Refund & Cancellation Policy
At Amaya Stay, we understand that travel plans can change. This policy explains the general terms relating to booking confirmation, cancellation, refunds and changes to your reservation.
1. Booking Confirmation
A booking request submitted through our website, WhatsApp, phone or any other communication channel is treated as an enquiry until availability and booking details are confirmed by Amaya Stay.
A reservation may require an advance payment or deposit depending on the accommodation, dates, package or services selected.
2. Advance Payment
The applicable advance amount will be communicated to the guest at the time of booking.
The reservation will be considered confirmed only after the required payment has been received and confirmation has been communicated by Amaya Stay.
Cancellation and refund eligibility may depend on the date of cancellation, the booking type, special offers, seasonal demand and services included in the reservation.
3. Cancellation by Guest
Guests who wish to cancel a confirmed reservation should contact Amaya Stay as soon as possible.
Cancellation requests should preferably be made through the same contact channel used for the booking so that the request can be properly verified and recorded.
4. Cancellation Charges
Unless different cancellation terms have been specifically communicated for your booking, the following general guideline may apply:
| Cancellation Timing | General Refund Guideline |
|---|---|
| More than 30 days before check-in | 10% of total booking amout will be deduct. |
| 20–30 days before check-in | 15% of advance amount will be deduct. |
| Less than 20 days before check-in | No Refund |
The final cancellation amount applicable to your reservation will be determined according to the specific booking terms communicated at the time of confirmation.
5. Refund Processing
Where a refund is approved, it will normally be processed through the applicable payment method used for the booking, wherever possible.
Processing time will be 15-20 working days.
6. Non-Refundable Bookings
Certain promotional rates, special offers, peak-season bookings, packages or specially arranged services may be non-refundable.
If a booking is subject to special cancellation or non-refundable terms, those terms will take priority over the general policy stated on this page.
Before making payment, guests are advised to confirm the applicable cancellation, refund and modification terms for their particular reservation.
7. Changes to Booking
Requests to change check-in dates, check-out dates, room type, number of guests or other booking details are subject to availability.
A change to the booking may result in additional charges or cancellation charges depending on the circumstances and availability.
8. Early Check-Out
If a guest chooses to leave before the confirmed check-out date, the unused portion of the booking may not be refundable unless otherwise agreed.
9. No-Show
If a guest does not arrive on the scheduled check-in date without prior notice, the booking may be treated as a no-show.
No-show bookings are generally non-refundable unless special terms have been agreed in advance.
10. Cancellation by Amaya Stay
In exceptional circumstances, Amaya Stay may need to cancel or modify a reservation because of circumstances beyond our reasonable control, property-related issues, safety concerns or other unavoidable situations.
Where Amaya Stay cancels a confirmed booking, we will communicate the available options to the guest and, where applicable, process an eligible refund according to the circumstances and booking terms.
11. Force Majeure
Amaya Stay shall not be responsible for cancellations, interruptions or changes caused by circumstances beyond reasonable control, including natural disasters, extreme weather, government restrictions, road closures, strikes, emergencies or other unforeseen events.
In such circumstances, refund or rescheduling options will be considered based on the specific circumstances and applicable booking terms.
12. Special Packages & Experiences
Experiences such as trekking, hiking, spiritual tours, wellness activities, day outings, nature walks, heritage walks and other specially arranged services may have separate cancellation conditions.
Where a third-party service provider is involved, the applicable provider's cancellation terms may also apply.
13. Refund Exclusions
Amounts already paid to third-party suppliers or service providers may be subject to their own cancellation and refund conditions.
Any non-refundable charges clearly communicated before booking may be deducted from an approved refund.
14. How to Request a Cancellation
To request cancellation, please contact Amaya Stay with your booking name, contact number and reservation details.
Our team will review the booking and communicate the applicable cancellation charges and refund amount, if any.
Need Help With Your Booking?
If you have questions about cancellation, refunds, rescheduling or your booking, please contact our team directly.
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