BOOKING, PAYMENT, CANCELLATION & REFUND POLICY
AYUROOMS AND WELLNESS PRIVATE LIMITED
Version: 2.5 — 21 October 2026
Effective Date: 22 October 2026
Website: www.ayurooms.com
Introduction
Ayurooms and Wellness Private Limited ("Ayurooms") is a wellness-travel curation, booking and concierge company. We help customers identify and book suitable Ayurveda, naturopathy and wellness programmes at independently owned and operated resorts and healthcare facilities in India ("Partner Resorts").
Our objective is to make the booking and payment process transparent, straightforward and dependable, while protecting our customers' interests throughout their relationship with Ayurooms.
This Policy explains how Ayurooms confirms bookings, collects payments, manages changes and cancellations, and processes refunds or future booking credits.
Important: Every resort and booking may have different commercial terms.
The specific terms communicated and agreed in writing for an individual booking, including any expressly incorporated Partner Resort cancellation provisions, govern that reservation. These take precedence over general provisions in this Policy where they differ.
Ayurooms communicates material payment and cancellation conditions before collecting payment. Ayurooms does not impose more restrictive conditions retrospectively on a confirmed booking without the customer's agreement, except where required by law.
Nothing in this Policy limits mandatory consumer rights or remedies available under applicable law.
1. BOOKING CONFIRMATION
Ayurooms confirms a booking once the Partner Resort has accepted the reservation and Ayurooms has communicated its confirmation to the customer in writing.
The Booking Confirmation, whether delivered by email, as a Visual Booking Confirmation, or through another agreed written channel, identifies the material particulars of the reservation.
These normally include the resort, guest names, check-in and check-out dates, room category, occupancy, package price, inclusions, payment schedule and applicable conditions.
Where a deposit is required to secure a booking, Ayurooms communicates the amount and payment deadline clearly. Ayurooms may also confirm a reservation with an agreed deferred-payment arrangement, subject to the stated payment conditions.
A provisional reservation or temporary room hold does not constitute a guaranteed booking unless Ayurooms expressly confirms otherwise. Such holds may expire automatically if the customer does not convert them into confirmed reservations within the agreed period.
2. BOOKING LIFECYCLE
The booking process generally involves the following stages:
1. Enquiry: The customer communicates travel dates, wellness objectives, accommodation preferences, budget and relevant requirements.
2. Proposal: Ayurooms recommends suitable resorts and provides a personalised quotation, including the proposed package and relevant conditions.
3. Availability Hold: Where possible, Ayurooms requests a provisional room hold while the customer considers the proposal or arranges travel.
4. Confirmation: Following acceptance by the Partner Resort and agreement with the customer, Ayurooms issues the Booking Confirmation and payment instructions.
5. Payment: The customer pays the required deposit and remaining instalments by their respective due dates. Ayurooms records and acknowledges payments received.
6. Pre-Arrival: Ayurooms coordinates the information and arrangements required for the stay, including visas, airport transfers, travel details and resort registration requirements, where applicable.
7. Stay and Post-Stay: The Partner Resort delivers the agreed services. Ayurooms remains available to assist with coordination, service-related concerns and reasonable post-stay matters.
3. PAYMENT TERMS
3.1 Deposits and Instalments
Standard Deposit — 25%
A deposit of 25% of the total package price is the standard booking requirement at Ayurooms and is generally accepted as the industry norm for securing a resort reservation.
However, deposit requirements vary according to the Partner Resort, season, travel dates and specific package.
Some resorts require a 50% deposit, particularly during high-demand periods. A smaller number of resorts require 100% payment in advance to secure a reservation.
Ayurooms communicates the applicable deposit requirement before collecting payment.
Flexible Payment Plans
Ayurooms recognises that booking an extended wellness retreat can represent a significant financial commitment, particularly when customers reserve their stays several months in advance.
We therefore endeavour to offer flexibility wherever possible.
On a case-by-case basis, Ayurooms works with customers to develop personalised payment plans, allowing them to pay the package price in manageable instalments rather than through one or two large payments.
