Three-Tier Framework for Short-Term Rental Marketplace
1. Overview
Zovay operates under a three-tier cancellation policy designed to balance host earnings protection with traveller booking confidence. Each tier is mapped to a specific listing category and cannot be overridden at the listing level by the hosts.
All policies apply to stays of 27 or fewer consecutive nights. Longer stays than 27 nights is currently not supported.
2. Policy Tiers at a Glance (chosen by host)
| Flexible | Standard | Premium (Luxe) | |
|---|---|---|---|
| Full Refund Window | 48 hours before check-in | 7 days before check-in | 21 days before check-in |
| Partial Refund | traveller gets 50% / host gets 50% (24hrs-48hrs) | 50% traveller / 50% host (48hrs–7 days) | 60% traveller / 40% host (10–21 days) |
| No Refund | Inside 24 hours | Inside 48 hours | Inside 10 days |
| Service Fee Refund | Only in full refund window | Only in full refund window | Only in full refund window |
| Post Check-in | Non-refundable | Non-refundable | Non-refundable |
| Eligible Listings | All listings | All listings (default) | Zovay Luxe certified only |
3. Tier 1 — Flexible
Best suited for budget and mid-tier hosts who want to maximize booking volume. Recommended for newly onboarded hosts, off-season periods, and properties located in comparatively soft-demand cities.
Cancellation Windows
More than 48 hours before check-in: Full refund of accommodation amount, taxes, and Zovay service fee. Host receives no payout.
Between 24 hours 48 hours before check-in: The Host is paid 50% of the total accommodation amount for all booked nights. The traveller shall receive 50% refund of accommodation amount including applicable taxes on pro-rated basis, subject to the applicable law. Zovay service fee is non-refundable.
24 hours before check-in: No refund of the accommodation amount paid, host receives full 100% booking amount and zovay service fee is non-refundable. Any refund or adjustment of applicable taxes to the traveller, if eligible, shall be processed in accordance with the applicable law.
Post check-in: Non-refundable. Verified Property Issue exception applies (see Section 6).
4. Tier 2 — Standard (Default)
Best suited for majority hosts across India, offering a balanced allocation of cancellation risk while maintain booking flexibility for travellers . This shall be the default cancellation policy assigned to every new listing.
Cancellation Windows
More than 7 days before check-in: Full refund of accommodation amount, taxes, and Zovay service fee. Host receives no payout.
Between 48 hours and 7 days before check-in: the traveller shall receive 50% refund of accommodation amount including applicable taxes on pro-rated basis, subject to the applicable law. Host is paid 50% of accommodation amount. Zovay service fee is non-refundable.
Less than 48 hours before check-in: Host is paid 100% of accommodation amount. Any refund or adjustment of applicable taxes to the traveller, if eligible, shall be processed in accordance with the applicable law.
Zovay service fee is non-refundable.
No-show: Treated as cancellation inside 48-hour window. Host is paid 100%, service fee non-refundable. For avoidance of doubt, No-Shows means when the traveller fails to check in within 24 hours of the scheduled check-in time (or by check-out time for single-night bookings), unless he/she communicates a delay to the host via Zovay’s app.
Post check-in: Non-refundable. Verified Property Issue exception applies (see Section 6).
6. Verified Property Issue Exception
These exceptions apply across all three tiers under which a post-check-in refund is issued.
Qualifying Issues
Listing misrepresentation (photos, amenities, room count do not match reality)
Safety hazard (broken locks, exposed wiring, structural damage)
Critical amenity failure (no running water, non-functional AC in summer, no electricity with no backup)
Pest infestation (cockroaches, bedbugs, rodents)
Host no-show (traveller cannot access the property)
Reporting Requirements
Reported within 6 hours of check-in preferably through the Zovay app (not via WhatsApp). In event of technical failure or network issue traveller must report the issue via Zovay’s official support email or customer care helpline.
Late check-in extension: For check-ins after 9:00 PM, the reporting window extends to 11:00 AM the next day.
Evidence required: Minimum 2 photos or 1 video showing the issue, submitted through the app or via e-mail.
Verification: Zovay Trust & Safety team reviews and responds within 12 hours.
Resolution
If the issue is verified, the traveller shall be entitled to receive a full refund for the current night and all the unspent nights, and Zovay may assist with rebooking at an equivalent or upgraded property, subject to availability. In such event, the host shall not receive any payout for unspent nights and may face listing suspension pending further review by Zovay.
If the reported issue is not verified or is found to be false, misleading or unsupported by sufficient evidence, the traveller shall not be entitled to any refund. In such circumstances, the host shall retain the full payout and the booking shall continue in accordance with the confirmed reservation terms.
7. 24-Hour Grace Period
This grace period applies across all three cancellation tiers. A traveller may cancel within twenty-four (24) hours of booking confirmation and receive a full refund of the accommodation amount, applicable taxes, and service fee, without any deductions, provided that the booking was confirmed at least the following period before check-in:
Flexible: 3 days before check-in.
