Cancellation & Refund Policy

1. Introduction

Welcome to LocalKokani.

LocalKokani helps travelers discover accommodation, restaurants, Khanavals, dhabas and other local businesses across the Konkan region of Maharashtra, India.

This Cancellation & Refund Policy explains the rules for accommodation bookings, restaurant reservations, food orders, food-related complaints and Partner subscription cancellations.

LocalKokani offers two Partner Plans:

• Basic Listing (Free):Customer enquiries are routed through LocalKokani's WhatsApp, and a commission applies to eligible confirmed transactions under the agreed terms.
• Premium Plan (Paid):Customers can contact the business owner directly through the owner's WhatsApp number, with additional listing features.

The cancellation and refund process depends on the selected Partner Plan, the payment arrangement and the conditions communicated by the relevant business before a booking, reservation or order is confirmed.

This policy should be read together with our Terms and Conditions, Terms for Travelers and Terms for Partners.

2. Cancellation Rules for Accommodation Bookings

This section applies to hotels, resorts, homestays, villas, cottages, guest houses, lodges, farm stays and other accommodation businesses listed on LocalKokani.

Each property may have its own cancellation rules, including:

• Free cancellation deadlines.
• Advance payment and deposit conditions.
• Cancellation charges.
• Refund eligibility and timelines.
• Check-in and check-out conditions.
• No-show and late-arrival rules.
• Special conditions for peak seasons, holidays or group bookings.

Travelers must read the cancellation rules displayed in the property's description or About section and confirm the applicable terms with the owner before making a booking or paying an advance.

Once a booking is confirmed, the cancellation conditions agreed for that booking will apply, subject to applicable law and any non-waivable consumer rights.

3. Basic Listing (Free) — Booking and Cancellation Process

Under the Basic Listing plan, accommodation enquiries and bookings are coordinated through LocalKokani's WhatsApp.

The process generally works as follows:

1. The traveler contacts LocalKokani with a booking enquiry.
2. LocalKokani coordinates with the property owner to check availability and booking details.
3. After the booking is agreed and confirmed, LocalKokani may collect an advance payment from the traveler.
4. LocalKokani confirms the booking with the owner.
5. LocalKokani transfers the collected advance to the owner after deducting the agreed commission.
6. LocalKokani shares the owner's contact number with the traveler for further communication.

3.1 Cancellation After Booking Confirmation

If a traveler cancels a confirmed booking, the cancellation rules communicated by the property and accepted by the traveler will apply.

Once the advance has been transferred to the owner, the property owner is responsible for handling any refund due to the traveler, in accordance with the agreed cancellation conditions and applicable law.

If the commission has already been collected or deducted, the full commission will be returned to the Partner under the agreed arrangement.

Important:Returning LocalKokani's commission to the Partner does not automatically mean that the traveler is entitled to a full refund. The amount and eligibility of the traveler's refund depend on the booking's disclosed cancellation terms and applicable law.

3.2 Refund Requests

Travelers should contact the property owner directly regarding cancellation requests and refunds after the advance has been transferred.

LocalKokani may assist with communication or provide relevant booking information where reasonably possible.

Where LocalKokani has not yet transferred the advance, travelers may contact LocalKokani to discuss the cancellation and any refund due under the agreed booking conditions and applicable law.

3.3 Booking Confirmation

Travelers should ensure that they receive confirmation of the booking and retain the payment receipt, booking details and applicable cancellation conditions.

A request or enquiry alone does not constitute a confirmed booking.

4. Premium Plan — Booking and Cancellation Process

Under the Premium Plan, the owner's WhatsApp number is displayed or made available for direct customer enquiries.

The traveler contacts the owner directly to discuss availability, prices, booking conditions, advance payments and confirmation.

For bookings made directly between the traveler and the owner:

• The owner is responsible for confirming the booking.
• The owner is responsible for collecting any advance or payment.
• The owner is responsible for communicating cancellation and refund conditions.
• The owner is responsible for processing any refund due under the booking terms and applicable law.

LocalKokani does not collect or process the advance for these direct bookings unless a separate arrangement is expressly agreed.

Travelers should contact the owner directly if they need to cancel, change a booking or request a refund.

LocalKokani may assist with communication where appropriate, but does not guarantee that a direct booking will be cancelled or refunded.

5. Restaurant Table Reservations, Food Orders and Takeaway

This section applies to restaurants, Khanavals, dhabas and other food businesses listed on LocalKokani.

