Refund & Cancellation Policy

Unless the listing states a different window, the default cancellation policy we apply is:

The reason for the shorter windows is simple: the time was held for you and could not be sold to anyone else.

Free bookings (₹0) can be cancelled at any time at no cost.

The small booking charge and payment processing charge shown at checkout cover costs we incur the moment your payment is taken. Our payment provider does not return its processing fee to us when a payment is refunded, so that cost is real and already spent.

These charges are itemised at checkout as part of your total before you pay. Because our payment provider does not return its fee to us on a refund, they are not returned on a cancellation you initiate, as set out in this Policy.

This does not apply where the fault is ours. If we or the host cancel, or the service is not delivered, you get everything back, including these charges. See Section 3.

We refund the entire amount you paid in each of these cases:

• The host does not attend, cancels, or does not deliver the service that was paid for.
• We cancel the booking for any reason.
• The service was not delivered because of a technical failure on the Platform after your payment succeeded.
• You were charged more than once for the same booking, or a technical error charged an incorrect amount.
• Money was debited but the transaction failed. In most cases your bank reverses this automatically within its own timelines.
• We substituted the person performing the service and you told us before the scheduled time that this was not acceptable to you.
• The service was materially different from its description, or fell materially below reasonable standards. We will investigate and may refund in full or in part depending on what we find.

Where the listing allows it, you may reschedule free of charge up to the cut-off shown at checkout, subject to availability. Rescheduling keeps your original payment — no refund is issued and no new payment is taken.

A reschedule requested after the cut-off is treated as a cancellation under Section 1. A rescheduled booking may be rescheduled once; after that, the cancellation windows apply from the original booking time.

• Change of mind after the applicable cancellation window has closed.
• Non-attendance or late arrival by you, including where you arrive so late that the service cannot reasonably be delivered.
• Services already delivered as described.
• Sessions ended early because of abusive, threatening, discriminatory, or unsafe behaviour.
• Booking and payment processing charges on a cancellation you initiate (Section 2).
• Subscription and plan fees paid by hosts (Host+, Studio, Enterprise), including GST, once the plan is activated. These give immediate access to plan features. If you cancel a subscription, it stops renewing at the end of the paid period; the remainder of that period is not refunded.
• Digital products once delivered or once a download link has been issued.
• Your own costs — travel, data, equipment, time, or any other expense connected with a booking.
• Bank or card conversion charges on international payments.

Nothing in this Section removes your right to a remedy where a service was not delivered or was deficient. That right is protected by law and is dealt with in Section 3.

1. Cancel through the Platform where the option is available, then email [email protected] so we can process any refund due under Section 1.
2. For anything in Section 3, email [email protected] within 7 days of the scheduled time.
3. Include your name, the phone number or email used for the booking, the booking reference (and the Razorpay payment ID if you have it), the date and time of the appointment, and what went wrong.

Refunds are reviewed and issued by our team — they are not automatic. We aim to acknowledge within 48 hours and decide within 7 working days. We may contact the host to verify what happened, and we may ask you for further information. If we do, please reply within 5 working days so we can close the matter.

• Approved refunds go back to your original payment method through Razorpay. We cannot refund to a different account, card, or person.
• We initiate approved refunds within 5–7 working days of approval.
• After we initiate it, the amount usually reaches you in 5–10 working days, depending on your bank or card issuer. Those timelines are outside our control.
• Refunds are made in INR. Currency conversion differences and third-party charges are not our responsibility.
• Where a refund is issued, any credit note and tax adjustment are made against the applicable invoice in accordance with law.
• Where only part of a booking is refunded, the adjustment reflects the refunded portion.

The host is the seller of the service; Book A Sloth is the marketplace that facilitates your booking, payment, and refund. Where we facilitate a refund to you for something the host caused, we recover that amount from the host under our agreement with them. That is a matter between us and the host and it never delays or reduces your refund.

If you have a concern about a payment, please contact us first at [email protected]. We can usually resolve it faster than a bank dispute.

Raising a chargeback without contacting us generally slows resolution down. We reserve the right to contest chargebacks we consider unwarranted and to provide the relevant transaction records — booking confirmation, attendance record, and correspondence — to the payment provider.

We may decline a refund, and may restrict or close an account, where we have reasonable grounds to believe a claim is fraudulent, where cancellations are used repeatedly to hold time without intending to attend, or where the Platform is used to obtain services without paying for them.

We may update this Policy. The version in force at the time of your purchase governs that purchase — a later change never applies retrospectively to a booking you have already made. We publish revised versions with a new “Last updated” date.

Nothing in this Policy limits any right you have under the Consumer Protection Act, 2019 or any other law that cannot be excluded by agreement.

If you are not satisfied with our decision, escalate to our Grievance Officer, Shubham Narendra Datarkar, at [email protected].

Email: [email protected] · Phone: +91 8637758344

Timewheel Internet Private Limited (CIN: U62012OD2026PTC052654 | GSTIN: 21AAMCT8270C1ZF)

Registered office: Ground Floor, Holding No-55, Ward No-19, Natapada, Jajpur Road, Byasanagar, District Jajpur, Odisha – 755019, India

Operations office: #6, 2nd Floor, Eureka Coworking, Mate Square, Nagpur, Maharashtra