Refund and Cancellation Policy

The same cancellation and review process applies to 1-to-1 activities and community events. The 8/4-hour rules below apply to bookings created after policy version 3 was activated on 15 October 2026. Earlier bookings keep the cancellation terms recorded when they were created. Check booking details for your applicable terms and refund quote.

Each community-event booking reserves one attendee's seat. Cancelling that booking affects that seat; a host cancelling the event refunds every affected paid attendee.

After the host accepts your request, complete payment within the time shown in the app, currently 60 minutes. If the payment window expires, the booking may be cancelled and its seat released. An unpaid booking has no payment to refund.

You can cancel before the scheduled activity start unless you have already checked in. At the start time, Cancel is no longer available for either activity type. You can still report an activity issue through the refund-review process below.

At least 8 hours before start: a full refund of the refundable payment.

At least 4 hours, but less than 8 hours before start: a 50% refund. Exactly 4 hours qualifies for 50%; exactly 8 hours qualifies for a full refund.

Less than 4 hours before start: no standard cancellation refund. A no-show does not receive an automatic refund. These limits do not prevent an activity-issue review or a remedy required by law.

Booking grace period: cancelling within 15 minutes of creating the booking gives a full refund only if the activity is still strictly more than 4 hours away. At exactly 4 hours, the standard 50% rule applies.

Policy version 1: full refund when cancelling more than 2 hours before start; no standard refund at or within 2 hours.

Policy version 2: full refund at least 4 hours before start; 50% from 2 hours inclusive to less than 4 hours; no standard refund under 2 hours. Its 15-minute booking grace period gives a full refund only when start is strictly more than 2 hours away.

These stored cancellation terms and the original payout timing are preserved. The current refund-review safeguards apply when an activity issue is raised.

If the host cancels before start, affected paid attendees receive their remaining captured payment in full, regardless of the booker cancellation cutoff. Repeated host cancellations may lead to account action. If an activity does not go ahead after its scheduled start, report it for review.

Attendance uses the attendee's private check-in code. A missing check-in alone is not proof that someone was absent. A host's attendance report is shared with the attendee and can be challenged through the refund panel within the reporting window.

Open booking details or the Event Hub and use the refund/issue panel. Give the reason, relevant details and the full or partial amount requested. Attendees can submit a request up to 48 hours after the scheduled activity end, including when Cancel is no longer available.

An independent TAVIYO administrator reviews refund disputes for both one-to-one activities and community events. Listers and co-hosts cannot approve or reject these requests.

Administrator review cannot reduce an automatic cancellation entitlement. Listers and co-hosts cannot decide refund disputes; co-hosts cannot manage payouts. A review request is not a guarantee of approval; the decision considers the booking, activity details, attendance information and relevant evidence.

Both parties receive service updates about the request and decision. Check the booking for the recorded status. Notifications do not replace that record, and delivery can depend on your device, permissions and email provider.

Cash refunds never exceed the captured payment minus amounts already refunded or queued for refund. A 50% refund is rounded up to the nearest paise. Promo discounts are not refundable cash, and several partial refunds cannot exceed the total actually paid.

The app shows the cancellation quote or approved review amount. An approval or queued refund is not confirmation that your bank has credited the money.

Refunds reduce the affected booking's earnings proportionally, using its stored price, fee and GST terms. For bookings on the original-price payout model, TAVIYO-funded promo discounts do not reduce the original-price basis.

For new policy-version-3 bookings, earnings become available only after both the normal clearance period and the 48-hour reporting window have passed. An open refund case holds the affected booking's earnings. If those earnings were in a pending payout batch, the batch may be released so unaffected eligible earnings can be requested again.

A bank transfer already processing must be reconciled before refund approval. Completed payouts remain in the history; any later approved host-earning recovery is recorded separately and deducted from future available earnings. When enough cleared earnings remain for a payout, the recovery is reserved against that payout and only the net amount is payable. A failed payout releases its reservation and the recovery remains due. Admins can record an external recovery or a platform-covered amount with an audit trail.

If the gateway captures money but TAVIYO cannot confirm the booking or match the payment to a valid order, TAVIYO records a financial incident and automatically attempts a full refund to the original payment method. No additional compensation is promised unless required by law or separately agreed.

A failed provider attempt does not remove a recorded refund obligation. Pending or failed refunds are retried or referred for admin attention.

Refunds are sent to the original payment method through PayU. They are not paid as cash, a wallet balance or a transfer to another account. Never share a card number, UPI PIN or OTP to receive a refund.

TAVIYO aims to initiate an eligible refund promptly, usually within 24 hours of cancellation or approval. Cases awaiting a review decision or reconciliation of an in-progress payout may take longer; contact support if the status is delayed.

Bank credit is separate from initiation. PayU publishes a typical turnaround of 5–21 days, depending on the payment method and bank; some net-banking refunds can take longer. Track the provider status and refund reference in the booking or contact support.

If a refund is delayed or you disagree with a decision, contact us with the booking and payment references at support@taviyo.in or +91 60024 77368 (Monday to Saturday, 10:00–19:00 IST). We acknowledge complaints within 48 hours and aim to resolve them within one month. Unresolved complaints can be escalated to the grievance officer.

The in-app 48-hour reporting window does not remove rights or remedies available under applicable law. Contact support for exceptional, unsafe, unlawful or undelivered activities, even if the in-app window has closed. Mandatory consumer rights prevail over this policy.