*Draft for review by an Indian advocate and a chartered accountant before publication. This draft is not legal advice. Text in [SQUARE BRACKETS] must be completed.*
Version 1.0 · Effective [DATE]
This policy is part of the Pujanlok Terms and Conditions. It explains what happens if you change your mind, if a puja is moved, or if something goes wrong. We wrote it for a service you usually cannot attend in person, so the rules follow from one principle. If you did not receive what you paid for, you get it done again or you get your money back.
| Situation | Remedy | How to claim |
|---|---|---|
| You cancel at least [24 hours] before the scheduled puja | Full refund | Cancel from My Bookings or write to [EMAIL] |
| You cancel less than [24 hours] before the puja | No refund as a rule; special circumstances considered (section 3.2) | Write to [EMAIL] with the reason |
| Bereavement, birth in the family, illness or menstruation close to the puja date | Free reschedule first; refund at our discretion if a new date is not possible | Write to [EMAIL] before the puja if you can |
| We move the puja and the new date does not suit you | Full refund | Reply to our reschedule message |
| The puja is not performed at all | New date or full refund, your choice | Automatic; we contact you |
| Your name or gotra is mispronounced or left out | Re-performance of the sankalp or puja, or a refund | Within 7 days of receiving the video |
| The ritual is materially different from the listing | Re-performance or a refund | Within 7 days of receiving the video |
| You were charged twice for the same booking | Refund of the duplicate payment | Any time; we also detect this ourselves |
| Video and photos not received within [10] working days | Refund option, or continue waiting | Write to [EMAIL] after day [10] |
| You supplied wrong sankalp details | No refund; free fresh sankalp where feasible | Write to [EMAIL] |
| You miss a live-streamed puja | No refund; the recording is still sent | Tell us in advance for one free reschedule |
| Prasad box arrives damaged | Replacement | Photos within 48 hours of delivery |
| You stop a recurring offering (if offered) | Future cycles stop; past cycles not refunded | Cancel from My Bookings |
2.1 You can cancel any booking up to [24 hours] before the scheduled puja time for a full refund. No questions are asked.
2.2 For a puja with a date window rather than a fixed date, the cutoff is [24 hours] before the start of the window.
2.3 Cancel from My Bookings in your account or by writing to [EMAIL] with your booking number. We confirm the cancellation in writing.
3.1 Within [24 hours] of the puja, preparations have started. Samagri has been bought, the partner's time is committed and your sankalp has been scheduled. As a rule, we cannot refund a cancellation made this late.
3.2 We make exceptions for circumstances that, in many traditions, make it inappropriate to go ahead: a death in the family (sutak), a birth in the family, serious illness, or menstruation where the devotee observes that custom. Tell us as early as you can. We will first offer to move the puja to a later date at no cost. If a later date is not possible or appropriate, we may refund all or part of the amount. We decide these cases with compassion, and we do not ask for documents about a bereavement.
4.1 Rescheduling. If we need to move your puja because of a panchang correction, temple closure, a partner's illness or events outside our control, we tell you as soon as we know and offer a new date. If the new date does not suit you, reply to our message and we refund you in full.
4.2 Not performed. If a confirmed puja is not performed, you choose between a new date and a full refund. We contact you. You do not need to chase us.
5.1 You can raise a claim within 7 days of receiving the video if:
5.2 Send your booking number and the time in the video where the problem appears. We review the video and the partner's record, and reply within [3] working days.
5.3 If we confirm the error, you choose between re-performance of the sankalp or puja at no cost and a refund. For a partial error, the refund may be partial and proportionate to what was missed.
5.4 If you do not raise a claim within 7 days of receiving the video, we treat the booking as complete. This does not affect your statutory rights.
6.1 We deliver the video and photos of your puja within [3 to 5] working days of the puja, through your account and on WhatsApp or email.
6.2 If you have not received them within [10] working days, write to us. You may then choose a refund, or continue waiting while we recover the recording.
6.3 Where the listing promises a live stream, the recording is sent on the same timeline.
7.1 You can correct sankalp details until [24 hours] before the puja.
7.2 If a puja is performed with details you entered wrongly, that is not a service failure and it is not refundable. Where it is feasible, we arrange a fresh sankalp with the corrected details at no charge.
8.1 Some pujas let you join live by video. The link and joining time are in your confirmation.
8.2 We keep a grace period of [10] minutes after the start time. Pujas follow a muhurat and cannot wait beyond that.
8.3 If you miss a live puja, it still goes ahead in your name and we send the recording. There is no refund for a missed live session.
8.4 If you tell us at least [24 hours] in advance that you cannot join, we move you to another session once, free of charge.
9.1 Prasad is perishable and sacred, so it cannot be returned.
9.2 If your box arrives damaged, crushed or leaking, send photos of the box and contents to [EMAIL] within 48 hours of delivery. We send a replacement. If a replacement is not possible, we refund the prasad portion of the price.
9.3 If a box is lost in transit, we send a replacement or refund the prasad portion.
9.4 If a box is returned to us because the address was wrong or no one was available to receive it after [2] attempts, we are not able to resend it free of charge.
9.5 For deliveries outside India, customs duties, taxes and any import restrictions on food items are the recipient's responsibility. Some countries do not permit prasad imports. Check your local rules before ordering.
10.1 Recurring bookings, such as a monthly offering on a fixed tithi, can be cancelled at any time from My Bookings.
10.2 Cancellation stops all future cycles. Cycles already performed are not refunded. A cycle scheduled within [24 hours] of your cancellation may still go ahead.
11.1 We refund to the original payment method. We initiate the refund within [2] working days of approving it. Banks and card networks usually credit it within 7 to 10 working days.
11.2 We refund the full amount you paid for the refunded service, including platform fees. We do not deduct gateway charges from refunds we owe because of our error or a cancellation made before the cutoff.
11.3 For international cards, the amount credited may differ slightly because of exchange rates set by your bank.
11.4 If a refund has not reached you after 10 working days, write to us with the refund reference we sent. We will trace it with the payment gateway.
12.1 If you disagree with a decision under this policy, write to our Grievance Officer at [EMAIL]. Section 20 of the Terms and Conditions sets out the process and timelines.
12.2 You can also contact the National Consumer Helpline on 1915. This policy does not limit your rights under the Consumer Protection Act 2019.
