๐ Our commitment: We believe in fair, transparent refund practices. If something goes wrong and it's our fault, we'll make it right โ promptly and without hassle.
1. Overview
This Refund & Return Policy covers two categories of transactions processed through TRACKINN:
- SaaS Subscription Fees: Monthly/annual fees paid by hotel owners for TRACKINN platform subscriptions.
- Guest Booking Payments: Payments made by hotel guests for room bookings processed through the TRACKINN platform.
Both categories have different refund rules, explained in detail below. This policy complies with the Consumer Protection Act, 2019, RBI payment refund guidelines, and our merchant agreement with Razorpay.
2. SaaS Subscription Refunds
2.1 Monthly Subscriptions
Monthly subscription fees are billed at the start of each billing cycle. We offer a 7-day prorated refund window from the billing date, applicable if:
- You cancel within 7 days of being charged and have not significantly used the platform during that period (fewer than 10 bookings processed).
- A technical error on our part caused an unintended charge.
- The platform experienced more than 48 hours of unplanned downtime in that billing period.
Subscription fees are not refundable after 7 days of the billing date, regardless of usage level.
2.2 Annual Subscriptions
Annual plan subscribers receive a discount in exchange for upfront commitment. Refunds for annual plans:
- Full refund: If cancelled within 14 days of initial sign-up (first year only).
- Prorated refund: If you cancel after 14 days, we will refund the unused months' value minus a 10% processing fee.
- No refund: If cancellation occurs within the last 2 months of the annual plan, no prorated refund is issued.
2.3 Plan Downgrade
If you downgrade from a higher plan to a lower plan mid-cycle, the difference is credited as TRACKINN credits applicable against future billing โ not refunded to your payment method.
3. Free Trial Policy
- All new hotel registrations receive a 30-day free trial with full platform access.
- No credit card is required during the trial period.
- If you do not subscribe after the trial, your account automatically downshifts to the limited free tier โ no charges are applied.
- There is nothing to "return" during a free trial โ simply stop using the platform or contact us for account deletion.
4. Guest Hotel Booking Cancellations & Refunds
Guest booking refunds are governed by the individual hotel's cancellation policy, which hotel owners set within TRACKINN. However, TRACKINN platform standards require hotels to follow these minimum policies:
4.1 Standard Cancellation Scenarios
- Cancelled 7+ days before check-in: Full refund of the amount paid, minus payment gateway charges (typically 2-3%).
- Cancelled 3โ6 days before check-in: 50% refund of the total booking amount. The remaining 50% is retained by the hotel as a cancellation fee.
- Cancelled 24โ72 hours before check-in: 25% refund of total paid amount. 75% is retained as a late cancellation fee.
- Cancelled less than 24 hours before check-in or No-Show: No refund. The full booking amount is retained by the hotel.
4.2 Special Circumstances (Full Refund)
Guests may receive a full refund regardless of timing in the following cases:
- Hotel confirmed inability to provide the booked accommodation (double booking, property closure, etc.).
- Natural disaster, government-declared emergency, or force majeure event affecting the hotel location.
- Death or medical emergency of the primary guest (documentation required).
- Government-mandated travel restrictions applicable to the guest's origin state.
4.3 Payment Hold & Booking Confirmation
On successful payment through TRACKINN, the booking amount is held in escrow for up to 24 hours pending hotel confirmation. If the hotel does not confirm within 24 hours, or cancels the booking, the full amount is automatically refunded to the guest's payment source within 5โ7 business days.
5. Refund Summary Table
| Scenario | Refund Amount | Status | Timeline |
|---|
| SaaS subscription โ cancelled within 7 days | Prorated amount | Eligible | 5โ7 business days |
| Annual plan โ cancelled within 14 days | 100% of amount paid | Eligible | 7โ10 business days |
| Annual plan โ cancelled after 14 days | Unused months minus 10% | Partial | 10โ14 business days |
| SaaS subscription โ cancelled after 7 days | No refund | Not Eligible | โ |
| Guest booking โ 7+ days before check-in | 100% (minus gateway fee) | Eligible | 5โ7 business days |
| Guest booking โ 3-6 days before check-in | 50% of booking amount | Partial | 5โ7 business days |
| Guest booking โ 24โ72 hours before | 25% of booking amount | Partial | 5โ7 business days |
| Guest booking โ No show / <24 hrs | No refund | Not Eligible | โ |
| Hotel cancels guest booking | 100% full refund | Eligible | 5โ7 business days |
| Force majeure / emergency | 100% full refund | Eligible | 7โ10 business days |
6. How to Request a Refund
For SaaS Subscription Refunds (Hotel Owners):
- Email billing@trackinn.in with subject "Subscription Refund Request"
- Include your Registered Email ID, Hotel Name, and Transaction Reference Number
- Our billing team will review and respond within 2 business days
For Guest Booking Refunds:
- Log in to your TRACKINN guest account โ My Bookings โ Select Booking โ Request Cancellation
- Or email support@trackinn.in with Booking ID and reason for cancellation
- Attach supporting documentation if claiming force majeure or medical emergency
7. Refund Timeline
- Refunds are initiated by us within 2 business days of approval.
- Credit cards: 5-7 business days to reflect on your statement.
- UPI/Net Banking: 3-5 business days.
- Debit cards: 7-10 business days.
- TRACKINN Credits: Instant upon approval.
- Processing times may vary based on your bank's internal processes. TRACKINN is not responsible for delays on the bank's end after initiation.
8. Non-Refundable Items
The following are strictly non-refundable under all circumstances:
- Payment gateway processing fees (Razorpay charges, typically 2-3% of transaction value)
- GST paid on subscription fees (as per Indian tax law, GST is non-refundable once remitted)
- TRACKINN setup fees (if any, for enterprise accounts with custom integrations)
- Subscription fees for periods where the platform was used extensively (>50 bookings/transactions)
- Credits issued as compensation (not refundable to payment source)
9. Disputes & Chargebacks
If you believe a charge is unauthorized or incorrect:
- Contact us first at billing@trackinn.in โ we resolve most disputes within 48 hours.
- Initiating a chargeback without first contacting us may result in account suspension during investigation.
- We cooperate fully with Razorpay and your bank during chargeback investigations and provide all transaction evidence.