REFUND AND CANCELLATION POLICY

1. Introduction

At Saral Pooja ("Company", "we", "us", "our"), we are dedicated to providing a transparent, seamless, and spiritually enriching experience for all our users. We recognize that unexpected schedule modifications or personal exigencies may arise, necessitating the cancellation or rescheduling of a confirmed booking. This Refund and Cancellation Policy clearly outlines the operational conditions under which bookings may be cancelled, refund eligibility thresholds, standard corporate processing timelines, and administrative guidelines governing all monetary returns.

By registering an account, booking a religious service, purchasing spiritual kits, or executing any transactional payment via the Saral Pooja mobile application, website, or associated customer support modules, you explicitly acknowledge and agree to be contractually bound by the regulations contained herein.

2. Cancellation by the User (Time-Frame Matrix)

Users may formally submit a cancellation request through the self-service dashboard within the mobile application or by directly escalating the request via our official customer support channels. The definitive percentage of refund entitlement is contingent upon the exact timeline of the cancellation relative to the scheduled time of the ritual/service:

Cancellation Over 24 Hours Prior

If a cancellation request is logged more than twenty-four (24) hours before the scheduled time of the service, the user is entitled to a Full Refund (100%) of the transacted booking amount. This is subject to the condition that no specialized, custom-procured samagri or non-returnable materials have already been acquired for the ritual.

Cancellation Between 12 to 24 Hours Prior

If a cancellation occurs within twelve (12) to twenty-four (24) hours preceding the scheduled service, a 50% Partial Refund will be granted. The remaining fifty percent (50%) will be permanently retained by the Company to fulfill administrative overheads and compensate the assigned Pandit for their blocked professional calendar slot.

Cancellation Under 12 Hours Prior (Last-Minute Cancellation)

If a cancellation request is executed with less than twelve (12) hours remaining until the scheduled appointment, it shall be classified as a Last-Minute Cancellation. In this scenario, the user shall receive a 0% Refund (No Refund). This absolute retention is vital because, by this threshold, specific materials are actively procured, travel arrangements are locked, and the service provider forfeits alternative daily livelihood opportunities.

3. Cancellation by Saral Pooja

While the Company maximizes logistical efforts to prevent service disruptions, instances involving force majeure or sudden operational deficits (e.g., sudden emergency unavailability of the assigned Pandit, severe weather anomalies, institutional lockdowns, transport strikes, public safety emergencies, or localized network infrastructure failures) may occasionally necessitate a cancellation or scheduling shift on our part. In all such instances, the affected user will immediately be provided with the following remedies:

• A seamless priority option to Reschedule the religious service to a mutually acceptable future date and time.
• The immediate reassignment of the transaction to another qualified, verified, and equally proficient backup Pandit.
• A formal corporate cancellation resulting in a guaranteed 100% Full Refund routed immediately back to the customer's source account.

4. Absolute Zero-Refund Scenarios

No refund, either full or partial, shall be entertained or issued under the following explicitly defined conditional scenarios:

User Non-Availability

If the assigned Pandit arrives at the user-specified venue or initiates the digital interface at the agreed time, but the user is unreachable, physically absent, or fails to provide access to the location after a maximum grace period of fifteen (15) minutes.

Inaccurate Booking Parameters

If the service cannot be successfully administered due to erroneous parameters supplied by the customer, including but not limited to invalid addresses, wrong contact numbers, or inaccurate regional geographic inputs.

Post-Service Completion

Any service that has been executed substantially or fully completed cannot under any circumstance qualify for financial reversal.

Subjective Spiritual Dissatisfaction

Spiritual consultations and traditional Hindu rituals carry inherent regional variations based on customized lineages, ancestral practices, gotras, and subjective interpretations. If a service is performed substantially in alignment with standard ritual tenets, no refunds will be granted on claims rooted purely in subjective dissatisfaction, differences in specific chanting styles, or individual expectations of supernatural or materialistic outcomes.

5. Technical Anomalies & Duplicate Payments

Failed Transactions

In instances where funds are successfully debited from a user's bank account but the communication channel between the banking gateway and our platform fails, resulting in a non-confirmed booking status, the funds are typically reversed automatically by the customer's financial intermediary. Should the funds route into our system, the Company will verify the transaction log and execute an immediate manual initiation of return.

Duplicate Transactions

If an electronic or network latency glitch triggers a secondary charge for an identical booking ID, the transaction logs will be thoroughly cross-verified by our finance department. Upon confirmation of the double debit, the secondary payment will be refunded in its entirety (100%).

6. Samagri Deliverables & Religious Merchandise

For physical merchandise, including pre-packaged puja kits, prasad packs, religious items, and sacred accessories ordered via the platform, return or replacement requests are strictly validated. Refunds or product replacements will only be approved if the product is verified to be severely damaged during transit, structurally defective, expired, or completely mismatched from the ordered product inventory.

All such discrepancies must be formally flagged to our support desk with clear photographic or video opening evidence within twenty-four (24) hours of tracking delivery. Products that have been unsealed, partially utilized, or intentionally altered will be completely ineligible for refunds.

7. Facilitated Institutional Donations (Daan)

Saral Pooja provides digital facilitation modules allowing users to voluntarily transfer charitable contributions or ritualistic offerings (Daan) to partner temples, spiritual trusts, or certified non-profit institutions. Once a donation transaction is successfully processed and digitally assigned to the respective beneficiary institution, it transitions into a permanent status and becomes completely non-refundable under all circumstances.

8. Definitive Processing Timelines & Payment Modes

Internal Approval & Initiation

Upon the formal filing of a verified, valid refund claim, our operational team audits the timeline constraints within a period of twenty-four (24) to forty-eight (48) hours. Once validated, the return order is instantly initiated through our banking gateway providers.

Banking Settlement Pipeline

The actual physical arrival of credit back into the customer's payment medium (Credit Card, Debit Card, NetBanking, or UPI wallet) typically mandates a window of five (5) to seven (7) working days. This timeline is governed completely by institutional clearance cycles of clearing houses and third-party merchant platforms. Saral Pooja holds no liability for downstream delays post successful initiation from its end.

Routing Mode

All financial credit reversals will strictly match the precise digital source channel through which the initial payment was completed.

9. Anti-Fraud Safeguards & Chargeback Audits

The Company reserves the absolute legal right to isolate, freeze, or completely reject refund claims that exhibit signs of systematic platform abuse, payment fraud, identity spoofing, or malicious chargeback exploitation. Any user found deliberately attempting to exploit transaction pipelines via fabricated proof or malicious patterns will face permanent profile termination and may be escalated to relevant cybercrime authorities under the jurisdiction of the Republic of India.

10. Contact and Grievance Escalation

For any queries, administrative claims, tracking status updates, or specific inputs regarding an active cancellation order, please reach out to our dedicated support infrastructure using the official coordinates detailed below:

Corporate Brand: Saral Pooja
Customer Support: +91 70420 64094
Official Email: saralpooja.info@gmail.com
Registered Office: Dabri, Dwarka, New Delhi - 110045, India