Cancellation, Refund and Guest Protection Policy

1. Cancellation schedule

The refund depends on how far ahead of check-in you cancel. "Check-in" means the check-in time on the Listing or Booking Confirmation.

"Stay charges" means the nightly rates (or slot price) and extra-guest charges. The cleaning fee is refunded if you never check in.

2. 24-hour grace period

You may cancel within 24 hours of booking for a full refund of the stay charges and cleaning fee, provided the Booking was made at least 7 days before check-in. It is shown at booking as "Free cancellation within 24 hours of booking — terms apply". For Bookings made less than 7 days before check-in the grace period may not apply.

3. The Livasta platform fee

When you cancel, the Livasta platform fee is not refunded — it covers payment-gateway charges, banking costs and platform administration — and the refund screen shows it being deducted. The platform fee is refunded only where:

• Livasta cancels the Booking;
• the Host cancels the Booking;
• the Property is unavailable or does not meet basic habitable standards on arrival (Host failure); or
• Livasta decides you qualify for a full refund under Guest Protection.

4. See your refund before you confirm

When you start a cancellation, the Platform shows the exact refund before you confirm: amount paid, cancellation charge, platform fee and total refund. Nothing beyond what that screen shows is kept.

Requests, holds and links that were never paid

Cancelling a request the Host has not accepted, or a checkout you did not pay for, costs nothing. A request that the Host declines or that expires is not charged. You may decline a host booking link you have not paid for at any time.

5. No-show

If you do not arrive, have not cancelled and the Booking is still active, no refund is normally given and the Host may keep the amount allowed by the schedule. A refund may still be considered where the Host prevented check-in, the Property was unavailable, the check-in information was wrong, the Host did not provide access, the Property was materially different from the Listing, or another Guest Protection event occurred. If you are delayed, message the Host and contact support as soon as possible.

6. Leaving early

• Personal choice: no refund is generally given for unused nights.
• A problem with the Property: you may qualify for a partial or full refund, depending on how serious it is, how many nights are affected, whether the Host had a chance to fix it, whether an alternative was available, and the evidence (section 9).
• Emergency or force majeure: section 11 may apply.

7. Changing a Booking

You may ask to change your check-in or check-out, or the number of guests; the Host may accept or decline. If the price changes, the difference (original amount → revised amount → amount payable or refundable) is handled through Livasta and any extra amount must be paid through Livasta. A change that shortens the stay or reduces guests is treated as a partial cancellation under this Policy.

8. If the Host or Livasta cancels

If the Host cancels a confirmed, paid Booking before check-in, you receive a 100% refund of what you paid, including the platform fee. Livasta may also help you find another Property, offer a comparable alternative, give a promotional credit where appropriate, or help with rebooking (subject to availability).

If Livasta cancels a Booking for a reason that is not your fault, you receive a full refund. If Livasta cancels because you materially breached the Staying Guest Agreement or the Party and Event Guest Agreement, the refund follows this schedule and Applicable Law.

9. Guest Protection

9.1 Property not available

If on arrival the Property is unavailable or occupied, the Host cannot give access, it has been sold or withdrawn, it was double-booked, or it cannot legally host you, Livasta may treat this as a Host/Property failure: you are generally entitled to a full refund plus reasonable rebooking help, subject to availability.

9.2 Property significantly different

You may ask for help where the Property is materially different from the Listing — for example a different property or location, an advertised room or major amenity missing, much smaller than described, seriously unclean, unsafe or structurally unsound, or not reasonably habitable.

9.3 How to claim

1. Contact the Host immediately through Livasta.
2. Document the problem: photos, videos, screenshots, messages and check-in evidence.
3. Report it to Livasta as soon as reasonably possible — preferably within 24 hours of finding the problem and no later than 72 hours, unless that was impossible.
4. Livasta reviews whether the problem qualifies, whether the Host can reasonably fix it, whether you should stay or be relocated, and the right refund.

9.4 Remedies

The remedy depends on the facts and evidence.

9.5 Safety first

If you believe there is an immediate threat to your safety, call 112 first, then contact Livasta support. Livasta may suspend the Booking and help with alternative accommodation.

10. Event Bookings

Event Bookings follow this Policy unless different cancellation terms are shown at checkout and accepted when booking. If an Event is stopped because of a material breach by the Organising Guest or Attendees, no refund is normally given (LA-GUEST-02, section 21).

11. Force majeure and major disruptions

A force-majeure event is an extraordinary circumstance outside the control of the guest, Host and Livasta that materially prevents the Booking — for example a natural disaster, major flood, earthquake or cyclone, a government evacuation order, war, terrorism, major civil unrest, government travel restrictions, legally imposed epidemic restrictions, or a major infrastructure failure officially recognised by the authorities.

Routine personal circumstances are not automatically force majeure — for example a change of plans, financial problems, a change of mind, a higher flight price, a work-schedule change, ordinary illness, or a missed flight where travel is still possible.

Where Livasta applies force majeure, you may receive a full or partial refund depending on the part of the stay affected, costs already incurred by the Host, services already provided and Applicable Law, or Livasta may offer rescheduling, travel credit or rebooking.

12. Long stays (28 nights or more)

A separate long-stay cancellation policy applies, shown on the Listing and at checkout before you pay. As a guide: cancel more than 30 days before check-in for a fuller refund; within 30 days of check-in the first 30 nights may be non-refundable; after check-in, 30 days' notice is generally required (you pay for the 30 days after you cancel and later nights are refunded).

13. Slot Bookings

For Slot Bookings, the times in the schedule are measured from the start of your slot.

14. How refunds are paid

Eligible refunds are issued automatically where possible, to the original payment method through Razorpay; the timing is explained in LA-GUEST-03, section 8. If an automatic refund cannot be completed, Livasta's team completes it manually and keeps you informed. Refund status is shown in Trips.

Contact

Support: support@livasta.com · Phone / WhatsApp: +91 89290 39102 (Monday – Saturday, 10:00 – 18:00 IST). In the app: Support (guest menu) → raise a ticket about a booking.

Grievances: grievance@livasta.com · Privacy and data requests: privacy@livasta.com.

LIV ASTA PRIVATE LIMITED · CIN U52291DC2026PTC473382 · Registered office: Plot 2, District Centre, Shivaji Place, Raja Garden, Rajouri Garden, New Delhi – 110027.