1. Overview
This Refund and Cancellation Policy applies to all accommodation bookings and service orders made through the Smart Studio Platform (www.mysmartstudios.com and portal.mysmartstudios.com) operated by Weffex Solutions Private Limited. Payments are processed through Razorpay and/or PayU and are subject to the timelines and conditions below.
We believe in complete transparency. All cancellation and refund terms are stated below without hidden conditions. By completing a booking, you acknowledge and agree to this policy.
2. Accommodation Booking — Cancellation Policy
2.1 Standard Cancellation Window
| Cancellation Time Before Check-In | Refund Amount | Processing Time |
|---|---|---|
| More than 48 hours | 100% — Full Refund | 5–7 business days |
| 24 to 48 hours | 50% Refund | 5–7 business days |
| Less than 24 hours | No Refund | — |
| No-Show (no cancellation made) | No Refund | — |
Note: "Check-In Time" refers to the standard check-in time of 12:00 PM (noon) IST on your booked arrival date.
2.2 Long-Stay Bookings (30+ Nights)
- Monthly bookings cancelled 7 days or more before check-in: Full refund less a processing fee of ₹500
- Monthly bookings cancelled within less than 7 days before check-in: 25% refund of the first month's amount
- Early check-out from a confirmed monthly booking: No refund for the remaining unused nights
2.3 Weekly Rate Bookings (7–29 Nights)
- Cancelled 72 hours or more before check-in: Full refund
- Cancelled within 72 hours: 50% refund
- No-show or cancellation after check-in time: No refund
3. Early Check-Out
- If you check out earlier than your confirmed check-out date, the unused nights are non-refundable
- If we require you to vacate early due to property maintenance, safety concerns, or force majeure, a pro-rata refund for unused nights will be issued within 5–7 business days
4. No-Show Policy
- A no-show is defined as failure to arrive at the property by midnight (12:00 AM IST) on the check-in date without prior cancellation notification
- The full booking amount is forfeited in the event of a no-show
- In exceptional circumstances (medical emergency, natural disaster), please contact us immediately at +91 93199 22002 or hello@mysmartstudios.com. We will consider such requests on a case-by-case basis
5. Booking Modification
- You may request to modify your check-in or check-out date subject to availability
- Modifications requested more than 48 hours before check-in are generally accommodated at no additional administrative charge (price differences for the new dates will apply)
- Modifications that result in a shorter stay will be treated as a partial cancellation per the standard policy above
- To request a modification, contact us via WhatsApp at +91 93199 22002 or email hello@mysmartstudios.com
6. Ancillary Services
- Food and pantry orders: Non-refundable once preparation has commenced (typically within 5 minutes of order confirmation)
- Laundry services: Non-refundable once items are collected for processing
- Transport bookings: Cancel at least 2 hours before pickup for a full refund; no refund for later cancellations
- Meeting room bookings: Cancel at least 24 hours before the slot for a full refund; no refund for later cancellations
- Maintenance services: Charged upon completion; disputes must be raised within 24 hours of service delivery
7. How to Request a Cancellation or Refund
You can cancel a booking or request a refund through any of the following channels:
- Portal: Log in to portal.mysmartstudios.com → My Bookings → Select Booking → Cancel Booking
- WhatsApp: Message us at +91 93199 22002 with your booking reference number
- Email: Send your cancellation request and booking confirmation to refunds@mysmartstudios.com
- Phone: Call +91 93199 22002 (Mon–Sun, 8 AM – 10 PM IST)
Please provide your booking reference number, registered mobile number, and reason for cancellation to expedite processing.
8. Refund Processing
8.1 Timeline
- Refunds are initiated by us within 2 business days of a confirmed cancellation
- Credit / debit card refunds: 5–7 business days after initiation (bank processing time may vary)
- UPI refunds: 2–5 business days after initiation
- Net banking refunds: 3–7 business days after initiation
- Wallet refunds: 1–3 business days after initiation
- Smart Studio Credits (where applicable): Credited within 24 hours
8.2 Refund Method
- Refunds are credited to the original payment instrument used at the time of booking
- Refunds cannot be processed to a different card, account, or UPI ID than the one used for payment
- In exceptional circumstances where the original instrument is no longer valid (expired card, closed account), please contact us for alternative arrangements
8.3 Confirmation
You will receive a refund confirmation via email and WhatsApp once the refund is initiated. If you do not receive the refund within the stated timeline, please contact your bank or payment provider with the refund reference number we provide.
9. Failed Payments and Double Charges
- If a payment fails after your account has been debited, the amount will be automatically reversed by the payment gateway within 5–7 business days
- If you are charged twice for the same booking (duplicate charge), contact us immediately at refunds@mysmartstudios.com with both transaction references. The duplicate charge will be refunded within 5 business days
10. Non-Refundable Charges
The following charges are non-refundable under all circumstances:
- GST paid on accommodation and services (as GST is remitted to the Government of India)
- Payment gateway convenience fees (if charged and disclosed at checkout)
- Charges for damage to property caused by the guest
- Charges for violation of house rules resulting in early eviction
- Ancillary service charges once services have been rendered
11. Force Majeure and Extraordinary Circumstances
In the event of extraordinary circumstances beyond the control of either party — including but not limited to natural disasters, epidemics/pandemics, government-mandated lockdowns, civil unrest, or acts of God — we will offer a full credit note valid for 12 months or a full cash refund at your choice, regardless of the standard cancellation timeline. Documentary evidence may be required.
12. Disputes
If you believe a refund has been incorrectly denied or calculated, please raise a dispute by contacting our Grievance Officer within 30 days of the cancellation date:
- Email: grievance@mysmartstudios.com
- Phone: +91 93199 22002
- Response time: Acknowledgement within 48 hours; resolution within 15 working days
Unresolved disputes may be referred to the Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019, or to the relevant Ombudsman scheme.
13. Contact for Refunds
- Email: refunds@mysmartstudios.com
- WhatsApp: +91 93199 22002
- Phone: +91 93199 22002 (Mon–Sun, 8 AM – 10 PM IST)
- Address: Weffex Solutions Private Limited, Gaur City Center, Greater Noida West, Gautam Buddha Nagar, Uttar Pradesh – 201009