In most situations, Ayurooms can accommodate reasonable requests for flexible instalment arrangements, provided the agreed payment schedule meets the Partner Resort's requirements.
However, flexibility is not always possible. Where a Partner Resort imposes a strict, non-negotiable requirement for a 50% deposit or full advance payment, Ayurooms must honour that requirement.
Ayurooms confirms each agreed payment plan in writing, including the initial deposit, subsequent instalments and final balance-payment deadline.
The payment schedule specified in the individual Booking Confirmation takes precedence over these general deposit guidelines.
3.2 Accepted Payment Methods
Depending on the booking and currency, customers may pay through:
• Secure credit-card or debit-card payment links.
• Bank transfers to accounts identified in Ayurooms' verified payment instructions.
• Wise or other authorised international payment services.
• Other payment arrangements expressly agreed in writing.
Ayurooms provides the appropriate payment instructions. Customers must use only the payment links or banking details communicated through verified Ayurooms channels.
Customers must not submit complete payment-card details through ordinary email or WhatsApp.
3.3 Currencies and Exchange Rates
Ayurooms quotes prices in Indian rupees or major international currencies, including GBP, EUR, USD, CAD, SGD, AUD and AED.
The agreed quotation or Booking Confirmation identifies the amount and currency payable. Where Ayurooms offers alternative currency amounts, the customer uses the selected payment option rather than independently calculating a currency conversion.
If a customer requests a change of currency or payment method, Ayurooms may issue revised payment instructions and, where necessary, an updated quotation.
3.4 Bank-Transfer Discounts
Ayurooms may offer a discount for payment by bank transfer or Wise, frequently 4% of the eligible retreat package value.
Such discounts apply only when Ayurooms expressly offers and confirms them in writing. They are not automatically available for every booking, payment method or additional service.
Government visa fees, visa-processing charges and other excluded components do not qualify for the bank-transfer discount unless Ayurooms expressly states otherwise.
3.5 Transaction Charges and Amounts Received
Where the payment instructions specify an exact net amount, the customer must ensure that Ayurooms receives the full agreed amount.
The customer bears applicable bank, intermediary, remittance and currency-conversion charges where Ayurooms has disclosed this responsibility and the customer has agreed to it.
For secure card payments, Ayurooms does not charge customers a second time for processing costs already incorporated into the quoted card price.
Ayurooms records the actual amount received and notifies the customer of any genuine shortfall against the agreed payable amount.
3.6 Payment Acknowledgements and Outstanding Balances
Ayurooms normally acknowledges payments after receiving and reconciling the funds.
Ayurooms may issue an updated Booking Confirmation or payment acknowledgement showing the total booking value, amounts received and outstanding balance.
Late or incomplete payment may place a reservation at risk. Where a customer misses a payment deadline, Ayurooms endeavours to contact the customer before releasing or cancelling the reservation, subject to the Partner Resort's deadlines and applicable booking terms.
4. PACKAGE PRICES AND VARIATIONS
Ayurooms calculates package prices based on the agreed resort, room category, length of stay, occupancy, treatment programme and inclusions.
The customer's written offer or Booking Confirmation identifies the total payable and any separately chargeable services.
Ayurooms' all-inclusive retreat packages generally include applicable taxes and all items expressly listed in the offer. Ayurooms communicates any exclusions or additional charges before collecting payment.
Once Ayurooms confirms a booking, the agreed package price does not ordinarily change.
The following circumstances may require revised pricing:
• The customer requests a change of dates, duration, room category, occupancy or services.
• The customer requests additional services.
• Government authorities change applicable taxes or mandatory statutory charges.
• The customer selects a different payment currency or payment method that requires a revised quotation.
Ayurooms explains and confirms material changes to the agreed package or price in writing before collecting additional payment, subject to applicable law.
4.1 Room Category Changes and Refunds
The package price confirmed at the time of booking reflects the room category selected by the customer.
Voluntary Downgrades
If a customer voluntarily decides to move to a lower room category after booking a higher room category, the original package price remains unchanged.
