Refund & Cancellation Policy
Learn about Celaeno booking cancellations, refund eligibility, wallet credits, subscriptions, technical issues, billing errors, and refund requests.
1. Overview
Celaeno aims to provide a transparent booking and payment experience. This policy explains the conditions under which users may request refunds for booked call slots, how cancellation requests are handled, and what to do if a technical issue or dispute occurs.
2. Cancellation and Refund Eligibility
Users may cancel a booked call slot and request a refund at least 2 hours before the scheduled call time. Eligible refunds will be credited to the user's Celaeno wallet.
If a user cancels a slot less than 2 hours before the scheduled call time, the booking will generally not be eligible for a refund under the standard cancellation policy.
However, users may raise a customer support ticket if they believe their situation requires further review. Celaeno will assess the circumstances and determine whether a refund is appropriate.
If a confirmed service is cancelled by Celaeno, or a material part of a purchased service is not delivered for reasons attributable to Celaeno, the user’s entitlement to a refund, credit or other remedy will be assessed under this policy.
3. Refunds for Technical Issues or Other Problems
If a user experiences technical difficulties or any other issue affecting a booked call, they should raise a support ticket through the available customer support process.
Users should provide relevant details about the booking and the issue encountered so that the support team can review the case and determine the appropriate resolution, including whether a refund is warranted.
4. Disputes and Refund Requests After the Cancellation Cutoff
If a user raises a dispute after the 2-hour cancellation cutoff, they may submit a customer support ticket explaining the issue.
Celaeno’s support team will review the information provided and decide whether a refund should be granted based on the circumstances of the case. Submitting a ticket does not guarantee that a refund will be approved.
5. Refund Method
Currently, all approved refunds will be credited to the user's Celaeno wallet. Refunds will not be issued directly to a bank account or original payment method under the current process.
Celaeno may introduce refunds to the original payment method or bank account in the future. Any changes to the refund process will be communicated through the applicable policy or platform updates.
6. Subscriptions and Cancellations
Where subscriptions automatically renew, the renewal terms will be disclosed before purchase, and users may cancel through their account or the relevant payment provider.
Cancellation ordinarily stops future renewals but does not automatically reverse a completed payment or entitle the user to a refund for a period already used, except where required by law or under the applicable refund policy.
7. Changes to Paid Services
If a change materially affects a paid service already purchased, Celaeno will apply the relevant purchase terms and any refund that may be necessary.
8. Pricing and Billing Errors
Celaeno may correct an obvious pricing or billing error, subject to applicable law and appropriate notice or refund arrangements.
For technical issues, disputes, or refund requests that require further review, users should submit a customer support ticket through the Celaeno app and include their booking details and a clear description of the issue.
For billing and refund-related queries, users may also contact billing@celaeno.in.