Refund and Cancellation Policy

At FlipsAura, we understand that wedding plans can change. This Refund and Cancellation Policy outlines the terms and conditions for canceling bookings and requesting refunds for services booked through our platform.

FlipsAura acts as an intermediary between customers and Vendors. Refund eligibility and timelines are determined by this policy. Refund requests will be processed within 5–7 business days after approval[reference:7].

1. Cancellation by Customer

1.1 Advance Notice Requirements

• 30+ days before event: Full refund minus a cancellation fee of 10% of the booking amount (subject to minimum ₹500).
• 15–29 days before event: 50% refund of the booking amount.
• 7–14 days before event: 25% refund of the booking amount.
• Less than 7 days before event: No refund will be issued.

1.2 How to Cancel

To cancel a booking and request a refund, please follow these steps:

1. Log in to your FlipsAura account.
2. Navigate to "My Bookings" section.
3. Select the booking you wish to cancel and click "Request Cancellation."
4. Alternatively, contact our customer support team at hello@flipsaura.com with your Booking ID and cancellation request.

2. Cancellation by Vendor

If a Vendor cancels your booking for any reason:

• You will be notified immediately and offered alternative options.
• You will receive a full refund of any amounts paid to FlipsAura for that booking.
• We will assist you in finding an alternative Vendor for the same service, subject to availability.

3. Non-Refundable Items and Fees

The following items and fees are generally non-refundable:

• Cancellation fees as specified in Section 1.1.
• Payment gateway charges (Razorpay) – these are not refundable once a transaction is processed.
• Any deposits or advance payments made directly to Vendors outside the FlipsAura platform.
• Services that have already been partially delivered (e.g., deposits for custom decor items that have been ordered).
• Any booking canceled due to non-compliance with our Terms of Service or Vendor requirements.

4. Refund Processing Timelines

Once a refund request is approved:

• Refunds will be processed within 5–7 business days from the date of approval.
• Refunds will be credited to the original payment method used for the transaction.
• Depending on your bank or payment provider, it may take an additional 3–5 business days for the refund to reflect in your account.
• For UPI transactions, refunds typically reflect within 2–3 business days after processing.

5. Disputes Between Customers and Vendors

If there is a dispute between you and a Vendor regarding the quality of services provided, the following process will apply:

1. You must notify FlipsAura within 24 hours of the service delivery date.
2. Provide supporting evidence, including photographs, videos, or written documentation of the issue.
3. FlipsAura will investigate the dispute by reviewing the evidence and communicating with both parties.
4. If the Vendor is found to be at fault, a partial or full refund may be issued at our discretion.
5. We encourage both parties to resolve disputes amicably. FlipsAura's decision regarding refunds in such cases is final and binding.

6. Force Majeure

In the event of a Force Majeure event (including but not limited to natural disasters, government restrictions, pandemics, terrorism, or any event beyond reasonable control that prevents the Vendor from delivering services):

• We encourage Vendors to reschedule rather than cancel bookings.
• If rescheduling is not possible, refund eligibility will be assessed on a case-by-case basis.
• Full refunds may be offered in situations where the event is illegal to proceed due to government mandates (e.g., lockdowns).

7. Changes to Bookings

If you need to change the date, venue, or other details of your booking:

• Changes requested 15+ days before the event date are subject to availability and may incur no fee or a nominal administrative fee.
• Changes requested within 14 days of the event date are treated as a cancellation (see Section 1.1) plus a new booking, unless the Vendor agrees otherwise in writing.

8. How to Submit a Refund Request

Refund requests can be submitted through:

• Email: flipsaura187@gmail.com with subject line "Refund Request – [Booking ID]"
• Customer Support: Call us at +91 98351 78553 (Mon–Sat, 10 AM to 7 PM)
• Website: Log in to your account and use the "Request Refund" option in your bookings dashboard.

9. Contact Our Grievance Officer

If your refund request is not resolved to your satisfaction, you may escalate the matter to our Grievance Officer at flipsaura187@gmail.com. We will acknowledge your complaint within 24 hours and work to resolve it within 30 days.