Cancellation & Refund Policy

This Cancellation & Refund Policy governs cancellations and refunds for bookings made through the Basera Stays platform ("Basera", "we", "us"). Basera operates solely as a marketplace and payment collection agent. Accommodation services are provided by independent property owners ("Hosts").

Basera is not a party to the accommodation contract between the Host and the Guest.

1. Scope of This Policy

This policy applies to:

• Bookings made through the Basera platform
• Payments collected online via Basera's payment gateway

This policy does not override the Host's individual cancellation or refund terms.

2. Role of Basera

Basera:

• Facilitates bookings and collects payments on behalf of Hosts
• Deducts its platform commission
• Remits the remaining amount to the Host

Basera:

• Does not decide refund eligibility
• Does not set cancellation penalties
• Does not guarantee refunds
• Does not assume liability for cancellations

Refund decisions are made solely by the Host.

3. Guest-Initiated Cancellations

3.1 Cancellation Requests

• Guests may request cancellation through the Basera platform
• The timing of the request is recorded automatically

3.2 Refund Eligibility

• Refund eligibility, amount, and conditions depend entirely on the Host's stated cancellation and refund policy
• Refund policies vary by property and are clearly stated on each listing. Guests must review the policy before booking.
• Different Hosts may have different policies (flexible, partial, non-refundable, etc.)

Basera does not evaluate or override host policies.

3.3 Advance Payments & Remaining Payments

• Any amount paid by the guest (advance or full payment) is subject to the Host's refund policy
• Platform commission is deducted as per the agreed structure

4. Host-Initiated Cancellations

4.1 Host Cancellation Before Check-In

If a Host cancels a confirmed booking before the scheduled check-in time:

• The Host is solely responsible for the cancellation.
• The Guest is entitled to a full refund of the total booking amount paid.
• The platform commission retained by Basera is non-refundable in cases of unjustified cancellations.

Refund Processing Mechanism

• As booking amounts are settled instantly to the Host, the Host is required to remit the full refundable amount to Basera for processing the refund.
• The Host must remit the refund amount within forty-eight (48) hours of cancellation confirmation.
• Basera will initiate the refund only after receiving the corresponding refund amount from the Host.

Refunds will be processed through the original payment method where technically feasible, or through an alternative method coordinated by Basera.

Basera does not issue refunds from its own funds and does not assume financial liability for host-initiated cancellations.

Delays Due to External Factors

Neither the Host nor Basera shall be responsible for delays caused by:

• Banks or financial institutions
• Payment gateways or settlement partners
• Network outages or technical failures
• Regulatory or compliance checks

Such delays are outside the control of both the Host and Basera.

Unjustified Host Cancellations

If a Host cancels a booking without a valid or unavoidable reason:

• The Host remains liable to refund 100% of the guest-paid amount.
• The platform commission retained by Basera shall not be refunded.
• Basera may take one or more platform actions, including:
  • Reduction of listing visibility
  • Temporary suspension of the listing or host account
  • Additional verification requirements
  • Permanent removal from the platform in case of repeated violations

Failure to remit the refund amount within the stipulated timeline may result in immediate platform restrictions.

Justified Host Cancellations

A Host cancellation may be considered justified only in cases beyond the Host's reasonable control, including but not limited to:

• Property becoming uninhabitable due to damage, fire, flooding, or structural issues
• Natural disasters, extreme weather conditions, or force majeure events
• Government orders, lockdowns, or legal restrictions affecting operations
• Critical utility failures (electricity, water, sanitation) that make the stay unsafe
• Safety or security concerns posing a genuine risk to guests
• Any other exceptional circumstance verified and approved by Basera

In justified cancellation cases:

• The Guest will receive a full refund.
• Basera may, at its discretion, refund or waive the platform commission.

The determination of whether a cancellation is justified rests solely with Basera, acting in the interest of platform integrity and guest trust.

4.2 Host Cancellation at or After Check-In

If a Host cancels a booking, denies entry, or terminates a guest's stay at or after check-in, the following shall apply:

Guest Rights

• The Guest is entitled to a refund for the unused portion of the stay.
• The refund amount shall be calculated based on:
  • The remaining nights or duration not utilized, and
  • The total booking value.

Refund Responsibility & Processing

• As booking amounts are settled instantly to the Host, the Host is required to remit the refundable amount to Basera.
• The Host must remit the refund amount within forty-eight (48) hours of termination of stay.
• Basera will initiate the refund only after receiving the corresponding amount from the Host.
• Refunds will be processed through the original payment method where feasible, or through an alternative method coordinated by Basera.

Basera does not issue refunds from its own funds.

Justified Termination of Stay

A Host may terminate a stay without refund only in limited circumstances, including but not limited to:

• Serious violation of house rules
• Illegal or unsafe activity
• Threats, harassment, or damage to property
• Government or law enforcement orders
• Emergency safety concerns

The determination of whether termination is justified rests solely with Basera, based on available evidence.

Unjustified Termination of Stay

If termination of stay is deemed unjustified:

• The Guest is entitled to a refund for the unused portion of the stay.
• The platform commission retained by Basera shall not be refunded.
• Basera may take platform actions against the Host.

Alternative Accommodation

• Basera may, at its discretion, assist the Guest in identifying alternative accommodation.
• Basera does not guarantee availability, pricing, or suitability of alternate stays.

Delays Beyond Control

Neither the Host nor Basera shall be responsible for delays caused by banks, technical failures, or regulatory processes.

5. Payment-Related Entry Denial

• Guests are required to complete full payment before or during check-in
• If a guest fails to complete payment:
  • The Host may deny entry
  • Such denial is not considered a cancellation by Basera

Refunds, if any, in such cases are governed solely by the Host's refund policy.

Basera bears no responsibility for entry denial due to non-payment.

6. Refund Processing

Where a refund is approved by the Host:

• Basera will initiate the refund through the original payment method
• Refund timelines depend on banks and payment providers

Basera:

• Does not issue refunds from its own funds
• Is not responsible for delays caused by financial institutions

7. Situations Outside Basera's Control

Basera is not responsible for refunds or compensation arising from:

• Guest dissatisfaction with the stay
• Property condition or amenities
• Weather conditions or natural events
• Local disruptions or Host conduct
• Security deposits or Offline payments
• Add-on services charged outside the platform

8. Disputes & Escalation

• Guests and Hosts are expected to first resolve issues directly
• If a dispute escalates:
  • Basera may act as a neutral communication intermediary
  • Basera does not decide fault or impose outcomes

Basera's involvement does not create liability.

9. Limitation of Liability

To the maximum extent permitted by law:

• Basera shall not be liable for cancellation losses, refund denials, partial refunds, host-guest disputes, or travel expenses.
• Any liability, if established, is limited to the platform commission earned for the booking, or ₹5,000, whichever is lower.

10. Acceptance

By making or accepting a booking through Basera, Guests and Hosts acknowledge that:

• Cancellation and refund terms are host-controlled
• Basera is a facilitator and payment collection agent only
• Refunds are not guaranteed by Basera

Contact

For questions or support, contact:

📧 support@baserastays.com