We keep this simple, and we apply it the same way to every rate we sell, including discounted and offer-code bookings.
Free cancellation until 30 days before arrival. Inside 30 days, a reservation is non-refundable. If the road is closed and you cannot reach us, you receive a full refund whenever that happens.
01The policy at a glance
| When you cancel | What you receive |
|---|---|
| More than 30 days before arrival | 100% refund |
| 30 days or fewer before arrival | No refund |
| Road closed, property unreachable | 100% refund |
| Cancelled by us, for any reason other than your breach | 100% refund |
The 30 days are counted back from your arrival date, in Indian Standard Time. A cancellation reaching us on the 31st day before arrival is free; one reaching us on the 30th day is not.
02How to cancel
Write to reservations@heavenlyretreat.in with your reservation reference, or call +91 77188 90660. A cancellation takes effect when we receive it, and we confirm it to you in writing. Please keep that confirmation.
A message left on a channel we do not monitor is not a cancellation. If you have not had our written confirmation within one working day, please call.
03How refunds are paid
- Refunds are returned by the same route the payment arrived on — to the originating bank account, UPI handle or card.
- We initiate the refund within 3 working days of confirming the cancellation.
- Bank and card refunds usually settle within 5 to 7 working days after that, depending on your bank. UPI refunds are normally quicker.
- Where a card payment carried the 2% processing fee, that fee is refunded too on a free cancellation.
We refund the amount we actually received. We have no control over how long your bank takes to post it, and we are glad to share the refund reference so you can follow it up.
04If you cannot reach the property
The last stretch into Shangarh is an unpaved mountain track. Snow, landslide or official closure can make it impassable, and that is not a risk we ask our guests to carry.
Where the road is closed and you are unable to reach us, you receive a full refund, regardless of how close to your arrival date the closure occurs — including on the day itself. Please call us as early as you can so we can confirm conditions and start the refund.
05No-show
Where a guest neither arrives nor cancels, the reservation is treated as a cancellation inside 30 days and no refund is due. If something has gone wrong on the journey, one phone call changes this — please make it.
06Leaving early
Nights not taken after check-in are not refunded. Where you leave early because of a road closure or another circumstance beyond your control, please speak to us; we would rather find a fair answer than stand on the letter of this clause.
07Changing a reservation
Date changes, and changes to the number of suites or guests, are subject to availability and to the rate applicable on the new dates. Where a change reduces the value of the reservation inside the 30-day window, the original value stands.
Moving a guest between suites of the same category is an operational matter and carries no charge.
08Group and full-property bookings
Reservations of six suites or more, and full-property bookings, may carry their own deposit and cancellation terms. Where they do, those terms are stated in writing on the quotation and confirmation and take precedence over this page for that reservation.
09Events beyond anyone's control
Where we are unable to honour a reservation because of an event outside our control — natural disaster, a government restriction, or damage to the property — we refund everything received. That is the limit of our liability in those circumstances.
10Questions
Anything unclear here is worth a conversation before you book rather than after. Reach us at reservations@heavenlyretreat.in or +91 77188 90660.