1. About This Policy
Hotel Mitra is operated by Hotel Mitra, a sole proprietorship based in Noida, Uttar Pradesh, India (not registered under GST).
This Refund Policy covers two different kinds of payment made through Hotel Mitra: (a) payments a hotel or restaurant makes to Hotel Mitra for its software modules, packages and plans, and (b) payments a guest makes to a hotel for a booking through a Hotel Mitra payment link. They are treated differently, as explained below.
2. Hotel Mitra Modules, Packages and Plans: Non-Refundable
All payments made to Hotel Mitra for software modules, packages, subscriptions and plan renewals (for example Front Desk, Auto Messaging or Channel Manager) are non-refundable. This applies to new purchases and renewals, whatever the period paid for (for example 3, 6 or 12 months), and whether or not the module is used during that period.
A paid module or plan is activated, or extended from its current expiry, automatically once the payment is confirmed. Please check the module, the period and the amount on the payment page before you pay. Where a free trial is offered, you can use it to evaluate a module before paying.
Cancelling or not renewing a module stops future renewals only; it does not refund any period already paid for.
3. Hotel Booking Payments: Decided by Each Hotel
When a guest pays for a hotel booking through a Hotel Mitra payment link, the money is paid directly to that hotel's own Razorpay account. The hotel is the merchant for the booking; Hotel Mitra only provides the software and does not receive or hold the booking amount.
Cancellations, changes and refunds of a booking are therefore decided by the hotel under its own cancellation and refund policy. To ask for a booking refund, please contact the hotel where you booked. If the hotel agrees to refund, it processes the refund from its own Razorpay account.
4. Payments Released Automatically
Hotel Mitra first places a hold on a payment and completes (captures) it only if the purchase or booking can still accept it. In the following cases the payment is not captured and the held amount is released back to the payer automatically by Razorpay, without any request:
- The same order was paid twice (for example after a double click or a retry): only one payment is taken and the other is released.
- The purchase or booking could no longer accept the payment when it arrived (for example the booking had been cancelled, or the amount was already fully paid).
- A payment failed or was interrupted but the amount was still blocked by your bank.
A held payment that is not captured is released within 24 hours of the payment. The time for the amount to show in your account then depends on your bank or card issuer, usually 5-7 working days.
5. Charged in Error
If you believe you were charged by Hotel Mitra in error (for example a payment taken twice for the same purchase), write to contact@hotelmitra.co.in within 7 days with the payment date, amount and the Razorpay payment reference from your receipt. We will check the payment with Razorpay and, if it was taken in error, return it to the original payment method.
6. Contact Us
Questions about this Refund Policy can be sent to:
- Email: contact@hotelmitra.co.in
- Phone / WhatsApp: +91 83024 21632
- Address: Noida, Uttar Pradesh, India