Refund & Cancellation Policy

1. The core principle

The moment you confirm a booking, we begin spending real money on your behalf. Passes are requisitioned, pandits and representatives are scheduled, hotel rooms are blocked and vehicles are reserved. Those commitments are made to third parties and cannot be undone at short notice. That is why our refund rules are tied to whether the service was delivered, not to whether you were able to use it.

2. Payments and Razorpay

All payments on MandirMay are processed through Razorpay — a regulated, RBI-authorised Indian payment gateway used by thousands of Indian businesses. We never see or store your card, UPI or netbanking credentials.

• Every approved refund is returned only to the original payment method used for the booking.
• We cannot refund to a different card, a different UPI ID, or a different bank account, and we cannot pay refunds in cash.
• Our on-ground representatives and partners are not authorised to hand out refunds in cash or by transfer. Any such offer is not from MandirMay.

3. When you GET a refund

You are entitled to a refund in these situations:

• We fail to deliver a confirmed service. If a service you paid for is not provided because of partner error, our operational failure, or non-availability of our representative — that service is refunded 100%.
• The temple administration blocks the service. Official temple closure, withdrawal of VIP pass privileges on your date, or an administrative restriction announced after you booked — full refund of the affected service.
• Force majeure. Natural events (landslides, flash floods, earthquakes), civil unrest, epidemics or government restrictions that make the visit impossible — 100% refund of affected services.
• Partial delivery. If part of your itinerary is delivered and part is not, you are refunded on a pro-rata basis for the undelivered component only.
• Duplicate or failed payment. If you are charged twice, or debited without a confirmed booking, the excess is refunded in full.
• Timely cancellation of eligible services — see the service-wise rules below.

4. When you DO NOT get a refund

In the following cases the service was arranged and held for you, so no refund is payable:

• Travel disruption on your side. A delayed or cancelled train, flight, bus or cab, road closures on your route, or missing your departure — the arrangement was made and held for your date, so it is not refundable.
• No-show. Our representative waits up to 2 hours at the agreed meeting point. If you do not arrive or coordinate within that window, the booking is marked a No-Show and the advance is forfeited.
• Late arrival that causes you to miss your allotted darshan slot, puja muhurat or vehicle pickup.
• Unreachable contact. If the mobile number on the booking is switched off or unreachable on the day and we cannot coordinate with you.
• Change of mind or cancellation outside the permitted window.
• Personal reasons — illness, family emergencies, work commitments or visa/permit issues. We sympathise, but the on-ground cost has already been incurred.
• Denial of entry due to your own conduct — not carrying valid photo ID, breaching the temple dress code, refusing security checks, or behaviour that leads temple authorities to deny entry.
• Undeclared local panda / pandit. If you already had a local panda, pandit or intermediary at the temple and did not declare it, or one is introduced into your booking at any stage, the booking is void and fully non-refundable — including the convenience fee. See the dedicated section below.
• Abuse of our representatives. Any abuse, threat or obstruction directed at our on-ground staff, by you or by anyone acting at your instance, ends the service immediately with no refund.
• Queue and waiting times. Darshan timings and crowd levels are controlled by the temple administration. Longer-than-expected waiting is not a service failure.
• Incorrect details supplied by you — wrong names, wrong date, wrong number of devotees — where these prevent the service being used.

5. Bookings involving a local panda or pandit

The reason is simple. What you pay MandirMay is a packaged price, not the counter cost of a pass. It covers our arrangement work, our representative on the ground, and coordination with the temple and our partners. A local panda outside our network usually knows only the counter figure, and on hearing the packaged price disputes it, confronts our representative and disrupts the darshan — for you and for other devotees. We would rather decline the booking upfront than have your visit spoiled.

If an existing local panda or pandit arrangement is concealed, or is introduced into the booking at any stage including on the day of the visit:

• The booking is void and no refund of any kind is payable — advance, convenience fee and undelivered services included.
• Your account may be suspended or permanently blocked.
• We reserve the right to act against both the panda / pandit and the user — removal from our partner network, reporting to the temple administration and relevant authorities, and any legal remedy available to us.

Full details are in section 13 of our Terms of Service.

6. Service-wise cancellation rules

VIP darshan / passes and hotel stays

Strictly non-refundable once initiated. These advances are immediately locked against on-ground reservations with our temple and hospitality partners and cannot be recovered by us.

Pujas, temple services, meals and transport

• Cancelled more than 24 hours before the scheduled visit — 100% refund of the paid advance.
• Cancelled within 24 hours — non-refundable.

Peak and restricted periods

During Sawan, major festivals and other declared peak windows, all services are booked against fixed on-ground quotas. Cancellations in these windows are non-refundable regardless of notice, unless the failure is ours or the temple administration cancels the service.

7. Rescheduling

Rescheduling is often better than cancelling, and we will always try to help.

• More than 48 hours before the visit — free of charge, subject to availability on the new date.
• Between 24 and 48 hours — a 10% fee applies.
• Within 24 hours — rescheduling is not permitted.
• A booking may be rescheduled once. The new date must fall within 90 days of the original date, and any price difference is payable.
• A rescheduled booking is non-refundable from the moment it is rescheduled.

8. Convenience and management fee

Every service arranged through MandirMay includes a convenience and management fee, which is disclosed in the price you see before you pay. This fee covers our coordination work: securing the arrangement with the temple and partners, deploying our on-ground representative, and supporting you before and during the visit.

Because this work is performed the moment your booking is confirmed, the convenience fee is non-refundable on any customer-initiated cancellation. It is refunded where the failure is ours, or where the temple administration or force majeure prevents the service.

9. How to raise a refund claim

• Write to support@mandirmay.com or call / WhatsApp +91 89689 50252.
• Quote your Order ID, the visit date, and the specific service you are claiming for.
• Raise the claim within 7 days of the scheduled visit date. Claims made after 7 days may not be accepted, since on-ground records and partner settlements close by then.
• Share any supporting detail you have — this helps us resolve it faster.

All refund requests must be raised with MandirMay directly. Our representatives at the temple cannot approve, promise or process refunds.

10. How we verify a claim

Every claim is checked against our on-ground record: the representative assigned to you, the coordination log for your booking, the partner's confirmation, and the temple's notices for that date. We assess whether the service was made available to you.

• We acknowledge your claim within 48 hours.
• We complete the assessment and give you a decision within 7 working days.
• If we decline, we tell you the specific reason and the record it is based on. You may ask us to review the decision once.

11. Refund timeline

Once a refund is approved:

• We initiate it with Razorpay within 2 working days of approval.
• The amount is credited back to your original payment method and typically reflects in 5 to 7 working days.
• The final credit date depends on your bank or card issuer, which is outside our control. Some banks take an additional cycle.
• You will receive the refund reference ID once processed — please quote it in any follow-up with your bank.

Payment gateway charges, where non-recoverable, and applicable taxes already remitted to the government may be deducted from the refunded amount.

12. Chargebacks

Please talk to us before raising a chargeback or payment dispute with your bank. We will always look at a genuine claim fairly and quickly. Chargebacks raised on delivered services — where our records show the service was provided — will be contested with the evidence from our on-ground log, and the account may be suspended from future bookings while the dispute is open.

13. Contact

This policy should be read together with our Terms of Service and Privacy Policy. Nothing here limits the rights available to you under the Consumer Protection Act, 2019.