Refund Policy

This Refund Policy explains how refunds are calculated and paid for bookings made through Onto (“Onto”, “we”, “us”, or “our”) at onto.travel. It forms part of our Terms of Service. For when you can cancel and what it costs, see our Cancellation Policy.

How the refund amount is decided

The refund due on a cancelled booking is set by the cancellation terms of the rate you booked, which are set by the accommodation partner. In short:

• Cancel within a free-cancellation window and the amount you paid is refunded in full;
• Cancel outside that window, or on a partially refundable rate, and the property’s cancellation charge is deducted — the balance is refunded;
• Cancel a non-refundable rate, or fail to arrive for your stay, and no refund is due.

We show you the exact figures — what you paid, any cancellation charges, and the refund due — before you confirm a cancellation, so there is no surprise afterwards.

How refunds are paid

Refunds are always returned to the original payment method used for the booking. We cannot redirect a refund to a different card, account, or person, and we do not issue refunds in cash. Refunds are processed through our payment provider, Razorpay.

Refunds are made in the currency of the original payment. Where your bank or card issuer converted the currency, the amount you receive may differ slightly from the amount you paid because of exchange-rate movement between the two dates. Any such difference, and any fee your bank charges, is outside our control.

Timelines

We initiate the refund as soon as your cancellation is confirmed. Once initiated, it typically takes a few business days to appear on your statement, depending on your bank or card issuer. The time your bank takes to post the credit is outside our control.

Tracking your refund

You can follow a refund from the booking in Bookings. It moves through these stages:

• Cancellation initiated — we have received your request;
• Cancellation confirmed — the property has released the rooms;
• Refund initiated — we have sent the refund to your payment provider;
• Refund confirmed — the refund has been credited.

Failed refunds

Occasionally a refund cannot be completed — for example if the original card has expired or the account is closed. If that happens, the booking will show the refund as failed and we will contact you to arrange an alternative. Please write to support@onto.travel if you see a failed refund and have not heard from us.

Failed and duplicate payments

If a payment is deducted but your booking is not confirmed, or you are charged more than once for the same booking, the amount is returned to your original payment method in full. Contact us with your booking ID and we will trace the payment. Amounts held by your bank on an unsuccessful payment attempt are usually released automatically by the bank.

Bookings cancelled by the property or by us

Where a property cancels a confirmed booking, or where we cancel it for reasons that are not your fault, you receive a full refund of what you paid for that booking. No cancellation charge applies.

Disputes and complaints

If you believe a refund has been calculated incorrectly, contact us within a reasonable time of the cancellation with your booking ID and we will review it against the terms that applied to your rate. Refunds arising from a dispute with the property about the stay itself — for example the condition of a room — are at the property’s discretion, though we will help you raise it.

Changes to this policy

We may update this Refund Policy from time to time. We will post the updated version on this page and revise the “Last updated” date above. The terms that apply to a booking are the ones you accepted when you made it.

Contact us

For anything to do with a refund, contact us at support@onto.travel or through Help & Support. Please keep your booking ID ready.