Terms & Conditions

Refund & Cancellation Policy

Place: Kolkata, West Bengal, India
Last Updated: Saturday, 20 December 2025

Legal Nature of the Document

This Refund & Cancellation Policy (“Policy”) governs the terms applicable to refunds, cancellations, and reversals in relation to services offered through the digital platform https://ivynestapartments.com/, which is owned, operated, controlled, and managed by Ivy Nest Apartments (“IVY NEST”, “Company”, “we”, “us”, or “our”).

This Policy is an electronic record within the meaning of the Information Technology Act, 2000, and the rules framed thereunder, as amended from time to time. This electronic record is generated by a computer system and does not require any physical or digital signatures.

By accessing, browsing, registering on, booking through, or otherwise using the IVY NEST platform, website, mobile application, or services, and by clicking the “I ACCEPT” / “ACCEPT & CONTINUE” button, the user expressly consents to be bound by this Policy, along with all other applicable platform policies.

If this Policy is not in a language that the user understands, the user is required to contact IVY NEST at accounts@ivynestapartments.com within 24 (Twenty-Four) hours of receipt. Failure to do so, coupled with acceptance of this Policy, shall be deemed to constitute full understanding and informed consent.

If the user does not agree with any provision of this Policy, the user must immediately refrain from using the Platform or availing any services.

The digital platform is owned by Ivy Nest Apartments, operating under the brand name “IVY NEST” (“Company”, “IVY NEST”, “Platform”, “we”, “us”, or “our”).
IVY NEST Apartments operates, controls, and manages the Platform and the services offered thereon, as defined under applicable policies, terms, and agreements.

IVY Nest Apartments is engaged in the business of providing residential accommodation and rental solutions through a technology-enabled digital platform / online portal to intending occupiers and/or licensees.

The services cater to a diverse customer base, including but not limited to:

• Digital nomads
• Remote workers
• Students
• Working professionals
• Community-oriented residents
• Short-term and long-term occupiers

The platform facilitates access to multiple categories of living and working spaces, including:

• Paying Guest (PG) accommodations
• Rental flats and apartments
• Room-sharing residences
• Hostels
• Co-living spaces
• Co-working spaces
• Workation stays
• Vacation homes and short-term stays

In addition to accommodation facilitation, the Platform also functions as an Online Travel Agency (OTA) by aggregating and listing verified accommodation and rental options, enabling users to digitally discover, compare, book, and transact for short-term and long-term stays. The business operates entirely through electronic and digital means, ensuring convenience, transparency, and a wide range of choices for users.

The business operates entirely through electronic and digital means, ensuring convenience, transparency, and scalability for both short-term and long-term stays.

For the purposes of this Policy, unless the context otherwise requires:

“Platform” means the IVY Nest Apartments website, mobile applications, and all related digital interfaces, collectively.

“User” means any individual, firm, entity, occupier, guest, licensee, or customer registered as an end user/client on the IVY Nest platform.

“Password” means any secret word, phrase, code, passphrase, encryption or decryption key, socket, or authentication credential used to access the Platform or its services.

“Affiliate(s)” means any person, company, corporation, association, or entity that directly or indirectly controls, is controlled by, or is under common control with a Party.

“Control” includes the power to direct management or policies, whether through ownership, contract, or otherwise.

“Applicable Laws” or “Laws” include all statutes, enactments, rules, regulations, notifications, guidelines, policies, directions, and orders issued by any competent governmental, statutory, judicial, or regulatory authority, including municipal and local authorities.

“Authorized User” means employees, agents, or permitted individuals of a Customer or Affiliate expressly authorized to access and use the Platform.

“Confidential Information” means all non-public, proprietary, or sensitive information of the Company or its users, including business plans, financial data, software, trade secrets, customer data, marketing strategies, and technical information disclosed in any form.

“Data” includes Personal Data, usage data, images, records, IP addresses, transaction details, user information, supplier information, and all data generated through the execution of this Policy or use of the Platform.

