Cancellation, Refund & Guest Protection Policy

Company: LIV ASTA PRIVATE LIMITED · Applicable to guests, hosts, properties and bookings made through LIV ASTA.

1. Purpose

This Cancellation, Refund & Guest Protection Policy establishes the rules applicable to bookings made through LIV ASTA. It is designed to:

• provide guests with clear and transparent cancellation terms;
• protect hosts against unreasonable or last-minute cancellations;
• protect guests where a host or property fails to deliver the booked stay;
• establish a consistent refund mechanism;
• explain the treatment of service fees, taxes and other charges;
• address no-shows, early departures, host cancellations and force-majeure events; and
• establish separate rules for LIV ASTA guest subscriptions.

The cancellation terms applicable to a particular booking are displayed to the guest before payment and recorded in the booking confirmation.

2. Important principle

Every LIV ASTA booking is covered by the Cancellation & Refund rules below. The applicable terms are clearly displayed before booking → at checkout → in the booking confirmation → in the guest account. Once a booking is confirmed, the refund rules in effect at the time of booking apply to that booking.

3. Cancellation & refund rules

The guest refund depends on how far in advance the booking is cancelled, relative to the check-in date:

"Refund" above applies to the room/stay charges. Cleaning fees are refunded when you never check in. Platform fees will be charged when a refund is initiated (see Section 6); and, together with the 24-hour grace period in Section 4, this gives guests reasonable flexibility while protecting hosts against last-minute cancellations.

4. 24-hour booking grace period

For eligible short-term bookings, a guest may cancel within 24 hours of booking for a full refund, provided the booking was made at least 7 days before the scheduled check-in date. This is shown at booking as “Free cancellation within 24 hours of booking — terms apply.” For bookings made less than 7 days before check-in, the 24-hour grace period may not apply.

5. What a refund includes

The refund calculation is shown clearly to the guest before they confirm a cancellation. Depending on the circumstances, a refund may include stay charges, cleaning charges, extra-guest charges, eligible additional services, and other refundable amounts. Platform fees will be charged when a refund is initiated. Not every component of a booking is automatically refundable.

The cancellation screen shows:

6. Platform fees & service fee

Platform fees will be charged when a refund is initiated. When any cancellation or refund is initiated, the platform fee (covering payment gateway transaction processing charges, banking costs, and platform administrative fees) is non-refundable and will be deducted from the refund amount.

Platform fees are only refunded in the following exceptional circumstances:

• LIV ASTA cancels the booking;
• the Host cancels the booking;
• the property is unavailable or does not meet basic habitable standards upon arrival (Host Failure); or
• LIV ASTA determines the guest qualifies for a full refund under Guest Protection.

For all guest-initiated cancellations and refunds, platform fees will be charged and retained to cover payment processing charges.

7. Taxes on cancellation and refunds

LIV ASTA does not currently charge GST on bookings. The amount you pay is the amount shown at checkout, and any refund is calculated on that amount under the applicable cancellation policy. LIV ASTA retains the original invoice and issues a suitable adjustment or refund document on cancellation, rather than deleting or modifying the original invoice. If any statutory tax becomes applicable in future, it will be shown separately at checkout and handled in accordance with the prevailing law at that time.

8. No-show

A no-show occurs when the guest does not arrive, does not check in, has not cancelled, and the booking remains active. If the guest does not arrive, no refund is normally provided for the unused reservation, and the Host may retain the amount permitted under the applicable cancellation policy.

A refund may be considered where the Host prevented check-in, the property was unavailable, incorrect check-in information was provided, the Host failed to provide access, the property was materially different from the listing, or another qualifying Guest Protection event occurred.

9. Early checkout / early departure

• Personal choice: no refund is generally provided for unused nights.
• Property-related problem: the guest may qualify for a partial or full refund depending on the severity of the issue, the number of nights affected, whether the Host had an opportunity to resolve it, whether alternative stays or properties were available, and the evidence provided.
• Emergency / force majeure: the force-majeure provisions below may apply.

10. Guest changes booking dates

A guest may request an earlier/later check-in or checkout, or a change in the number of guests. The Host may accept or reject the request. If the change affects the booking price, the difference (original amount → revised amount → difference payable/refundable) is handled through LIV ASTA; any additional amount must be paid through LIV ASTA.

11. Host cancellation

Host cancellations are treated seriously because the guest relied on the confirmed booking. If a Host cancels before check-in, the guest generally receives a 100% refund of the eligible amount paid. LIV ASTA may additionally help the guest find another property, provide a comparable alternative, provide a promotional credit where appropriate, or provide reasonable rebooking assistance.

