Refund & Cancellation Policy

Clear and fair policies for all our services

Last Updated: November 22, 2025

Our Commitment

At MADINA HOTEL & RESTAURANT, we strive to provide excellent service and customer satisfaction. We understand that plans can change, and we've designed our refund and cancellation policies to be fair and transparent. Please read the following policies carefully as they apply to all services.

Important: All refunds are processed within 5-7 business days via UPI, Bank Transfer, or Cash.

Room Booking Cancellation & Refund

Cancellation Timeline

48+ Hours Before Check-in

100% Refund

Full refund of the booking amount. No questions asked.

24-48 Hours Before Check-in

50% Refund

50% of booking amount refunded. 50% retained as cancellation fee.

Less Than 24 Hours Before Check-in

No Refund

No refund available. Full amount retained.

No-Show / After Check-in Time

No Refund

Non-refundable. No exceptions.

Booking Modification

  • • Free date changes available up to 72 hours before check-in (subject to availability)
  • • Room type changes subject to price difference and availability
  • • Guest count modifications must be notified 24 hours in advance
  • • Maximum 2 modifications allowed per booking

Special Circumstances

  • • Medical emergencies: Partial refund with valid documentation
  • • Natural disasters or government restrictions: Full refund or credit
  • • Property-initiated cancellations: Full refund + compensation
  • • Early checkout due to facility issues: Prorated refund for unused nights

How to Cancel Your Booking

  1. Log in to your account on our website
  2. Go to "My Reservations" section
  3. Select the booking you wish to cancel
  4. Click "Cancel Booking" and follow the prompts
  5. You'll receive a cancellation confirmation via email

Alternative: Call us at 9541460685 with your booking reference number.

Food Order Cancellation & Refund

Cancellation Window

Within 5 Minutes of Ordering

100% Refund

Free cancellation with full refund if cancelled within 5 minutes.

Order Being Prepared

70% Refund

30% cancellation fee applies. 70% refunded via UPI/Bank Transfer/Cash.

Order Out for Delivery

No Refund

Once dispatched, cancellation not possible. Full amount retained.

Quality Issues & Returns

  • Wrong Item Delivered: Full refund or replacement
  • Missing Items: Refund for missing items only
  • Food Quality Issues: Full refund with valid photo evidence (report within 30 minutes of delivery)
  • Packaging Issues: Replacement or refund at our discretion
  • Delayed Delivery (60+ minutes): Partial refund or discount on next order

Note: Complaints must be raised within 30 minutes of delivery. Photo evidence required for quality issues. Refunds processed after investigation.

Non-Refundable Cases

  • • Customer unavailable to receive order at delivery address
  • • Wrong address provided by customer
  • • Change of mind after order preparation started
  • • Complaints raised after 30 minutes of delivery
  • • Personal preference or taste-related issues (without quality problems)
  • • Food consumed before complaint raised

How to Request a Refund

  1. Take clear photos of the issue (if applicable)
  2. Contact us immediately via phone or website
  3. Provide your order number and details
  4. Our team will investigate and respond within 24 hours
  5. Approved refunds processed within 5-7 business days

Table Reservation Cancellation

Standard Reservations (Up to 9 Guests)

  • • Free cancellation up to 4 hours before reservation time
  • • No deposit required, hence no refund applicable
  • • Late cancellations (less than 4 hours) may affect future bookings
  • • Modifications allowed up to 2 hours before reservation

Large Group Reservations (10+ Guests)

Deposit Required: 50% of estimated bill (refundable based on cancellation timing)

24+ Hours Before Reservation

100% Refund

Full deposit refunded via UPI/Bank Transfer/Cash.

12-24 Hours Before Reservation

50% Refund

50% of deposit refunded. 50% retained as cancellation fee.

Less Than 12 Hours / No-Show

No Refund

Full deposit forfeited. No refund available.

Special Events & Private Bookings

  • • Custom cancellation terms apply (provided at booking)
  • • Advance deposits typically non-refundable 48 hours before event
  • • Guest count reductions must be notified 48 hours in advance
  • • Contact management for specific terms and conditions

How to Cancel Your Reservation

You can cancel your table reservation by:

Note: Always have your reservation confirmation number ready for faster processing.

Refund Processing

Processing Time

  • • Approved refunds processed within 5-7 business days
  • • UPI refunds: 1-3 business days
  • • Bank account transfers: 5-7 business days
  • • Cash refunds: Available immediately upon approval at our location
  • • You will receive a refund confirmation via email/SMS

Refund Method

All refunds are processed using the same method you paid (UPI, Bank Transfer, or Cash).

  • • UPI Payments: Refunded to the same UPI ID used for payment
  • • Bank Transfer: Refunded to the account from which payment was made
  • • Cash Payments: Refunded in cash at our location or via bank transfer (your choice)
  • • Valid bank account details required for refund processing
  • • Partial refunds processed for specific cases (as outlined above)

Disputes & Exceptions

  • Dispute Resolution: If you disagree with a refund decision, you may request a review within 7 days
  • Management Discretion: Management reserves the right to make exceptions in extraordinary circumstances
  • Force Majeure: Full refunds or credits issued for cancellations due to natural disasters, emergencies, or government restrictions
  • Service Failure: If we fail to deliver promised services, appropriate compensation will be provided

Important Notes

  • All cancellation requests must be made through official channels (website, phone, or email)
  • Screenshots or confirmation numbers required for all refund requests
  • Repeated cancellations or no-shows may result in booking restrictions
  • This policy is subject to change; customers will be notified of major updates
  • For special circumstances not covered in this policy, please contact management

Need Help?

If you have questions about our refund or cancellation policy, or need assistance with a specific case, our customer support team is here to help:

MADINA HOTEL & RESTAURANT

Opp. Zum Zum Milk Factory, Sidco, Lasi Pora, Pulwama, Jammu and Kashmir, India, Pincode: 192305

9541460685 / 6005516019

umarfarooqbhat94@gmail.com

WhatsApp Support

Support Hours: Available 24/7 for urgent matters. General inquiries responded to within 24 hours.