“Effective Date” means the date on which the User accepts this Policy electronically.

“Force Majeure” means any event beyond reasonable control, including acts of God, natural disasters, epidemics, governmental actions, riots, wars, strikes, regulatory changes, or any circumstance rendering performance impracticable.

“Intellectual Property” includes all copyrights, patents, trade secrets, software, designs, business formats, and other proprietary rights developed, used, or licensed in connection with the Platform or services.

“Term” means the duration for which this Policy remains applicable, as defined under the relevant clauses.

This Policy is intended to clearly define:

• The rights and obligations of users concerning refunds and cancellations
• The conditions under which refunds may or may not be granted
• The timelines, modes, and limitations applicable to cancellations
• Consumer protection disclosures mandated for online platforms

Users are advised to carefully read this Policy prior to making any booking or payment, so as to fully understand their rights, obligations, and expectations in the event of cancellation, modification, or dissatisfaction with the services availed.

This Policy is drafted to ensure compliance with all applicable laws in force in India, including but not limited to:

• Information Technology Act, 2000 (as amended)
• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• Digital Personal Data Protection Act, 2025 (earlier DPDP Act, 2023)
• Consumer Protection Act, 2019
• Consumer Protection (E-Commerce) Rules, 2020 (as amended)
• Indian Contract Act, 1872
• Applicable State Rent Control Acts / Model Tenancy Act / New Rent Rules, 2025
• Relevant local municipal, zoning, and real-estate regulations

This Policy shall be read in conjunction with the Terms of Use, Privacy Policy, Booking & Cancellation Policy, Security Deposit Policy, Grievance Redressal Mechanism, and other platform policies. In case of inconsistency, the Terms of Use shall prevail unless otherwise required by law.

1. General

1.1 Ownership and Operation of the Platform

This website, accessible at https://ivynestapartments.com/, including all its web pages, sub-domains, mobile applications, dashboards, booking interfaces, payment gateways, and associated digital services (collectively referred to as the “Website”, “Site”, “Platform”, or “Mobile App”), is owned, operated, controlled, and managed by Ivy Nest Apartments, having its place of business at Kolkata, West Bengal, India.

The Platform functions as a technology-enabled digital portal facilitating residential accommodation and rental solutions and, where applicable, operates as an Online Travel Agency (OTA) by aggregating, listing, and enabling online booking of verified accommodation options.

1.2 Acceptance of Terms and Binding Nature

By accessing, browsing, registering on, or otherwise using the Website, Mobile App, or any services offered thereon, including but not limited to browsing listings, making payments, subscribing to services, or booking accommodations, the user expressly acknowledges, understands, and agrees to be legally bound by:

• This Refund & Cancellation Policy;
• The Terms of Use / Terms & Conditions;
• The Privacy Policy;
• Any Payment Terms, Security Deposit Policy, Booking Policy, or other additional policies published on the Platform from time to time.

These documents collectively constitute a legally enforceable electronic contract under the Information Technology Act, 2000 and the Indian Contract Act, 1872. Users are advised to review the Terms and Conditions Policy available on the Platform for detailed rights and obligations.

1.3 Modification, Updates, and Continuing Consent

Ivy Nest Apartments reserves the unilateral right to amend, modify, update, suspend, or replace this User Agreement, this Refund & Cancellation Policy, or any part thereof, at any time, to the extent permitted by applicable law, without prior individual notice.

It is the sole responsibility of the user to periodically review the Policy to remain informed of any changes.
Continued access to or use of the Platform after such modifications shall be deemed to constitute conclusive acceptance of the revised terms and conditions.

Where required under applicable consumer or data-protection laws, material changes shall be notified through the Platform, email, or in-app notifications.

2. Cancellation of Subscription, Product, or Service

2.1 Governing Framework for Cancellations and Refunds

All cancellations, terminations, discontinuations, and refund requests relating to:

• Subscription-based services;
• One-time payments;
• Booking amounts;
• Accommodation fees;
• Platform service charges; or
• Any ancillary or value-added services,

shall be governed strictly by:

• This Cancellation & Refund Policy;
• The Terms of Use;
• The Privacy Policy;
• The specific booking or subscription terms displayed on the Platform at the time of transaction.

