Last updated: April 2026
This Policy sets out your rights and obligations in relation to the cancellation of Bookings and the processing of refunds. It forms part of the Terms of Service and is binding on all Users.
REGULATORY BASIS. This Policy is issued in compliance with Rule 6(1)(c) and Rule 6(6) of the Consumer Protection (E-Commerce) Rules, 2020, which require all e-commerce entities to provide a clear, comprehensive, and publicly accessible cancellation, returns, and refund policy. Your statutory rights under the Consumer Protection Act, 2019 are not restricted by this Policy.
INCORPORATION. This Policy is incorporated into and forms part of the Terms of Service. Capitalised terms used but not defined herein bear the meanings given in the Terms of Service.
1.1 “Appointment Time” means the scheduled start time of the first service in a Booking, as confirmed in the Booking confirmation.
1.2 “Cancellation Request” means the action by which a User requests cancellation of a Booking through the Platform interface or by written notice to Support.
1.3 “Notice Period” means the duration between the time of a Cancellation Request (as recorded by the Platform server) and the Appointment Time.
1.4 “Platform Fee” means the fee charged by the Company for intermediary facilitation services, separate from the salon service amount.
1.5 “Refund Amount” means the portion of the paid service amount returned to you per the applicable refund tier, exclusive of the Platform Fee unless Salon Fault applies.
1.6 “Salon Fault” means: (a) the Salon Partner's failure to accept a Booking within the designated acceptance window, causing auto-cancellation; or (b) cancellation of a confirmed Booking by the Salon Partner or by a platform administrator on behalf of the salon.
1.7 “Service Amount” means the total price of booked services inclusive of applicable GST, excluding the Platform Fee.
1.8 “Working Days” means business days on which scheduled commercial banks are open in Bengaluru, Karnataka, excluding Sundays and public holidays.
2.1 This Policy applies to all Bookings made through the SalonSync Platform for salon and wellness services, including: (a) Bookings paid in full via Razorpay; (b) Bookings paid wholly or partly from Wallet balance; (c) Bookings made using StylePass credits (with modifications as specified in Clause 7).
2.2 This Policy does not apply to: (a) unpaid Booking holds that have expired (no payment was collected); (b) Bookings for which service has already commenced (post Staff QR Check-In); (c) No-Show Bookings (governed by Clause 8).
2.3 Cancellations are processed as whole Bookings. Partial cancellation of individual services within a multi-service Booking is not supported. You must cancel the entire Booking and rebook the desired services separately.
2.4 The Booking must be in a cancellable state at the time of the Cancellation Request. The Platform will indicate whether a Booking is eligible for cancellation. Once a service is marked as commenced (Staff QR scanned), cancellation is no longer available.
3.1 When you initiate a cancellation, the Refund Amount is calculated as a percentage of the Service Amount based on the Notice Period at the time the Cancellation Request is received by the Platform server:
| Notice Period | Refund of Service Amount | Platform Fee |
|---|---|---|
| 24 hours or more before Appointment Time | 100% | Non-refundable |
| 12 hours or more but less than 24 hours | 80% | Non-refundable |
| 4 hours or more but less than 12 hours | 50% | Non-refundable |
| Less than 4 hours before Appointment Time | 0% | Non-refundable |
3.2 Platform Fee. The Platform Fee is non-refundable in all customer-initiated cancellations irrespective of Notice Period. The Platform Fee is refundable only in cases of Salon Fault as specified in Clause 4.
3.3 GST Refund. GST included in the Service Amount shall be refunded proportionally to the percentage of Service Amount refunded. For example, a 50% service refund includes 50% of the GST component of that service.
3.4 Computation of Notice Period. The Notice Period is measured from the timestamp of the Cancellation Request as recorded by the Platform's server clock (IST) to the Appointment Time. Network delays on the User's device side do not extend the Notice Period.
3.5 Mixed-Payment Refund Allocation. Where payment was made partly from Wallet balance and partly from Razorpay (online payment gateway), the Refund Amount shall be allocated proportionally to the original payment sources. For example, if 40% was paid from Wallet and 60% from Razorpay, the refund shall be returned 40% to Wallet and 60% via Razorpay.
4.1 You are entitled to a full refund of all amounts paid — including the Service Amount, Platform Fee, and applicable GST — where the cancellation is attributable to Salon Fault, being:
(a) the Salon Partner fails to accept the Booking within the designated acceptance window, causing the system to auto-cancel the Booking; or
(b) the Salon Partner cancels a previously accepted Booking; or
(c) an administrator cancels the Booking on behalf of or due to the conduct of the Salon Partner.
4.2 In a Salon Fault full refund, the entire Service Amount, Platform Fee, and all GST components are returned to you within two (2) Working Days. The refund method follows the proportional allocation described in Clause 3.5.
4.3 Where a Salon Fault cancellation occurs due to the salon closing permanently, being de-listed, or a force majeure event affecting the salon, the Company shall process a full refund on the same terms as Clause 4.2.
5.1 Wallet Refund. The portion of the Refund Amount attributable to Wallet Real Balance is credited to your Wallet instantly upon cancellation confirmation. You will receive an in-app notification confirming the credit.
5.2 Razorpay (Online Payment) Refund. The portion attributable to Razorpay payment is processed as a refund to the original payment instrument (debit card, credit card, UPI, net banking, or wallet) within five (5) to seven (7) Working Days from the date of cancellation confirmation, subject to processing timelines of your bank or card network.
