Refund & Cancellation Policy

1. 48-Hour Cancellation & Refund Policy

At KPH Stay, we strive to offer clear and transparent cancellation terms. We provide a 48-Hour Refund Policy on all online room reservations made through our website (https://www.kphstay.com).

If you cancel your booking within 48 hours of original booking confirmation and at least 72 hours prior to scheduled check-in, you are eligible for a 100% full refund of the paid amount in Pakistani Rupees (PKR).

2. Refund Processing Timeframe (PayFast Gateway)

All eligible refunds are initiated through our official payment gateway provider, PayFast.

• Approved refunds are processed back to the original bank account, debit card, credit card, or mobile wallet (JazzCash / EasyPaisa) used during booking.
• Refund processing typically takes 5 to 7 business days to reflect in your bank or card statement, depending on your issuing bank's settlement cycle.
• KPH Stay does not charge administrative processing fees for valid, eligible refunds.

3. How to Request a Refund

To submit a cancellation or refund request, please follow these steps:

1. Send an email to lobby@kphstay.com with the subject line "Refund Request - [Your Booking ID]".
2. Include your full name, registered contact number, Booking ID (`BK-XXXX`), and reason for cancellation.
3. Alternatively, call our helpline at +92 334 009 1127 or +92 51 8461975 for immediate assistance.

4. Non-Refundable Scenarios & Late Cancellations

Refund requests will not be provided under the following conditions:

• Cancellations requested after the 48-hour window has elapsed or less than 72 hours before check-in time.
• Guest "No-Shows" (failure to arrive on the scheduled check-in date without prior approved cancellation).
• Early departures after checking into the suite or apartment.
• Weather-related disruptions or personal schedule changes past the free cancellation period.

5. Double Payments & Technical Transaction Glitches

If an Internet connectivity issue or technical glitch leads to a duplicate charge or double payment via PayFast for the exact same reservation:

Please notify us immediately at lobby@kphstay.com with payment receipts or transaction IDs. Upon verification, the duplicate payment will be 100% refunded within 5 to 7 business days to your original payment card.

6. Booking Date Modifications

If your booking is past the 48-hour free cancellation window, you may request date modifications at least 72 hours prior to scheduled check-in. Modifications are subject to room availability and room rate differences. If the new dates have a higher rate, the guest pays the difference; if lower, no partial cash refunds are issued.