Cancellation and Refund Policy

Scope

This policy applies to BookMySpa client bookings, package purchases, cash payments, online Razorpay payments, refunds, reschedules, QR check-in, no-show handling, and support review. It forms part of the Client Terms of Service.

Spa Cancellation Window

Cancellation availability is determined by the spa cancellation window shown in the app for the booking. The platform currently uses the spa default cancellation window for single bookings, spa package bookings, and global package bookings. Where cancellation is allowed by the server-authored booking action, the app displays the exact cancellation/refund outcome.

Client Cancellations

• If cancellation is allowed before the applicable cutoff, the booking may be cancelled and eligible online amounts or package wallet value may be restored/refunded according to the booking source and payment state.
• If cancellation is blocked, the app shows the server-provided blocked reason. Local device time or screenshots do not override server policy.
• Some refund finalization can remain pending until Razorpay, bank, UPI, wallet, support, or finance reconciliation completes.

Reschedule

Eligible clients may reschedule once before the free-cancellation cutoff where the app shows reschedule as available. Reschedule requires selecting a new available hold. Payment or package state transfers to the new booking. The original booking is treated as rescheduled rather than a standard refund cancellation.

No-Show And Late Arrival

A spa manager or authorized operator may mark a confirmed booking as NOSHOW after the booking start time where the client does not attend or cannot complete the required service/check-in. No-show is terminal and may not be refundable unless support determines otherwise under applicable law or exceptional platform error.

QR Check-In

Mobile self-bookings and manager-created package bookings may require QR verification. A confirmed booking that requires QR remains pending check-in until the assigned therapist generates a valid QR code and the client scans it. Failure to complete QR check-in can affect service completion and dispute review.

Online Refunds

Online refunds are processed through Razorpay or another approved payment processor where eligible. Refunds may return to the original payment method and timing depends on payment rail, bank, wallet, UPI provider, card network, Razorpay, and compliance checks. Provider-pending refunds are not final until processed or manually settled after support verification.

Cash Payments

Cash payments are collected by the spa only where the app or manager flow permits. Pending direct cash service requests do not reserve resources until manager cash confirmation. If cash was collected but the original inventory is no longer available, the platform records a cash return audit and the spa is expected to return the cash to the client immediately.

Packages

Packages are prepaid value wallets with validity, eligibility, and purchase-time rules. Package-backed booking cancellation may restore package wallet value where permitted. Package purchase refunds, if allowed by support/admin policy, depend on unused balance, prior redemptions, liability, payout, and settlement state. Unsupported service durations are not redeemable by locked packages.

Disputes And Manual Review

Contact support@bookmyspalon.com for payment, refund, duplicate debit, cash return, QR check-in, or service dispute support. We may ask for booking ID, payment reference, spa name, appointment date, and supporting details. Consumer grievances are handled under Grievance Redressal.