Cancellation & refunds

1. Customer cancellation

Refund eligibility is calculated from the scheduled booking start time shown in the BondingKeyz app.

• More than 24 hours before the start: 100% of the eligible booking payment is refunded.
• Between 6 and 24 hours before the start: 50% of the eligible booking payment is refunded.
• Less than 6 hours before the start: the booking is normally non-refundable.

The app displays the applicable outcome before the cancellation is confirmed. Platform or processing fees may be excluded from an eligible refund where permitted and clearly disclosed in the booking summary.

2. Partner cancellation

If a partner cancels an accepted or confirmed booking, the customer is eligible for a 100% refund of the amount paid for that booking. BondingKeyz may also help the customer find another available partner, but a replacement is not guaranteed.

3. Refund method and timing

Where supported, refunds are returned to the original payment method used through Razorpay. If the app explicitly identifies a BondingKeyz wallet credit, the eligible amount may appear as wallet credit instead. The applicable method will be shown in the cancellation or support outcome.

BondingKeyz normally initiates approved refunds within 5–7 business days. Banks and payment providers may take additional time to display the credit. Payment-provider processing times are outside BondingKeyz’s direct control.

4. Failed, pending or duplicate payments

A bank debit does not by itself confirm a booking. If a payment remains pending or fails, the bank may automatically reverse it. For a duplicate debit, contact support with the booking reference, amount, date and Razorpay payment reference. Once verified, the duplicate transaction will be reversed or refunded.

5. Service and safety exceptions

BondingKeyz may approve a full or partial refund outside the standard window after reviewing evidence of a material service failure, safety incident, duplicate payment or technical error. Decisions are based on the booking record, chat history, incident report and any supporting evidence.

No refund is due for a completed service merely because preferences changed afterward, or where a customer did not attend the agreed meeting without cancelling in time.

6. How to request support