Such voluntary changes do not automatically entitle the customer to a refund, price reduction or credit, even where the lower room category carries a lower published tariff.
This principle applies whether the customer requests the change before arrival or during the stay, unless Ayurooms and the Partner Resort expressly agree to revised terms in writing.
Involuntary Downgrades Due to Room Defects
In exceptionally rare circumstances, a serious mechanical malfunction, structural problem or other material defect may render a booked room uninhabitable or unsuitable for continued occupancy.
Where the Partner Resort cannot rectify the problem or provide an alternative room of equivalent or higher category, the customer may have no reasonable option but to move to a lower room category.
In such circumstances, the customer may qualify for compensation in the form of a partial refund calculated on the applicable tariff difference between the originally booked room category and the replacement room category.
Ayurooms calculates the potential refund based on the relevant room tariffs and the actual number of nights the customer spends in the lower category.
Ayurooms works with the Partner Resort to verify the circumstances, reconcile the tariff difference and arrange the appropriate adjustment.
Such involuntary room downgrades are extremely rare.
This provision does not limit any statutory rights or remedies available to customers under applicable consumer protection laws.
5. BEST PRICE GUARANTEE
5.1 Our Best Price Commitment
Ayurooms guarantees the best available price for an identical wellness retreat package.
If a customer finds a lower publicly available online price for the exact same package, Ayurooms guarantees to beat that price by at least 5%, subject to the verification conditions below.
Our Best Price Guarantee reflects our commitment to transparent pricing, exceptional value and fair treatment of customers.
Ayurooms does not charge a separate service fee for resort recommendations, booking assistance or general concierge support. Customers benefit from our expertise, resort relationships and booking services without paying an additional advisory or booking fee.
For equivalent packages and booking conditions, customers do not pay more through Ayurooms than the Partner Resort's published rates.
Ayurooms frequently negotiates preferential rates and provides additional inclusions, such as airport transfers, excursions or visa assistance, according to the individual package.
5.2 Price Comparisons Before or After Contacting Ayurooms
We encourage customers to compare our prices with those offered directly by the Partner Resorts.
If you receive a better price directly from the resort, either before or after contacting Ayurooms, please forward the quotation to us. We will be happy to review it and, wherever possible, make you an even better offer.
Our longstanding relationships with Partner Resorts frequently allow us to negotiate preferential rates and additional benefits that individual guests may not receive when booking directly.
However, resorts occasionally extend special, privately negotiated rates to individual customers. While Ayurooms cannot guarantee that it will beat every such offer, we make every reasonable effort to improve the price or overall package value.
Where competing quotations differ in room category, treatment programme, inclusions or booking conditions, Ayurooms explains these differences to help customers make an informed comparison.
The 5% price-beat commitment specifically applies to qualifying lower publicly available online prices for identical packages, as explained below.
5.3 Price Comparisons After Booking
Customers who have already confirmed a reservation through Ayurooms may also invoke the Best Price Guarantee.
Where a customer subsequently discovers a lower publicly available online price for an identical package, Ayurooms honours its commitment to beat the verified competing price by at least 5%, provided the customer meets the eligibility and comparison requirements.
This policy covers qualifying bookings arranged through the Ayurooms website or confirmed directly with our team through email or WhatsApp.
For post-booking claims, the customer must have made the reservation through Ayurooms before booking the same stay through another provider. A quotation obtained before booking with Ayurooms falls under the pre-booking comparison provisions in Clause 5.2.
Ayurooms verifies the competing offer before approving a price adjustment.
5.4 Identical Package Requirement
The 5% Best Price Guarantee applies to genuine like-for-like comparisons.
The competing offer must cover the same:
• Partner Resort.
• Check-in and check-out dates.
• Length of stay.
• Room category and occupancy.
• Wellness or Ayurvedic treatment programme.
• Meal arrangements and other material package inclusions.
• Taxes and mandatory charges.
• Material booking, payment and cancellation conditions.
Ayurooms also considers any included airport transfers, medicines, excursions and other services that materially affect the package's value.