Before confirming a table reservation or food order, travelers should check the business's stated cancellation conditions and confirm any deposit, advance payment, late-arrival, no-show or order cancellation rules.

5.1 Restaurant Table Reservations

For Premium Plan businesses, travelers contact the restaurant owner directly. The restaurant owner is responsible for managing the reservation, any cancellation and any refund due.

For Basic Listing businesses, enquiries may be coordinated through LocalKokani.

If a restaurant reservation involves an advance collected by LocalKokani, the applicable payment and cancellation conditions will be communicated before confirmation.

Any cancellation fee or deposit restriction must be disclosed before the customer commits and must comply with applicable law.

5.2 Food Orders and Takeaway Cancellations

For Basic Listing food businesses, LocalKokani may coordinate food orders and takeaway requests through its communication channels.

Before confirming an order, the customer should verify:

• Items and quantities ordered.
• Total order amount.
• Preparation and collection or delivery time, where applicable.
• Payment arrangements.
• Cancellation conditions.
• Any applicable refund restrictions.

Once a food order has been accepted and preparation has started, cancellation or refund eligibility may depend on the disclosed order conditions and applicable law.

If an order cannot be fulfilled by the restaurant, the restaurant should inform the customer promptly and provide any refund or appropriate remedy due under the applicable conditions and law.

For Premium Plan businesses, customers contact and pay the restaurant directly. The restaurant is responsible for order cancellation, payment and any refund due.

5.3 Commission on Restaurant Reservations and Food Orders

A fixed commissionper unique confirmed Booking / Order Reference ID applies to eligible Basic Listing restaurant and food transactions.

This includes:

• Restaurant table reservations.
• Restaurant bookings.
• Khanaval and dhaba reservations.
• Food orders.
• Takeaway orders.

One unique confirmed Reference ID attracts only one Fixed commission, regardless of the number of food items, quantities or guests included in that transaction.

Two separate confirmed Reference IDs attract Fixed commission each.

An enquiry or unconfirmed transaction does not attract commission.

If the commission has already been collected or deducted, the full commission will be returned to the Partner under the agreed arrangement.

No standard fixed commission applies to direct Premium Plan transactions unless a separate commission arrangement is disclosed and agreed to in writing.

6. Food Quality, Incorrect or Incomplete Orders

LocalKokani helps customers discover food businesses but does not prepare, cook, package or deliver food unless expressly stated otherwise for a particular service.

The food business is responsible for the food it prepares or supplies, including:

• Food quality and quantity.
• Hygiene and safety.
• Correct order preparation.
• Ingredients and allergen information supplied by the business.
• Packaging and takeaway handling.
• Order fulfilment and applicable delivery services.

If food is unsatisfactory, incorrect, incomplete, damaged or not delivered as agreed, the customer should contact the restaurant or food business directly as soon as possible and provide the order details.

The business is responsible for reviewing the complaint and providing any replacement, correction, refund or other remedy required by its stated terms and applicable law.

LocalKokani is not responsible for food preparation, food quality, incorrect items, missing items or fulfilment of orders handled directly by the food business.

LocalKokani may assist with communication where reasonably possible, but cannot guarantee a particular resolution.

Nothing in this policy excludes any responsibility or consumer rights that cannot lawfully be excluded under applicable law.

7. Cancellation by a Property or Restaurant

If a property owner or restaurant cancels a confirmed booking, reservation or order, the business should inform the customer promptly and explain the available options.

Any advance payment or deposit must be refunded where required by the applicable booking or order terms and law.

The business may offer an alternative date, accommodation option or service, but the customer is not required to accept an alternative they do not agree to.

For Basic Listing accommodation bookings where LocalKokani collected and transferred the advance, the owner is responsible for arranging any refund due after receiving the payment.

For Basic Listing restaurant reservations and food orders, the restaurant or food business is responsible for any customer refund due where it received the payment.

If a confirmed Basic Listing transaction is cancelled, LocalKokani will return the fixed commission to the Partner if it has already been collected or deducted.

For Premium Plan bookings and direct restaurant transactions, the owner or restaurant is responsible for handling the cancellation and any refund due.

8. Partner Premium Plan Cancellation and Refunds

The Premium Plan is a paid subscription that may include:

• A Premium badge indicating an active paid LocalKokani subscription.
• Custom badges, such as "Top Rated", where awarded under applicable criteria.
• Direct WhatsApp enquiries to the owner's number.
• Google Maps location on the listing.
• Priority support.

