Refund & Cancellation Policy
Effective Date: 1st August, 2026
Last Updated: August, 2026
This Refund & Cancellation Policy (“Policy”) applies to services provided by Crowne Suits and Holidays Pvt Ltd, including tour and travel services, hotel and luxury resort bookings, holiday packages, and membership plans.
By making a booking, purchasing a membership, making a payment, or using our services, the customer acknowledges and agrees to the terms of this Policy.
1. Company Information
Company Name: Crowne Suits and Holidays Pvt Ltd
Address: 02nd Floor, Sony Center Building, Opp. HDFC Bank, Benachity, Bardhaman, Durgapur Mc, West Bengal, India – 713213
Phone: +91-9046320904 / +91-9046320905
Email: info@crownesuitsholidays.com
2. General Refund Policy
Refund eligibility depends on the type of service purchased, the applicable booking conditions, the date of cancellation, and the terms imposed by the relevant hotel, resort, travel supplier, or other service provider.
Before making a payment, customers are encouraged to review the applicable booking, membership, cancellation, and refund terms.
Unless otherwise specifically stated in writing, payment does not automatically guarantee that the amount paid will be fully refundable.
3. Tour and Travel Bookings
For tour packages and travel services, cancellation and refund amounts may vary depending on:
Date of cancellation
Type of package purchased
Travel date
Amount already paid to third-party suppliers
Hotel or resort cancellation charges
Transportation or activity cancellation charges
Non-refundable components
Applicable taxes and administrative charges
Where a third-party supplier has imposed a non-refundable charge, that amount may be deducted from any refund payable to the customer.
4. Hotel and Resort Bookings
Hotel and luxury resort bookings are subject to the cancellation policies of the respective property.
Some bookings may be:
Fully refundable before a specified deadline
Partially refundable
Subject to cancellation charges
Non-refundable
Subject to special seasonal or promotional conditions
The cancellation terms applicable to a particular booking will be communicated to the customer where applicable and will form part of the booking agreement.
If a hotel or resort does not permit a refund, Crowne Suits and Holidays Pvt Ltd may not be able to provide a refund for that portion of the booking.
5. Membership Plans
Membership fees are subject to the terms of the specific membership plan selected by the customer.
Once a membership has been activated or membership benefits have been used, the membership fee may be non-refundable, except where a refund is required under applicable law or expressly approved by the Company.
Before purchasing a membership, customers should carefully review:
Membership duration
Membership benefits
Eligibility requirements
Usage restrictions
Blackout dates, if applicable
Cancellation conditions
Refund conditions
Any applicable membership charges
Unused membership benefits do not automatically create an entitlement to a cash refund.
6. Customer-Initiated Cancellation
If a customer wishes to cancel a booking, package, or service, the cancellation request should be submitted to the Company as soon as possible.
Cancellation requests may be submitted through the Company’s official contact details:
Email: info@crownesuitsholidays.com
Phone: +91-9046320904 / +91-9046320905
The effective cancellation date may be determined by the date and time on which the Company receives the cancellation request.
The customer may be required to provide sufficient information to verify the booking or membership before cancellation is processed.
7. Cancellation Charges
Depending on the applicable service and cancellation period, cancellation charges may include:
Hotel or resort cancellation charges
Supplier cancellation charges
Transportation cancellation charges
Administrative or processing charges
Non-refundable booking amounts
Taxes or fees that cannot be recovered
Other charges imposed by third-party service providers
The customer will be responsible for applicable charges that arise from a customer-requested cancellation.
8. Non-Refundable Services
Certain services, promotional offers, special rates, advance-purchase rates, seasonal packages, membership plans, and other discounted products may be designated as non-refundable.
Where a service is clearly identified as non-refundable before payment, the customer may not be entitled to a refund after payment, except where required by applicable law.
9. Booking Changes and Rescheduling
Requests to change a booking rather than cancel it may be considered subject to availability and applicable supplier conditions.
Changes may result in:
Date-change charges
Difference in hotel or package price
Supplier fees
Administrative charges
Cancellation charges where the original booking must be cancelled and rebooked
The Company does not guarantee that a requested change will be available.
10. Company-Initiated Cancellation
In exceptional circumstances, the Company may be required to cancel or modify a service due to circumstances beyond its reasonable control, supplier-related issues, operational reasons, government restrictions, or other unforeseen events.
Where the Company cancels a service and a refund is applicable, the refund will generally be limited to the amount that the Company is able to recover or is required to refund under the applicable booking terms and applicable law.
Where possible, the Company may offer an alternative service, rescheduled booking, credit, or other appropriate solution.
11. Force Majeure
The Company shall not be responsible for cancellation, interruption, delay, or modification caused by circumstances beyond its reasonable control, including:
Natural disasters
Floods, earthquakes, storms, or extreme weather
Epidemics or pandemics
Government restrictions or orders
War or terrorism
Civil unrest
Strikes or industrial disputes
Transportation disruptions
Hotel or resort closures
Government or regulatory restrictions
Technical or communication failures
Other unforeseen circumstances beyond the Company’s reasonable control
In such circumstances, the Company will make reasonable efforts to assist customers in obtaining any refund, credit, rescheduling, or alternative arrangement available under the applicable supplier’s terms.