The comparison uses the total payable package price rather than an isolated nightly rate or an advertised price that excludes mandatory charges.
Where the packages differ, Ayurooms explains the differences and offers a comparable alternative wherever possible.
Ayurooms may modify the inclusions, with the customer's agreement, to create a more directly comparable package.
The automatic 5% price-beat commitment applies to identical packages, not to packages with materially different services, room categories or booking conditions.
5.5 Claim Verification
Customers requesting a price match or price adjustment must provide sufficient information for Ayurooms to verify the competing offer.
Acceptable evidence includes:
• A link to the competing online offer.
• A written quotation from the Partner Resort or competing provider.
• A screenshot showing the package price and relevant booking details.
• Other verifiable documentation identifying the applicable dates, package and inclusions.
Ayurooms checks the authenticity of the offer, its availability, the relevant booking conditions and the final payable price.
For the 5% online guarantee, the competing price must be genuine, publicly available and bookable for the identical package when Ayurooms verifies the claim.
Expired promotions, unavailable inventory, pricing errors and differences arising solely from currency conversion or rounding do not establish a qualifying lower price.
5.6 Applying the Guarantee
Once Ayurooms verifies a qualifying lower price, it confirms the revised package price in writing.
For bookings that have not yet been paid, Ayurooms incorporates the revised price into the quotation or Booking Confirmation.
For confirmed bookings with an outstanding balance, Ayurooms adjusts the balance payable.
Where a customer has already paid more than the revised qualifying package price, Ayurooms arranges the appropriate refund or price adjustment.
Any additional promotional or payment-method discount, including the bank-transfer discount described in Clause 3.4, applies only where Ayurooms expressly includes it in the revised offer.
5.7 Best Price and Best Value
Ayurooms believes that value extends beyond the headline price.
Two packages may appear identical at first glance while differing significantly in treatment duration, physician consultations, medicines, airport transfers, meals, room quality or cancellation flexibility.
Our role is to help customers make informed comparisons and avoid compromising essential services simply to obtain a lower advertised rate.
Our commitment is to provide the best available price for an identical package while preserving the quality, transparency and customer support that distinguish Ayurooms.
6. CANCELLATION BY THE CUSTOMER
6.1 Cancellation Requests
Customers who wish to cancel a booking must notify Ayurooms in writing as early as possible, preferably by email to support@ayurooms.com or aly@ayurooms.com.
Ayurooms ordinarily uses the date it receives the written cancellation request to calculate the applicable notice period.
Ayurooms measures notice periods in calendar days before the scheduled check-in date, using the resort's local time, unless the agreed booking terms specify otherwise.
6.2 Applicable Cancellation Conditions
The written terms applicable to each booking determine cancellation charges and refund entitlements.
Partner Resorts apply different notice periods and cancellation charges. Certain bookings, especially during peak season or close to arrival, may become wholly or partially non-refundable.
Where a resort calculates its cancellation charge as a percentage of the total booking value rather than the amount already paid, Ayurooms discloses this condition before booking. Any additional payment obligation must arise from terms the customer has agreed to.
Ayurooms does not apply one universal refund-percentage schedule to all bookings.
6.3 Ayurooms Flexible Cancellation Arrangement
For bookings where Ayurooms expressly offers its flexible cancellation arrangement, the following provisions apply.
Cancellation More Than 30 Days Before Check-In
The customer may request cancellation or a change of dates.
Where the agreed arrangement permits cancellation and a refund:
• Ayurooms refunds 85% of the amount paid through an agreed payment method.
• Ayurooms preserves the remaining 15% as a formal credit toward a future booking.
• The credit normally remains valid for 12 months. The Credit Note specifies its exact expiry date.
• The customer may transfer the credit to a family member or friend where the Credit Note permits.
Rescheduling Instead of Cancellation
Where a customer reschedules a qualifying booking instead of cancelling it, Ayurooms endeavours to preserve the full amount paid as credit toward a replacement booking, subject to agreement with the Partner Resort.
