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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Refund eligibility
Eligibility is calculated from the transaction's recorded cancellation terms, delivery state and dispute outcome. A refund can be full or partial. Discounts, wallet credits, consumed platform or visit services, and non-refundable components are handled according to the checkout breakdown.
- Refunds link to the original payment
- The calculation separates cash, discount and wallet components
- No refund should be marked paid without a gateway or bank reference
How money returns
Eligible captured payments made through Cashfree can be refunded in full or in part through the original payment method. Bank credit timing depends on the payment rail and may commonly take about 5–10 working days. This is a gateway estimate, not a guaranteed BookPGnow deadline.
- Requested means submitted for eligibility review
- Approved means the calculation is authorised—not that money has been sent
- Gateway pending means a provider refund reference has been recorded
- Processed means the gateway reports completion; the bank may still need posting time
- Failed returns to the finance operations queue
Calculation and approval control
Every request is tied to one captured payment. The operator records the requested amount, approved amount, eligibility basis and assigned reviewer. The approved cash total can never exceed the remaining captured cash amount. Offers, wallet reversals, deposits, fees, taxes and consumed services are reconciled as separate components.
- Partial refunds remain within the original captured amount
- Approval and gateway initiation are separate controlled actions
- A gateway refund ID is mandatory before money is marked initiated
- Final state changes are written to the audit log
Escalation
If the expected gateway window passes, open support from the signed-in account and attach the booking reference—not card, PIN or OTP information. A disagreement about eligibility is handled as a complaint and can be escalated through the grievance process.
- Keep the payment reference
- Use the transaction timeline
- Escalate unresolved eligibility separately from bank processing delay
Official references
Use the current official text for legal interpretation; BookPGnow summaries are practical guidance.
Cashfree refund lifecycle and status