Refund Policy

Capella Global Private Limited, the official channel partner of the LOXTEL brand, is committed to providing high-quality products and reliable accommodation services while maintaining the highest standards of transparency, fairness, and customer satisfaction. We understand that customers place their trust in us when purchasing products or booking accommodation through our platform, and we strive to ensure a smooth and satisfactory experience at every stage. While every effort is made to maintain strict quality control, secure packaging, accurate order processing, and reliable service delivery, certain situations may arise where a refund becomes necessary. This Refund Policy outlines the circumstances under which refunds may be granted, the procedures that customers must follow, and the responsibilities of both the customer and the Company throughout the refund process.

For products purchased through our e-store, we take extensive precautions to ensure that all items are carefully inspected, tested where applicable, securely packaged, and dispatched in good condition. Customers are strongly advised to inspect the product and its packaging immediately upon delivery. This inspection is important because it helps identify any delivery-related or mechanical damage at the earliest possible stage and allows our support team to provide prompt assistance. Refund eligibility is generally limited to products that have sustained mechanical damage or delivery-related damage before reaching the customer. To ensure fairness and enable proper verification, any such damage must be reported to our support team within one hour of delivery. Customers should retain all packaging materials and provide clear photographs, videos, delivery records, or any other supporting documentation requested by the Company. This documentation assists our team in verifying the claim accurately and efficiently.

Once a claim has been submitted, our support team will carefully review the information provided and may conduct additional verification where necessary. If the claim is determined to be valid and meets the requirements of this policy, a full refund of the purchase amount will be processed through the original payment method used during the transaction. Refunds are generally processed within seven to ten business days following successful verification and approval. Customers will be notified once the refund has been initiated, although the actual crediting of funds may depend on the processing times of banks, payment gateways, or financial institutions involved in the transaction.

Refunds will not be granted for products that have been damaged due to improper installation, unauthorized modifications, misuse, mishandling, negligence, accidents, environmental conditions, normal wear and tear, or cosmetic imperfections that do not affect the functionality of the product. Similarly, claims submitted after the prescribed reporting period may not be considered eligible for a refund. Any issues that arise after the refund reporting period will generally be handled in accordance with the applicable product warranty terms and conditions. This distinction ensures that refund claims and warranty claims are processed separately and fairly while protecting the interests of both customers and the Company.

For accommodation services, LOXTEL acts as a digital platform that facilitates bookings for hotels, resorts, villas, serviced apartments, homestays, and other accommodation providers. All reservations are subject to confirmation and availability from the respective property. Once a booking has been successfully confirmed, customers receive confirmation details through email, SMS, WhatsApp, or other communication channels used by the Company. We work closely with accommodation providers to ensure accurate booking information and reliable reservation management; however, certain circumstances beyond our direct control may occasionally affect confirmed reservations.

Refunds for accommodation services may be considered where a booking cannot be confirmed by the accommodation provider, where a confirmed reservation is cancelled by the property, or where the booked accommodation cannot be provided substantially as confirmed. In such situations, the Company will review the circumstances, verify the claim, and where appropriate, process the applicable refund. Our objective is to ensure that customers are treated fairly whenever a confirmed accommodation service cannot be delivered as promised. Approved refunds are generally processed through the original payment method used during the booking transaction and may require up to forty-five working days to complete, depending on banking systems, payment processors, and other operational factors.

Refunds are generally not available where customers voluntarily cancel a confirmed booking, fail to check in on the scheduled date, arrive outside the permitted check-in period, shorten their stay after check-in, or make reservations under promotional offers, discounted packages, special event rates, or other non-refundable categories. Customers are encouraged to carefully review booking terms, cancellation policies, property rules, and applicable conditions before confirming a reservation. Understanding these conditions in advance helps prevent misunderstandings and ensures that customers are fully informed about their booking commitments.

All refund requests, whether relating to products or accommodation services, are subject to verification and approval by Capella Global Private Limited. Customers may be required to provide invoices, proof of payment, booking confirmations, communication records, photographs, videos, or other supporting documentation necessary to evaluate the claim. The Company reserves the right to approve or reject refund requests based on the information provided, compliance with this policy, and the outcome of any investigation conducted. This verification process is essential to ensure fairness, prevent fraudulent claims, and maintain the integrity of our refund procedures.

Customers requiring assistance regarding refunds, claims, order issues, booking concerns, or related matters may contact our dedicated support team. We are committed to addressing customer concerns professionally and efficiently and will make every reasonable effort to provide clear guidance throughout the refund process. Customers may contact Capella Global Private Limited at No. 9/22, Pranavam Building, Mamba (PO), Kannur, Kerala – 670611, India, by email at support@loxtel.com, through our website at www.loxtel.com, or by telephone at +91-8075932161.

This Refund Policy shall be governed by and interpreted in accordance with the laws of India. Any dispute, controversy, claim, or legal proceeding arising from or relating to purchases, bookings, refunds, products, accommodation services, or associated transactions shall be subject to the exclusive jurisdiction of the competent courts located in Kannur, Kerala, India. Capella Global Private Limited reserves the right to amend, modify, update, or replace this Refund Policy at any time to reflect changes in operational requirements, legal obligations, business practices, or customer service standards. Any revised version shall become effective immediately upon publication on the Company's official website or other authorized communication channels.