CANCELLATION POLICY

Standard policies

Your standard cancellation policy is for shorter reservations. It applies to all bookings of fewer than 28 consecutive nights.

Flexible cancellation policy: Guests can cancel up to 24 hours before check-in for a full refund, and you won’t be paid. If they cancel less than 24 hours before check-in and never check in, you’ll be paid for the first night. If they cancel after check-in, you’ll be paid for each night they stay, plus 1 additional night.

Moderate cancellation policy: Guests can cancel up to 5 days before check-in for a full refund, and you won’t be paid. If they cancel after that, you’ll be paid for each night they stay, plus 1 additional night and 50% for all unspent nights.

Firm cancellation policy: To receive a full refund, guests must cancel at least 30 days before check-in. They can also get a full refund within 48 hours of booking if the cancellation occurs at least 14 days before check-in. If they cancel between 7 and 30 days before check-in, you’ll be paid 50% for all nights. If they cancel less than 7 days before check-in, you’ll be paid 100% for all nights.

Strict cancellation policy: To receive a full refund, guests must cancel within 48 hours of booking, and the cancellation must occur at least 14 days before check-in. If they cancel between 7 and 14 days before check-in, you’ll be paid 50% for all nights. If they cancel after that, you’ll be paid 100% for all nights.

Long-term policies

Your long-term cancellation policy applies to reservations of 28 consecutive nights or more. It overrides your standard policy.

Flexible long-term cancellation policy: To receive a full refund, guests must cancel at least 30 days before check-in. If a guest cancels after that, you’ll be paid 100% for all nights spent, plus 30 additional nights. If fewer than 30 nights remain on the reservation when the guest cancels, you’ll be paid 100% for all remaining nights.

Strict long-term cancellation policy: Guests who cancel a reservation can get a full refund only if they cancel their reservation within 48 hours of booking and at least 28 days before their check-in date. If a guest cancels after that, you’ll be paid for all nights spent plus 30 additional nights from the date of cancellation. If a guest cancels with fewer than 30 days remaining on the reservation, you’ll be paid 100% for all of those remaining nights.

Rebooking and Refund Policy

What happens if a Host cancels before check-in?

If a Host cancels a reservation prior to check-in, their guest will automatically receive a full refund. If a Host cancels 30 days or less prior to check-in, and the guest contacts us, we will also assist the guest with finding comparable or better accommodations.

What happens if another Travel Issue disrupts a stay?

Other Travel Issues must be reported to us no later than 72 hours after discovery. If we determine that a Travel Issue has disrupted the stay, we will provide a full or partial refund and, depending on the circumstances, may assist the guest with finding comparable or better accommodations. The amount refunded depends on the severity of the Travel Issue, the impact on the guest, the portion of the stay affected, and whether the guest vacates the accommodations. If the guest decides to vacate the accommodations because of the Travel Issue and contacts us we will offer assistance with finding comparable or better accommodations for the remaining nights of the stay.

What Travel Issues are covered?

The term "Travel Issue" refers to these situations:

Host cancels the reservation prior to check-in.
Host fails to provide access to the accommodations.
Host fails to disclose in the Listing that the Host, another person, or a pet will be present during the stay.
Accommodations are not habitable at check-in for any of the following reasons:
- They are not reasonably clean and sanitary, including bedding and towels.
- They contain safety or health hazards.
- They contain pests.
Listing contains a material inaccuracy such as:
- Incorrect home type (e.g. entire home, private room or shared room).
- Incorrect type or number of rooms (e.g. bedrooms, bathrooms and kitchens).
- Incorrect location of the accommodation.
- Special amenity or feature described in the Listing is not present or does not function (e.g. pool, hot tub, bathroom - toilet, shower or bathtub, kitchen - sink, stove, refrigerator or other major appliance, electrical, heating or air conditioning systems).

How claims work?

To be eligible for rebooking assistance or a refund, the guest who made the reservation may submit a claim by contacting us. Claims must be made to us no later than 72 hours after discovery of the Travel Issue and supported by relevant evidence such as photographs or confirmation of the conditions by the Host. We will determine whether a Travel Issue has occurred by evaluating available evidence.

Privacy Policy

Last Updated: October 14, 2025

Charter Stays, a unit of Makmur Ventures LLP, (“we,” “us,” or “our”) respects your privacy and is committed to protecting your personal information. This Privacy Policy describes how we collect, use, disclose, and safeguard your data when you visit our website www.charterstays.in, make a booking, or otherwise engage with our services.

By using our website or services, you agree to the terms of this Privacy Policy.

1. Information We Collect

We collect information from you when you interact with our website, make bookings, or contact us. This includes:

a. Personal Information:

Name
Email address
Phone number
Billing address
Payment details (collected securely via third-party payment processors such as Razorpay or PayU or Cashfree)
Booking preferences and history

b. Non-Personal Information:

Browser type, device information, IP address, and usage data collected automatically through cookies and analytics tools.

2. How We Use Your Information

We use the collected data to:

Process and manage your bookings
Communicate booking confirmations, updates, and support messages
Improve our website, customer experience, and service offerings
Manage payments and prevent fraudulent transactions
Send promotional offers, newsletters, or updates (only if you have opted in)
Comply with legal obligations

3. Use of Cookies and Analytics

We use cookies and similar tracking technologies to improve user experience and website performance. These may include:

Google Analytics for visitor statistics and website optimization
Advertising cookies (if applicable) to deliver relevant ads and offers

You may disable cookies in your browser settings, but some features of our website may not function properly without them.

4. Third-Party Services

We may share necessary data with trusted third-party service providers to support our operations, such as:

Payment Gateways: Razorpay, PayU, Cashfree
Booking Platforms: Airbnb and other integrated platforms
Analytics and Marketing Tools: Google Analytics, Meta Pixel

These third parties are bound by confidentiality agreements and use your data only as needed to perform their designated services.

5. Data Protection and Security

We use industry-standard security measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. While we take all reasonable precautions, no online platform can guarantee absolute security.

6. Data Retention

We retain your data only for as long as necessary to fulfill the purposes outlined in this policy or as required by law. Once data is no longer needed, it is securely deleted or anonymized.

7. Your Rights

You have the right to:

Access and review the personal data we hold about you
Request corrections to any inaccurate information
Withdraw consent for marketing communications
Request deletion of your data (subject to applicable laws)

To exercise these rights, contact us at support@charterstays.in.

8. Data Sharing and International Transfers

Your information may be processed and stored on servers located outside your home country. By using our website, you consent to such transfers, provided they ensure adequate data protection standards.

9. Children’s Privacy

Our website and services are not directed to individuals under 18 years of age. We do not knowingly collect personal data from minors.

10. Updates to This Policy

We may update this Privacy Policy periodically to reflect changes in our practices or for other operational, legal, or regulatory reasons. The latest version will always be available on our website.

11. Contact Us

If you have any questions, concerns, or complaints about this Privacy Policy or our data practices, please contact us at:

📧 Email: support@charterstays.in
📞 Phone: +91-7755005569
🏢 Address: Makmur Ventures LLP, Plot No: 376, Flat No: G3, Road No: 82, Matoshree Apartments, Film Nagar, Hyderabad - 500096