Cancellation & Refund Policy

    Understanding our cancellation and refund procedures for all service types

    Cancellation & Refund Policy

    Last Updated: [LAST UPDATED]

    1. Introduction

    At Familiarise ("[COMPANY NAME]"), we understand that circumstances change and plans may need to be adjusted. This Cancellation & Refund Policy outlines the terms and conditions for cancellations and refunds for all services offered on our platform.

    By booking any service on our platform, you agree to this policy. Please read it carefully before making a booking or purchase.

    2. General Cancellation Policy

    Our cancellation and refund policies vary depending on the type of service you have booked. We strive to be fair to both students and consultants while maintaining the integrity of scheduled services.

    Important: All cancellation requests must be submitted through the platform. Cancellations made outside the platform or via direct communication with the consultant will not be eligible for refunds.

    3. Service-Specific Cancellation Policies

    3.1 One-on-One Consultations

    Cancellation by Student:

    • More than 24 hours before: Full refund (100% of booking amount)
    • 12-24 hours before: Partial refund (50% of booking amount)
    • Less than 12 hours before: No refund
    • No-show: No refund

    Cancellation by Consultant:

    • Full refund (100%) regardless of timing
    • Platform may offer a bonus credit as compensation for inconvenience

    Rescheduling:

    • Students can request one free reschedule if done more than 24 hours in advance
    • Consultants must accommodate reasonable reschedule requests

    3.2 Live Interactive Classes

    Before First Session Starts:

    • More than 7 days before start date: Full refund (100%)
    • 3-7 days before start date: Partial refund (75%)
    • Less than 3 days before start date: Partial refund (50%)

    After Course Has Started:

    • Within first week (after attending max 1 session): Pro-rated refund for remaining sessions minus 20% administration fee
    • After first week: No refund available
    • Missed sessions due to student absence are not refundable

    Course Cancellation by Consultant:

    • Full refund (100%) if course is canceled before it starts
    • Pro-rated refund for remaining sessions if canceled mid-course

    3.3 Webinars & Workshops

    Cancellation by Student:

    • More than 48 hours before event: Full refund (100%)
    • 24-48 hours before event: Partial refund (50%)
    • Less than 24 hours before event: No refund
    • No-show: No refund

    Event Cancellation by Organizer:

    • Full refund (100%) regardless of timing
    • Platform may offer priority booking for future events

    3.4 Subscription Plans

    Cancellation by Student:

    • Subscriptions can be canceled at any time
    • No refund for the current billing period
    • Access continues until the end of the paid period
    • Pro-rated refunds available only in case of consultant cancellation or service failure

    Mid-Subscription Issues:

    • If consultant discontinues service mid-subscription, pro-rated refund for unused portion
    • If platform experiences prolonged downtime, pro-rated refund or credit may be issued

    4. Refund Eligibility and Conditions

    4.1 Eligible for Refund

    • Cancellations made within the allowed timeframe as per service type
    • Consultant cancels or fails to attend the scheduled session
    • Technical issues on our platform prevent service delivery (verified by our team)
    • Service quality does not match the description (subject to review)
    • Duplicate or erroneous charges

    4.2 Not Eligible for Refund

    • Late cancellations outside the allowed timeframe
    • No-shows or missed sessions by students
    • Technical issues on the student's side (internet, device, etc.)
    • Change of mind after attending sessions
    • Dissatisfaction with service after consuming majority of purchased sessions
    • Platform commission fees (non-refundable)
    • Payment gateway charges (non-refundable)

    5. Refund Process

    5.1 How to Request a Refund

    1. Log in to your Familiarise account
    2. Navigate to "My Bookings" or "My Subscriptions"
    3. Select the booking you wish to cancel
    4. Click "Request Cancellation" or "Request Refund"
    5. Provide a reason for cancellation (optional but helpful)
    6. Submit your request

    Alternatively, you can contact our support team at [EMAIL] with:

    • Your booking ID or subscription ID
    • Reason for cancellation/refund request
    • Any supporting documentation (if applicable)

    5.2 Refund Processing Time

    • Review Period: Refund requests are reviewed within 2-3 business days
    • Approval Notification: You will receive an email confirmation once approved
    • Refund Initiation: Refunds are initiated within 24-48 hours of approval
    • Bank Processing Time: 5-7 business days for the amount to reflect in your account
    • Payment Gateway Delays: Razorpay may take additional time based on your bank's processing schedule

    Note: The total time from refund request to receiving funds in your account may take 7-14 business days depending on your bank and payment method.

