Prepaid Refund Policy
DRAFT — this document has not been reviewed by a licensed Indian lawyer and must not be treated as final, legally binding policy until that review happens. It is a structurally complete starting point reflecting how Snehito's billing actually works today, written to be replaced or corrected by counsel before launch. All Companion Services on Snehito are prepaid — a booking is confirmed only once payment succeeds. This policy explains when and how a refund can be requested.
1. When you can request a refund
You may request a refund if a Companion Service you paid for was not delivered — for example, no Companion could be matched within the dispatch window, a confirmed visit did not take place, or the service delivered was materially different from what was booked. This policy is written to comply with the Consumer Protection Act, 2019 and applicable Consumer Protection (E-Commerce) Rules, 2020, which prohibit unfair trade practices such as accepting payment for a service with no intention or ability to deliver it — exact refund thresholds and timelines below are a reasonable starting point, not yet confirmed by counsel.
2. Refund lifecycle
Requested → Under review → Approved or Rejected (a reason is always given if rejected) → Initiated → Completed. You can contact our support team at any point in this lifecycle to check the status of a request; every request is tracked with a reference number.
3. How to request a refund
Contact us by phone, WhatsApp, or our Contact form with your booking reference (the Snehito ID shown in your booking confirmation and receipt). Our team will open a refund review and respond with next steps.
4. Subscription refunds and cancelling auto-renewal
Care & Health Package subscription payments are handled separately from one-time Companion Service payments. You can cancel a subscription's auto-renewal at any time before its next billing date to prevent the next charge; this does not retroactively refund the current billing period unless the subscription's benefits were not made available to you, in which case contact us for a subscription-specific refund review.
5. Timeline
Once a refund is approved, it is initiated to your original payment method through our payment gateway partner. Actual credit timing to your bank or UPI account depends on your bank or payment provider and is outside Snehito's direct control, though we will share the payment gateway's reference for you to track it.
6. Non-refundable situations
A Companion Service that was delivered as booked is not eligible for a refund solely due to a change of mind. A Snehito Direct Service (such as a tour or event) may carry its own specific cancellation window, shown at the time of booking, which takes precedence over this general policy for that purchase.
7. Your rights as a consumer
Nothing in this policy limits your right, as a consumer, to escalate an unresolved refund dispute to the appropriate District, State, or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or to raise it with our Grievance Officer (see our Terms of Service) if you believe this policy has not been followed correctly.
8. Contact us
For refund requests or questions about this policy, please use our Contact page.