Scope
This policy covers booking cancellations, product order cancellations, failed payments, duplicate payments, COD/cash reconciliation, refund review, and related support cases.
Booking cancellation before assignment
If a booking is cancelled before Pandit assignment or preparation begins, refund eligibility may be simpler, subject to payment status, platform checks, and any applicable charges.
Booking cancellation after assignment
Once a Pandit partner is assigned or has accepted, cancellation may consider preparation, travel, schedule blocking, samagri arrangement, and partner impact.
24-hour review cutoff
Confirmed booking cancellations within {{bookingCancellationWindowHours}} hours of the scheduled time may require manual review. If this variable is not configured, the platform follows the confirmed 24-hour review cutoff.
Partner or platform cancellation
If a Pandit partner or the platform cancels for operational reasons, support may help with reassignment, rescheduling, cancellation, or refund review depending on the facts.
Completed pooja disputes
Completed poojas are not automatically cancelled. If the user raises a genuine issue, support may review evidence, completion status, partner conduct, and payment details.
Partial refund review
Partial refunds may be considered where only part of a service/order was affected, where preparation costs were incurred, or where a support resolution requires adjustment.
Product order cancellation
Product order cancellation depends on order status, seller acceptance, packing, shipment handoff, delivery stage, return state, and payment/COD status.
Failed payment
If payment fails or remains pending, access to booking/order confirmation may depend on gateway confirmation. Users should not make repeated attempts without checking status where the app shows a pending state.
Duplicate payment
Duplicate or extra payments should be reported with payment reference details. Approved duplicate payment refunds are processed after gateway and internal verification.
COD and cash reconciliation
COD or booking cash disputes may require collection evidence, user confirmation, partner reporting, order/booking status, and admin review before refund or settlement action.
Refund timeline
Approved refunds are usually processed within {{refundProcessingDays}} working days after approval/review. If the variable is not configured, the public policy standard is 8 working days. Bank or payment gateway timelines may vary.
Non-refundable cases
Refunds may be declined for completed services without verified issue, user no-show, inaccurate user details, policy abuse, off-platform payment, damaged/used non-returnable items, or fraudulent claims, subject to law and review.
Evidence required
Users may be asked to share booking/order ID, payment reference, photos, chat/support details, delivery proof, completion evidence, or other relevant facts.
Gateway and bank delays
After Pooja Saathi or the gateway initiates an approved refund, banks, wallets, UPI providers, or card networks may take additional time to reflect the amount.
Contact support
Refund and cancellation questions may be sent through in-app support, order/booking support, contact@poojasaathi.com, or 9532957070.