This policy outlines the rules for cancelling a Pooja booking and receiving a refund credited to your PujaGuru Wallet.
IMPORTANT: All refunds will be issued as PujaGuru Wallet Coins/Credit. These credits can be used for any future bookings on the platform and cannot be withdrawn as cash. We guarantee no additional fees will be cut beyond the percentage deducted as per the slab below.
1. General Cancellation Rules
The amount of your refund depends on the status of your booking and the time remaining until the Pooja start time when you initiate the cancellation through the PujaGuru app.
2. Cancellation by You (The User)
Scenario A: Before Pandit Acceptance
| Booking Status | Refund Amount | Notes |
|---|---|---|
| Pending Confirmation (A Pandit has not yet accepted your request) | 100% Wallet Refund | You receive a full refund in Wallet Coins as the service was not finalized. |
Scenario B: After Pandit Acceptance (Confirmed Booking)
Once a Pandit has confirmed your booking, cancellation policies are strictly based on the proximity to the scheduled start time. The deducted amount helps compensate the Pandit for their committed time.
| Cancellation Timeframe (Relative to Pooja Start Time) | Refund Amount (Wallet Coins) |
|---|---|
| 48 hours or more before the Pooja Start Time | 100% Wallet Refund |
| 24 hours to less than 48 hours before the Pooja Start Time | 80% Wallet Refund |
| Less than 24 hours before the Pooja Start Time | 0% (No Refund) |
3. Cancellation by the Pandit or PujaGuru
A. Pandit Cancellation
If the Pandit who accepted your booking cancels the service at any time:
- Refund Amount: You will receive a 100% Wallet Refund.
- Platform Action: We will assist you in rebooking a new Pandit or you can use your Wallet Coins for a future service. The Pandit may be subject to platform penalties.
B. Platform Cancellation
In the rare event that PujaGuru cancels the booking (due to technical issues, extreme circumstances, etc.):
- Refund Amount: You will receive a 100% Wallet Refund.
4. Refund Processing and Method
- Refund Method: All refunds are issued exclusively as PujaGuru Wallet Coins/Credit.
- Processing Time: Refunds are typically processed instantly upon successful cancellation in the app. The credit should reflect in your PujaGuru Wallet immediately or within a few hours.
- External Refunds: We do not offer cash refunds or direct bank transfers for cancelled services.
5. How to Cancel a Booking
All cancellations must be initiated by the User through the mobile application. The timestamp of your submission will be the official time used to determine your refund eligibility.
You can find the cancellation option within the Upcoming Pujas Details section accessible in PujaGuru Home Screen.