Refund and Cancellation Policy
Refund and Cancellation Policy
Effective Date: June 25, 2026 Last Updated: June 25, 2026
1. Overview of Our Multi-Vendor Policy Evegram Hotels operates as a decentralized, multi-vendor online marketplace. We provide the digital infrastructure connecting independent hotel owners and property managers ("Vendors") with travelers and guests ("Guests"). Because every hotel property listed on our Platform is independently owned and operated, cancellation timelines, modification rules, and refund eligibilities are set directly by each individual Vendor. Evegram Inc. does not dictate standard cancellation rules for independent listings, but we strictly enforce the specific policy chosen by the Vendor at the time of booking.
2. Finding a Property’s Specific Policy Before confirming any reservation, Guests are required to review the specific house rules and cancellation policy associated with that particular room or property. This information is clearly displayed upfront during the checkout process. Once a booking is finalized, the selected cancellation policy becomes a legally binding agreement between the Guest and the Vendor. A copy of these terms will also be accessible inside your booking confirmation within the Evegram Messenger application.
3. How to Cancel or Modify a Booking All requests for cancellations or modifications must be initiated directly through the Platform. Guests can manage their stay by logging into their account dashboard or by using the Evegram Messenger application. To avoid automated processing disputes, any changes or cancellations must be completed before the specific deadline dictated by the hotel's policy. The exact time stamp recorded by the Evegram Hotels server will serve as the official time of the cancellation request.
4. Standard Cancellation Categories While Vendors have the full operational autonomy to customize their terms, listings on Evegram Hotels generally fall into one of the following structural categories:
Non-Refundable: Bookings under this policy cannot be refunded, exchanged, or changed under any circumstances. If a Guest chooses to cancel or fails to arrive (No-Show), the full amount of the reservation is retained by the Vendor.
Flexible / Free Cancellation: Guests are permitted to cancel their booking for a full refund up to a specific window determined by the Vendor (for example, 24, 48, or 72 hours prior to the check-in time). If a cancellation occurs after this window has closed, a partial fee or the cost of the first night may be charged by the Vendor.
Moderate: Guests receive a partial refund (such as 50%) if they cancel within a set period before the scheduled check-in date.
5. Refund Processing and Financial Gateways When a Guest cancels a reservation within the permitted "Free Cancellation" window, the refund process is triggered automatically.
All refunds are returned exclusively to the original payment method (credit card, digital wallet, or bank account) used during the initial purchase.
While Evegram Hotels authorizes and initiates the refund immediately, the time it takes for funds to appear in your account depends entirely on your financial institution and payment gateway processors. This typically takes between 5 to 10 business days.
Transaction fees or currency conversion fees charged by your bank are non-refundable.
6. Extenuating Circumstances and Force Majeure In rare instances, severe unexpected events may prevent a Guest from traveling or a Vendor from hosting. These extenuating circumstances include documented government-imposed travel restrictions, natural disasters, or severe local states of emergency at the destination spot. In such cases, Evegram Hotels encourages open communication via Evegram Messenger. We reserve the right, at our sole discretion, to mediate disputes and facilitate a credit voucher or refund, overriding individual Vendor policies to maintain platform safety and trust.
7. Disputes Between Guests and Vendors If a Guest arrives at a property and finds that it is significantly misrepresented, inaccessible, unsafe, or structurally deficient, the Guest must contact the Vendor immediately using Evegram Messenger to allow the host an opportunity to resolve the issue. If the Vendor fails to resolve the issue promptly, the Guest must escalate the dispute to Evegram Support (support@evegram.org) within 24 hours of check-in. Evegram Hotels will review the chat logs, submitted photos, and documentation to make a final, binding determination regarding partial or full refund eligibility.
8. Contact Information If you have questions regarding a refund calculation or need technical assistance with a cancellation, please connect with our support desk: Evegram Inc. San Francisco, California 94108, US Email: support@evegram.org Website: https://hotels.evegram.org