In the event of any inconsistency, the specific booking terms and statutorily mandated consumer protections shall prevail.

2.2 Operational Commitments and Partial Refund Principle

Upon successful booking, subscription, or confirmation of a service, Ivy Nest Apartments immediately communicates the booking details to the concerned vendor, property owner, accommodation partner, service provider, or operational team, and initiates necessary arrangements, which may include:

• Reservation of accommodation or inventory;
• Allocation of rooms or beds;
• Operational staffing;
• Administrative processing;
• Payment gateway charges;
• Third-party service commitments.

Since costs, liabilities, and irreversible commitments are incurred immediately upon such confirmation, the user expressly acknowledges and agrees that:

• Full refunds may not be feasible in all circumstances; and
• Refunds, if any, shall ordinarily be partial in nature, subject to:
  • Time of cancellation;
  • Nature of the service or accommodation booked;
  • Lock-in or minimum commitment periods;
  • Charges already incurred or contractually payable to third parties;
  • Applicable platform charges and statutory deductions.

The exact refund amount, if any, shall be determined in accordance with the refund matrix, timelines, and conditions published on the Platform at the time of booking or subscription.

2.3 Intermediary Role and Limitation of Liability

The user expressly understands and agrees that Ivy Nest Apartments primarily acts as a technology intermediary and facilitator, and not as a landlord, owner, or guarantor of accommodation (unless expressly stated otherwise in writing).

Accordingly:

• Refunds dependent on third-party vendors or property providers shall be processed only to the extent such refunds are received or contractually permissible.
• Ivy Nest Apartments shall not be liable for delays or denials caused by third-party policies, force majeure events, or statutory restrictions, except as required under applicable consumer protection laws.

2.4 Compliance with Consumer Protection and E-Commerce Laws

This Policy is framed in compliance with:

• The Consumer Protection Act, 2019;
• The Consumer Protection (E-Commerce) Rules, 2020 (as amended);
• Applicable advisories, guidelines, and directions issued by statutory authorities.

Nothing in this Policy shall be construed to waive or limit any non-waivable statutory consumer rights available to users under Indian law.

3. Refund

3.1 Seven-Day Refund Window and Eligibility

The refund policy of the Licensor is structured on a seven (7) working day refund framework, commencing from the date of successful booking or transaction confirmation on the Platform.

A Licensee may submit a request for refund within seven (7) working days from the date of booking, provided that:

a. The request is supported by a valid, bona fide, and verifiable reason for cancellation;
b. The booking has not progressed to a non-refundable stage due to operational commitments, third-party allocations, or statutory obligations; and
c. The booking does not fall within any excluded or non-refundable category as defined under this Policy or the specific booking terms displayed on the Platform at the time of transaction.

The determination of whether a reason constitutes a “valid reason” shall be made objectively and reasonably by the Licensor, having regard to platform records, operational status, and applicable laws.

3.2 Exclusion for Discounted and Promotional Plans

Refunds and returns shall not be applicable to bookings, subscriptions, or services availed under:

• Discounted price plans;
• Promotional offers;
• Flash sales;
• Coupon-based or campaign-specific pricing;
• Any other expressly marked “non-refundable” plans on the Platform.

The Licensee expressly acknowledges that such discounted pricing reflects a commercial concession, and the waiver of refund rights is a material condition of availing such benefits.

3.3 Deductions Prior to Refund Processing

Any refund approved under this Policy shall be processed only after deduction of the following, as applicable:

a. Statutory taxes already remitted or payable (including GST or other indirect taxes);
b. Platform service fees charged by Ivy Nest Apartments, which may vary depending on the nature of service, booking type, duration, and operational costs;
c. Payment gateway charges, banking fees, or third-party processing costs, where applicable.

