Operational policy, not a waiver of rights. Mandatory law and the specific terms displayed for a transaction prevail where they provide additional rights or obligations.
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The displayed terms control
The cancellation window, deductions and non-refundable components shown in checkout and the booking record apply to that transaction. PG, property visit, service and rental-deposit workflows can have different terms; a generic support message does not replace the recorded checkout terms.
- Review the cost breakdown before payment
- Cancellation is recorded against the booking reference
- Provider cancellation and customer cancellation are distinguished
PG bed booking
Before owner acceptance or payment capture, an eligible request can usually be withdrawn without a stay charge. After confirmation, the property-specific notice period, visit costs, platform fees and any consumed services are considered exactly as disclosed at checkout.
- The bed hold ends when an unpaid request expires
- No-show rules must be disclosed before payment
- A confirmed move-in can create separate owner obligations
Services and visits
A service provider reserves time and may incur travel cost. The booking page must show any free-cancellation window and late cancellation amount. If the provider cancels or cannot deliver, the undelivered eligible amount is routed for refund.
- Rescheduling may be offered before cancellation
- Completed work is not treated as undelivered
- Disputed completion can be escalated with evidence
Cancellation decision matrix
The transaction record applies the disclosed rule to who cancelled, when cancellation occurred, whether payment was captured and what was already delivered. Customer cancellations, partner cancellations, duplicate payments, payment errors, no-shows and undelivered services are recorded as different reasons; support cannot silently replace that reason.
- Before capture: release the hold or void the attempt where supported
- Partner cancellation or non-delivery: review the undelivered eligible cash amount
- Customer cancellation: apply the displayed free window and deductions
- No-show or partial delivery: review transaction terms and evidence before deciding
Official references
Use the current official text for legal interpretation; BookPGnow summaries are practical guidance.
Consumer Protection (E-Commerce) Rules, 2020