Cancellation & Refund Policy
Clear cancellation timeframes, provider-specific terms, flight delay procedures, and direct payment source reversal guidelines for CSMIA T2 transit bookings.
1. Scope & Introduction
This Cancellation & Refund Policy (“Policy”) governs all bookings, reservations, and transit services purchased through the LayoverX platform (https://www.layoverx.in/), operated by [LEGAL ENTITY NAME] (“LayoverX,” “we,” “us,” or “our”), having its registered office at [REGISTERED ADDRESS].
As a transit-concierge and technology booking aggregator serving travelers passing through Chhatrapati Shivaji Maharaj International Airport, Terminal 2 (CSMIA T2), Mumbai, LayoverX connects passengers with independent third-party operators (such as transit hotels, dining venues, wellness spas, chauffeur fleets, and guided city tours).
Determinants of Cancellation Eligibility:
Cancellation eligibility and refund amounts are governed by:
- The specific category of service booked (e.g., hotel pod, chauffeur ride, spa therapy, or dining table).
- The operational terms and cancellation cutoffs of the independent service partner.
- The exact timestamp at which your cancellation request is received relative to the scheduled slot start time.
- Booking-specific conditions explicitly disclosed on the service page, checkout screen, or confirmation voucher.
- Applicable Indian statutory consumer protection and contract laws.
2. Booking-Specific Cancellation Terms
Because LayoverX aggregates diverse travel services from multiple independent operators, cancellation windows and penalty terms may vary between individual venues and service categories.
Precedence of Disclosed Terms: The specific cancellation terms, cutoff hours, and non-refundable flags displayed on:
- The individual service catalog description card prior to adding to itinerary;
- The final checkout summary screen before payment authorization; and
- The issued booking confirmation email and electronic voucher;
form an integral, binding part of your agreement with LayoverX. Where a service-specific policy explicitly differs from the general schedule set out in Section 3, the service-specific rule shown before purchase shall prevail, subject to applicable Indian law.
3. Standard Cancellation Schedule
Unless an alternate cancellation timeframe is explicitly specified for a particular premium experience or non-cancellable promotional rate, the following standard schedule applies to verified bookings:
| Cancellation Notice Period | Refund Eligibility | Applicable Deduction |
|---|---|---|
| 4+ Hours PriorTo scheduled service slot start time | 100% Full Refund | 0% Cancellation Fee |
| 2 – 4 Hours PriorTo scheduled service slot start time | 75% Partial Refund | 25% Partner Retention Fee |
| Less Than 2 Hours PriorTo scheduled service slot start time | 50% Partial Refund | 50% Operational Holding Fee |
| After Service Begins / No-ShowScheduled slot elapsed or non-attendance | Non-Refundable (0%) | 100% Forfeiture |
Notice periods are calculated strictly against the scheduled slot start time recorded on your official LayoverX booking confirmation.
4. Category-Specific Cancellation Rules
Subject to provider-specific booking windows. Cancellations submitted 4+ hours prior qualify for a full refund under the standard schedule. Once checked in, early check-out or unused hours from the reserved block are non-refundable. Failure to check in within the hotel grace window constitutes a no-show.
Table reservations and executive buffets cancelled 4+ hours prior receive a 100% refund. Cancellations within 2 hours or failure to arrive within 20 minutes of reserved dining time incur partner reservation retention fees, as culinary preparations and seating are committed.
Because therapy suites and certified massage therapists are allocated exclusively per reservation, full refunds require at least 4 hours advance notice. Cancellations made less than 2 hours prior or failure to attend receive 50% or 0% respectively.
Private airport transfers may be cancelled up to 2 hours before scheduled pickup time for a full refund. Cancellations made after a chauffeur has been dispatched to CSMIA arrivals or passenger failure to board within 45 minutes of scheduled pickup are non-refundable.
City tours require advance coordination of private vehicles and licensed guides. Full refunds apply when cancelled 4+ hours prior. Once a tour vehicle departs CSMIA, unused portions are non-refundable. If extreme weather or municipal road closures force cancellation by the operator, a full refund is issued.
Reserved gaming stations and quiet work pods follow the standard cancellation schedule. Once a reserved station time has commenced, session pauses or unused minutes are non-refundable.
5. Flight Delays & Airline Cancellations
LayoverX recognizes that commercial aviation schedules are subject to air traffic control holds, weather diversions, and airline operational delays beyond passenger control.
Flight Delay Protection Conditions:
Where a booking expressly includes Flight Disruption Protection, the specific eligibility conditions, qualifying delay thresholds, and verification steps displayed at checkout or in the booking confirmation will apply.
In all cases of airline delays or cancellations:
- Immediate Notice: You must inform LayoverX concierge support as soon as your operating carrier announces a flight schedule change or cancellation.
- Verification Requirement: You must provide written proof of the disruption, such as an official airline SMS alert, email rescheduling notice, or boarding pass re-endorsement.
- Concierge Coordination: Our on-ground support desk will immediately contact the relevant third-party partners to reschedule your booking slot or seek partner-level fee waivers.
- Airline Cancellation: If your connecting flight is cancelled entirely by the carrier before arrival at CSMIA T2, LayoverX will work with vendors to secure a maximum available refund or credit note for unutilized services.