The Licensee expressly agrees that such deductions are reasonable, proportionate, and contractually justified, and shall not be treated as a penalty.

3.4 Refunds Specific to Property Bookings

In the event the Licensee seeks a refund in respect of a property booking, the following conditions shall apply cumulatively:

3.4.1 Time Limitation

Refund requests for property bookings shall be entertained only if submitted within seven (7) working days from the date of booking confirmation.

Requests received after this period shall be deemed time-barred, unless otherwise mandated by applicable law.

3.4.2 Standard Deductions

All approved refunds shall be subject to standard deductions as reflected in the Licensor’s system and displayed on the Platform at the time of booking, including but not limited to:

• Platform fees;
• Administrative charges;
• Vendor commitment costs;
• Inspection or onboarding costs, where applicable.

3.4.3 Non-Returnable / Used Items or Services

Any items, amenities, services, or benefits that have been:

• Used;
• Partially used;
• Activated;
• Occupied; or
• Show indications of usage or consumption,

shall not be eligible for return, reversal, or refund, whether in whole or in part.

3.5 Mode and Timeline of Refund

All refunds, where approved, shall be processed only through the original mode of payment and credited to the Licensee’s registered bank account or payment instrument, within a reasonable period as prescribed under applicable consumer protection laws, subject to banking and third-party processing timelines.

4. E-NACH / Subscription Cancellation

4.1 Automatic Recurring Charges

The Licensee and the Licensor expressly acknowledge and agree that all subscription-based services, whether monthly, quarterly, or annual, are billed on an automatic recurring basis through E-NACH / ECS / auto-debit mechanisms, until such subscription is lawfully cancelled in accordance with this Policy.

Recurring charges shall continue to apply irrespective of actual usage unless cancellation is completed in the prescribed manner.

4.2 Method of Subscription Cancellation

The Licensee may cancel their subscription by:

a. Logging into the Licensor’s ERP system, user dashboard, or mobile application; and
b. Submitting a formal cancellation request through the designated cancellation workflow.

Upon successful submission, a confirmation email shall be issued to the Licensee’s registered email address, specifying the effective cancellation date and subscription expiry.

4.3 Licensee Responsibility for Proper Cancellation

The Licensee expressly agrees that:

a. The responsibility for timely and proper cancellation of the subscription rests solely with the Licensee;
b. Failure to cancel before the due date shall result in continued charges; and
c. No liability shall attach to the Licensor for charges incurred due to incomplete, delayed, or improperly submitted cancellation requests.

For cancellation assistance, the Licensee must submit a written request to:

• support@ivynestapartments.com (primary); or
• accounts@ivynestapartments.com (secondary, in case of difficulty).

Such request must be sent on or before the next payment due date.

4.4 Channel-Based or Group Subscriptions

In cases where monthly dues are being paid within a shared channel, group plan, or organisational subscription, the Licensee must additionally:

• Contact the channel administrator or authorised representative; and
• Ensure formal removal from the channel or group.

Cancellation at the individual level shall be effective only upon confirmation of removal from the channel, failing which subscription charges may continue to accrue.

4.5 No Retrospective Cancellation

Cancellations shall operate prospectively only.
No refunds or reversals shall be issued for subscription periods already commenced or billed, except where required by applicable law.

4.5 No Retrospective Cancellation

Cancellations shall operate prospectively only.
No refunds or reversals shall be issued for subscription periods already commenced or billed, except where required by applicable law.

5. Account Details

5.1 Mode of Refund

All refunds, where approved under this Policy or any other applicable policy of Ivy Nest Apartments, shall be processed exclusively through online banking channels, including but not limited to NEFT, RTGS, IMPS, UPI, or direct bank transfer.

No refunds shall be processed through cash, cheque, demand draft, wallet credit, coupon, or any other alternative mode, unless expressly required by applicable law or regulatory direction.

The Licensee expressly agrees and acknowledges that this restriction is implemented for reasons of financial transparency, fraud prevention, audit compliance, and statutory reporting obligations.

