04 Refund Eligibility Matrix 05 How to Request a Refund 06 Refund Processing 07 Disputes & Escalation
📋
Section 01
General Refund Principles

GrowStays is committed to delivering measurable value to every hotel partner we work with. Our pricing is designed to be straightforward, and our refund policy reflects our commitment to fairness and transparency.

As a service-based company providing expert advisory, revenue management, and OTA optimization, our fees compensate for time, expertise, platform access, and work already performed. This policy outlines clearly when refunds are available and when they are not.

🎯 Refunds are evaluated individually and in good faith
⚖️ Fairness to both parties is our guiding principle
📞 We encourage direct dialogue before formal requests
🔍 Every request is reviewed within 3 business days
🚫
Section 02
Non-Refundable Services

The following services and fee categories are strictly non-refundable once rendered or initiated, regardless of the reason for cancellation or dissatisfaction:

2.1 — Services Already Delivered
  • Revenue management consultations and strategy sessions that have been conducted
  • OTA listing audits, competitor analyses, and pricing reports already generated
  • Hotel revenue analyses — whether complimentary or part of a paid package
  • Any advisory hours, onboarding sessions, or account setup work completed
  • Monthly retainer fees for any period during which services were actively provided
2.2 — Other Non-Refundable Items
  • Fees paid for periods of service where access to the GrowStays RMS platform was provided
  • Charges for third-party tools, software integrations, or OTA channel licenses procured on your behalf
  • GST and applicable government taxes charged on invoices
  • Late payment charges or interest fees assessed due to overdue invoices
⚠️ Service delivery begins at the point of onboarding confirmation. Fees accrued from that date forward are considered earned and non-refundable, even if the client later chooses to discontinue services.
✅
Section 03
Eligible Refund Scenarios

GrowStays recognizes that certain situations warrant a partial or full refund. The following scenarios are reviewed favourably, subject to verification:

3.1 — Full Refund Eligible
  • Duplicate Payment: A client has been charged more than once for the same invoice due to a billing system error
  • Service Not Initiated: A prepaid subscription or package was purchased but GrowStays has not commenced any work or onboarding
  • Cancellation Within 48 Hours: A new subscription is cancelled within 48 hours of the initial payment, provided no services have been rendered
3.2 — Partial Refund Considered
  • Prepaid Annual Plan — Early Exit: A client on an annual plan cancels after the minimum notice period, with unused full months remaining. GrowStays may refund the pro-rated value of genuinely unused months at its discretion
  • Service Failure by GrowStays: GrowStays is unable to deliver agreed services due to circumstances entirely within our control, and the client has been materially impacted
  • Billing Overcharge: An invoice was issued at an incorrect rate higher than the agreed service contract amount
🛡️ In all cases, GrowStays aims to act in good faith. When full refunds are not applicable, we will explore service credits, plan extensions, or other accommodations to ensure client satisfaction.
📊
Section 04
Refund Eligibility Matrix

Use this quick-reference table to understand the refund eligibility for common service scenarios:

Scenario Refund Eligible? Notes
Free hotel revenue analysis ✓ N/A No charge was ever made
Monthly retainer — services delivered ✗ No Fee earned for period served
Duplicate billing / overcharge ✓ Yes Full excess amount refunded
Cancel within 48 hrs, no work done ✓ Yes Full refund on request
Annual plan — early cancellation ~ Partial Unused full months, at discretion
Dissatisfied with results / ROI ✗ No Outcomes are not guaranteed
Service failure caused by GrowStays ~ Partial Reviewed case-by-case
OTA policy changes affected results ✗ No Third-party factors beyond our control
RMS platform access fees ✗ No Access was provided as contracted
Prepaid plan — service not started ✓ Yes Full refund before onboarding
ℹ️ This matrix is a general guide. Final refund decisions are made by GrowStays' Finance and Client Success teams after reviewing the specific circumstances of each request.
📝
Section 05
How to Request a Refund

To initiate a refund request, please follow the steps below. Incomplete or informal requests (verbal, WhatsApp-only, etc.) may cause delays in processing.

1
Send a Written Request
Email hello@growstays.com with the subject line: "Refund Request — [Your Hotel Name]". All refund requests must be submitted in writing.
2
Include Key Details
Provide your registered hotel name, invoice number(s), date of payment, the amount in question, and a clear explanation of the reason for your refund request.
3
Submit Within the Claim Window
Refund requests must be raised within 7 days of the invoice date or the date the issue was reasonably discovered. Requests submitted after this window may not be accepted.
4
Await Confirmation
Our team will acknowledge your request within 3 business days and may ask for supporting documentation if needed.
5
Receive Our Decision
A final decision will be communicated in writing within 10 business days of receiving all required information. Approved refunds will be processed promptly.
💳
Section 06
Refund Processing & Timelines

Once a refund is approved by GrowStays, the following processing terms apply:

6.1 — Refund Methods
  • Refunds are returned to the original payment method used for the transaction
  • For bank transfers and NEFT/RTGS payments, refunds are credited to the originating bank account
  • For UPI transactions, refunds are processed to the originating UPI ID
  • GrowStays does not refund to a different account or payment instrument than the original
6.2 — Processing Timelines
  • Approved refunds are initiated within 5 business days of the approval decision
  • Funds typically appear in your account within 7–14 business days depending on your bank
  • GrowStays will share a transaction confirmation once the refund is initiated
6.3 — Service Credits (Alternative)
  • In some cases, GrowStays may offer a service credit in lieu of a cash refund
  • Service credits can be applied toward future invoices or plan upgrades
  • Credits do not expire for 12 months from the date of issue
  • Clients may choose between a cash refund (where eligible) or a service credit
📌 Refund timelines are subject to banking processing times outside GrowStays' control. If you have not received your refund after 14 business days, please contact us with your transaction confirmation number.
⚖️
Section 07
Disputes & Escalation

If you are dissatisfied with the outcome of your refund request, or if a billing dispute remains unresolved, GrowStays provides the following escalation path:

  • Raise the dispute formally in writing to hello@growstays.com within 7 days of receiving our refund decision
  • Your dispute will be reviewed by a senior member of the GrowStays Finance team within 5 business days
  • If internal resolution is not possible, the matter may be referred to formal arbitration as described in our Terms & Conditions, Section 10
  • All disputes are governed by the laws of India, with jurisdiction in the courts of New Delhi
🤝 GrowStays values long-term partnerships. Before any formal escalation, we strongly encourage clients to reach out directly — most billing concerns are resolved quickly through open communication.
Refund & Billing Team Contact
Hours
Mon–Sat, 9 AM – 7 PM IST
Response Time
Within 48 hours
💬

Need Help With a Refund?

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