The new reservation depends on availability, acceptance by the relevant resort and any difference in package prices.
Cancellation Within 30 Days of Check-In
The cancellation conditions expressly agreed for the individual booking apply.
Some bookings become entirely non-refundable within this period. Other bookings may qualify for a partial refund or credit under the Partner Resort's applicable terms.
Ayurooms confirms the financial consequences of the cancellation in writing.
6.4 Bookings Without the Flexible Cancellation Arrangement
Where Ayurooms has not expressly offered or agreed to the flexible cancellation arrangement described in Clause 6.3, the cancellation terms specifically disclosed for that booking apply.
Ayurooms does not retrospectively impose the 15% credit conversion or another undisclosed cancellation charge.
6.5 Special Circumstances
Where a customer cancels because of a serious medical emergency, bereavement, major travel disruption or another exceptional circumstance, Ayurooms advocates with the Partner Resort for a compassionate resolution wherever reasonably possible.
Possible outcomes include reduced cancellation charges, alternative dates, a partial refund or a future booking credit.
The particular circumstances and the Partner Resort's agreement determine the available concessions. Ayurooms cannot guarantee a concession unless the Partner Resort or Ayurooms confirms it in writing.
Ayurooms strongly encourages all customers to purchase appropriate travel insurance.
7. CANCELLATION OR CHANGE BY AYUROOMS OR THE PARTNER RESORT
If a Partner Resort cannot honour a confirmed reservation, Ayurooms informs the customer as soon as reasonably practicable and assists in finding an appropriate resolution.
Depending on the circumstances, Ayurooms may offer:
• An alternative resort of comparable standard, subject to the customer's acceptance.
• Revised dates at the original resort.
• A refund of applicable amounts paid for services that the provider cannot deliver.
Where Ayurooms or the Partner Resort cancels a confirmed booking for reasons within its control and cannot provide an acceptable replacement, the customer retains the right to the applicable refund and any additional remedy required under law.
Ayurooms does not impose its own cancellation or administration deduction merely because Ayurooms cancels an agreed booking.
Events Outside the Parties' Control
Where extraordinary events prevent travel or service delivery, including official travel restrictions, border closures, serious natural disasters or comparable force majeure events, Ayurooms works with the customer and relevant providers to determine the available remedies.
These may include postponement, credits or refunds in accordance with the agreed terms and applicable law.
An inability to travel does not automatically entitle the customer to a full refund where the resort remains available to provide the booked services.
8. REFUND PROCESSING AND FUTURE BOOKING CREDITS
8.1 Refund Calculation
Once Ayurooms accepts a cancellation and determines its financial consequences, Ayurooms provides a written statement identifying:
• The total amount received.
• Any applicable cancellation deductions or agreed non-refundable charges.
• The amount approved for a cash refund.
• Any amount preserved as future booking credit.
• The refund currency and payment method.
Where necessary, Ayurooms first reconciles the amount with the Partner Resort and the relevant payment records.
8.2 Refund Payment
Ayurooms processes approved refunds as promptly as reasonably possible, normally targeting completion within 7–14 business days after approval and confirmation of the necessary payment details, subject to any shorter period required by law.
Ayurooms returns refunds to the original payment method where supported or uses a mutually agreed bank-transfer or international payment service, including Wise.
The customer's bank or payment provider may require additional processing time.
Ayurooms explains applicable currency-conversion differences and transfer charges. Refunds in a different currency may differ from the original foreign-currency amount paid because of exchange-rate movements.
Where Ayurooms' own failure causes a cancellation or refund, Ayurooms does not pass inappropriate additional charges arising from that failure to the customer.
8.3 Formal Credit Notes
Where Ayurooms agrees to preserve all or part of a payment for future use, it issues a Credit Note or other written confirmation.
The Credit Note identifies:
• The credit amount and currency.
• The name of the beneficiary.
• The date of issue.
• The validity period and expiry date.
• Any transferability conditions.
• Any applicable redemption restrictions.
Customers may redeem Ayurooms-issued credits toward future bookings through Ayurooms in accordance with the conditions stated in the Credit Note.
