The O2 Hotels & Restaurant

Last updated: 30 July 2026

Hotel Booking

Full refund if cancelled 72+ hrs before check-in

Events

Partial refund available if cancelled 7+ days before event

Restaurant

No refund on placed/prepared food orders

Hotel Booking — Cancellation & Refund

Cancellation Time	Refund Amount	Processing Time
72+ hours before check-in	100% Refund (minus payment gateway charges)	5–7 working days
24 – 72 hours before check-in	50% Refund	5–7 working days
Less than 24 hours / No-Show	No Refund	—
Early Check-Out	No Refund for unused nights	—

Advance payment (if collected) is non-refundable in case of no-show or cancellation within 24 hours of check-in. The advance amount will be adjusted against the room tariff for timely arrivals.

Cancellations must be communicated via phone call or email to our front desk with your Booking ID.
Refund will be credited to the original payment method (bank account / UPI / card) used at the time of booking.
Payment gateway charges (typically 2–3%) are non-refundable as they are deducted by the payment processor (Razorpay).
In case of force majeure (floods, government lockdowns, natural calamity), a full refund or complimentary rescheduling will be offered.

Events & Banquet — Cancellation & Refund

Cancellation Time	Refund on Advance Paid
7+ days before event date	Advance refunded minus 20% processing fee
3 – 7 days before event	50% of advance amount refunded
Less than 3 days / Same day	No refund — advance is fully forfeited
Event rescheduling	Allowed once (subject to availability) with 7+ days notice

All event bookings require an advance deposit. The booking is confirmed only after advance payment is received.
Remaining balance must be paid before or on the event day. Failure to pay may result in cancellation.
Rescheduling is allowed once without penalty if requested 7+ days before the event date.

Restaurant Orders — Refund Policy

Generally, restaurant food orders are non-refundable once the order is accepted and preparation has begun.

Scenario	Refund Eligibility
Order cancelled before kitchen accepts	Full Refund
Wrong item delivered	Replacement or Full Refund
Food quality complaint (not consumed)	Replacement or Partial Refund (case-by-case)
Food partially consumed	No Refund
Order already prepared / in delivery	No Refund
Change of mind after order placed	No Refund

Any food quality complaint must be raised before consuming the food and must be reported to the manager immediately.
Delivery time delays due to traffic/weather/high demand are not grounds for a refund.
Allergen-related issues: Guests must inform us of allergies before ordering. We are not liable for reactions if allergies were not disclosed.

Online Payment Refunds (Razorpay)

All online payments are processed securely via Razorpay. Refunds are initiated from our end and processed by Razorpay/your bank.

Payment Method	Refund Timeline
UPI (GPay, PhonePe, Paytm, etc.)	Instant to 2 working days
Debit Card	5–7 working days
Credit Card	7–10 working days
Net Banking	5–7 working days
Razorpay Wallet	Instant to 1 working day

Refunds are initiated by us within 2 working days of a valid refund request being approved.
Once initiated, the actual credit to your account depends on your bank/payment method (timelines above).
Payment gateway charges (2–3%) deducted by Razorpay are not refunded by us.
If payment was debited but booking was not confirmed, please contact us immediately with your transaction ID. We will verify and refund within 3–5 working days.
Razorpay Refund Reference ID will be shared with you once the refund is initiated.

If your payment was deducted but you did not receive a booking confirmation, do NOT re-pay. Contact us first with your transaction/UTR number so we can verify the payment status.

How to Request a Refund

Contact Us Call or WhatsApp us on +91 9241063579 or email info@theo2hotel.com with your Booking/Order ID.

Provide Details Share your Booking/Order ID, name, registered phone number, and reason for cancellation/refund request.

Verification Our team will verify your request against our refund policy (typically within 24–48 hours).

Refund Initiated If eligible, refund is initiated within 2 working days. You will receive a confirmation with the Razorpay Refund ID.

Amount Credited Amount is credited to your original payment method as per the timeline above (UPI: instant; Cards: 5–10 days).

Need help with a refund?

Our team is available to assist you with any refund or cancellation query.

+91 9241063579

info@theo2hotel.com

Also see: Terms & Conditions

Refund & Cancellation Policy

Hotel Booking

Events

Restaurant

Need help with a refund?

When & Who?