12. Refund Processing
Once a refund has been approved, the Company will initiate the refund within a reasonable processing period.
The time required for the customer to receive the refund may depend on:
Payment method
Bank or financial institution
Card issuer
UPI/payment service provider
Payment gateway or intermediary
Internal processing requirements
The Company shall not be responsible for delays caused solely by banks, payment processors, card issuers, UPI providers, or other third parties.
13. Refund Method
Where reasonably possible, approved refunds will be made using the original payment method used by the customer.
For example:
Card payments may be refunded to the relevant card/payment source.
UPI payments may be refunded through the applicable payment mechanism.
Bank transfers may be refunded to an appropriate verified bank account.
Cash payments may be refunded in accordance with the Company’s applicable procedures and applicable law.
The Company may request additional information or verification before processing a refund.
14. Cash Payment Refunds
Where a customer has made payment in cash, any approved refund will be processed in accordance with the Company’s refund procedures and applicable law.
The customer may be required to provide the original payment receipt and valid identification before a cash-related refund is processed.
15. Duplicate or Excess Payments
If a customer accidentally makes a duplicate payment or pays more than the required amount, the customer should contact the Company promptly.
After verification, any confirmed excess amount may be refunded, subject to applicable payment-processing costs, verification requirements, and applicable law.
16. Failed or Reversed Payments
If an amount has been deducted from the customer’s account but the Company has not received or confirmed the payment, the customer should provide the relevant transaction reference or payment proof.
The Company may investigate the transaction with the relevant bank or payment service provider.
A refund or reversal will not be processed until the payment status has been reasonably verified.
17. Booking No-Show
If a customer does not use a confirmed booking or fails to arrive at a hotel, resort, tour, or other service without providing a timely cancellation notice, the booking may be treated as a no-show.
No-show bookings may be non-refundable or subject to charges imposed by the relevant service provider.
18. Late Arrival or Early Departure
Failure to use part of a confirmed booking, including late arrival or early departure, does not automatically qualify the customer for a refund.
Any refund or adjustment will depend on the applicable hotel, resort, tour operator, or supplier policy.
19. Refund Exclusions
A refund may not be available where:
The service is explicitly non-refundable.
The customer fails to comply with the cancellation deadline.
The customer does not use the service without proper cancellation.
The relevant supplier has retained the payment under its cancellation policy.
The customer provides incorrect or incomplete information resulting in the inability to use the service.
The customer fails to provide required travel documents.
The customer is denied service due to failure to meet applicable identification, visa, entry, or other requirements.
The customer violates applicable membership or booking terms.
The applicable law does not require a refund and the relevant service terms do not provide for one.
These exclusions are subject to any rights or remedies available to customers under applicable law.
20. Refund Requests
To request a refund, customers should contact:
Crowne Suits and Holidays Pvt Ltd
Email: info@crownesuitsholidays.com
Phone: +91-9046320904 / +91-9046320905
The refund request should include, where applicable:
Customer name
Booking or membership reference number
Contact number
Payment date
Amount paid
Reason for cancellation/refund request
Payment or transaction reference
Supporting documents, if required
The Company may request additional information to verify the request.
21. Refund Review
All refund requests will be reviewed based on the applicable booking terms, membership terms, supplier conditions, payment records, cancellation date, and applicable law.
Submission of a refund request does not guarantee that a refund will be approved.
Where a refund is not available, the Company may communicate the reason to the customer.
22. Third-Party Charges
Where the Company has already made payments to hotels, resorts, travel operators, transportation providers, or other third parties on behalf of the customer, any refundable amount may be subject to the amount actually recoverable from those providers.
The Company will make reasonable efforts to recover eligible amounts from the relevant supplier.
23. Disputes and Complaints
If a customer believes that a refund has not been processed correctly, the customer should first contact the Company using the contact details provided above.
The Company will make reasonable efforts to investigate and resolve genuine refund-related concerns.
Nothing in this Policy limits any consumer rights or legal remedies available to customers under applicable law.
24. Amendments to This Policy
Crowne Suits and Holidays Pvt Ltd may update this Refund & Cancellation Policy from time to time to reflect changes in its services, supplier policies, business practices, or applicable legal requirements.
The updated Policy will be published on the Company’s website with the revised “Last Updated” date.
The terms applicable to a particular booking or membership may also be stated separately in the booking confirmation, invoice, membership agreement, or package-specific terms.
25. Governing Law and Jurisdiction
This Refund & Cancellation Policy shall be governed by and interpreted in accordance with the applicable laws of India.
Subject to applicable law, disputes relating to refunds or cancellations shall be subject to the jurisdiction of the competent courts having jurisdiction over Durgapur, West Bengal, India.
26. Contact Us
For cancellation requests, refund enquiries, or other questions regarding this Policy, please contact:
Crowne Suits and Holidays Pvt Ltd
02nd Floor, Sony Center Building, Opp. HDFC Bank, Benachity, Bardhaman, Durgapur Mc, West Bengal, India – 713213
Phone: +91-9046320904 / +91-9046320905
Email: info@crownesuitsholidays.com
Last Updated: August, 2026