6. Immigration, Visas & Layover Shortage
Passengers are exclusively responsible for holding valid passports, entry visas (e-Tourist, Transit Visa, or OCI), and legal authorizations to cross Indian border control for landside services outside the sterile transit area.
If an international passenger is denied entry into India by the Bureau of Immigration at CSMIA T2, LayoverX cannot be held responsible for the inability to access landside hotels, tours, or transfers. Refund eligibility for unused landside bookings will strictly follow the standard cancellation schedule based on the timestamp when notice is provided.
If your available transit window becomes compressed due to minor flight delays, passenger re-ticketing, or inaccurate flight parameters entered during itinerary creation, LayoverX concierge will attempt to adjust your schedule or substitute unutilized items where feasible. However, LayoverX does not provide automatic refunds for bookings that cannot be utilized solely due to insufficient transit time.
7. Provider Cancellation & Force Majeure
In the rare event that an independent partner venue cancels a confirmed service (for example, due to facility maintenance, private government buyout, or kitchen closure):
- LayoverX will promptly notify the passenger via email or WhatsApp.
- We will offer a comparable alternative service or reschedule the session to a mutually agreeable time.
- If no alternative is acceptable to the passenger, LayoverX will issue an immediate 100% full refund for the affected service.
Neither LayoverX nor its service partners shall be liable for cancellations arising from events beyond reasonable control, including airport closures, runway maintenance, CISF security lockdowns, governmental travel restrictions, severe weather, flooding, earthquakes, civil unrest, or major telecommunication outages.
In verified Force Majeure circumstances, LayoverX will actively liaise with vendors to secure partner fee waivers, rescheduling credits, or refunds for impacted passengers where commercially feasible.
8. How to Request a Cancellation
To ensure proper timestamp recording and timely vendor notification, cancellation requests must be submitted through our official concierge channels:
Send an email to [REFUND EMAIL] or [SUPPORT EMAIL] with the subject line: “Cancellation Request – [Your Booking ID]”.
Contact our on-ground concierge support at [SUPPORT PHONE] for urgent cancellation assistance while transiting CSMIA T2.
Please provide your unique LayoverX Booking ID, primary passenger name, booked service name, and reason for cancellation to ensure fast processing.
9. Refund Processing & Bank Timelines
Processing Protocols:
- All approved refunds are processed exclusively back to the original source payment instrument (credit card, debit card, UPI handle, or net banking account) through our authorized payment gateway (Razorpay).
- LayoverX initiates approved refund instructions within 24 to 48 business hours following cancellation verification.
- The actual reflection of credit in your bank or card account typically takes 5 to 7 working days, depending on your card-issuing bank or payment intermediary’s settlement cycle.
LayoverX does not charge hidden refund processing fees. The net refundable amount calculated under Section 3 will be transmitted directly to your original payment method.
10. Failed & Duplicate Payments
If funds are debited from your bank or card but a booking confirmation is not generated due to internet disruption or gateway timeout, please email [SUPPORT EMAIL] with your bank transaction reference or UPI UTR number.
Upon reconciliation, if the payment was captured, we will either manually issue your booking confirmation or initiate an automatic full reversal within 24 hours.
If your payment instrument is charged multiple times for the same transaction due to a double-click or gateway glitch, contact support with proof of both charges.
Confirmed duplicate charges are flagged for immediate 100% reversal back to your original payment instrument with zero cancellation deductions.
11. No-Show & Partial Cancellations
A “No-Show” occurs when a passenger fails to arrive at the designated service venue (hotel pod, spa, dining table, or chauffeur meeting point) within the venue’s specified grace period without prior written or telephonic notice to LayoverX.
Because service partners commit rooms, staff, vehicles, and tables exclusively for your reservation, no-show reservations are 100% non-refundable.
If you book a multi-service layover bundle (e.g., Transit Hotel + Airport Transfer + Dining), you may cancel individual components independently. Each service component will be assessed against its own cancellation window and partner policy, and eligible refunds will be issued without voiding the remaining confirmed bookings in your itinerary.
12. Taxes, Platform Fees & Consumer Rights
Tax & Convenience Fee Treatment: Where a booking is eligible for a full or partial refund, the corresponding statutory Goods and Services Tax (GST) charged on the refundable portion will be reversed in compliance with Indian GST regulations. Platform convenience fees associated with processed and completed gateway authorizations may be retained where operational expenses were incurred.
Nothing in this Cancellation & Refund Policy is intended to limit, exclude, or restrict any mandatory statutory consumer rights, remedies, or protections available to you under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020.
13. Grievance Redressal & Policy Updates
In compliance with the Consumer Protection (E-Commerce) Rules, 2020, LayoverX provides a dedicated Nodal Grievance Officer to resolve any disputed refund or cancellation matter:
Nodal Grievance Officer Details
Resolution Timelines:
• All cancellation and refund grievances submitted in writing are formally acknowledged within forty-eight (48) hours.
• A full investigation and final decision will be delivered within fifteen (15) to thirty (30) days from acknowledgment.
LayoverX reserves the right to amend this Policy periodically to reflect changes in supplier arrangements or legal standards. Revisions will be published on this page with an updated “Last Updated” timestamp.