CANCELLATION & REFUND
Please click the links below to reach the respective sections
WHAT CONSTITUTES A CANCELLATION?
Before we move into the cancellation policy, it is critical to understand what exactly is treated as a cancellation at Evolve Back Resorts. Once a reservation is moved to "confirmed" in our PMS, any reduction in the number of rooms or the number of nights is considered as a cancellation. For all such cancellations, executives should follow due process and ensure compliance to our policies.
Especially critical are partial cancellations. For ex : When your guest "confirms" a 10 room booking and decides to reduce the number of rooms to 8, this is a reduction in the number of rooms and is considered as a partial cancellation. All rules with respect to cancellation should be strictly followed.
Types of Cancellations :- Full Cancellation vs Partial Cancellation:
A booking is considered as "fully cancelled" when the entire reservation (all rooms and all nights) is cancelled. That is the reservation ID and all associated guest IDs will show as "cancelled" in MyCloud PMS.
A booking is considered as "partially cancelled" if either of the below conditions are met :-
a) The number of nights is reduced and is lower than what was initially confirmed
b) The number of rooms is reduced and is lower than what was initially confirmed
Ex 1. On 20th August, 2022, Ms. Nandhini confirms 10 HPVs for her guest for check in on 1st Oct and check out on 5th Oct. On 25th August the guest requests a partial cancellation of 3 HPVs. Now the new reservation is for 7 HPVs for check in on 1st Oct and check out on 5th Oct. This is considered as a partial cancellation request and all processes and procedures mentioned below with respect to cancellation policy are to be duly followed.
CAUTION : The payment received for the 3 HPVs needs to be converted to a credit voucher and strictly cannot be adjusted towards payment for the balance 7 rooms.
Ex 2. On 20th August, 2022, Ms. Nandhini confirms 10 HPVs for her guest for check in on 1st Oct and check out on 5th Oct. On 25th August the guest requests to alter the reservation to Check in on 1st Oct and check out on 4th Oct. Now the new reservation is for 10 HPVs for check in on 1st Oct and check out on 4th Oct. There is a reduction in the number of nights (from 4 nights to 3 nights) and hence this is considered as a partial cancellation. All processes and procedures mentioned below with respect to cancellation policy are to be duly followed.
CAUTION: The payment received for the cancelled room night i.e. 4th Oct needs to be converted to a credit voucher and strictly cannot be adjusted towards the balance payment for the modified booking.
EVOLVE BACK RESORT CANCELLATION POLICY
At Evolve Back Resorts, we understand that your plans can change unexpectedly & have designed our cancellation policy with your interests in mind. You can cancel your booking up to 24 hours before check-in & we will issue you a credit voucher for the full amount paid, allowing you to plan your next stay with us at your convenience.
Credit Voucher terms:
Cancellations received 14 days prior to check-in - You'll receive a credit voucher for the full amount paid, with unlimited validity & you can redeem it for stays anytime in the future.
Cancellations received within 1 to 14 days of check-in - You'll receive a credit voucher for the full amount paid, with certain blackout dates during which the voucher cannot be redeemed. Please find below our blackout dates.
Cancellations received within 24 hours of check-in - Cancellation charges equal to 100% of the full booking amount will be applicable.
Additional detailed terms and conditions:
Credit Vouchers will be issued only on receipt of the required payment as per the reconfirmation policy applicable on the date of cancellation of the booking. Please click here to view our detailed "Confirmation Policy” for various Departments.
The Black-out dates from 1st April 2024 to 31st March 2026 are as follows :
15 Aug - 17 Aug 2024
10 Oct – 13 Oct 2024
29 Oct – 06 Nov 2024
20 Dec 2024 - 4 Jan 2025
8 Apr - 19 Apr 2025
1 May - 31 May 2025
15 Aug - 16 Aug 2025
2 Oct - 4 Oct 2025
30 Sep - 3 Oct 2025
18 Oct - 27 Oct 2025
20 Dec 2025 - 3 Jan 2025
24 Jan - 25 Jan 2026
Refund:
For all cancellations, the recommended option is to issue a credit voucher rather than offering a refund. However, there may be instances where the guest insists on receiving a refund, and in such cases, a refund can be issued for 90% of the credit voucher value.
Postponement:
In some cases, the guest may not want to cancel his stay altogether, rather he would just like to postpone his stay to a fresh date. Please note the below points w.r.t how you should deal with such a request.
If the postponement request comes, then the Sales Executive can move the said Reservation to the fresh date and does not have to go through the CREDIT VOUCHER process. However, the difference in price (if any) for the fresh dates needs to be paid by the guest.
CAUTION: Please note that whenever you postpone a stay, rooms gets released from confirmed and becomes available. Hence please remember to send a CV cancelled email as there will be other guests who might want the room.
PROCESS TO BE FOLLOWED BY AN EXECUTIVE UPON RECEIVING A CANCELLATION REQUEST
At Evolve Back Resorts, our rooms are in high demand and the manner in which we manage room inventory is crucial to our sales and profitability. As soon as we receive a Cancellation request from a guest, we must immediately cancel the rooms in our PMS. This maximizes our chance to resell the room / facilities to another guest. The below processes need to be followed by each Sales Executive.
Cancel the room within 2 hours of receiving the cancellation request from the guest - This request can be over call / email / whatsapp text / cell phone call etc.
CV Deleted mail needs to be sent to all_sales latest within 2 hours of receiving the cancellation request from the guest
Please note that the above mentioned CV Deleted mail needs to be sent for Postponements/ room upgrades / downgrades as well
Please ensure you send the Cancellation acknowledgement email to the guest within 2 hours of receiving the cancellation request from the guest
In order to quickly and efficiently issue the Credit Voucher/Refund to your guest, please ensure you accurately provide the below supporting documents in the “Cancellation” form on LEADSQUARED.
Date & Time of Cancellation of the booking on Mycloud PMS
Date & Time of Receiving Cancellation Request from Guest (with call / email / whatsapp Proof)
CV deleted email
When a cancellation is received, guests are often already distressed. Therefore, executives should avoid asking guests to use different modes to communicate the cancellation. Instead, executives should be empathetic and accept proof of cancellation via phone call, WhatsApp message, cell phone call, or WhatsApp call. There is no need to record these communications. However, for all cancellations received, a cancellation acknowledgement email must be sent to the guest without fail.
TOP TA Cancellation Policy
In case of a TOP TA, we can confirm a booking with just a guarantee mail. By sending us a guarantee mail, the TOP TA promises to abide by our cancellation policy as mentioned above. Hence if a TOP TA booking is cancelled, the below rules must be followed.
TOP TA needs to pay us 25% of the "Total Booking Value" and we will issue them a Credit Voucher for the same.
Please ensure you communicate clearly to the TOP TA that the Credit Voucher will take 15 days to get issued
The money in the voucher cannot be utilized for any other booking until the credit voucher with voucher id is issued
NON TOP TA Cancellation Policy
In case of a NON TOP TA, we can confirm a booking with just 50% payment of the "Total Booking Value". If a NON TOP TA booking is cancelled, the below rules must be followed.
A Credit Voucher will be issued for the FULL payment received from the NON TOP TA
Please ensure you communicate clearly to the NON TOP TA that the Credit Voucher will take 15 days to get issued
The money in the voucher cannot be utilized for any other booking until the credit voucher with voucher id is issued
OTA Cancellation Policy
OTA bookings refer to Online Bookings received from Third party OTAs like Booking.com, MakeMyTrip, Agoda, Goibibo etc. They can broadly be classified into 2 types.
OTA COLLECT BOOKINGS: These are bookings for which the OTA will make payment to Evolve Back Resorts on behalf of the Guest. The prominent OTA Collect agencies are Makemytrip/Goibibo/Travelguru/Expedia/Yatra/Agoda.
HOTEL COLLECT BOOKINGS: These are bookings which originate through an OTA but Evolve Back Resort collects payment. The prominent HOTEL Collect agency is Booking.com
If an OTA booking is cancelled, the below rules must be followed.
14 days prior to check-in:
OTA COLLECT BOOKINGS – As per our agreement with OTA Collect agencies, we receive payment for their bookings on the check-out date. For cancellation requests received 14 days prior to check in, we should immediately cancel the reservation & no Payment needs to be collected from the OTA.
HOTEL COLLECT BOOKINGS - As per our agreement with HOTEL Collect agencies, we receive 50% of the payment within 72 hours of confirmation of the booking. For cancellation requests received 14 days prior to check in, we should immediately cancel the reservation & refund 100% of the “Payment Received”.
Kindly note that the recommended option is to issue a credit voucher and not a refund.
Between 0 -14 days of check-in:
OTA COLLECT BOOKINGS – The concerned OTA needs to pay us 50% of the "Total Booking Value" and this will be treated as retention.
HOTEL COLLECT BOOKINGS – Cancellation charges equal to 100% of the “Payment Received” will be applicable.
CAUTION:
We sometimes receive HOTEL COLLECT BOOKINGS with an invalid credit card. In such cases, the sales exec can keep the said rooms in confirmed status without payment for a maximum of up to 72 hours to try and collect the payment. If the exec is unable to collect the requisite payment within 72 hours, the room should be cancelled. In such cases, no Payment needs to be collected from the OTA/Guest.
FACILITIES / TRANSPORTATION CANCELLATION POLICY
At Evolve Back Resorts, we offer a range of experiences and services (other than room) that guests can enjoy throughout their stay with us. We are referring here to experiences/services that come at a cost to the guest. For example, safaris in Kabini, Spa sessions at vaidyashala, Private dinings, Surface transfers etc....
Kindly be aware that the cancellation policy for facilities and transportation is the same one that applies to the cancellation of rooms