Cancellation & Refund Policy
Guest cancellations, no-shows, early departure, Rustic-initiated cancellations and special rates.
Unless your written confirmation or a special rate states otherwise, the following cancellation rules apply to direct bookings with The Rustic.
1. Standard guest cancellation
- Cancel 48 hours or more before the scheduled check-in time: eligible for a refund of the accommodation amount paid, less non-refundable payment gateway / processing charges if any.
- Cancel within 48 hours of check-in: non-refundable.
- No-show (no arrival, no timely message): non-refundable.
- Early departure after check-in: unused nights are generally non-refundable.
2. How to cancel
Cancel in writing on the same WhatsApp or email thread used for booking. The timestamp of our receipt of your clear cancellation request counts. Phone-only messages may not be sufficient — please follow up in writing.
3. Special rates & long stays
Seasonal offers, workation months, group bookings, peak festivals, private buy-outs and discounted long-stay packages may have stricter or different cancellation terms. Those terms, shared before payment, override the standard 48-hour rule.
4. OTA bookings
Bookings made on Booking.com, MakeMyTrip or other OTAs follow that platform’s cancellation and refund process unless we explicitly agree otherwise in writing.
5. If The Rustic must cancel
If we cancel a confirmed stay (for example force majeure, safety, or operational impossibility), we will offer alternate dates at the same or another Rustic property where possible, or refund the accommodation amount we received for the cancelled nights. We are not responsible for your transport, flights, visas, third-party tours or consequential costs.
6. Refund method & timing
Refunds are given only where your cancellation is eligible under the rules above (or under the terms of your offer). We confirm in writing whether it qualifies, and send approved refunds to the original payment method (or UPI) within 7 working days of that confirmation. Your bank or UPI app may take a few more days to show the credit. If a refund has not arrived, write to us with your booking name and dates.
7. Café & retail
Café orders once prepared are non-refundable, except where the order was wrong or not of acceptable quality and you tell us promptly — we will remake it or refund it. Defective merchandise will be replaced or refunded.
