Cancellation and Refund Policy

This policy applies to reservations made directly with Hotel Apsara — on this website, by telephone, or by email — and paid to us. In short: direct bookings are non-refundable, with a full refund if the hotel cancels or cannot provide your room, and any refund the law requires. The detail is below.

All amounts in this policy are in Indian Rupees (INR / ₹).

1. Bookings made through an online travel agent

If you booked through an online travel agent, a tour operator or any other third party, the cancellation and refund terms of that platform apply, not this policy, and the refund must be requested from — and is paid by — whoever took your money. We cannot cancel or refund a booking we were not paid for. Please go back to the platform you booked on.

2. How to cancel or change a booking

Send your cancellation or change request in writing to [email protected], quoting the reservation reference on your confirmation, the lead guest's name and the arrival date. You may also telephone reception on +91 354 225 2242, but a telephone call must be followed by an email so that there is a record.

A cancellation or change takes effect only when we acknowledge it in writing. Cancelling does not make a booking refundable (see section 3), but it lets us release the room. If you do not receive an acknowledgement within one working day, please chase us — do not assume the booking has been cancelled.

3. Direct bookings are non-refundable

Every booking made directly with Hotel Apsara is non-refundable. Once a booking is confirmed, no refund is given if you cancel it, whenever you cancel; if you do not arrive (a no-show); or if you leave before your confirmed departure date. This applies to every room type, every season and every booking size, including peak-season, festival-period and group bookings.

Please check your dates, the number of guests and the room type carefully before you pay. The only exceptions are the ones set out in sections 5 and 6 below.

4. Changing dates

You may ask us to move your booking to other dates. A date change is subject to availability and is at the hotel's discretion; we are not obliged to agree to it. If the new dates cost more, you pay the difference. If they cost less, no refund of any difference is given. A booking that cannot be moved remains non-refundable.

5. When you will get a refund

• If the hotel cancels, or cannot provide the room you booked — see section 6 — you receive a full refund.
• If a payment is taken twice, or taken for a booking that was never confirmed, the amount we should not have received is refunded in full.
• If our website showed an obvious error in a price or a description, as described in our Terms and Conditions, and you choose to cancel rather than confirm at the correct rate, you receive a full refund.
• Wherever the law requires a refund, including under the Consumer Protection Act, 2019, nothing in this policy takes that right away from you.

6. If the hotel cancels

If we have to cancel a confirmed booking for any reason of our own — overbooking, a maintenance failure, or a room becoming unusable — we will tell you as soon as we know, offer you a comparable alternative where we can find one, and if you do not want the alternative we will refund everything you have paid us, in full, with no deduction of any kind.

7. Landslides, strikes, weather and other events beyond control

Darjeeling's road links close from time to time, and local shutdowns happen. If an event beyond the reasonable control of either of us prevents your stay, please contact us as early as you can. We will deal with you in good faith and will look first at moving the booking to later dates, subject to availability. The booking otherwise remains non-refundable, except where the law requires a refund.

8. How a refund is paid

• A refund is always made to the same method you paid with — back to the card, bank account, UPI handle or wallet used for the original payment. We cannot redirect a refund to a different person or a different instrument, and we do not refund an online payment in cash.
• Refunds are made in Indian Rupees, in the amount received by us. If you paid with an internationally issued card, the sum credited in your home currency may differ from the sum you were originally debited because your bank's exchange rate has moved. That difference is between you and your bank.
• Where a refund is due under section 5 or 6, it is paid in full, with no deduction for payment gateway fees.

9. How long a refund takes

Where a refund is due, we instruct it through the payment gateway promptly once we have confirmed the amount to you in writing. After we instruct it, the money still has to travel back through the gateway, the card network and your own bank; that leg typically takes five to seven working days, and occasionally longer for international cards. The credit will show on your statement against the original transaction. If more than ten working days have passed since we told you the refund was instructed and you still cannot see it, write to [email protected] with your reservation reference and we will trace it with the gateway.

10. Deductions we will never make

Where a refund is due under this policy, we do not make any administrative or “processing” deduction from it.

11. Disputes

If you disagree with a decision under this policy or with a refund amount, please write to us first at [email protected], marked for the attention of the Manager, before raising a dispute with your bank. Almost every case is resolved faster that way. Unresolved disputes are subject to the law of India and to the exclusive jurisdiction of the courts at Darjeeling, West Bengal, as set out in our Terms and Conditions.

Last updated: 18 September 2026.

Hotel Apsara
Hotel Apsara, Apsara Building, 6 Laden La Road, Chauk Bazaar, Darjeeling – 734101, West Bengal, India
Telephone: +91 354 225 2242 (reception, 24 hours) · Mobile / WhatsApp: +91 89678 57857
Email: [email protected]