This Refund & Cancellation Policy applies to every flight, hotel, and activity booking, and every SS Wallet transaction, made on the SetStay app and website ("Platform"), operated by ATW Stays (OPC) Private Limited. It forms part of, and should be read together with, our Terms & Conditions. Refund and cancellation outcomes always depend first on the fare rules / rate policy / activity terms of the underlying airline, hotel, or activity operator, which are always shown to you before you pay.
A refund due to you is paid either back to your original payment method (card/UPI/netbanking, via Cashfree) or credited to your SS Wallet, depending on the nature of the refund and, where applicable, your choice at the time of requesting cancellation. Refunds to your original payment method typically take 5–7 business days to reflect, depending on your bank or payment provider — this timeline is set by the bank/payment network, not by SetStay. A Wallet credit is instant once approved.
Whenever a booking is cancelled from SetStay's own end — for example, the airline/hotel/operator is unable to honour it, a fraud or policy violation is identified, or any other SetStay-initiated cancellation — a Payment Gateway refund handling charge of 2.40% of the amount paid via card, UPI, or netbanking (through Cashfree) is deducted from the refund, in addition to any other deduction described elsewhere in this Policy. This charge is levied by the payment gateway itself on processing a refund and applies every time Payment Gateway funds are refunded for a SetStay-initiated cancellation; it is shown on the payment screen for every booking before you pay, and does not apply to any portion paid from your SS Wallet.
If you cancel after payment but before SetStay has issued a PNR/ticket (i.e. the booking still shows "Ticket Pending"), the full amount paid is refunded, since no airline-side cancellation penalty has yet been incurred. If the airline is unable to confirm your seats at all ("sold out") before ticketing, SetStay initiates a refund of the amount paid, less the Payment Gateway refund handling charge described above (since this is a SetStay-initiated cancellation).
Once a PNR/ticket has been issued, cancellation or date-change is subject to the operating airline's own fare rules — the fare type chosen (refundable, partially refundable, or non-refundable) determines how much of the base fare the airline itself refunds, if any. Airline taxes/fees that are refundable by the airline are passed on to you; airline cancellation/date-change penalties are deducted. In addition, SetStay's own service fee for processing a cancellation or date change (disclosed on the booking page at the time of booking) applies per person per direction, and is separate from, and in addition to, any penalty charged by the airline.
Each room/rate shown at booking carries its own cancellation policy (e.g. "free cancellation until [date]" or "non-refundable"), shown to you before payment and repeated on your booking voucher. Cancelling within a free-cancellation window results in a full refund of the room amount paid. Cancelling a non-refundable rate, or after a free-cancellation deadline has passed, does not entitle you to a refund of the room amount, unless the hotel itself agrees to waive its policy (entirely at the hotel's discretion — SetStay will pass on any such request on your behalf but cannot guarantee the outcome). If the hotel is unable to honour a confirmed booking (e.g. overbooking on the hotel's part), SetStay will secure a refund (less the Payment Gateway refund handling charge described above, since this is a SetStay-initiated cancellation) or, where possible, a comparable alternative at no extra cost to you.
Cancellation terms for an activity (e.g. minimum notice period for a free cancellation, or non-refundable once booked) are set by the activity operator and are not always available to us through the live booking system at the time you book. Where this exact policy is not shown on the Platform, please contact SetStay support before booking, or as soon as possible after booking, to confirm the specific cancellation terms applicable to your activity and your eligibility for a refund. Where a cancellation window or non-refundable condition has been confirmed to you, cancelling within that window results in a full refund; cancelling after it, or for a confirmed non-refundable activity, does not entitle you to a refund unless the operator agrees to waive its policy. If the operator cancels the activity itself (e.g. due to weather, insufficient participants, or closure), you are entitled to a refund of the amount paid, less the Payment Gateway refund handling charge described above (since this is a SetStay-initiated cancellation).
For some activities, the exact cancellation policy is only confirmed with the supplier after you've paid. When that happens, we publish the confirmed policy to you (by email and push notification) and you must respond before the booking is finalized with the supplier: "I Agree" proceeds to confirm your booking as normal, or "I Deny" immediately cancels the booking with a full refund of the amount paid — no cancellation fee applies in this case, since the policy was only confirmed after your payment. SetStay initiates this refund within 24–48 hours of your denial: any portion paid from your SS Wallet is credited back to the Wallet usually within 4 hours of the cancellation being confirmed, and any portion paid via card/UPI/netbanking is refunded to your original payment method, which — once initiated — follows that bank or payment network's own timeline (typically 5–7 business days to actually reflect).
Where TCS was collected on an international flight or hotel booking (based on your PAN declaration), and that booking is subsequently cancelled and refunded, the TCS amount is refunded to you along with the rest of the eligible refund; TCS already remitted to the tax authorities on your behalf can be claimed by you as a credit against your income tax liability, per applicable Income Tax Act provisions — SetStay is not able to refund TCS already remitted in cash outside of this process.
Where a booking that carried a discount, coupon, or promotional price is cancelled, rescheduled, or otherwise refunded for any reason, the value of the discount applied is first deducted from the refund amount otherwise due, and only the remaining balance (if any) is paid out — consistent with our Terms & Conditions.
A wallet top-up submitted for verification (bank transfer/UPI) that is rejected because the payment could not be verified against the reference/UTR you provided is not credited to your Wallet, and you should contact support with proof of payment for manual review. Money already credited to your SS Wallet is not refundable to a bank account or UPI ID — it can only be used toward a future booking on the Platform — except where SetStay, at its discretion, agrees to reverse an erroneous top-up.
Cancellations and refund requests can be raised directly from the booking's detail page in the app (under "Manage Your Booking"), or by contacting SetStay Customer Care at (011) 69296230 or support@setstay.com with your Booking ID — this is also the number to call for an activity's exact cancellation policy where it is not shown on the Platform (see "Activities" above). We aim to acknowledge every request within 24 hours and process an eligible refund within 5–7 business days of approval, subject to the timelines of the airline/hotel/operator and your payment provider as described above.
This Policy is governed by the laws of India and is subject to the Dispute Resolution and Jurisdiction clause in our Terms & Conditions (arbitration seated in New Delhi, and exclusive jurisdiction of the courts at New Delhi).