Refunds & Cancellations

Last updated: 30 July 2026

This policy explains how cancellations and refunds are handled for room bookings and dining orders made through Nova Palace's website, and how refunds are returned when payment was made online via PhonePe.

Room booking cancellations

• Free cancellation: Cancellations made more than 48 hours before the scheduled check-in time are eligible for a full refund of any amount paid online.
• Partial refund: Cancellations made between 24 and 48 hours before check-in are eligible for a 50% refund of the amount paid online.
• No refund: Cancellations made less than 24 hours before check-in, or no-shows, are not eligible for a refund.
• Amounts due to be paid directly at the hotel (pay-at-hotel bookings) are not charged and carry no cancellation fee, though we appreciate advance notice.

Dining order cancellations

In-room and dine-in food orders can be cancelled free of charge only before the kitchen begins preparation. Once an order is confirmed as "in preparation," it cannot be cancelled or refunded, as it involves perishable ingredients prepared specifically for you.

How to request a cancellation or refund

To cancel a booking or order, please contact our front desk directly or use the details below as soon as possible — the sooner we're notified, the more of your payment we're able to return.

• Phone: +91 97069 49689 / +91 94029 36265
• Email: info@hotelnovapalace.com
• Or through our Contact page, quoting your booking reference

Refund processing via PhonePe

Where a refund is approved under this policy, it is issued to the original payment method used at checkout, through PhonePe Payment Gateway:

• Refunds are initiated within 2 business days of approval.
• Once initiated, PhonePe typically credits the amount back to your source account (UPI, card, wallet, or net banking) within 5–7 business days, depending on your bank's processing time.
• We do not have the ability to expedite bank-side processing times once a refund has been handed off to PhonePe.
• You will receive a confirmation message once the refund has been initiated on our end.

Failed or double payments

If an amount is debited from your account but your booking or order was not confirmed, please contact us with your transaction reference within 7 days. We will verify the transaction with PhonePe and process a full refund for any amount charged without a corresponding confirmed booking or order.

Changes made by the hotel

If we are unable to honour a confirmed booking due to unforeseen circumstances (for example, maintenance or overbooking), we will offer either an alternative room of equal or greater value or a full refund of the amount paid.

Changes to this policy

We may revise this policy from time to time; the "Last updated" date above reflects the most recent version. The policy in effect at the time of your booking will apply to that booking.