Booking and payment outcomes
This policy explains the general process. The property, booking type, displayed terms, payment channel, stay status, and applicable law determine the final outcome.
Pending bookings
An unpaid booking hold may expire automatically when its payment window ends. A failed or expired payment attempt does not confirm a booking. If a gateway captures money after inventory can no longer be confirmed, Hi PG initiates reconciliation and, where applicable, a gateway refund.
Confirmed bookings and stays
Cancellation and no-show consequences depend on the terms presented for the selected property and stay. Monthly stays may include a property-specific notice period. Charges already accrued before cancellation or move-out remain payable.
Razorpay payments
Approved refunds for gateway payments are initiated through the supported payment flow and ordinarily return to the original payment source. Bank/payment-network processing times are outside Hi PG's direct control. A refund is not complete merely because a request was submitted; its recorded gateway status is authoritative.
Direct UPI and cash payments
Direct payments go to the property owner and are owner-confirmed, not held or gateway-verified by Hi PG. Any refund must be made and evidenced by the owner through the supported dispute/reconciliation process. Contact support if the owner and customer disagree.
Security deposits
Deposit settlement normally occurs at move-out. Permitted deductions may include unpaid rent, an agreed notice-period shortfall, verified utilities, and verified damage, subject to the booking/property agreement and applicable law. Deductions should be itemised, and any remaining eligible balance should be refunded through the supported settlement method.
How to request help
Email hipg.support@gmail.com with the booking identifier, payment channel, amount, date, and a short description. Never include a UPI PIN, OTP, bank password, or complete card/identity-document number.