Refund & Cancellation Policy

1. Scope and Purpose

Scale My Hotel provides specialized professional consulting, distribution setup services, and proprietary digital toolkits to independent accommodation operators. Because our services require dedicated senior strategist allocation and our digital products are delivered instantly upon purchase, we maintain a transparent, defensible, and structured refund and cancellation framework.

This Refund & Cancellation Policy supplements our Terms of Service and applies to all commercial engagements, statements of work, and digital product purchases.

2. All Services Package & Fixed-Scope Launch Setups

This section governs fixed-scope professional service engagements, including the All Services Package, the Rocket Launch Package, the Short-Term Rental Launch Package, and one-time OTA Listing Setup projects.

2.1 Cancellation Prior to Work Commencement

If a Client provides formal written notice of cancellation prior to the commencement of substantive project work:

• The paid package fee will be refunded, less a 10% administrative and onboarding cancellation fee.
• The 10% fee covers actual, reasonable pre-estimated costs incurred by Scale My Hotel, including preliminary property review, client file creation, senior consultant scheduling, and resource allocation.
• Any unspent third-party disbursements authorized by the Client (if applicable) will be refunded in full.
• Approved refunds are processed via the original payment method within seven (7) to ten (10) business days.

2.2 Cancellation After Work Commencement

Once substantive project work has commenced, the agreed package fee becomes non-refundable.

Commercial Rationale: Scale My Hotel commits dedicated strategist bandwidth, conducts in-depth proprietary property evaluations, drafts bespoke copy, and reserves technical development schedules upon commencement. Fees paid reflect resources committed and work delivered up to that point.

2.3 Objective Definition of "Work Commencement"

To prevent arbitrary determinations, substantive project work is objectively established upon the occurrence of any one of the following verifiable milestones:

• Execution of the initial formal strategy kickoff or onboarding session;
• Initiation of the property-specific positioning review, distribution audit, or rate parity analysis;
• Receipt of extranet credentials and initial setup or modification of listings on OTAs (Booking.com, MakeMyTrip, Agoda, Airbnb, Expedia) or Google Business Profile;
• Drafting or curation of bespoke room descriptions, photography assets, rate rules, or website code; or
• Configuration of advertising campaigns or channel manager mappings.

Merely issuing an invoice or conducting routine administrative intake does not by itself constitute commencement of substantive work.

2.4 Bilateral Symmetry (Cancellation by Scale My Hotel)

If Scale My Hotel is unable to perform or cancels an accepted one-time package prior to commencement without cause or client breach, Scale My Hotel will issue a 100% full refund of all fees received from the Client within seven (7) business days.

3. Monthly Retainers (The Scale Phase)

Ongoing monthly marketing management and revenue guidance retainers operate on a month-to-month basis:

• Either party may terminate an ongoing retainer agreement by providing 30 calendar days' written notice via email to hi@scalemyhotel.com.
• Services, active campaign oversight, and monthly reporting continue through the 30-day notice period. No subsequent renewal invoices will be issued following notice expiry.
• Fees paid for previous or currently active billing months are non-refundable, as they cover active operational management and allocated agency bandwidth.

4. Standalone Downloadable Digital Products (Payhip)

This section governs self-service Excel toolkits, workbooks, guides, and operating kits purchased through scalemyhotel.com via Payhip checkout (e.g., Airbnb, Booking.com, MakeMyTrip, and Expedia Launch Operating Kits, and the Hotel Growth Operating Workbook).

4.1 Default Rule — Final Sale Upon Delivery

Because downloadable digital products, spreadsheets, and PDF guides are fulfilled immediately upon completed payment via Payhip's automated delivery servers, all digital product sales are final and non-refundable by default. We do not provide discretionary change-of-mind refunds once digital files have been delivered or accessed.

4.2 Technical Defect & File Access Remedies

We stand behind the technical quality of our digital assets. You are entitled to support and remedy under the following conditions:

• Failed Delivery Link: If you do not receive download access following payment confirmation;
• Corrupted or Unreadable Files: If a downloaded ZIP or XLSX file cannot be unzipped, is damaged, or contains broken internal formulas;
• Incorrect Product: If you receive a digital file different from the edition purchased; or
• Undisclosed Software Incompatibility: If the file fails to operate on standard versions of Microsoft Excel (2016 or newer) or Google Sheets, despite meeting stated product requirements.

Remedy Procedure: If you encounter any of the above issues, email hi@scalemyhotel.com within seven (7) calendar days of purchase, including your Payhip order reference number and a brief description or screenshot of the issue. Scale My Hotel will provide replacement files, download assistance, or technical resolution within two (2) business days. If a verified technical defect cannot be resolved, an appropriate refund will be issued.

5. Mandatory Statutory Protections

Nothing in this Refund & Cancellation Policy operates to exclude, restrict, or waive any non-excludable consumer rights or statutory guarantees provided under:

• The Indian Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020;
• The United Arab Emirates Federal Law No. 15 of 2020 on Consumer Protection; or
• Applicable United States federal and state digital commerce consumer protection standards.

In the event of an unexcused material breach, failure of performance, or misrepresentation by Scale My Hotel, the Client retains all remedies available under governing Indian commercial contract law.

6. How to Submit a Cancellation or Refund Request

To submit a formal cancellation notice or request a review of your order:

1. Send an email to hi@scalemyhotel.com from the email address associated with your engagement or Payhip purchase.
2. Include the relevant subject line: "Cancellation Request — [Property Name / Package Name]" or "Digital Product Support — [Payhip Order ID]".
3. State the specific reason for cancellation and provide relevant transaction details or invoice references.

Our operations team will acknowledge your request within twenty-four (24) to forty-eight (48) business hours and provide formal confirmation of the outcome.

7. Contact Information

For inquiries regarding billing, invoices, or cancellation terms:

• Email: hi@scalemyhotel.com
• WhatsApp: +91 93214 24546
• Operating Address: Scale My Hotel, C-203, Violet I, Lodha Crown Taloja, Dombivli - 421204, Maharashtra, India