Cancellation & Refund Policy

Overview & Booking Scope

Welcome to The Vivaak Luxury Mountain Estate & Villas (incorporating The Vivaak Pine Hills Villa in Dharampur and Vaza in Barog, Himachal Pradesh). Because our villas are exclusive private estates offering dedicated private staff, personal chefs, and bespoke preparations for every confirmed party, reservations are held exclusively for your group.

Please review our payment schedule, cancellation fees, date change guidelines, and refund terms before finalizing your reservation.

1. Payment Terms

To secure and confirm your reservation at The Vivaak estates, the following payment schedules apply:

• Bookings made within 30 days of arrival date:

  100% full payment is required at the time of booking to confirm reservation dates.

• Bookings made more than 30 days before arrival date:
  • 50% advance deposit is required at the time of booking to block the estate.
  • The remaining balance 50% must be cleared within 3 days of initial booking.
  • Failure to remit the balance within 3 days may result in automatic cancellation of the provisional booking and release of dates.

2. Cancellation Policy

In the event that you need to cancel your reservation, the following cancellation fee structure applies based on the written notice received prior to your scheduled check-in:

* Note on Peak Season: Due to exceptional seasonal demand and advance estate blockouts during high holiday periods, bookings falling entirely or partially within peak season (April through June, and October through March) are 100% non-refundable under all circumstances.

3. Date Change & Rescheduling Policy

We understand that travel plans may occasionally require modification. Date change requests are subject to villa availability and the following conditions:

• Peak Season (April – June & October – March): Date changes are NOT permitted under any circumstances for peak season bookings.
• Non-Peak Season Date Changes:
  • More than 30 days before arrival: Permitted subject to a 25% rescheduling fee plus any applicable tariff difference for the newly requested dates.
  • 15 to 30 days before arrival: Permitted subject to a 50% rescheduling fee plus any applicable tariff difference for the newly requested dates.
  • Within 14 days of arrival: No date change or refund permitted. The reservation will be treated as a late cancellation, and the full booking amount will be charged.
• Rescheduled dates must be utilized within 6 months of the original check-in date, subject to prevailing seasonal tariff adjustments.

4. Refund Processing Timeline & Method

• Approved Refunds: All eligible refund amounts will be calculated after deducting applicable cancellation/rescheduling fees and statutory transaction charges.
• Processing Channel: Refunds are credited strictly back to the original source account, card, or UPI ID used during the transaction.
• Timeline: Once formally approved in writing, refunds are initiated within 3 to 5 business days. Depending on your banking institution, funds typically reflect in your account within 5 to 7 business days.
• Cash Prohibition: In compliance with Indian financial regulations, no cash refunds will be issued under any circumstances.

5. Early Check-out & No-Shows

• No-Shows: If guests do not arrive on the scheduled check-in date without prior written communication, the entire booking is deemed forfeited (100% cancellation fee), and the villa may be released for maintenance or other guests.
• Early Check-outs / Shortened Stays: No refunds, credits, or date adjustments are granted for early departures, late arrivals, or unused room nights during an ongoing stay.

6. Force Majeure & Mountain Weather

While we make every effort to honor all confirmed stays, Himachal mountain weather and unexpected natural occurrences (such as landslides, highway closures, or governmental travel restrictions) are beyond human control. In the rare event that the estate is rendered physically inaccessible:

• The Vivaak management will work closely with guests to offer alternative dates or credit vouchers valid for up to 12 months.
• We strongly advise guests to maintain appropriate travel insurance coverage for hill station journeys.

7. Contact Reservations & Support

For cancellation requests, rescheduling inquiries, or refund status updates, please submit your request in writing accompanied by your Booking Reference ID: