two tier cancellation policy in India

This is live for all categories excluding RO

Objective

The purpose of this policy is to reduce cancellations and improve customer intent by implementing a structured cancellation fee system.

Policy Overview

We have introduced a two-tier cancellation policy that will be implemented pan India. The policy focuses on the following principles:

1. Cancellation Windows:

   • 3 Hours Before Booking Time:

     • Customers will be charged a penalty for cancellations made within this window.

   • 12 Hours Before Booking Time:

     • Customers will be charged ~50% of the penalty amount configured for the 3-hour window.

     • Note: The penalty charged in the 12-hour window will not be transferred to partners.

2. Partner Payout Cap:

   • The partner payout for cancellations remains capped at INR 100 as per the existing configuration.

Details of the Policy

1. Cancellation Windows

Please refer the sheet category wise. 

FAQ’s

Q1: Why is the penalty different for the two windows?

• To encourage customers to plan better and reduce last-minute cancellations.

Q2: Why is the 12-hour window penalty not shared with partners?

• The reduced penalty is meant to cover operational costs and improve customer intent, not partner payouts.

Q3: How does this benefit partners?

• By reducing last-minute cancellations, partners get more predictable booking schedules and fewer disruptions.