Refund & Cancellation Policy

1. Introduction

This Refund and Cancellation Policy explains the rules and procedures for refunds and cancellations on Snapmet.in (the “Platform”). By using the Platform, you agree to be bound by this Policy, along with our Terms of Service and other legal documents.

All payments on the Platform are processed through the internal Wallet system. Refunds, when applicable, are issued back to the User’s Wallet unless otherwise stated.

2. General Refund Principles

• Refunds are issued at the sole discretion of Snapmet, subject to the conditions mentioned in this Policy.
• Once a Service (chat, audio call, video call, or meeting) has started, refunds are generally not provided.
• All refund requests must be submitted within 7 days of the scheduled Service date through the Platform’s support system.
• Refunds, if approved, will be credited to the User’s Wallet within 5-7 business days.
• The Platform reserves the right to deny any refund request that violates this Policy or appears fraudulent.

3. Eligible Cases for Full Refund (100%)

A full refund (100% of the amount paid, excluding any applicable payment gateway charges) will be issued in the following situations:

• The Creator fails to appear for the booked Service (no-show) or cancels the appointment without providing any alternative time.
• The Service could not be delivered due to a technical error or bug caused by the Platform.
• The booking was made due to an error on the Platform’s side (e.g., double charging or system glitch).

In such cases, the entire amount will be refunded to the User’s Wallet.

4. Partial Refund or No Refund Cases

In the following situations, the Platform may issue a partial refund or deny the refund entirely:

• Misunderstanding or dissatisfaction between the User and the Creator regarding the quality, content, or expectations from the Service.
• The User misses the scheduled appointment or cancels the booking without a valid reason.
• The Service was partially delivered or started but the User was not satisfied.
• Any personal dispute or behavioral issue between the User and the Creator.

In these cases:

• Snapmet will retain its applicable commission.
• The remaining amount may be refunded to the User (deducted from the Creator’s Wallet) after a case-by-case review by the Snapmet support team.
• The decision of Snapmet shall be final and binding.

5. Creator’s Responsibility

Creators are required to provide the booked Service at the agreed time and duration. If a Creator repeatedly fails to deliver Services, Snapmet may:

• Issue warnings,
• Suspend or terminate the Creator’s account,
• Forfeit pending payouts, or
• Take other appropriate actions as per the Terms of Service.

6. Cancellation by User

• Users can cancel a booking before the Service starts.
• Cancellation made at least 24 hours before the scheduled time may qualify for a full or partial refund (subject to review).
• Cancellation made within 24 hours of the scheduled Service will generally not qualify for a refund unless it falls under the Full Refund categories mentioned above.

7. Cancellation by Creator

• If a Creator cancels a confirmed booking, the User will be eligible for a full refund.
• Repeated cancellations by a Creator may lead to account restrictions or termination.

8. Refund Processing and Timeline

• Approved refunds will be credited back to the User’s Wallet.
• From the Wallet, the User may withdraw the amount to their linked bank account (subject to verification and processing fees, if any).
• Cash refunds or direct bank transfers are not provided unless required by law.
• Refunds are processed within 5-7 business days from the date of approval.

9. Non-Refundable Items

The following are strictly non-refundable:

• Platform commission/fees once deducted.
• Any amounts paid for Services that have already been partially or fully delivered.
• Payment gateway or transaction charges (if applicable).
• Any promotional credits or bonus amounts (unless explicitly stated).

10. Dispute Resolution for Refunds

Any dispute regarding refunds will first be reviewed by the Snapmet support team. If the matter remains unresolved, it shall be governed by the Dispute Resolution clause in our Terms of Service (exclusive jurisdiction of courts in Ahmedabad, Gujarat, India).

11. Changes to This Policy

Snapmet reserves the right to modify or update this Refund and Cancellation Policy at any time. The revised Policy will be posted on the Platform with a new “Last Updated” date. Your continued use of the Platform after such changes constitutes your acceptance of the updated Policy.

12. Contact Us

If you have any questions about this Refund and Cancellation Policy or wish to request a refund, please contact our support team at:

Email: support@snapmet.in