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 Reschedule Window

Reschedule availability is determined by the spa reschedule window shown in the app for the booking. The platform uses the spa default reschedule window for single bookings, spa package bookings, and global package bookings. The app displays the server-authored reschedule action and blocked reason.

Client Cancellations

• Client-initiated booking cancellations do not receive refunds or package service-credit restoration.
• The self-service alternative is one eligible reschedule within the spa window shown in the app.
• Local device time or screenshots do not override the server-authored booking action.

Reschedule

Eligible clients may reschedule once before the configured spa reschedule 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 and does not create a cancellation refund.

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 only for eligible non-cancellation flows such as approved package, therapist priority, client tip, duplicate payment, or support/admin recovery cases. Refund timing depends on payment rail, bank, wallet, UPI provider, card network, Razorpay, and compliance checks.

Client tip refunds are full-refund-only support/admin actions. While a tip refund is pending, eligible unpaid tip earning lines may be held out of payout eligibility. If the provider refund fails, held earning lines may be restored; if the refund succeeds, unpaid lines remain voided. Paid, locked, or earning-run-linked tip lines require manual review.

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 service credits with validity, eligibility, and purchase-time rules. Rescheduling a package-backed booking transfers the package usage to the new booking. Package purchase refunds, if allowed by support/admin policy, depend on the purchased package revision, explicit purchase-time price and service-credit snapshots, unused service-credit liability, prior redemptions, payout, settlement state, and applicable law. Refund calculations are not inferred from live catalog prices, mutable package templates, payment amount alone, or remaining balance alone. 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.