REFUND, RESCHEDULE AND CANCELLATION 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

  1. Submit cancellation request through:
    • Email: feelbetter@prakruti.health
    • Phone: 9175242908
    • Online portal www.prakruti.health
  2. Provide the following information:
    • Booking confirmation number
    • Guest name as per booking
    • Reason for cancellation
    • Contact details
  3. Cancellation confirmation will be sent within 48 hours
  4. 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

  1. Contact us at least 15 days before your original booking date
  2. Provide new preferred dates (minimum 3 options)
  3. Confirm availability and any price differences
  4. Pay applicable rescheduling fees and price differences
  5. 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

  1. Level 1: Customer Service Team
  2. Level 2: Grievance Officer
  3. Level 3: Management Review
  4. 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