Refund & Cancellation Policy

1. Booking Request Stage

1. A booking request submitted on the Platform is not automatically confirmed.
2. No customer payment should be treated as final booking confirmation unless vendor confirmation has been obtained and the payment step has been completed.

2. Advance Payment Model

1. The current model requires the customer to make a 30% advance payment only after vendor confirmation.
2. This advance is intended to secure the booking and reserve the vendor slot.

3. Refund Policy

3.1 Before Vendor Confirmation

If a booking is not confirmed by the vendor and any amount has been collected in error or is required to be reversed, the customer will be eligible for a refund of the amount paid through the Platform, subject to payment processor settlement timelines.

3.2 After Vendor Confirmation and Advance Payment

Once the vendor has confirmed the booking and the customer has paid the advance, the advance shall be treated as non-refundable.

3.3 Exceptions

Refunds may be considered only if:

1. The vendor cancels the confirmed booking
2. The vendor is unable to provide the confirmed service
3. The Platform cancels the confirmed booking due to operational failure attributable to the Platform

3.4 Customer Cancellation

If the customer cancels after vendor confirmation and advance payment, the advance is non-refundable.

4. Balance Payment

Any balance amount payable directly to the vendor is governed by the arrangement between the customer and vendor and any vendor-side billing or cancellation terms applicable at that stage.

5. Refund Timeline

Approved refunds, where applicable, shall be processed within 7–10 business days, subject to payment gateway and banking timelines.

6. Platform Charges

Any statutory deductions, gateway reversals, or amounts not retained by the Platform may be handled as per actual processing mechanics and applicable law.