8.1 Cancelling a Premium Subscription

A Partner who wishes to discontinue the Premium Plan may contact LocalKokani at [email protected].

The request should include:

• Registered business name.
• Partner contact details.
• Subscription information.
• A request to discontinue the Premium Plan.

8.2 Non-Refundable Subscription Fee

The Premium Plan subscription fee is non-refundable once the subscription has been activated, including when a Partner chooses to discontinue the plan before its expiry date, except where a refund is required by applicable law or expressly agreed in writing by LocalKokani.

When the subscription expires or is cancelled, Premium features and the Premium badge may be removed or deactivated.

A business may remain listed under the Basic Listing plan if it continues to meet the applicable listing requirements.

A Premium badge indicates an active paid LocalKokani subscription. It is not a government certification, guarantee of service quality or food safety certification.

9. Travel Accidents, Safety and Unforeseen Events

Travel may involve risks, including road accidents, injuries, illness, severe weather, flooding, landslides, transport disruptions and other unforeseen circumstances.

Travelers are responsible for making informed travel decisions, following official safety advisories, using appropriate precautions and obtaining suitable travel or personal insurance where appropriate.

LocalKokani operates as a business discovery and enquiry facilitation platform. It does not organize or supervise every aspect of a traveler's journey and does not control independent property owners, restaurants, transport providers, roads or weather conditions.

To the extent permitted by applicable law, LocalKokani is not responsible for accidents, injuries, losses or other incidents arising from a traveler's journey or from services independently provided by a listed business.

This statement does not exclude or limit any liability or legal responsibility that cannot lawfully be excluded or limited.

Travelers should contact the relevant emergency services if an accident or immediate safety issue occurs.

10. Refund Processing and Payment Records

Refunds are handled according to the payment arrangement for the particular transaction.

• Basic Listing Accommodation: If LocalKokani collected an advance and transferred it to the owner, the owner is responsible for any refund due after the transfer. LocalKokani will return its commission to the owner as applicable when the booking is cancelled.
• Premium Plan Accommodation: The traveler contacts the owner directly, and the owner handles any refund due.
• Basic Listing Restaurant Reservations and Food Orders: The restaurant or the party that received the payment is responsible for processing any refund due, subject to the applicable conditions and law. LocalKokani will return the fixed commission to the Partner if the confirmed transaction is cancelled and the commission has already been collected or deducted.
• Premium Plan Restaurant Transactions: The restaurant handles cancellation and any refund due for direct transactions.
• Premium Subscription Fee: Non-refundable after activation, except where required by law or expressly agreed in writing.

Travelers should retain booking confirmations, order confirmations, payment receipts, messages and cancellation records.

Any refund processing time may depend on the payment method, bank or other payment provider. The responsible party should communicate the expected processing time where reasonably possible.

The return of commission to a Partner and the refund payable to a customer are separate obligations.

11. How to Contact LocalKokani

For help with an enquiry coordinated by LocalKokani, or for clarification about this policy, contact:

LocalKokani

• Website: https://localkokani.com/
• Email: [email protected]
• Service Area: Konkan, Maharashtra, India

When contacting us, please provide the business name, booking or order reference if available, transaction date and a brief description of your request.

Do not send passwords, OTPs, UPI PINs or full payment-card details.

12. Policy Updates

LocalKokani may update this policy to reflect changes in its services, Partner arrangements or applicable law.

The latest version will be published on this page with a revised Effective Date.

The revised fixed commission and cancellation rules are effective from 2 November 2026 and apply to eligible transactions confirmed on or after that date, subject to the applicable disclosure and acceptance requirements.

Transactions confirmed before 2 November 2026 will remain subject to the cancellation, payment and commission arrangements applicable when they were confirmed, unless the parties expressly agree otherwise.

Changes to an existing booking or order will be subject to the conditions applicable to that transaction and any mandatory legal requirements.

13. Governing Law

This policy is governed by the laws of India.

Any dispute will be handled in accordance with applicable law and the relevant agreement.

Nothing in this policy removes any statutory consumer right or remedy that cannot lawfully be excluded.

Important for Travelers:Before paying an advance or confirming a booking, reservation or food order, read the cancellation rules in the property's or restaurant's About section and confirm any unclear conditions directly with the owner. Keep a copy of the applicable terms and payment confirmation for your records.

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