12. Host cancellation penalties

To protect the marketplace, LIV ASTA applies consequences to hosts who cancel a confirmed, paid booking:

• Every cancellation: the guest receives a full refund, including the Livasta service fee (Section 11). The Host forfeits an amount equal to that service fee — it is deducted from the Host's payout for that booking (down to a minimum of ₹0), and the cancellation is recorded against the Host account. The Host's own share of the nightly rate and cleaning fee for the booking is otherwise unaffected.
• Repeated cancellation: LIV ASTA may additionally reduce search ranking, suspend calendar availability, remove Superhost/Premium status, restrict instant booking, temporarily suspend the property, or permanently remove the Host/property.

Penalties may be waived where the Host demonstrates a legitimate reason such as major property damage, government restriction, emergency, unsafe property condition, death in the immediate family, natural disaster, or other circumstances accepted by LIV ASTA.

13. Property not available

If, on arrival, the property is unavailable, is occupied by another guest, the Host cannot provide access, the property has been sold or withdrawn, the booking was double-booked, or the property cannot legally host the guest, LIV ASTA may classify this as a Host/Property Failure. The guest is generally eligible for a full refund plus reasonable rebooking assistance, subject to availability.

14. Property significantly different from the listing

A guest may request assistance where the property is materially different from what was represented — for example a substantially different property or location, an advertised room or major amenity unavailable, a property substantially smaller than represented, a serious cleanliness problem, an unsafe or major structural issue, or a property that is not reasonably habitable.

15. Guest protection claim procedure

• Step 1 — Contact the Host immediately through LIV ASTA.
• Step 2 — Document the problem: photographs, videos, screenshots, messages, check-in evidence and other relevant information.
• Step 3 — Report to LIV ASTA as soon as reasonably possible — preferably within 24 hours of discovering the issue and no later than 72 hours, unless circumstances make this impossible.
• Step 4 — LIV ASTA review: we determine whether the problem qualifies, whether the Host can reasonably resolve it, whether the guest should remain, whether relocation is appropriate, and the appropriate refund.

16. Guest protection remedies

• Minor issue (e.g. missing towel, minor amenity/maintenance problem) → partial refund, Host remedy, or service recovery.
• Significant issue (e.g. a major advertised amenity unavailable, substantial cleanliness problem, significant listing discrepancy) → partial refund or relocation.
• Severe issue (e.g. property inaccessible, serious safety issue, property unavailable, materially different stay) → full refund and/or comparable rebooking assistance.

The actual remedy depends on the facts and evidence.

17. Safety issues

If a guest believes there is an immediate threat to personal safety, they should contact local emergency services first, then contact LIV ASTA support. LIV ASTA may immediately suspend the booking and assist with alternative stays where appropriate.

18. Force majeure / major disruptive events

A Force Majeure Event is an extraordinary circumstance outside the reasonable control of the guest, Host or LIV ASTA that materially prevents the booking from being performed — for example a natural disaster, major flood, earthquake, cyclone, government evacuation order, war, terrorism, major civil unrest, government-imposed travel restrictions, legally applicable epidemic/pandemic restrictions, major infrastructure failure, or other extraordinary events officially recognised by competent authorities.

Routine personal circumstances are not automatically force majeure — for example a change of holiday plans, personal financial problems, a change of mind, a flight-price increase, a work-schedule change, ordinary illness, or a missed flight where travel remains possible.

19. Force majeure refund

Where LIV ASTA activates the Force Majeure Policy, the guest may receive a full or partial refund depending on the portion of the stay affected, money already incurred by the Host, services already provided, taxes, third-party charges and applicable law. Alternatively, LIV ASTA may offer rescheduling, travel credit or rebooking at its discretion and subject to applicable law.

20. Long-term / monthly stays

For stays of 28 nights or more, a separate long-stay cancellation policy applies. As a guide: cancel more than 30 days before check-in for a fuller refund; within 30 days of check-in the first 30 nights may be non-refundable; and after check-in, 30 days' notice is generally required (you pay for the 30 days following your cancellation, and remaining nights beyond that are refunded). The exact long-stay terms are shown on the listing and at checkout before you pay.

This policy forms part of, and should be read with, the LIV ASTA Terms & Conditions. Questions about a cancellation or refund: support@livasta.com · +91 89290 39102.