Refund Policy

1. Money-Back Guarantee (Annual Plans)

HotelClimb offers a **14-day money-back guarantee** for all annual subscription plans. If you are not satisfied with the Services within the first 14 days of your annual subscription, you may request a full refund.

To be eligible for this guarantee: you must be a new customer (first-time subscriber); your request must be submitted within 14 calendar days of the initial purchase date; your account must not have been suspended or terminated for violations of our Terms of Service.

Refunds under this guarantee are processed within 7-10 business days and will be credited to your original payment method. If you have used any onboarding, data migration, or implementation services during the 14-day period, a fair-use deduction of ₹5,000 (or actual cost incurred, whichever is lower) may apply.

2. Monthly Subscriptions — No Refund Policy

Monthly subscription plans are **non-refundable**. This is standard practice for SaaS (Software as a Service) platforms, as services are provided immediately upon purchase and consumed throughout the billing cycle.

You may cancel your monthly subscription at any time, but no refunds will be issued for the current billing period. You will retain access to the Services until the end of your paid billing cycle. No partial or prorated refunds are available for unused time within a monthly billing period.

If you cancel a monthly subscription, you will not be charged for subsequent months, and your account will remain active until the end of the current billing period.

3. Prorated Refunds for Downgrades

If you downgrade from a higher-tier plan to a lower-tier plan mid-billing cycle, no refund will be issued for the difference. Instead, a **service credit** will be applied to your account, which will be used toward your next billing cycle.

Service credits are non-transferable, non-cashable, and expire upon account termination. Credits are calculated on a prorated basis based on the number of days remaining in your billing period and the price difference between plans.

Example: If you downgrade from Professional Plan (₹15,000/month) to Starter Plan (₹8,000/month) on the 15th day of a 30-day billing cycle, you will receive a credit of ₹3,500 (₹7,000 difference × 15 days remaining / 30 days).

4. Service Credits for Downtime

HotelClimb guarantees 99.9% uptime for all cloud-based Services. If we fail to meet this uptime commitment in a given calendar month (excluding scheduled maintenance and force majeure events), you may be eligible for a **service credit**.

Service credit eligibility: Downtime must exceed 7.2 cumulative hours (0.1% of a 30-day month); downtime must be reported within 7 days of the incident; credits are issued as a percentage of your monthly subscription fee based on the actual downtime percentage.

Service credit calculation: 0.1%–1% downtime = 5% credit | 1%–3% downtime = 15% credit | 3%–5% downtime = 25% credit | More than 5% downtime = 50% credit. Service credits are your sole remedy for downtime incidents and do not accumulate beyond your monthly subscription amount.

5. Refund Eligibility — Special Circumstances

In rare cases, HotelClimb may issue refunds outside of the standard 14-day money-back guarantee for annual plans. These circumstances include:

**Duplicate Charges:** If you are charged twice for the same subscription period due to a billing error, the duplicate charge will be refunded immediately.

**Unauthorized Charges:** If your account was charged without your authorization or due to fraudulent activity, we will investigate and issue a full refund if verified.

**Service Unavailability:** If HotelClimb Services become permanently unavailable due to business closure or platform shutdown, prepaid subscription fees for unused months will be refunded on a prorated basis.

**Technical Issues:** If a critical bug or technical issue renders the platform unusable for your property type and cannot be resolved within 30 days of reporting, you may request a prorated refund for the affected period.

6. Non-Refundable Items

The following items and services are **non-refundable under all circumstances**:

**Setup & Onboarding Fees:** One-time setup, data migration, and onboarding services are non-refundable once the work has been initiated or completed.

**Custom Development:** Any custom development, API integration work, or tailored features requested by Enterprise clients are non-refundable.

**Training Services:** Paid training sessions, webinars, and on-site consultation services are non-refundable once delivered.

**Add-On Services:** Additional outlets, premium integrations, dedicated account manager fees, and other add-on services are non-refundable.

**Third-Party Costs:** Payment gateway fees, SMS charges, WhatsApp API costs, and any pass-through charges from third-party services are non-refundable.

7. Refund Request Process

To request a refund, please follow these steps:

**Step 1:** Email us at hello@hotelclimb.com or call +91 81693 68719 with your request. Include your account email, subscription plan, reason for refund request, and original payment transaction ID or invoice number.

**Step 2:** Our billing team will review your request within 2 business days and verify eligibility based on this policy.

**Step 3:** If approved, refunds are processed within 7-10 business days and credited to your original payment method (credit/debit card, UPI, bank account).

**Step 4:** You will receive an email confirmation once the refund has been processed. Please allow an additional 3-5 business days for the refund to appear in your account, depending on your bank or payment provider.

8. Account Cancellation & Data Export

Refund requests for annual plans submitted after the 14-day money-back guarantee period will result in account cancellation without refund. However, you may request a **data export** of all your hotel operational data before the account is permanently closed.

Upon account cancellation: your access to the HotelClimb platform will cease immediately; you have 30 days to request a full data export in standard formats (Excel, CSV, JSON); all data will be permanently deleted after 30 days, with backup copies removed within 90 days.

If you wish to retain access until the end of your prepaid subscription period instead of receiving a refund, please specify this when submitting your cancellation request.

9. Chargebacks & Disputes

We strongly encourage you to contact us directly before initiating a chargeback or payment dispute with your bank or card issuer. Most billing issues can be resolved quickly through direct communication.

If you initiate a chargeback without first contacting HotelClimb: your account will be immediately suspended pending investigation; if the chargeback is found to be invalid or fraudulent, you may be liable for additional fees and your account may be permanently terminated; all data export privileges will be forfeited.

We reserve the right to dispute illegitimate chargebacks and may pursue legal remedies if warranted. Please contact our billing team to resolve any payment concerns amicably.

10. Currency & Exchange Rate Variations

All HotelClimb subscriptions are billed in Indian Rupees (₹). If you paid using an international payment method, currency conversion is handled by your bank or payment provider.

Refunds are issued in Indian Rupees (₹) to the original payment method. If your original payment was in a foreign currency, the refund amount may differ slightly due to exchange rate fluctuations and currency conversion fees charged by your bank. HotelClimb is not responsible for exchange rate differences.

11. Tax Refunds (GST)

All HotelClimb subscription fees are subject to applicable Goods and Services Tax (GST) as per Indian tax regulations. If you receive a refund, the GST component will also be refunded proportionally.

If you have already claimed Input Tax Credit (ITC) on the GST charged for your subscription, you are responsible for reversing the ITC as per GST regulations before requesting a refund. Failure to do so may result in tax compliance issues.

For questions about GST refunds or ITC reversal procedures, please consult your tax advisor or chartered accountant. HotelClimb cannot provide tax advice.

12. Changes to This Refund Policy

HotelClimb reserves the right to update or modify this Refund Policy at any time. Material changes will be communicated via email to all active subscribers at least 30 days before taking effect.

Changes to the Refund Policy apply only to subscriptions purchased after the effective date of the updated policy. Your rights under the policy in effect at the time of your purchase remain unchanged.

We recommend reviewing this page periodically to stay informed about our refund terms and conditions.

13. Contact Us

For refund requests, billing questions, or clarifications about this policy, please contact us:

Email: hello@hotelclimb.com | Phone: +91 81693 68719

WhatsApp: +91 97637 67370 | Website: https://hotelclimb.com

Our billing and customer support team is available Monday–Saturday, 9:00 AM to 9:00 PM IST.