The cancellation rule shown at checkout and in your confirmation is the rule that applies to your reservation.
Cancellation eligibility
Eligibility depends on the rate plan, property, experience or celebration package selected. Flexible, partially refundable and non-refundable options may have different cut-off times.
- Cancel eligible bookings from My Bookings or through Guest Care.
- Promotional and last-minute rates may be non-refundable.
- No-shows and early departures may attract the full contracted charge.
How your refund is calculated
We refund the amount received after deducting any disclosed cancellation charge, consumed service, payment reversal fee or statutory deduction.
- Taxes are adjusted according to applicable law.
- Neu Coins and coupons return only when their original rules allow it.
- Convenience or processing fees marked non-refundable are excluded.
Refund timelines
Approved refunds are normally initiated within 7–10 working days. Your bank or payment provider may need additional time to reflect the credit.
- UPI and wallets: typically 3–7 working days after initiation.
- Cards and net banking: typically 7–12 working days.
- Bank transfers require verified beneficiary details.
Changes and disruptions
If Neu or a property cannot honour a confirmed service, we may offer a comparable alternative, a date change or an eligible refund. Events outside reasonable control are handled under the booking terms and applicable law.
- Travel delays do not automatically waive cancellation charges.
- Keep supporting documents for exceptional requests.
- Track the request status with Guest Care.
Raise a refund request
Share your booking reference, registered contact details, reason and relevant documents. We will never ask for your OTP, PIN or complete card details.
- Email care@neustays.com.
- Use the subject: Refund request – booking reference.
- Expect an initial response within 48 working hours.
Write to our guest care team with your booking reference, if available.