Last updated: 5 December 2025 This Refunds & Cancellations Policy (“Policy”) explains how cancellations, amendments, no-shows, and refunds are handled for bookings made with Serene Peaks Resort (“Serene Peaks”, “we”, “us”, or “our”). By making a reservation or payment with us, you agree to this Policy.
1. Property & Contact Details
Serene Peaks Resort Serene Peaks Resort, Calvary Mount View Point, Calvary Mount P.O, Near 10th Mile, Idukki, Kerala 685515, India
Phone / WhatsApp: +91 6282928108
Email: contact@serenepeaks.com
Website: www.serenepeaks.com
2. Scope of This Policy
This Policy applies to:
- Bookings made directly through our Website
- Bookings via phone, WhatsApp, or email
- Online bookings using Razorpay
For bookings made through third-party platforms (OTAs), their respective cancellation/refund rules will apply.
3. Standard Cancellation Policy (Direct Bookings)
More than 14 days before check-in: Free cancellation; 100% of advance refunded.
7 to 14 days before check-in: 50% cancellation fee; balance refunded.
Less than 7 days before check-in or same-day: 100% charge; no refund.
4. Peak Season, Long Weekends & Special Dates
- 30 days or more before check-in: Eligible for 50% refund.
- Less than 30 days: Non-refundable.
Specific seasonal terms mentioned during booking override the standard policy.
5. Non-Refundable & Special Offer Rates
For non-refundable or discounted bookings:
- No refund for cancellation or no-show
- No changes or date modifications
6. Group Bookings
7. Booking Modifications & Date Changes
7.1 Date Changes / Amendments
- Subject to availability and updated rates
- Price difference (if higher) must be paid
- If lower, refunds follow original cancellation terms
7.2 When Modifications Become Cancellations
Some date changes may be treated as cancellation + new booking, especially in peak seasons or for non-refundable plans,
8. No-Show Policy
No-shows will be charged 100% of the total booking amount. No refund or date change is permitted.
9. Early Check-Out & Shortened Stays
Early departures are treated as shortened stays. No refunds are provided for unused nights unless stated otherwise.
10. Refund Process & Timelines (Including Razorpay)
10.1 Mode of Refund
- Refunds, where applicable, will be processed using the same mode of payment used at the time of booking, wherever possible.
- For payments made via Razorpay (UPI, card, net banking, wallet, etc.), the refund will typically be initiated through Razorpay to the original source.
10.2 Processing Time
- Once a refund is approved and initiated by us, it may take 7–14 business days (or longer in some cases) for the amount to reflect in your account, depending on the payment gateway and your bank.
- We are not responsible for delays caused by banks, payment gateways, or technical issues beyond our control.
Refunds are processed to the original payment method whenever possible.
Once initiated, refunds may take 7–14 business days depending on the payment gateway or bank. 10.3 Deductions Gateway fees, bank charges, or conversion fees may be non-refundable.
11. Bookings Made via Third-Party Platforms
OTA policies (e.g., online travel portals) override our internal refund policy. Refunds must be requested through the respective OTA.
12. Chargebacks & Payment Disputes
If a chargeback is initiated, we may submit booking evidence to banks. If the chargeback is invalid, recovery of dues may be pursued.
13. Force Majeure & Extraordinary Circumstances
Events such as natural disasters, extreme weather, government restrictions, pandemics, or other uncontrollable events may affect bookings. In such cases, we may offer:
- Rescheduling
- Credit vouchers
- Partial refunds (case-by-case)
14. Policy Interpretation & Discretion
Management may make reasonable exceptions in genuine situations. These do not set a precedent for future cases.
15. Governing Law & Jurisdiction
This Policy is governed by the laws of India. Disputes fall under the jurisdiction of courts in Kerala (preferably Idukki district).
16. Changes to This Policy
We may update this Policy periodically. Updated versions will include a revised “Last updated” date.
17. Contact Us
Serene Peaks Resort Serene Peaks Resort, Calvary Mount View Point, Calvary Mount P.O, Near 10th Mile, Idukki, Kerala 685515, India
Phone / WhatsApp: +91 6282928108
Email: contact@serenepeaks.com
