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Document key: cancellation-refund-v1 · Current version: 1.0.0 · Effective 2026-05-28

Cancellation & Refund Policy

Document key: cancellation_refund_v1 Version: 1.0.0 Effective date: 2026-05-28

DRAFT — pending legal review.

This policy explains how cancellations and refunds work on the Prayana platform. It is part of the Booking Terms.

1. Cancellation tiers

Each Service displays one of four tiers on the listing and at checkout. The tier shown at the time of booking is what governs your booking, even if the Partner changes the tier later.

1.1 Flexible

Full refund up to 24 hours before the Service start time. After that, no refund.

1.2 Moderate

  • 100% refund if cancelled 7+ days before start;
  • 50% refund if cancelled 3–7 days before start;
  • No refund within 3 days.

1.3 Strict

  • 50% refund if cancelled 15+ days before start;
  • No refund within 15 days.

1.4 Non-refundable

No refund except as required by law or this policy (e.g. Partner-initiated cancellation, Force Majeure).

The exact "0/50/100" percentages above are defaults. A Partner may publish a custom schedule on a listing-by-listing basis (e.g. graduated by 7 / 14 / 21 days). The schedule displayed on the listing at the time of booking is binding.

2. How to cancel

Go to My Bookings → select the booking → "Cancel booking". Telephone-only or in-person cancellations are not accepted; the booking record needs the in-app event to issue a refund.

3. Refund calculation

The refund is computed on the amount you paid including platform fee and GST. Non-refundable third-party fees (visa, eSIM activation already consumed, specific airline tickets) are itemised and excluded.

4. Partner-initiated cancellation

If the Partner cancels (operational closure, weather call, insufficient participants for a fixed-departure trip, KYC reject), you receive a 100% refund including platform fee, regardless of tier.

5. Platform-initiated cancellation

If Prayana cancels (Partner ToS breach, fraud detection, regulatory order, payment-capture failure outside Partner's control), you receive a 100% refund.

6. No-show

Failure to arrive at the Service start without prior cancellation is a no-show. No refund will be due except where the listing's cancellation tier expressly provides otherwise.

7. Weather and Force Majeure

7.1 Where the Service is cancelled because of weather (heavy rain on a trekking trip, IMD red alert, snowstorm) or other Force Majeure (see Section 9 of the Booking Terms), the Partner may offer:

  • reschedule to an alternative date within 12 months at no extra cost; or
  • a credit note valid 12 months; or
  • a refund net of any non-recoverable third-party cost.

7.2 You may choose between these options. Where the Partner cannot offer any of the above, a 100% refund is made.

8. Adventure-activity safety call

A Partner may cancel an adventure or water activity at short notice on safety grounds (river flow, wind, equipment failure). This is treated as Partner-initiated cancellation under Section 4.

9. Refund timelines

| Step | Timeline | |---|---| | Prayana initiates refund | Within 7 working days of cancellation request | | Refund credited to your card / UPI / bank | A further 5–10 working days | | Refund credited to wallet (chosen by you) | Same day |

We will notify you by email and in-app when each step completes.

10. Self-drive transport — security deposit and damage adjustment

For self-drive bookings, the security deposit is refunded after the vehicle return inspection (typically within 7 working days). Damages, traffic violations, and toll charges discovered after return are itemised and adjusted against the deposit before refund, with photographic evidence.

See the Self-Drive Rental Agreement Section 8.

11. Holiday packages

Multi-day packages follow the tier shown on the listing. However:

  • Visa fees, third-party airline tickets, and non-refundable hotel deposits are excluded from refund and itemised separately;
  • Where any individual traveller on a group package cancels, the per-traveller cancellation is processed; group base costs (vehicle, guide) may be re-allocated to remaining travellers if numbers dip below the package minimum;
  • For overseas packages, TCS collected under section 206C(1G) is refunded by way of reduction in the Form 26AS credit; the Income-tax Department's reconciliation may take 30+ days.

12. Disputes

If you disagree with the refund amount, raise a dispute via Support within 30 days. See Section 11 of the Platform Terms of Use for the grievance escalation path.

Last updated: 2026-05-28. DRAFT for internal legal review.