Booking Cancellation and Refund Policy

Prakruti Ayurvedic Health Resort Pvt Ltd
Effective Date: October 10, 2025

1. INTRODUCTION
This Refund, Reschedule and Cancellation Policy (“Policy”) governs all bookings, services, and transactions conducted through the website and services of Prakruti Ayurvedic Health Resort Pvt Ltd (“Resort”, “we”, “us”, or “our”). This Policy is designed to comply with the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, Information Technology Act, 2000, Reserve Bank of India (RBI) guidelines, and other applicable laws of India.
By making a booking or purchasing any service from us, you (“Guest”, “Customer”, or “you”) acknowledge that you have read, understood, and agree to be bound by this Policy.

2. SCOPE OF SERVICES
This Policy applies to all services offered by the Resort including but not limited to:
Ayurvedic Treatment Packages (ranging from basic dormitory to royal cube accommodations)
Wellness Retreats (2-day, 3-day, and extended programs)
Accommodation Services (room bookings without treatment packages)
Day Programs (consultation and therapy sessions)
Special Events and Workshops
Online Consultations and Digital Services

3. BOOKING AND PAYMENT TERMS
3.1 Booking Confirmation
All bookings require advance payment as specified at the time of booking
Bookings are confirmed only upon receipt of the required payment
A booking confirmation email/SMS will be sent within 24 hours of successful payment
3.2 Payment Methods
We accept payments through:
Credit/Debit Cards (Visa, Mastercard, RuPay)
Net Banking
UPI (Unified Payments Interface)
Digital Wallets
Bank Transfers
Cash (for on-site bookings only)
3.3 Payment Security
All online payments are processed through RBI-approved payment gateways ensuring PCI DSS compliance and data security standards.

4. CANCELLATION POLICY
4.1 General Cancellation Terms
Ayurvedic Treatment Packages:
45+ days before arrival: Full refund minus 5% processing fee
30-44 days before arrival: 75% refund of total amount paid
15-29 days before arrival: 50% refund of total amount paid
7-14 days before arrival: 25% refund of total amount paid
Less than 7 days before arrival: No refund
No-show: No refund
Wellness Retreats (2-day and 3-day programs):
30+ days before program date: Full refund minus 5% processing fee
15-29 days before program date: 50% refund of total amount paid
7-14 days before program date: 25% refund of total amount paid
Less than 7 days before program date: No refund
No-show: No refund
Accommodation Only Bookings:
15+ days before check-in: Full refund minus 5% processing fee
7-14 days before check-in: 50% refund of total amount paid
Less than 7 days before check-in: No refund
No-show: No refund
Day Programs and Consultations:
48+ hours before appointment: Full refund minus processing fee
24-48 hours before appointment: 50% refund
Less than 24 hours before appointment: No refund
4.2 Special Period Cancellations
Peak Season (December 20 – January 10):
60+ days before arrival: 75% refund
30-59 days before arrival: 50% refund
Less than 30 days before arrival: No refund
Festival and Special Event Periods:
Specific cancellation terms will be communicated at the time of booking
Generally more restrictive than standard policy
4.3 Cancellation Process
Submit cancellation request through:Email: feelbetter@prakruti.health
Phone: 9175242908
Online portal www.prakruti.health
Provide the following information:Booking confirmation number
Guest name as per booking
Reason for cancellation
Contact details
Cancellation confirmation will be sent within 48 hours
Refund processing will commence as per the timelines specified

5. RESCHEDULING POLICY
5.1 Rescheduling Terms
First Rescheduling (Free):
Allowed once without charges if requested 15+ days before original date
Subject to availability of new dates
Price difference, if any, to be paid additionally
Subsequent Rescheduling:
₹1,000 rescheduling fee for treatment packages
₹500 rescheduling fee for retreat programs
₹250 rescheduling fee for day programs
Rescheduling Restrictions:
Cannot reschedule within 7 days of original booking date
New date must be within 12 months of original booking
Peak season bookings cannot be rescheduled to regular season without price adjustment
5.2 Rescheduling Process
Contact us at least 15 days before your original booking date
Provide new preferred dates (minimum 3 options)
Confirm availability and any price differences
Pay applicable rescheduling fees and price differences
Receive new booking confirmation