    5.3 Refund Method

    • Refunds are processed to the original payment method used for the transaction
    • If the original payment method is unavailable, refunds may be issued as platform credits
    • UPI payments are refunded to the UPI ID used for payment
    • Card payments are refunded to the original card
    • Net banking and wallet payments are refunded to the source account/wallet

    6. Platform Commission and Fees

    • The platform service fee is non-refundable in all cases
    • Payment gateway charges (Razorpay fees) are non-refundable
    • Only the consultant's service fee portion is eligible for refunds
    • The displayed refund amount will be the amount you receive after deducting non-refundable fees

    Example: If you paid ₹1,000 for a consultation (₹850 consultant fee + ₹150 platform/gateway fees), a full refund would return ₹850, not ₹1,000.

    7. Partial Refunds

    Partial refunds may be issued in the following circumstances:

    • Pro-rated refunds for multi-session courses canceled mid-way
    • Late cancellations within specific timeframes (as outlined above)
    • Subscription cancellations with remaining unused sessions
    • Service quality issues affecting only part of the booked service

    Partial refund amounts are calculated based on:

    • Number of sessions attended vs. total sessions purchased
    • Cancellation timing relative to the service date
    • Administration fees for processing (where applicable)

    8. Technical Issues and Service Failures

    8.1 Platform Technical Issues

    If our platform experiences technical difficulties that prevent service delivery:

    • Full refund or free rescheduling option
    • Compensation credit for significant inconvenience
    • Issue must be reported immediately and verified by our technical team

    8.2 User-Side Technical Issues

    If technical issues occur on the user's side (poor internet, device problems, etc.):

    • No refund is applicable
    • Consultant may offer a partial make-up session (at their discretion)
    • Users are responsible for ensuring their setup is compatible before sessions

    9. Emergency and Exceptional Circumstances

    We understand that emergencies happen. In cases of genuine emergency situations:

    • Medical emergencies (documentation may be required)
    • Family emergencies
    • Natural disasters or force majeure events
    • Government-mandated restrictions affecting service delivery

    Please contact our support team immediately with relevant documentation. We will review such cases individually and may make exceptions to the standard policy at our discretion.

    10. Disputed Charges

    If you believe you have been incorrectly charged or notice unauthorized charges:

    1. Contact our support team immediately at [EMAIL]
    2. Provide details of the disputed charge with transaction ID
    3. Do not initiate a chargeback before contacting us
    4. We will investigate and resolve within 7 business days

    Important: Initiating a chargeback without contacting us first may result in immediate suspension of your account until the matter is resolved.

    11. Consultant-Initiated Refunds

    Consultants have the discretion to issue refunds or offer alternative compensation in the following situations:

    • If they are unable to fulfill the service as described
    • If they need to cancel or reschedule multiple times
    • If the student is not satisfied with the session quality

    Consultant-initiated refunds follow the same processing timeline and methods as standard refunds.

    12. Refund Tracking

    You can track the status of your refund request by:

    • Checking the "My Bookings" section in your account dashboard
    • Viewing refund status updates via email notifications
    • Contacting support for detailed status information

    Refund statuses include:

    • Pending Review: Your request is being evaluated
    • Approved: Refund has been approved and will be processed
    • Processing: Refund is being processed by payment gateway
    • Completed: Refund has been sent to your account
    • Rejected: Request does not meet refund criteria (reason provided)

    13. Appeals and Disputes

    If your refund request is denied and you believe the decision was incorrect:

    1. You may appeal the decision within 7 days of the denial notification
    2. Provide additional information or documentation supporting your case
    3. Our review team will re-evaluate and respond within 5 business days
    4. The decision after appeal is final

    14. Changes to This Policy

    We may update this Cancellation & Refund Policy from time to time. Any changes will be:

    • Posted on this page with an updated "Last Updated" date
    • Communicated via email to all active users
    • Applied to bookings made after the effective date of the change

    Existing bookings will be governed by the policy in effect at the time of booking.

    15. Contact Us

    If you have questions about our Cancellation & Refund Policy or need assistance with a cancellation or refund request, please contact us:

    Company Name: [COMPANY NAME]

    Address: [ADDRESS]

    Email: [EMAIL]

    Support: Contact Form

    Response Time: We aim to respond to all inquiries within 24-48 hours

    Fair Treatment for All

    Our cancellation and refund policies are designed to be fair to both students and consultants. We encourage clear communication between all parties and are here to help facilitate positive outcomes. If you have any concerns about a booking or service, please reach out to us before requesting a refund so we can explore all available options.