At The Punjab Palace Jaisalmer, we understand that travel plans can change. This Cancellation & Refund Policy explains the conditions applicable to cancellations, booking modifications, refunds, and payment-related issues for reservations made through our website or directly with the hotel.
Cancellation terms may vary depending on the room type, rate plan, promotional offer, booking dates, and specific conditions displayed at the time of reservation.
Guests should carefully review the cancellation conditions shown during the booking process before completing payment.
Cancellation requests should be submitted as soon as possible. Customers may contact the hotel using the phone number or email address provided below.
Please include your booking reference, guest name, booking dates, and registered contact information when requesting cancellation.
Where a booking is eligible for free cancellation, the customer may cancel the reservation within the cancellation period specified in the booking confirmation without incurring a cancellation charge.
Where the applicable booking terms specify a cancellation charge, the applicable amount may be deducted from the amount paid and the remaining eligible amount may be refunded.
Certain promotional rates, discounted rates, advance purchase rates, or special offers may be offered as non-refundable or partially refundable.
If a booking is specifically identified as non-refundable at the time of purchase, cancellation may result in the loss of the amount specified under the applicable booking conditions.
If a guest does not arrive at the hotel on the scheduled check-in date and does not contact the hotel regarding the reservation, the booking may be treated as a no-show.
Any applicable no-show charges will depend on the booking’s specific rate and cancellation conditions.
If a guest checks out earlier than the original departure date, the unused portion of the reservation may not automatically be refundable.
Any refund or adjustment for an early departure will depend on the applicable booking conditions and hotel policy.
Requests to change booking dates, room types, number of guests, or other reservation details are subject to availability.
A change in dates or room type may result in a change in the applicable room rate.
Additional charges may apply where the revised booking has a higher applicable rate.
Where a customer is entitled to a refund, the refund amount will be determined according to the applicable booking and cancellation conditions.
Refunds may be reduced by any applicable cancellation charges, non-refundable components, or other charges clearly disclosed during the booking process.
Once a refund has been approved by The Punjab Palace, the refund will normally be initiated to the original payment method used for the transaction, wherever technically possible.
After the refund has been initiated by us or the applicable payment provider, the actual time taken for the amount to appear in the customer’s bank account, card account, UPI account, or other payment instrument may depend on the relevant bank or payment service provider.
Customers should generally allow approximately 5–7 working days after the refund has been processed for the amount to reflect, subject to the processing timelines of the payment provider and customer’s bank.
If a payment fails but the amount is temporarily debited from the customer’s account, the transaction may be automatically reversed by the payment gateway or bank.
If the amount does not return within the expected banking or payment provider timeline, customers should contact us with the transaction reference so that we can assist in verifying the payment status.
If a customer accidentally makes more than one successful payment for the same reservation, the customer should contact us as soon as possible.
After verifying the duplicate transaction, the additional eligible payment may be refunded to the original payment method.
In exceptional circumstances, The Punjab Palace may need to cancel or modify a reservation due to circumstances beyond reasonable control, operational issues, safety requirements, government restrictions, natural events, or other unforeseen circumstances.
Where a hotel-initiated cancellation results in an amount being refundable to the customer, the eligible amount will be refunded according to the applicable circumstances and booking conditions.
Requests arising from emergencies, medical situations, travel disruptions, government restrictions, or other exceptional circumstances may be considered on a case-by-case basis.
Supporting documentation may be requested where reasonably necessary.
Refund calculations may take into account applicable taxes, cancellation charges, payment processing arrangements, and other charges applicable to the reservation.
Where a payment gateway or financial institution has charged a transaction fee, any treatment of such charges in a refund will depend on the applicable booking terms and payment arrangement.
Any applicable non-refundable charge will be disclosed where reasonably possible before the customer completes the transaction.
To request a cancellation, refund, or booking modification, please contact us with the following information:
Approved refunds will generally be made to the original payment method used by the customer, subject to the capabilities and requirements of the relevant payment gateway or financial institution.
We may request additional information where necessary to verify the transaction and prevent unauthorized refund requests.
If you believe that a transaction has been processed incorrectly, please contact us first so that we can investigate the issue.
Customers should provide the relevant transaction reference, booking details, and other information reasonably required to investigate the matter.
The Punjab Palace may update this Cancellation & Refund Policy from time to time to reflect changes in our services, booking arrangements, payment systems, or applicable requirements.
The latest version of this policy will always be published on this page with the applicable revision date.