5.2 Source Account Restriction

Refunds shall be credited only to the same bank account, payment instrument, or financial source from which the Licensor originally received the payment.

Under no circumstances shall refunds be redirected to a third-party account, nominee account, alternate wallet, or any account not originally used for the transaction, except where such redirection is mandated by a court order or applicable law.

The Licensee acknowledges that this condition is a material contractual safeguard intended to prevent money laundering, identity fraud, and unauthorised financial diversion.

5.3 Reference to Governing Policies

For detailed terms governing eligibility, timelines, deductions, exclusions, and dispute resolution relating to refunds, the Licensee is required to refer to:

• The Terms and Conditions;
• The Booking, Cancellation & Refund Policy; and
• Any Additional Policies published on the Platform from time to time.

All such policies shall be read harmoniously and cumulatively, and shall together constitute binding contractual terms under the Indian Contract Act, 1872.

6. Cancellation Process

6.1 Initiation of Cancellation Request

To cancel any subscription, product, or service availed through the Platform, the Licensee must initiate a formal cancellation request by either:

a. Sending a written request to support@ivynestapartments.com from the registered email address; or
b. Submitting a cancellation request through the Ivy Nest Mobile Application or user dashboard, as applicable.

Upon successful submission, the Licensee shall be issued a Cancellation Request Number, which shall serve as the official acknowledgment and reference for all future correspondence.

6.2 Service-Specific Cancellation Conditions

The acceptance, effectiveness, and consequences of cancellation shall depend upon:

• The nature of the product or service;
• Whether the service is subscription-based, one-time, short-term, or long-term;
• The stage of service delivery or booking confirmation; and
• The specific cancellation terms displayed on the Platform at the time of purchase.

Detailed service-wise cancellation conditions, including timelines, deductions, and refund eligibility, shall be made available on the Mobile Application / Website, and the Licensee agrees to be bound by the same.

6.3 Verification and Approval of Cancellation

Upon receipt of a cancellation request, the Licensor shall:

a. Verify the authenticity and validity of the request;
b. Examine compliance with applicable policy conditions; and
c. Assess whether operational, vendor, or statutory commitments have already been incurred.

If the request is found to be genuine, compliant, and eligible, the Licensor shall proceed with cancellation of the relevant product or service within a reasonable time.

If the request is found to be ineligible, time-barred, or non-compliant, the Licensee shall be informed accordingly, with reasons.

6.4 No Automatic Right of Cancellation

The Licensee expressly acknowledges that submission of a cancellation request does not, by itself, create an automatic right to cancellation or refund. All cancellations remain subject to:

• This Policy;
• The specific service terms; and
• Applicable statutory provisions.

6.4 No Automatic Right of Cancellation

The Licensee expressly acknowledges that submission of a cancellation request does not, by itself, create an automatic right to cancellation or refund. All cancellations remain subject to:

• This Policy;
• The specific service terms; and
• Applicable statutory provisions.

6.5 Statutory Consumer Rights

Nothing contained in this clause shall prejudice any mandatory consumer rights available to the Licensee under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any binding judicial or regulatory directions.
Where the law mandates cancellation or refund, the same shall be processed strictly in accordance with such legal requirements.

7. Exceptions

7.1 Policy Exceptions

Ivy Nest Apartments hereby expressly declares and notifies the Licensee/User that the following exceptions shall apply to this Refund & Cancellation Policy. These exceptions are material contractual terms, and acceptance of this Policy constitutes unconditional agreement to the same.

7.1.1 Late Cancellation Exception

No refund shall be initiated, processed, or entertained where a cancellation request is made less than six (6) hours prior to the scheduled commencement of the service, check-in time, occupancy start, or service delivery window, as applicable.

The Licensee expressly acknowledges that, at such stage, operational, logistical, vendor, and administrative costs are irreversibly incurred, rendering refunds commercially and practically unviable.