5.3 Bonus Balance Refund. Bonus Balance consumed in a Booking is not refunded upon cancellation. Only Real Balance paid from Wallet is refundable.
5.4 Refund Reference. For Razorpay refunds, a Razorpay Refund ID is generated and available in the Booking detail screen. You may use this ID to track the refund status with your bank. For Wallet refunds, the transaction appears in your Wallet transaction history.
5.5 The Company is not liable for delays in refund receipt caused by your bank's processing timelines, card network policies, or technical issues at Razorpay's end. If your refund does not appear within ten (10) Working Days, contact support with your Booking ID and Razorpay Refund ID (if applicable).
6.1 Where a Booking is created but payment is not completed, the Platform reserves the slot for thirty (30) minutes (“Hold Period”). No payment is collected during the Hold Period.
6.2 If payment is not received within the Hold Period, the Booking automatically expires and the slot is released back to the Salon Partner. No refund is applicable as no payment was collected.
6.3 An expired unpaid Booking hold does not constitute a cancellation for the purposes of this Policy, and no cancellation refund tier applies.
7.1 Cancellations of Bookings made using StylePass credits are governed by a separate cancellation rule distinct from the monetary refund tiers in Clause 3.
7.2 Cancellation more than 2 hours before Appointment Time. The service credit is returned to the StylePass and remains available for redemption within the StylePass validity period. No monetary refund is issued as no monetary payment was made for that redemption.
7.3 Cancellation within 2 hours of Appointment Time. The StylePass redemption is forfeited. No credit is returned to the StylePass and no monetary refund is issued. This rule applies regardless of the reason for late cancellation except in cases of Salon Fault (Clause 4), where the credit is always returned.
7.4 Salon Fault on a StylePass Booking. Where cancellation is attributable to Salon Fault, the service credit is returned to the StylePass irrespective of timing. No penalty is applied to the User.
7.5 StylePass Full Cancellation (Before Any Redemption). A StylePass that has not been used at all may be cancelled and refunded in full to Wallet Real Balance upon written request to Support. No refund is available after any redemption has been made.
7.6 StylePass Partial Refund. If a StylePass is cancelled after partial use, unused service credits may be refunded to Wallet Real Balance at the per-redemption value agreed at purchase. Contact Support for partial refund requests.
7.7 For complete StylePass terms, see the StylePass Terms available in the app.
8.1 A Booking is designated as a No-Show when the User does not complete the Customer QR Check-In within the grace period after the Appointment Time.
8.2 No-Show Bookings are not cancellations. The cancellation refund tiers in Clause 3 do not apply to No-Shows. The full Booking amount (Service Amount, Platform Fee, and GST) is forfeited upon No-Show designation. No refund is issued.
8.3 A No-Show designation may only be reversed by a platform administrator upon submission of documented evidence of extenuating circumstances (e.g., salon was closed, medical emergency) within seven (7) calendar days of the No-Show designation. Reversal requests must be raised via support.
8.4 The Company is not obligated to reverse a No-Show designation and reversal is entirely at the Company's discretion.
9.1 No refund shall be issued in the following circumstances:
(a) Completed Services: Where a service has been marked as completed by the salon with QR verification. The Company does not issue refunds for quality disputes on completed services — such disputes must be raised directly with the Salon Partner, or via Consumer Forum under the Consumer Protection Act, 2019.
(b) No-Show Bookings: As described in Clause 8.
(c) Expired Unpaid Holds: As described in Clause 6.
(d) Service Commenced: Where Staff QR Check-In has been recorded, confirming service commencement.
(e) Bonus Balance Consumed: Bonus Balance used toward a Booking is not refundable under any circumstance.
(f) Expired StylePass Credits: StylePass service credits that have expired after the grace period cannot be refunded.
(g) User-Acknowledged Cancellations: Where a refund of ₹0 was disclosed at the time of cancellation (e.g., late cancellation under the 0% tier) and you proceeded with cancellation.
9.2 Nothing in this clause limits your statutory rights under applicable consumer protection law.
10.1 If you believe your refund was incorrectly calculated, not received within the stated timeline, or that a No-Show designation was erroneous, you must raise a dispute within seven (7) calendar days of the refund decision or No-Show designation by writing to support@salonsync.com with your Booking ID.
10.2 The Company shall acknowledge dispute notices within forty-eight (48) hours and shall provide a written decision within seven (7) Working Days of receiving complete information.
10.3 If you are dissatisfied with the Company's resolution, you may escalate to the Grievance Officer:
Grievance Officer: SalonSync Grievance Team
Email: support@salonsync.com
Resolution SLA: 30 days from receipt, per Rule 3(2)(b) of the IT (Intermediary Guidelines) Rules, 2021
10.4 If the Grievance Officer's resolution is not satisfactory, you retain the right to approach the appropriate Consumer Disputes Redressal Commission under Section 34 (District), Section 47 (State), or Section 58 (National) of the Consumer Protection Act, 2019, depending on the value of the claim.
10.5 You must exhaust the Platform's internal dispute mechanism before initiating any chargeback with your bank or card issuer. Failure to do so may result in Wallet suspension as described in the Wallet Terms and Conditions.
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