Refund Policy

Payments are taken online through Razorpay, and refunds are sent back through Razorpay to the original payment method. You are notified when a refund starts and again when it has been processed.

How long a processed refund takes to appear depends on your bank or payment method; we do not control that timeline.

• You cancel: the refund is a percentage of the amount you paid, set by the booking's cancellation policy and the time left before check-in. See the cancellation policy.
• The partner declines your request: your deposit is refunded in full.
• Deposit and balance: for stays, programmes and experiences only the deposit is collected online, so only the deposit can be refunded through Wellnest Bay. The balance is paid to the partner directly.
• Taxes: any tax charged is reversed in proportion to the amount refunded.
• Other cases: if something has gone wrong that the policy does not cover, contact support. Refunds outside the standard schedule are decided case by case.

• Cancelling before dispatch: an order can be cancelled from your account before payment, or after payment while it has not yet shipped. A paid order that is cancelled is refunded in full to the original payment method.
• Unpaid orders: an order that is not paid within its 15-minute payment window is cancelled automatically and nothing is charged.
• After dispatch: a shipped, out-for-delivery or delivered order can no longer be cancelled from your account. Returns and exchanges are handled through support; contact us with your order number.

If your bank debits you but the payment cannot be used for a booking or order (for example, the price quote expired before the payment was confirmed), contact support with your payment reference and our team can refund it.

Event tickets are paid in full online. If you cancel, the refund follows the booking's cancellation policy, counted from the event start date.

See the Help Centre or contact support with your booking or order number.