Refund & Cancellation Policy

The pilot runs in test mode

While the pilot runs, payments are in test mode. No real money is taken, so there is nothing to refund to a real bank account or card.

The rules below describe how refunds are set up in the system. The amounts, timelines and exact wording are to be confirmed before real payments are switched on.

What you book

Pujas come in packages: Basic, Premium (which includes a video recording) and VIP (which includes prasad). The package, what it includes, and whether it can be booked right now are shown before you pay.

A slot is held for you for 15 minutes while you pay. If the hold ends before payment completes, the booking is cancelled and the slot is released.

If your payment could not be used

Sometimes a payment reaches us after the slot hold has ended, or is a duplicate. In that case the booking is not changed, and the full amount is refunded automatically to your original payment method. You are told about it in the app and by email. You do not need to do anything, and you are welcome to book again.

Cancelling a booking

You cannot cancel a paid booking yourself in the app yet. To cancel, contact us (see Contact & Help) at [Support email — to be added] and give your booking reference. Our team cancels the booking and, where the policy allows, starts the refund.

A booking can also be cancelled by us, for example if a temple cannot perform the puja. When that happens, the refund rules below are applied by our team.

How much is refunded

Refunds depend on how long before the puja time you cancel. The pilot setup currently has three tiers: more than 72 hours before, 72 to 24 hours before, and less than 24 hours before. The refund percentage for each tier is held in the system and can be changed.

The current pilot setting is a full refund for the first tier, half for the second, and a quarter for the last, which also needs a team member to approve. These percentages are a pilot setting, not a final promise, and are to be confirmed before launch.

Whether the payment gateway fee is deducted from a refund is to be confirmed before launch.

Larger refunds may need a second team member to approve them before they are sent.

How a refund reaches you

Refunds go back to the payment method you used, through Razorpay. A refund moves through these steps: started, being processed, and completed. If it fails, our team is alerted and looks into it.

How long your bank takes to show the refund is to be confirmed before launch.

Once a puja is performed

Once a puja has been performed, or a recording or prasad has been delivered, whether a refund is possible is to be confirmed before launch. If something went wrong with your puja, contact us.

Questions

Write to [Support email — to be added] with your booking reference. See Contact & Help.