The short version#
- 30 days free to start, with no card needed and nothing to cancel if you decide Hotelio is not for you.
- Changed your mind after paying? Email us within 14 days of any charge and we refund it in full. No reason needed.
- Subscribed in the iPhone app? Apple sold it, so Apple handles the refund — see Plans bought on iPhone.
- Subscribed in the Android app? The same 14 days apply; we refund through Google Play — see Plans bought on Android.
- Cancel any time and keep access until the end of the period you paid for.
The 30-day trial#
Every new account starts with a 30-day free trial. We do not ask for payment details to begin it, and nothing is charged during it. If you do not choose a plan, the trial simply ends — there is no invoice and nothing to cancel. Your account becomes view-only: your bookings, guests and reports stay readable, nothing is deleted, and choosing a plan later lets you make changes again.
14-day refund on any charge#
If you are unhappy with Hotelio for any reason, email admin@hotelio.lk within 14 days of a charge and we will refund that charge in full. This applies to your first payment and to every renewal, monthly or annual, for plans paid on Android or the web. This section and the ones after it, up to Cancelling, cover those plans.
After 14 days#
- Monthly plans. We do not refund part of a month. Cancel and you keep access until the end of the month you paid for.
- Annual plans. We do not usually refund the rest of the year, but ask us. If you have barely used it, or your circumstances have changed, we would rather sort it out than argue.
When we refund regardless of timing#
- You were charged after cancelling. Full refund of that charge.
- A duplicate or incorrect charge. We refund the amount charged in error.
- A prolonged outage stopped you working. We refund the affected period.
- We closed your account without cause. We refund the unused part of what you paid.
When we may decline#
- The account was closed by us for breach of the Terms.
- Repeated refund requests across successive billing periods.
- The request is outside the 14-day window and none of the cases in the previous section applies.
How to ask for a refund#
Email admin@hotelio.lk with the email address on the account and your hotel's name. That is all we need to find the charge.
We reply within 2 business days. Approved refunds are issued through Paddle for web plans, or through Google Play for Android plans, to the original payment method. Your bank usually shows it within 5 to 10 business days.
Cancelling#
Cancel any time in the app under Settings → Subscription & billing, or by emailing admin@hotelio.lk. If you subscribed in the iPhone app, cancel in your iPhone's Settings → your name → Subscriptions; in the Android app, in the Play Store under your profile → Payments & subscriptions. Cancelling stops future charges. It does not refund past charges by itself; use this policy for those. You keep access until the end of the period you have paid for, then the account becomes view-only.
Deleting your account cancels a subscription paid on Android or the web as well, but it also erases your data permanently. If you only want to stop paying, cancel instead. Deleting your account does not cancel a subscription bought in the iPhone app; cancel that with Apple first.
Plans bought on iPhone#
In the iPhone app, Hotelio is sold through Apple's in-app purchase. Apple takes the payment, so only Apple can refund it. Ask for a refund at reportaproblem.apple.com, and Apple decides under its own rules. If you have a problem with the service itself, email us as well; we are glad to help.
Plans bought on Android#
In the Android app, Hotelio is sold through Google Play Billing. Email us and we refund under this policy through Google Play. Within 48 hours of a charge you can also ask Google directly at play.google.com → Order history.
Plans bought on the web are sold by Paddle, not by Apple or Google Play. Apple and Google cannot refund those; send refund requests to us.
Your statutory rights#
Paddle.com Market Ltd is the merchant of record for purchases on the web, and Paddle's buyer terms apply alongside this policy. Apple is the seller for purchases in the iPhone app, and Google for purchases in the Android app. Nothing here reduces any rights you have under the law of the country where you live, including a statutory cancellation right where one applies.
Contact#
admin@hotelio.lk
Hotelio, Colombo, Sri Lanka