This Refund & Cancellation Policy outlines the terms for cancelling bookings and obtaining refunds on the BluKeys platform. This policy applies to all Consumer bookings made through our website or mobile applications.
1. Cancellation by Consumer
1.1 Cancellation Window
| Cancellation Timing | Refund Amount |
|---|---|
| More than 24 hours before booking | Full refund (100%) |
| 4–24 hours before booking | 50% refund |
| Less than 4 hours before booking | No refund |
| After booking start time (no-show) | No refund |
1.2 How to Cancel
You can cancel a booking through the BluKeys mobile app by navigating to "My Bookings" and selecting "Cancel Booking". Cancellations are processed immediately. You will receive a confirmation email with refund details.
2. Cancellation by Hotel Partner
In rare cases, a Hotel Partner may need to cancel a confirmed booking due to maintenance, emergency, or capacity issues. When this occurs:
- You will receive an immediate notification via email and push notification.
- A full refund (100%) will be processed automatically.
- BluKeys will make reasonable efforts to help you find an alternative booking.
3. Cancellation by BluKeys
BluKeys may cancel a booking if:
- Fraudulent activity is detected on your account
- Payment fails or is reversed after confirmation
- The booking violates our Terms of Service
In cases where cancellation is not due to your fault, a full refund will be issued.
4. Refund Processing
4.1 Refund Method
Refunds are processed to the original payment method used at the time of booking. We do not offer cash refunds, store credits, or transfers to alternate payment methods.
4.2 Refund Timeline
| Payment Method | Processing Time |
|---|---|
| Credit/Debit Card | 5–10 business days |
| UPI (India) | 2–5 business days |
| Net Banking | 5–10 business days |
| Digital Wallet | 2–5 business days |
Refund timelines are estimates. Actual processing depends on your bank or payment provider. BluKeys initiates refunds within 24 hours of cancellation; the remainder is bank processing time.
5. No-Show Policy
A booking is marked as "No-Show" when the Consumer fails to check in within their booked time slot. No-show bookings are:
- Not eligible for refund
- Marked as completed for the Hotel Partner after the booking period ends
- Recorded in your account history
Repeated no-shows may result in account review or restrictions.
6. Partial Experiences
If you check in but leave before your session ends, no partial refund is provided. The booking is considered complete upon check-in.
However, if the amenity experience is significantly different from what was described, or if facilities are unavailable or unsafe, you may submit a dispute within 48 hours of your booking. BluKeys will investigate and may issue a partial or full refund at our discretion.
7. Disputes
To raise a dispute about a booking:
- Contact us within 48 hours of the booking date
- Email support@blukeys.com with your booking ID and description of the issue
- Our support team will investigate within 5 business days
- You will receive a resolution via email
8. Coupons and Promotional Bookings
For bookings made with a coupon or promotional discount:
- Refunds are calculated based on the actual amount paid (not the original price).
- Coupon codes used on cancelled bookings may or may not be re-issued at our discretion.
- Promotional bookings marked as non-refundable at the time of purchase are not eligible for refund.
9. Loyalty Points
If loyalty points were earned from a booking that is subsequently cancelled and refunded, the corresponding points will be deducted from your account. If points have already been redeemed, the equivalent value may be deducted from future earnings.
10. Contact
For refund inquiries:
- Email: support@blukeys.com
- Response time: Within 24 hours on business days