Refund & Cancellation Policy

Refund & Cancellation Policy

At Sri Bhakta Aanjaneya Trust, we are committed to providing transparent policies regarding payments, donations, and pooja bookings. This Refund & Cancellation Policy outlines the terms and conditions for payments made through our website and the circumstances under which refunds or cancellations may be considered.

1. Payment Methods

Sri Bhakta Aanjaneya Trust accepts payments for donations and pooja bookings through the following secure methods:

• Debit Card: Direct debit from your bank account
• Credit Card: Major credit cards including Visa, Mastercard, and American Express
• UPI (Unified Payments Interface): Secure mobile payment system
• Net Banking: Direct bank transfers through online banking portals

All payments are processed through certified payment gateway partners (Razorpay, CCAvenue, PayU) that comply with Payment Card Industry Data Security Standard (PCI DSS) requirements. Your payment information is encrypted and secured during transmission.

2. No Refund Policy for Successfully Paid Donations and Pooja Bookings

This is a fundamental policy of Sri Bhakta Aanjaneya Trust:

Once a donation or pooja booking payment has been successfully processed and confirmed, refunds CANNOT be issued online or through any other method.

Donations made to the temple are voluntary contributions to support our spiritual services, maintenance, and community activities. Once received, donations are immediately allocated to temple operations and charitable activities. Similarly, pooja booking fees represent the reservation and performance of sacred rituals by our priests.

All transactions are final and binding upon completion of the payment process. No exceptions will be made for:

• Change of mind or buyer's remorse
• Personal circumstances or emergencies
• Service cancellation requests after payment
• Duplicate payments (see exception section below)
• Payment amount disputes

3. Cancellation Policy

No Cancellation After Payment Processing

Once your payment has been successfully processed through our payment gateway, your pooja booking or donation cannot be cancelled. The pooja will be performed on the scheduled date and time as booked, and the prasadam (blessed offering) will be available for collection or distribution as per the booking details provided.

If you need to reschedule a pooja booking for a genuine reason (such as illness or emergency), please contact our temple office immediately:

• Email: nerultemple@gmail.com
• Phone: +91 86920 30675

Rescheduling requests will be evaluated on a case-by-case basis and are subject to priest availability and temple scheduling. Rescheduling is NOT guaranteed and will be processed at the sole discretion of the temple management.

4. Exceptions to No Refund Policy

The following exceptional circumstances may qualify for resolution through the payment gateway or investigation process:

a) Technical Payment Errors

• Duplicate Charges: If you are charged twice for the same transaction due to a technical error
• Incorrect Amount: If the charged amount differs from the displayed amount without your authorization
• Failed Transaction Charges: If you were charged despite the transaction showing as "failed" on your end

b) Unauthorized Transactions

• Payment made without your consent or authorization
• Fraudulent use of your payment method

c) Payment Gateway Issues

• System errors or failures on the part of the payment gateway provider
• Service interruptions that prevented proper payment processing confirmation

For these exceptions, resolution will be handled through the payment gateway provider's dispute process and our support team's investigation.

5. How to Contact for Payment Disputes

If you believe you have a legitimate issue related to payment processing, duplicate charges, technical errors, or unauthorized transactions, please contact us within 7 days of the transaction with detailed information:

In your communication, please provide:

• Full name and contact details
• Transaction date and time
• Transaction ID or reference number
• Amount charged
• Payment method used
• Detailed description of the issue
• Screenshots or proof of the discrepancy if applicable

6. Processing Time for Support Requests

Payment dispute resolution and support requests will be processed within 5-7 business days of receiving your complaint. Our team will investigate the matter and respond to you with a resolution or status update.

Complex cases may require additional time for investigation and coordination with payment gateway partners. We will keep you informed of the progress throughout the resolution process.

7. Payment Gateway Partner Chargeback Process

If you dispute a transaction directly with your bank or payment provider, it will trigger a chargeback process. Please note:

• Chargebacks should be filed only as a last resort after attempting to resolve the issue directly with us
• Filing a chargeback may result in transaction fees and complications
• Razorpay, CCAvenue, or PayU will handle chargebacks according to their policies and banking regulations
• We will defend legitimate transactions through the chargeback process

8. Pooja Booking Specifics

When you book a pooja through our website:

• You will receive a booking confirmation email with pooja details, date, time, and priest information
• The pooja will be performed by our qualified priests according to Vedic rituals and protocols
• Prasadam (blessed offering) will be prepared and available for collection or distribution
• If you do not collect prasadam within 7 days of the pooja date, it will be distributed to devotees or used for temple purposes
• No refund will be issued if you miss the scheduled pooja time
• No refund will be issued for incomplete or interrupted poojas due to reasons beyond the temple's control (power outages, natural disasters, etc.)

9. Donation Specifics

When you make a donation to Sri Bhakta Aanjaneya Trust:

• Your donation is a voluntary and charitable contribution
• You will receive a donation confirmation email for your records
• The donation will be used for temple maintenance, priest support, charity, and spiritual activities
• Donations are non-refundable and tax-deductible as per Indian tax laws (where applicable)
• No goods or services are expected in return for donations

10. Force Majeure

Sri Bhakta Aanjaneya Trust shall not be liable for failure to perform pooja services due to circumstances beyond our control, including but not limited to:

• Natural disasters or calamities
• Government-imposed lockdowns or restrictions
• Severe illness or emergency of the assigned priest
• War, terrorism, or civil unrest
• Electrical failures or infrastructure damage

In such cases, we will attempt to reschedule the pooja to the earliest available date. If rescheduling is not possible within a reasonable timeframe, a credit toward future services may be offered at the temple's sole discretion.

11. Policy Changes and Updates

Sri Bhakta Aanjaneya Trust reserves the right to modify this Refund & Cancellation Policy at any time. Changes will be posted on this page with an updated effective date. Your continued use of our website and services constitutes acceptance of any modifications to this policy.

12. Compliance with Payment Gateway Regulations

This policy is designed to comply with the terms and conditions of our payment gateway partners (Razorpay, CCAvenue, PayU) and applicable Indian e-commerce laws. In the event of any conflict between this policy and payment gateway partner policies, the payment gateway partner's policies will prevail for their specific dispute resolution processes.

Last Updated: 1st April 2024