Refund Policy
Last updated: May 2026
Our Refund Promise
When you cancel a booking with NovaGo, your money goes back to your original payment method (bank account, card, UPI) — never to a wallet, never with delays beyond 24 hours.
Refund Tiers
Your refund amount depends on when you cancel relative to your check-in date:
7+ days before check-in
Full refund, no questions asked
3-7 days before check-in
75% refund to original payment method
1-3 days before check-in
50% refund to original payment method
Within 24 hours of check-in
No refund (except special cases below)
Special Circumstances (Full Refund)
You're entitled to a full refund regardless of timing in these situations:
- Hotel cancels your booking — If the hotel cannot honor your reservation, you receive 100% refund plus a ₹500 credit.
- Hotel is misrepresented — If the property is significantly different from the listing (wrong photos, missing amenities), contact us within 2 hours of check-in.
- Force majeure — Natural disasters, government travel restrictions, or pandemic-related closures affecting your travel.
- Medical emergency — With valid medical documentation, you can request a full refund up to 24 hours before check-in.
How to Request a Refund
- Go to My Bookings — Log into your account and find the booking you want to cancel.
- Click "Cancel Booking" — You'll see the refund amount based on the timing.
- Confirm cancellation — Your refund is initiated immediately.
- Track your refund — Check refund status in My Bookings anytime.
Refund Timing
Refund initiated
Within 1 hour of cancellation
Money in your account
Within 24 hours
Disputes
If you believe your refund was processed incorrectly:
- Email us at support@NovaGo with your booking ID
- We'll review within 24 hours
- If we made an error, we'll correct it plus add ₹200 credit for the inconvenience
This policy is governed by Indian law. For any legal disputes, courts in Pune, Maharashtra shall have exclusive jurisdiction.