Credits issued solely by a Partner Resort remain subject to that resort's conditions, including validity, eligible dates and available services.
8.4 Use and Settlement of Credits
When a customer applies an existing credit to a new booking, Ayurooms acknowledges its utilisation and identifies any remaining credit balance or additional payment due.
Customers cannot automatically redeem credits for cash unless Ayurooms expressly agrees to that arrangement.
A Credit Note is distinct from a cash refund. Issuing a credit does not mean that Ayurooms has returned funds to the customer.
Ayurooms maintains records of refunds, credit issuance, transfers and redemptions.
9. VISA REJECTION AND TRAVEL DOCUMENT ISSUES
Customers must hold valid passports, visas and other travel documents required for their journey.
Ayurooms provides Indian visa assistance where requested and agreed. However, the relevant government authority retains sole discretion to approve or reject a visa application.
A visa delay, refusal, airline disruption or documentation problem does not automatically entitle the customer to a refund of the retreat package.
The applicable cancellation conditions in Clause 6 and the individual Booking Confirmation govern, subject to any special written arrangement or remedy required by law.
Government visa application fees and other third-party charges may be non-refundable once incurred, provided Ayurooms disclosed this condition before purchase.
Where an error attributable to Ayurooms in providing agreed visa-related services causes a loss, Ayurooms reviews the matter separately and considers appropriate remedies.
Ayurooms encourages customers to obtain travel insurance covering visa-related cancellation and disruption risks wherever available.
10. NO-SHOWS AND EARLY DEPARTURES
Customers who fail to arrive for a confirmed booking or voluntarily depart before the scheduled check-out date may forfeit all or part of the package value under the applicable booking and resort terms.
Unused accommodation nights, treatments, meals or other inclusions do not automatically qualify for a refund.
Where a genuine medical emergency or another serious unforeseen event causes early departure, Ayurooms endeavours to negotiate a partial refund, postponement or appropriate credit with the Partner Resort.
Ayurooms assesses each case individually and confirms any agreed adjustment in writing.
Where the provider cannot deliver material services included in the confirmed package, Ayurooms assesses the customer's rights and available remedies separately from voluntary early departure.
11. PAYMENT DISPUTES AND CHARGEBACKS
Ayurooms encourages customers to contact us promptly if they identify an error in a payment, outstanding balance, cancellation deduction or refund calculation.
Ayurooms reviews the booking correspondence, payment receipts, bank or gateway settlements, resort charges and other relevant records to identify and resolve discrepancies.
Where Ayurooms identifies an error, we make the appropriate correction and communicate the outcome.
Customers retain all rights to approach their bank, card issuer, payment provider or competent consumer-protection authority. This Policy does not require customers to waive or delay any statutory payment-dispute or chargeback rights.
12. GRIEVANCES AND CUSTOMER ASSISTANCE
Ayurooms provides customer assistance before, during and after each stay.
Customers may direct questions and complaints concerning bookings, payments, cancellations or refunds to:
Ayurooms Customer Support
Email: support@ayurooms.com
Email: aly@ayurooms.com
Telephone / WhatsApp: +91 96 86 049 112
Website: www.ayurooms.com
Ayurooms endeavours to acknowledge complaints promptly and resolve them through its customer-support and grievance-resolution procedures.
Where a complaint concerns services delivered by a Partner Resort, Ayurooms liaises with the relevant provider and assists in seeking a fair resolution.
Nothing in this Policy limits the customer's right to pursue remedies available under applicable law.
13. POLICY UPDATES AND EFFECTIVE DATE
Ayurooms may revise this Policy to reflect operational improvements, changes in payment systems, Partner Resort arrangements or applicable laws.
Each revised Policy identifies its effective date.
Ayurooms does not retrospectively alter the material commercial terms of an already confirmed booking to the customer's detriment without agreement, except where required by law.
For confirmed bookings, the individually agreed written terms and subsequent written amendments remain the primary reference for payment obligations, cancellation charges, refunds and credits.
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