Refund & Exchange Policy

Refund & Exchange Policy

Refund & Exchange Policy

Effective Date: 26/05/2026
Website: https://www.oholiving.com/

This Refund & Exchange Policy (“Policy”) governs refunds, cancellations, exits, security deposits, exchanges, and related financial adjustments applicable to users, residents, tenants, and customers (“Users”, “Residents”, “you”, or “your”) using services offered by oho Living (“Company”, “we”, “our”, or “us”).

By booking, reserving, registering, or availing any accommodation or related service through oho Living, you agree to this Policy along with our Terms & Conditions and operational guidelines.

1. Refund Policy

1.1 Token / Booking Amount

Any token amount, booking amount, reserve amount, onboarding fee, or advance paid to secure a room, bed, apartment, or accommodation shall generally be considered non-refundable unless explicitly communicated otherwise in writing by oho Living.

The token amount is treated as a commitment from the resident toward reserving inventory and temporarily blocking accommodation availability.

Once the booking is confirmed:

  • The accommodation may be removed from public availability

  • Operational and onboarding processes may begin

  • Allocation and planning costs may be incurred by the Company

Accordingly, cancellation requests after booking confirmation may attract deductions, forfeiture, or cancellation charges.

The Company reserves the right to decide refund eligibility on a case-by-case basis depending on:

  • Time of cancellation

  • Operational losses

  • Vacancy impact

  • Agreement status

  • Move-in status

  • Property-specific policies

1.2 Cancellation Before Move-In

If a user cancels before the scheduled move-in date, refund eligibility shall depend upon:

  • The notice period provided

  • Whether onboarding formalities were completed

  • Inventory blocking duration

  • Property-specific cancellation terms

Any applicable deductions, including processing fees, administrative costs, platform charges, agreement charges, or operational expenses, may be deducted before processing refunds.

1.3 Cancellation After Move-In

Once a resident has moved into the accommodation, refunds shall be governed by:

  • Signed agreements

  • Lock-in commitments

  • Notice period obligations

  • Property policies

  • Outstanding dues and damages

In cases where the resident exits without serving the required notice period or during the lock-in period:

  • Security deposits may be partially or fully forfeited

  • Ongoing monthly rent may remain non-refundable

  • Additional operational or vacancy recovery charges may apply

1.4 Security Deposit Refunds

Security deposits, where applicable, shall be refunded after:

  • Successful move-out inspection

  • Clearance of dues

  • Verification of damages

  • Utility settlement

  • Return of access devices, keys, or property assets

The Company reserves the right to deduct charges, including but not limited to:

  • Property damages

  • Deep cleaning costs

  • Pending rent

  • Utility bills

  • Maintenance dues

  • Replacement costs

  • Policy violation penalties

  • Unauthorized occupancy charges

Refund Timeline

All eligible refunds, including security deposit settlements, shall generally be processed within 30 to 45 working days from:

  • Completion of move-out formalities

  • Final settlement clearance

  • Submission of required bank details and documentation

Refund timelines may vary depending on:

  • Banking processes

  • Payment gateway delays

  • Verification procedures

  • Pending operational clearances

  • Dispute resolution timelines

The Company shall not be liable for delays caused by banking institutions, third-party payment partners, or incomplete user documentation.

1.5 Monthly Rent Payments

Monthly rent must be paid in advance on or before the due date communicated by the Company.

Failure to make timely payment may result in:

  • Late payment penalties

  • Service restrictions

  • Access limitations

  • Additional administrative charges

Once rent is paid for a billing cycle, it shall generally be considered non-refundable, including in situations where the resident voluntarily vacates before completion of the rental period.

1.6 Notice Period & Early Exit

Residents are required to serve the applicable notice period mentioned in their agreement or communicated operational policy.

Failure to serve the required notice period may result in:

  • Full or partial forfeiture of the security deposit

  • Additional charges

  • Recovery of operational losses

  • Temporary or permanent restriction from future bookings

Notice requests shall only be considered valid if submitted through officially approved communication channels and acknowledged by the Company.

1.7 Special Circumstances

In exceptional situations where the Company is unable to fulfil specifically committed requirements previously confirmed in writing, refund eligibility may be reviewed on a case-by-case basis.

Such situations may include:

  • Non-availability of committed accommodation category

  • Incorrect property allocation

  • Failure to provide specifically promised requirements confirmed in writing

Any approved refund under such cases may still be subject to deductions for:

  • Occupancy duration

  • Operational costs

  • Agreement charges

  • Utility usage

  • Damages or service consumption

2. Exchange Policy

2.1 Room or Property Exchange Requests

Residents may request room transfers, bed changes, or property exchanges subject to:

  • Availability

  • Operational feasibility

  • Internal approvals

  • Clearance of pending dues

The Company does not guarantee the availability of exchange options.

Exchange requests may involve:

  • Revised pricing

  • New lock-in periods

  • Additional security deposits

  • Agreement modification charges

  • Cleaning or onboarding charges

  • Temporary overlapping rent obligations

Residents must confirm acceptance of revised commercial and operational terms before any exchange is finalised.

2.2 Lock-In Implications

Lock-in periods, where applicable, shall remain room-specific or property-specific.

Any exchange, relocation, or exit before completion of the lock-in period may be treated as a contractual breach and may result in:

  • Forfeiture of security deposits

  • Cancellation charges

  • Revised pricing applicability

  • Restriction of future exchange requests

The Company may waive certain charges at its sole discretion only through written confirmation.

3. Non-Refundable Charges

The following amounts are generally non-refundable unless otherwise approved in writing by the Company:

  • Token amounts

  • Booking fees

  • Platform fees

  • Convenience charges

  • Processing fees

  • Onboarding charges

  • Agreement charges

  • Late payment penalties

  • Cleaning charges

  • Administrative fees

4. Refund Processing Method

Approved refunds shall generally be processed through:

  • Original payment source

  • Bank transfer

  • UPI transfer

  • Other approved financial channels

Users are responsible for providing accurate banking and payment information.

The Company shall not be liable for failed refunds resulting from incorrect bank details, inactive accounts, payment gateway issues, or technical failures outside its control.

5. Modification of Policy

oho Living reserves the right to update, modify, suspend, or revise this Refund & Exchange Policy at any time without prior notice.

Updated versions shall become effective immediately upon publication on the website.

Continued use of the platform or services constitutes acceptance of the revised Policy.