Return & Refund Policy

This Return and Refund Policy applies to all bookings and payments made to Rio Grande Residency, including Rio Grande Residency (K.Pudur), Rio Grande Bungalow (Hawa Valley), and Rio Grande Apart Hotel (Alagar Kovil Road), Madurai, Tamil Nadu, India.

We strongly encourage all guests to carefully review their booking details before making any payment. By proceeding with a booking and payment, you acknowledge and accept this policy in full.

1. No Refund Policy

Rio Grande Residency operates under a strict no-refund policy for all room bookings, event hall reservations, spa appointments, and restaurant reservations. This policy applies to:

• All advance deposits and booking payments for hotel rooms
• Full payments or partial deposits for banquet hall and conference hall bookings
• Pre-paid spa, wellness, and restaurant reservations
• All payments regardless of the booking channel (WhatsApp, phone, email, in-person)

Once a payment is received and a booking is confirmed by Rio Grande Residency, the payment is non-refundable, irrespective of the reason for cancellation — including illness, change of plans, natural events, travel disruptions, or any other personal reasons.

2. Cancellation Policy

While we do not offer refunds, we understand that circumstances can change. In the event you need to cancel your booking:

• Please notify us as soon as possible via WhatsApp (+91 75503 96222) or email (info@riogranderesidency.com)
• Cancellations do not entitle the guest to any refund of amounts paid
• Cancellation notifications must be in writing (WhatsApp message or email)
• The hotel reserves the right to re-sell the cancelled room/venue immediately upon cancellation

3. Rescheduling Policy

As an alternative to cancellation, we may, at our sole discretion and subject to availability, offer guests the option to reschedule their booking to a future date. Rescheduling is subject to the following conditions:

• Rescheduling requests must be made at least 72 hours before the original booking date
• Rescheduling is subject to room/venue availability on the requested new date
• Rescheduling may only be done once per booking
• Any difference in rate due to season change or room upgrade will be charged additionally
• Rescheduling is offered as a goodwill gesture and is not guaranteed — it does not override the no-refund policy

4. No-Show Policy

If a guest fails to arrive on the confirmed check-in date without prior notification (no-show), the full booking amount is forfeited. No refund or credit will be provided for no-shows. For multi-night bookings, no-shows result in cancellation of the entire remaining reservation with no refund.

5. Event & Banquet Cancellations

For banquet hall, conference hall, and event bookings:

• All advance deposits and payments are strictly non-refundable
• Cancellation of an event booking does not entitle the client to any form of compensation, credit, or refund
• In cases where a significant deposit has been made and the client wishes to reschedule, rescheduling may be considered at management's discretion as outlined in Section 3
• The hotel will not be responsible for losses arising from the client's inability to host the event due to their own circumstances

6. Force Majeure

In extraordinary circumstances beyond the hotel's control — such as natural disasters, government-mandated lockdowns, acts of terrorism, fire, or other force majeure events — that prevent the hotel from honouring a confirmed booking, Rio Grande Residency will offer guests the option to reschedule to a future date of equal value. In such exceptional cases only, a credit note valid for 12 months may be issued at management's discretion. Cash refunds will not be provided even in force majeure situations.

7. Service Quality Concerns

If you have concerns about the quality of services received during your stay, we encourage you to:

• Immediately bring the matter to the attention of our front desk or management team during your stay
• Contact us via WhatsApp or email after your stay for feedback

We take all feedback seriously and will investigate concerns promptly. However, service quality concerns do not constitute grounds for a refund under our no-refund policy. We are committed to resolving issues to your satisfaction during your stay.

8. Payment Disputes

Any payment disputes must be raised within 7 days of the booking confirmation date. After this period, all payments are considered final and non-disputable. We reserve the right to contest any unauthorised payment reversal or chargeback initiated in violation of this policy.

9. Contact Us

For any queries regarding this policy, please contact our team:

• WhatsApp / Phone: +91 75503 96222
• Email: info@riogranderesidency.com
• Address: Rio Grande Residency, 68, Melur Main Rd, K.Pudur, Madurai – 625007, Tamil Nadu

By making a booking with Rio Grande Residency, you confirm that you have read, understood, and agreed to this Return and Refund Policy in its entirety.