7.1.2 Incorrect Booking Details

Refunds shall not be processed where the booking has been made with incorrect, inaccurate, incomplete, or erroneous details, including but not limited to:

• Wrong person or occupant details;
• Incorrect property, location, or accommodation selection;
• Incorrect dates, duration, or category of service; or
• Any booking error attributable solely to the Licensee/User.

The responsibility for verifying booking details prior to confirmation rests entirely with the Licensee.

7.1.3 Partner / Vendor Non-Compliance

The Platform operates as a technology intermediary and OTA aggregator, and certain services are fulfilled by third-party partners, licensors, or vendors.

Accordingly, both Ivy Nest Apartments and the Licensee shall be strictly bound by the terms, conditions, house rules, and policies of such partners or vendors.

Where a Licensee violates, breaches, or fails to comply with any condition imposed by the concerned partner or vendor, including but not limited to conduct rules, occupancy restrictions, documentation requirements, or usage limitations, no refund shall be processed.

7.1.4 Partner / Vendor Non-Compliance

The Platform operates as a technology intermediary and OTA aggregator, and certain services are fulfilled by third-party partners, licensors, or vendors.

Accordingly, both Ivy Nest Apartments and the Licensee shall be strictly bound by the terms, conditions, house rules, and policies of such partners or vendors.

Where a Licensee violates, breaches, or fails to comply with any condition imposed by the concerned partner or vendor, including but not limited to conduct rules, occupancy restrictions, documentation requirements, or usage limitations, no refund shall be processed.

7.1.5 Misuse, Misrepresentation, or Fraud

No refund shall be processed where cancellation is sought due to:

• Misrepresentation of facts;
• Suppression of material information;
• Attempted misuse of refund mechanisms; or
• Any fraudulent, abusive, or manipulative conduct.

Such conduct may also result in account suspension, termination, or legal action, without prejudice to other remedies available under law.

7.1.6 Statutory Override

Notwithstanding the above exceptions, where a refund is mandatorily required under applicable law, judicial order, or regulatory direction, Ivy Nest Apartments shall comply strictly to the extent required by such mandate and no further.

8. Response Time

8.1 Standard Refund Processing Timeline

Once a refund request is duly verified, approved, and completed from Ivy Nest Apartments’ internal systems, refunds are ordinarily processed within seven (7) Business Days, excluding weekends and public holidays.

This timeline commences only after completion of all internal verification, compliance, and reconciliation procedures.

8.2 Credit / Debit Card Refund Timelines

Where payments are made via credit card or debit card, the Licensee acknowledges that:

• The refund may take one (1) to two (2) billing cycles to reflect in the account; and
• The timeline is subject to the issuing bank’s internal processes and policies.

Ivy Nest Apartments shall not be liable for delays attributable to card networks, issuing banks, or payment gateways. Notification of refund initiation shall be sent via registered email.

8.3 UPI and Bank Transfer Refunds

For payments made through UPI, IMPS, NEFT, RTGS, or direct bank transfer, approved refunds shall ordinarily be credited to the Licensee’s bank account within seven (7) working days from the date of refund initiation.

8.4 Banking and Third-Party Delays

The Licensee expressly acknowledges that refund timelines may be affected by:

• Banking system outages;
• Payment gateway or intermediary delays;
• Regulatory compliance checks; or
• Force majeure events impacting financial infrastructure.

Ivy Nest Apartments shall not be liable for any delay, error, or failure in refund processing caused by banks, payment service providers, or third-party intermediaries beyond its reasonable control.

8.5 No Interest Liability

No interest, compensation, or penalty shall be payable by Ivy Nest Apartments for delays in refunds that occur due to banking processes, third-party systems, or statutory compliance requirements, except where expressly mandated by applicable law.

8.6 Audit and Record Retention

All refund requests, processing actions, communications, and confirmations shall be electronically recorded and retained in accordance with:

• The Information Technology Act, 2000;
• Applicable data protection laws; and
• Internal audit and compliance frameworks.