6. REFUND POLICY
6.1 Refund Processing Timeline
As per RBI guidelines and Consumer Protection (E-Commerce) Rules, 2020:
Digital Payments:
Credit/Debit Cards: 5-10 working days
Net Banking: 3-7 working days
UPI: 1-3 working days
Digital Wallets: 1-3 working days
Bank Transfers: 3-7 working days
6.2 Refund Method
Refunds will be processed only to the original mode of payment
No cash refunds for digital payments
For cash payments, refund will be through bank transfer to the guest’s account
6.3 Refund Deductions
All refunds are subject to:
Bank charges and payment gateway fees (typically 2-5% of transaction amount)
GST adjustments as applicable
Administrative processing fee (₹100-500 based on booking value)
6.4 Mandatory Refund Situations
We will provide full refund irrespective of the above policy in the following cases:
Service not rendered: When booked services cannot be provided due to resort’s inability
Force Majeure events: Natural disasters, government restrictions, pandemics affecting travel
Medical emergencies: Supported by valid medical certificate from registered medical practitioner
Failed transactions: When payment is debited but booking is not confirmed

7. SPECIAL CIRCUMSTANCES
7.1 Medical Emergencies
Full refund available with medical certificate from registered practitioner
Certificate must clearly state the condition prevents travel/participation
Medical emergency of immediate family members also covered
7.2 Force Majeure Events
Including but not limited to:
Natural disasters
Government travel restrictions
Pandemics and health emergencies
Resort facility damage/closure
Transportation strikes affecting access
7.3 Resort-Initiated Cancellations
When we cancel your booking:
Full refund within 7 working days
Assistance in finding alternative accommodation
Additional compensation for proven expenses (up to booking value)

8. PAYMENT GATEWAY COMPLIANCE
8.1 Failed Transaction Refunds
Automatic refund initiation within 24 hours for failed transactions
Manual intervention within 72 hours if automatic refund fails
Maximum 7-10 working days for refund credit as per RBI norms
8.2 Dispute Resolution
Chargeback requests handled as per RBI and card network guidelines
Documentation support provided for legitimate disputes
Compliance with UPI Reference Complaints System (URCS) for UPI disputes
8.3 Data Security
All payment data handled as per PCI DSS standards
Customer payment information not stored on our servers
Secure transmission through encrypted channels

9. TERMS AND CONDITIONS
9.1 Policy Modifications
This policy may be updated to reflect legal changes or operational requirements
30 days advance notice will be provided for material changes
Continued use of services constitutes acceptance of revised policy
9.2 Communication
All policy-related communications will be in English and Hindi
Translations available in Marathi upon request
SMS and email notifications for all policy actions
9.3 Exceptions
Management reserves the right to make exceptions on humanitarian grounds
Each exception will be considered on case-by-case basis
Written approval required from authorized personnel

10. GRIEVANCE REDRESSAL
10.1 Internal Grievance Officer
Name: Sapna Singh
Email: sapna@prakruti.health
Phone: 7888038692
Address: Prakruti Ayurvedic Health Resort Pvt Ltd, A/P Yevateshwar Tal & Dist Satara 415002, Maharashtra, India
Response Timeline: 48 hours for acknowledgment, 7 working days for resolution
10.2 Escalation Matrix
Level 1: Customer Service Team
Level 2: Grievance Officer
Level 3: Management Review
Level 4: External Consumer Forum
10.3 Consumer Rights
As per Consumer Protection Act, 2019, you have the right to:
File complaints with District/State/National Consumer Commissions
Seek compensation for deficiency in services
Access National Consumer Helpline: 1800-11-4000
File complaints through e-Daakhil portal: https://edaakhil.nic.in

11. LEGAL COMPLIANCE
11.1 Applicable Laws
This policy is governed by:
Consumer Protection Act, 2019
Consumer Protection (E-Commerce) Rules, 2020
Information Technology Act, 2000
Indian Contract Act, 1872
RBI Guidelines for Payment Systems
GST Act, 2017
11.2 Jurisdiction
All disputes subject to courts in Satara, Maharashtra
Governing law: Laws of India
Language of proceedings: English/Marathi
11.3 Severability
If any provision of this policy is deemed invalid, the remaining provisions shall continue to be valid and enforceable.

12. CONTACT INFORMATION
Prakruti Ayurvedic Health Resort Pvt Ltd
Booking and General Inquiries:
Email: feelbetter@prakruti.health
Phone: 9175242908
Cancellation and Refund Queries:
Email: feelbetter@prakruti.health
Phone: 9175242908
Grievance Officer:
Email: sapna@prakruti.health
Phone: 7888038692
Website: https://prakruti.health
Physical Address:
Address: Prakruti Ayurvedic Health Resort Pvt Ltd, A/P Yevateshwar Tal & Dist Satara 415002, Maharashtra, India

Last Updated: October 10, 2025
Version: 1.0