Cancellation & Refund Policy
1. Introduction & Guiding Principles
At Sanatana Vihara, we understand that booking a Puja is a commitment to a spiritual journey (Sankalp). We recognize the dedicated time, preparation, and auspicious timing (Muhurat) involved for our Pandits, whether the service is delivered in person or online.
This policy is designed with the following principles in mind:
- Respect for the Sankalp: A booking is a spiritual intention.
- Fairness to Both Parties: Valuing the Pandit's time and the Yajman's commitment.
- Clarity and Trust: Clear rules for both service modes (At-Home & Online).
- Preservation of Muhurat: Timing is critical.
2. General Cancellation & Refund Rules
All cancellation requests must be initiated through the app. The specific refund amount is based on the time remaining until the scheduled Puja start time and the service type.
A. For At-Home Puja Bookings (Pandit traveling to Yajman's home)
This category includes additional factors like travel time and cost.
| Time of Cancellation (Before Puja Start) | Refund to Yajman | Platform Fee | Payout to Pandit | Reason / Justification |
|---|---|---|---|---|
| More than 7 days | 90% Refund | 10% Retained | 0% | Covers administrative costs. |
| 48 hours to 7 days | 50% Refund | 10% Retained | 40% | Compensates Pandit for blocking date, preparation, and turning down other work. |
| Less than 48 hours | No Refund | 10% Retained | 90% | Pandit has committed, prepared, and may have already incurred travel costs. The Muhurat is confirmed. |
| Pandit Arrives, Yajman Cancels (No-Show) | No Refund | 10% Retained | 90% + Travel Fee* | Considered a severe breach of trust. The Pandit is fully compensated for their time and travel. |
*Travel Fee: A pre-defined, non-refundable travel fee (set by the Pandit or platform) will be charged to the Yajman in case of cancellation after the Pandit has commenced travel.
B. For Online Puja Bookings (Video Call)
This category is more flexible as there is no physical travel involved.
| Time of Cancellation (Before Puja Start) | Refund to Yajman | Platform Fee | Payout to Pandit | Reason / Justification |
|---|---|---|---|---|
| More than 72 hours | 90% Refund | 10% Retained | 0% | Allows the Pandit to re-book the slot easily. |
| 24 hours to 72 hours | 70% Refund | 10% Retained | 20% | Compensates the Pandit for reserving the time. |
| Less than 24 hours | 50% Refund | 10% Retained | 40% | Short notice makes it difficult to fill the slot. |
| After Puja has started | No Refund | 10% Retained | 90% | The service is being rendered. |
3. Special Scenarios & Exceptions (Apply to Both Service Types)
A. Cancellation by the Pandit
This is a serious matter as it disrupts the Yajman's spiritual plans.
- If a Pandit cancels for any reason: The Yajman will receive a 100% refund.
- Platform Action: The platform will actively help the Yajman find a replacement Pandit. Repeated cancellations by a Pandit will lead to penalties or removal.
- Force Majeure: In case of a genuine, verified emergency (e.g., sudden severe illness, natural disaster, critical technical outage for online Pujas), the 100% refund to the Yajman still applies. The platform will review the case individually for the Pandit.
B. Technical Failure in Online Puja
- If the video call fails due to a verified platform outage, a 100% refund will be issued, or the Puja will be rescheduled at no cost.
- If the failure is on the Yajman's side (their internet/device) and the Pandit is ready, it will be treated as a Yajman no-show (No Refund).
- If the failure is on the Pandit's side and cannot be resolved, it will be treated as a Pandit no-show (100% Refund to Yajman).
C. Rescheduling (A Preferred Alternative)
- Rescheduling is free if requested more than 48 hours in advance(for At-Home) or more than 24 hours in advance (for Online), subject to the Pandit's availability.
- Rescheduling within these windows is at the sole discretion of the Pandit.
D. Dispute Resolution
If the delivered service is significantly different from what was promised, the Yajman can raise a dispute within 24 hours via the app. Our support team will mediate. Based on evidence (chat, photos, recording snippets), a partial or full refund may be issued.
By using our platform and booking services, you acknowledge that you have read, understood, and agreed to this Cancellation & Refund Policy.