This policy explains what happens when a customer or a Vendor cancels a booking made on Shubho Milan. The exact refund for your booking is always shown on the booking screen before you confirm a cancellation.
1. Cancellation policy on each booking
Every Vendor chooses one of three standard policies for each category. The policy is shown on the Vendor's page and is saved with your booking when it is confirmed, so it cannot change afterwards.
| Days before the event | Flexible | Moderate | Strict |
|---|---|---|---|
| More than 90 days | 100% refund | 90% refund | 75% refund |
| 60 to 90 days | 90% refund | 75% refund | 50% refund |
| 30 to 59 days | 75% refund | 50% refund | 25% refund |
| Less than 30 days | 50% refund | 25% refund | No refund |
Percentages apply to the amount paid so far. They are example tiers and may differ by category; the tiers on your booking are the ones that apply.
2. Platform fee and taxes
- Where a service fee was charged, it is refunded in the same proportion as the Vendor's price, except for cancellations made less than 30 days before the event.
- GST is refunded in proportion to the amount refunded, and a credit note is issued.
- Payment gateway charges are not passed on to you at launch.
3. If the Vendor cancels
If a Vendor cancels a confirmed booking, you receive a full refund of everything paid through the Platform, including any platform fee. We will also help you find a replacement Vendor. Repeated Vendor cancellations lead to penalties and removal from the Platform.
4. If the Vendor does not turn up or the service is very different
Report it within 48 hours of the event from your booking or to support@vivaahsetu.in. Because part of the Vendor's payment is held until after the event, we can pause the payout while we look into the complaint and refund you fully or partly based on the outcome.
5. Changing a booking
Date, guest-count or scope changes are made as a revised quotation that both you and the Vendor accept. A date change may be treated as a cancellation if the Vendor is not available on the new date.
6. How and when refunds are paid
- Refunds go back to the original payment method.
- We start the refund within 2 working days of the cancellation; banks usually credit it within 5 to 7 working days.
- Track the refund status on your booking.
7. Payments made outside the Platform
Money paid directly to a Vendor (cash, bank transfer, UPI to the Vendor) is not covered by this policy.
8. Need help?
Email support@vivaahsetu.in or call +91 99999 99999. Unresolved complaints can be raised with our Grievance Officer (see Grievance Redressal).