Standard: 7 days before check-in.
Premium: 21 days before check-in.
If the booking was confirmed within the above eligibility periods , the twenty-four (24) hour grace period shall not apply and the applicable tier-specific cancellation policy shall govern.
2-Hour Last-Minute Booking Grace
When a booking is confirmed within the tier’s grace period eligibility window (e.g., a Standard booking made 2 days before check-in, where the 24-hour grace period requires 7 days), the traveller does not qualify for the 24-hour grace period. In these cases, a 2-hour grace period applies instead.
The traveller may cancel within 2 hours of booking confirmation for a full refund of accommodation amount, applicable taxes, and Zovay service fee without any deductions. Upon expiry of the 2-hour cancellation window, the applicable tier-specific cancellation policy shall apply based on the time remaining prior to check-in.
The booking confirmation screen shall display the applicable grace period (24-hour or 2-hour, as applicable), together with a live countdown timer indicating the remaining time available for cancellation eligibility.
8. Service Fee Policy
The Zovay service fee is fully refundable only within the full-refund cancellation window of the applicable tier (48 hours for Flexible, 7 days for Standard, 21 days for Premium).
Once the booking moves past the full-refund window, the Zovay service fee is non-refundable , including partial-refund cancellations and no-shows, except where required under the applicable law.
User Disclosure: Before completing payment, travellers must actively acknowledge that they have read the applicable cancellation policy, including refund timelines, service fee treatment, and the post check-in refund limitations.
9. Zovay Platform Guarantees
One Policy, One Page. Each cancellation tier contains standardized terms that apply uniformly to all listings assigned to such tier. Hosts shall not add, modify, or override applicable cancellation terms at the listing level.
Zero Processing Fees. Where a booking qualifies for a full refund under this Policy, Zovay shall not deduct any payment gateway charges, administrative fees, or processing fees from the refundable amount. Zovay shall bear all transaction-related costs associated with such refunds.
Transparent Timelines. Eligible refunds shall be initiated within twenty-four 24 hours of cancellation approval and shall ordinarily be credited to the traveller’s original mode of payment within 5–7 business days, subject to banking and payment network processing timelines. In the event of any delay beyond 7 business days, traveller’s may contact Zovay customer support via its official support channels made available on the website or Zovay’s app.
Prior to completing a booking, travellers are required to acknowledge that they have read the applicable cancellation policy summary displayed on the listing page, the checkout page, and the booking confirmation email.
10. Applicability & Limitations
This policy applies to all bookings of twenty-seven 27 or fewer consecutive nights made through the Zovay platform, including its website and application. Bookings exceeding twenty-seven 27 nights consecutive nights are currently not supported on the platform and shall not be governed by this Policy.
This policy does not cover cancellations initiated by Zovay, including cancellations due to fraud, safety, or regulatory compliance. Such cancellations shall be governed by Zovay’s Trust & Safety protocols, and eligible travellers shall receive refunds in accordance with Zovay’s internal review and refund process.
11. Grievance Redressal
Travellers may submit complaints relating to bookings, refunds, property conditions, payments, or platform conduct through the support channels listed on the Zovay’s application/platform.
A grievance officer shall acknowledge consumer complaints within twelve (12) hours and endeavour to resolve complaints within one (1) month from the date of receipt of such complaint.
Grievance Officer:
Name:
Contact:
Designation:
These details shall be published on the Zovay website and mobile application in accordance with applicable law.
12. Post Check-In Policy
Upon check-in, the accommodation inventory is deemed consumed and reserved for the traveller for the duration of the confirmed stay. Accordingly, bookings shall become non-refundable post check-in, and no refund shall be issued for unused nights, early departures, or voluntary cancellations initiated after the check-in.
Notwithstanding the foregoing, travellers may remain eligible for refunds, rebooking assistance, or other remedies in cases involving Verified Property Issues (see Section 6) or other circumstances where relief may be required under applicable law.
Reporting Window
Travellers must report issues within 6 hours of check-in through the Zovay app, phone or e-mail— not via WhatsApp. Reports must include a minimum of 2 photos or 1 video showing the issue. The Zovay Trust & Safety team reviews and responds within 12 hours.
Late Check-In Extension
For check-ins after 9:00 PM, the 6-hour VPI reporting window extends to 11:00 AM the next day. This accounts for travellers who arrive late at night and cannot reasonably inspect the property in darkness. This extension is automatic and does not need to be requested.
Resolution Outcomes
If the issue is verified: the traveller receives a full refund for all unspent nights. Zovay assists with rebooking at an equivalent or upgraded property at no additional cost, subject to the availability. The host does not receive payout for unspent nights and may face listing suspension pending a property re-inspection by Zovay.
If the issue is not verified: the host retains the full payout, the booking stands, and no refund is issued. Frivolous or repeated false claims may result in traveller account review or suspension.