9. Refusal of a Cancellation or Refund Request

9.1 Right to Refuse Non-Compliant Requests

Ivy Nest Apartments expressly reserves the right to refuse, reject, deny, or cancel any cancellation or refund request where such request:

(a) is not in compliance with this Refund & Cancellation Policy, the Terms of Use, the User Agreement, or any other applicable Platform policy;
(b) is contrary to Applicable Laws, statutory provisions, regulatory requirements, or judicial directions in force at the relevant time;
(c) is submitted beyond the prescribed timelines, notice periods, or eligibility conditions set out herein; or
(d) arises from circumstances expressly excluded under the “Exceptions” clause or any other exclusionary provision of this Policy.

The Licensee/User expressly acknowledges that compliance with this Policy is a condition precedent to the consideration of any cancellation or refund request.

9.2 Platform Discretion Subject to Law

It is hereby expressly agreed and acknowledged by the Licensee/User that the acceptance, processing, or rejection of any cancellation or refund request shall be determined by Ivy Nest Apartments in accordance with this Policy, internal verification procedures, and Applicable Laws.

While Ivy Nest Apartments retains contractual discretion to evaluate such requests, such discretion shall be exercised in a reasonable, non-arbitrary, and legally permissible manner, consistent with:

• The Consumer Protection Act, 2019;
• The Consumer Protection (E-Commerce) Rules, 2020; and
• Principles governing electronic contracts under the Indian Contract Act, 1872.

9.3 Grounds for Rejection

Without limitation, Ivy Nest Apartments may lawfully refuse a cancellation or refund request in cases including but not limited to:

(a) False, misleading, incomplete, or inconsistent information provided by the Licensee/User;
(b) Misrepresentation, concealment, or suppression of material facts at the time of booking or thereafter;
(c) Breach of Platform rules, house rules, partner/vendor policies, or occupancy conditions;
(d) Misuse or abuse of the cancellation or refund mechanism;
(e) Fraudulent intent or suspicious transaction patterns;
(f) Non-payment of dues, outstanding charges, penalties, or recoverable amounts; or
(g) Circumstances where services have already commenced, been substantially performed, or rendered irreversible.

9.4 Intermediary and OTA Limitation

The Licensee expressly acknowledges that Ivy Nest Apartments operates as a technology intermediary and OTA facilitator, and certain services are delivered by third-party licensors, property owners, or vendors.

Accordingly, where cancellation or refund refusal arises due to partner-specific terms, vendor policies, or third-party constraints, Ivy Nest Apartments shall not be held liable beyond the extent required under Applicable Laws.

9.5 No Automatic Entitlement

The Licensee/User expressly agrees that submission of a cancellation or refund request does not create an automatic or vested right to a refund.

Refunds, where permitted, are conditional, policy-based, and subject to verification, and shall only be granted where eligibility criteria under this Policy are fully satisfied.

9.6 Statutory Override and Consumer Rights

Nothing contained in this clause shall operate to limit, exclude, or override any non-waivable statutory right available to the Licensee/User under Applicable Laws.

Where a refund or cancellation is mandatorily required by law, regulatory authority, or a court of competent jurisdiction, Ivy Nest Apartments shall comply strictly to the extent so required.

9.7 Finality of Platform Decision

Subject always to Applicable Laws and statutory remedies, the decision of Ivy Nest Apartments regarding acceptance or refusal of a cancellation or refund request, based on this Policy and recorded reasons, shall be final and binding.

9.8 Without Prejudice Clause

Refusal of a cancellation or refund request shall be without prejudice to:

• Ivy Nest Apartments’ right to recover dues, damages, penalties, or costs;
• The right to suspend or terminate user access; and
• Any civil, contractual, or statutory remedies available under law.

10. Contact and Grievance Communication

10.1 Grievance and Account-Related Queries

For any account-related queries, refund clarifications, or grievances arising out of this Policy, the Licensee/User may contact the Licensor at the following official address:

IVY Nest Apartments

grievance@ivynestapartments.com

All communications must be sent from the registered email address or mobile number of the Licensee for verification and security purposes.