Refund and Cancellation Policy

Overview

This Refund and Cancellation Policy (along with the specific booking and cancellation conditions set out in each offer) outlines the circumstances under which Stayoft Ventures Private Limited ("Often" or "we") may provide refunds to our customers ("Customer" or "you") in respect of bookings made through our travel platform.

This policy does not apply to flights, and any flights purchased through Often (including those purchased as part of a package) are subject to the refund policies of the respective airline operators. Similarly, except as expressly set out below, other travel services such as cruises, tours, and activities are subject to the refund policies of their respective operators.

Consumer Protection Rights

It is noted that consumer protection laws provide for certain statutory guarantees, which cannot be excluded, restricted, or modified by us. These warranties are in addition to any voluntary warranties provided by Often. Nothing in this Refund Policy affects your rights under applicable consumer protection laws or similar legislation regarding statutory guarantees to the extent those rights cannot be excluded.

Booking Styles and Their Impact

When you make a booking through our platform, you select a booking style that determines your modification and cancellation options:

Flexible Booking

• Modifications: Generally allowed with minimal fees (subject to supplier availability)
• Cancellations: More lenient cancellation windows with better refund terms
• Refunds: Higher likelihood of partial or full refunds
• Cost: Typically higher upfront cost for increased flexibility

Standard Booking

• Modifications: Limited modification options with standard fees
• Cancellations: Standard cancellation terms apply as per supplier policies
• Refunds: Subject to supplier policies and timing restrictions
• Cost: Balanced pricing with moderate flexibility

Non-Refundable/Restricted Booking

• Modifications: Very limited or no modification options
• Cancellations: Strict cancellation terms, often non-refundable
• Refunds: Minimal to no refund eligibility
• Cost: Lowest upfront cost with minimal flexibility

When Often Will Provide Refunds

Often will provide a refund in the following circumstances:

1. Where the cancellation terms of the specific offer (as outlined in the booking confirmation or specific terms of the offer) expressly allow for a refund
2. Prior to the redemption of the offer and during the validity period, if the provider of the offer ceases trading permanently or officially enters into administration or liquidation
3. Where we are required by law to do so under applicable consumer protection legislation
4. Force Majeure Events as outlined in the specific section below

Circumstances That Do NOT Qualify for Refunds

For clarity, the following circumstances do NOT qualify for refunds:

• Failure to read terms: Where you have failed to read the specific terms and conditions of the offer or our general terms and conditions
• Change of mind: If you change your mind (except where such change of mind and request is within required cancellation periods outlined in the relevant cancellation policy)
• "Buy Now, Choose Dates Later" issues: If you purchase this option and are unable to obtain your preferred dates or fail to make a booking by the required deadline
• Date change requests: If you choose dates and subsequently wish to change to other dates which are not available
• No-show situations: If you are a 'no-show' and/or fail to check-in on your booking date
• Booking confirmation issues: If the supplier does not honor the terms because you failed to present proper booking confirmation
• Personal travel commitments: If you cannot redeem the offer prior to expiry due to your own travel commitments
• Cancelled bookings voiding packages: If you cancel a scheduled booking such that the cancellation voids the entire package according to supplier policy
• Unmet expectations: If the experience did not meet your general expectations
• Disputes with suppliers: If you have had a dispute with the business providing the service
• Late booking attempts: If suppliers don't have availability because you haven't attempted to book within a reasonable timeframe

Supplier-Specific Policies

Flight Cancellations and Refunds

Airline policies vary significantly and are governed by:

• Airline's fare rules: Each airline has specific terms for different ticket types
• Route and destination: International vs. domestic flights may have different policies
• Timing: Earlier cancellations typically incur lower penalties
• Reason for cancellation: Some circumstances may qualify for more favorable treatment
• Regulatory protections: Consumer protection laws in your jurisdiction may apply

Hotel and Accommodation Cancellations

Hotel cancellation policies are determined by individual properties and typically include:

• Free cancellation period: Often 24-48 hours before check-in
• Graduated penalties: Fees increase as check-in date approaches
• No-show policies: Full charge if you don't arrive without cancelling
• Special rates: Promotional or discounted rates often have stricter policies
• Peak season restrictions: Holidays and high-demand periods may have different terms

Force Majeure Events

A "Force Majeure Event" includes (but is not limited to) any act, event, or cause including:

• Natural disasters: Earthquakes, cyclones, floods, fires, lightning, storms, or other acts of God
• Labor disputes: Strikes or industrial disputes
• Civil unrest: Riots, terrorist acts, civil disturbances
• Technical issues: Breakages of machinery or industrial conditions
• Government actions: Delays in transportation, government orders, travel bans, border closures
• Health emergencies: Pandemics (including COVID-19), mandatory quarantines
• Any other unexpected and exceptional cause that prevents a trip from commencing, continuing, or being completed

Force Majeure Refund Options

If your accommodation booking is cancelled or cannot be taken due to a Force Majeure Event, Often will provide you:

Refund less unrecoverable costs (including but not limited to cancellation costs or monies not recoverable from third-party suppliers, marketing, production, content, finance, and any other costs incurred to sell the package)

Refund Process and Timeline

Requesting a Refund

1. Submit request: All refund requests must be submitted through the booking page
2. Provide full particulars: You must provide complete details as to why you are seeking a refund in accordance with this policy
3. Additional information: We may request additional information by phone or email to process your request

Verification Process

Often will verify the validity of refund requests by:

• Consulting with relevant suppliers responsible for fulfilling the offer
• Requesting additional documentation if necessary
• Reviewing the circumstances against our refund policy criteria

Refund Timeline

• Credit card refunds: 5-10 business days after approval
• Bank transfers: 7-14 business days depending on your bank
• International bookings: May take 2-4 weeks due to currency conversion and international processing
• Complex bookings: Multi-supplier bookings may have staggered refund timelines

Refund Method

• Primary method: Refunds will be credited to the credit card used to purchase the offer
• Alternative payment methods: If you request a refund to an alternate credit card or bank account, Often reserves the right to charge a $95 service/handling fee (deducted from the refund amount)

Refusal of Refund Requests

Often may refuse refund requests in circumstances where we believe:

• The request does not fall within the scope of this policy
• The request is misleading, incorrect, deceptive, or otherwise invalid
• The request appears fraudulent

Often is under no obligation to provide reasons why a request has been refused. Fraudulent refund requests will be immediately referred to relevant authorities.

Important Disclaimers

Any refund provided by Often is in no way an admission of liability by or on behalf of Often or the admission of any other fact in connection with any act or omission which led to the refund request.

Except as set out in this policy, Often will not be liable for any loss or damage incurred by customers, including but not limited to any cost, expense, or loss incurred in connection with bookings or associated travel arrangements.

Travel Insurance Recommendation

We strongly recommend purchasing travel insurance for additional protection that may cover:

• Trip cancellation coverage: May reimburse non-refundable costs
• Medical coverage: Protection for health-related cancellations
• Travel delay coverage: Compensation for extended delays
• Baggage protection: Coverage for lost or delayed luggage

Policy Changes

Often may change this policy at any time at our absolute discretion by posting the revised policy on our website. It is your responsibility to review the terms of this policy regularly. Your continued use of our services constitutes acceptance and acknowledgment of the terms of this policy.

Contact Information

For refund requests, questions, or feedback regarding this policy:

• Customer Service: Available through your account dashboard
• Email Support: info@often.travel
• Emergency Support: Available 24/7 during your travels

Last updated: 11th June 2025
This policy is subject to the terms and conditions of individual suppliers and applicable consumer protection laws.