Refund & Cancellation Policy

HotelHostel is a marketplace and digital booking platform. Cancellation and refund outcomes depend on the booking record, the selected property or provider’s terms, payment status, and any applicable law. This policy does not promise a refund for every booking.

You may request cancellation through the available booking or support channel. Whether a cancellation is free, partly refundable, or non-refundable is determined by the cancellation conditions shown before confirmation and included in the booking information.

Hotels, hostels, and other properties may set different cancellation deadlines, fees, deposits, minimum-stay rules, and refund conditions. Always review the property’s terms for the exact room, bed, dates, guests, and rate before payment or confirmation.

Where the confirmed booking is marked refundable and you cancel within the stated conditions, the refundable amount may be returned after the property, provider, and payment records are checked. Taxes, fees, deposits, or other amounts may be treated differently under the booking terms.

Non-refundable rates generally do not qualify for a refund when cancelled, changed, or unused, except where the property, provider, payment workflow, or applicable law provides otherwise. A request can still be submitted for review, but approval is not guaranteed.

Deadlines are based on the local time and conditions shown for the booking. A request received after the stated deadline may incur a fee or produce no refund. Technical delays, incomplete requests, or failure to receive a message do not automatically extend a property’s deadline.

If a guest does not arrive or does not contact the property within its check-in window, the booking may be treated as a no-show and charged under the applicable property or provider terms. Contact the property and HotelHostel as soon as possible if arrival is delayed.

Leaving before the booked departure date does not automatically create a refund. Any refund or charge adjustment is subject to the property or provider’s terms and its agreement to release or resell the remaining nights.

If a property or provider cannot honor a confirmed reservation, HotelHostel will communicate the available next step where the platform is notified. Depending on the circumstances, this may include alternative arrangements, a rebooking option, or a refund of an amount actually paid, subject to provider and payment records.

Report a suspected duplicate, incorrect amount, or unrecognized booking charge promptly with the booking reference, transaction details, and contact information used for the reservation. We will review the Platform and provider records and coordinate with the payment processor where necessary.

A failed, declined, reversed, or incomplete payment may leave a booking unconfirmed. A temporary bank authorization or pending amount may be released according to the payment provider or bank’s process; HotelHostel cannot set a bank’s release timing. Do not assume a stay is confirmed until the booking status or confirmation says so.

When approved, refunds are normally sent through the original payment method or another method required by the payment provider’s controls. Cash, bank, card, wallet, or third-party payment refunds may follow different verification requirements. We do not request or publish private bank credentials through this policy.

Refund timing depends on review by the property or provider, the payment processor, the bank, weekends or holidays, and any required verification. We do not promise a fixed processing period. Once a refund is submitted, the payment provider or bank may provide the most accurate posting estimate.

Bookings supplied by a third-party accommodation or inventory provider may have that provider’s cancellation, refund, currency, and support rules. The applicable terms shown at booking and in the confirmation control the outcome, and HotelHostel may need to coordinate the request with that provider.

Contact HotelHostel first so we can investigate a booking, payment, or refund issue. If you contact your bank or payment provider, provide accurate booking information and avoid duplicate recovery requests. Nothing in this policy limits rights that applicable law gives you.

Email info@paysaw.com or call +92 300 1729729. Include your booking reference, reason for the request, requested cancellation date and time, and the email or phone number used for the booking. Do not send complete card numbers, CVV, passwords, or private banking credentials.

HotelHostel is operated by PaySaw SMC Private Limited. Support is available through info@paysaw.com and +92 300 1729729. We will use the booking and payment information reasonably needed to investigate the request and communicate the outcome.