Refund & Cancellation Policy

Platform: Koovira (operated by TRISHARA VENTURES LLP)

Registered Country of Operation: India

Contact: +91-9770411162 | support@koovira.com

These policies are intended to be read in conjunction with applicable laws of India, including (as amended from time to time) the Information Technology Act, 2000 and rules thereunder, the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, as well as any other sector-specific regulations that may apply. This text is for general informational purposes only and is not a substitute for independent legal advice.

1. Introduction and Scope

This Refund & Cancellation Policy ("Policy") sets out how Koovira, operated by TRISHARA VENTURES LLP, handles cancellations, refunds and related adjustments for transactions made through the Platform. This Policy applies to all paid services and transactions unless more specific terms are displayed at the time of booking or purchase ("Transaction Terms").

In the event of any inconsistency between this Policy and any Transaction Terms or Partner-specific terms that are clearly presented to you at the time of transaction, such specific terms will ordinarily prevail, to the extent permitted by law.

2. Covered Transaction Types

This Policy applies to a broad range of transactions carried out via Koovira, including but not limited to:

• hotel, homestay, guest-house and similar accommodation bookings;
• ride/cab bookings and certain logistics or transport services;
• e‑commerce purchases of goods or digital products, where applicable;
• event tickets, activities, and experiences;
• platform-based subscriptions, featured listings and promotional packages;
• other chargeable services offered by or through Koovira.

3. User-Initiated Cancellations

You may submit a cancellation request using the corresponding section of your account, the specific booking/order page, or via customer support. The eligibility for a refund, and the amount of any refund, depends on multiple factors, including the nature of the service, the time remaining until the scheduled service, and whether the product or service has already been partially or fully used.

Certain bookings or purchases—such as special promotions, last‑minute deals, or heavily discounted offers—may be marked as fully or partially non‑refundable. Such designations will be communicated at the time of booking and will guide the outcome of cancellation requests.

4. Partner-Initiated Cancellations and Service Failures

In the event that a Partner cancels your booking or fails to provide the confirmed service (for example, an overbooked hotel, unavailable vehicle, or out‑of‑stock product), Koovira will ordinarily facilitate an appropriate refund for the affected portion, subject to applicable laws and Partner obligations.

Depending on availability and the specific service, Partners or Koovira may also offer you alternative options, such as rebooking or rescheduling. Your acceptance or rejection of such alternatives may influence your refund entitlement as per the Transaction Terms.

5. Non-Refundable Components

The following categories of charges are typically non‑refundable, unless otherwise stated in the Transaction Terms or required by law:

• platform listing fees, featured listing fees, or promotion charges;
• subscription fees once the subscription period has started;
• convenience fees, processing fees, or payment gateway charges identified as non‑refundable;
• bookings or orders explicitly tagged as "non‑refundable";
• any portion of goods or services already consumed or delivered before the refund request.

6. Refund Mode and Timelines

Where a refund is approved, it will generally be processed to the original method of payment used for the transaction (for example, card, net banking, UPI, wallet) or, where permitted and offered, as credits to your Koovira wallet. The exact time for the refunded amount to appear in your account depends on your bank or payment provider.

Koovira’s responsibility is typically limited to initiating the refund with the relevant payment intermediary. We are not liable for delays or issues attributable to banks, card networks, or other intermediaries, though we may assist you in tracking the progress of a refund as a goodwill measure.

7. No-Show, Late Arrivals and User Breach

If you do not show up for a booking (for example, a hotel stay or cab ride), or if you arrive so late that the service can no longer reasonably be provided, your booking may be treated as a "no‑show" in line with applicable Partner terms. In such cases, you may forfeit all or part of the amount paid.

Likewise, if you fail to comply with key conditions (such as providing valid ID at hotel check‑in or adhering to property/vehicle rules), the Partner may treat that as a breach of terms and adjust or deny refunds accordingly, as permitted by applicable law.

8. Product Return and Replacement

For product purchases, the detailed rules regarding returns and replacements are set out in our separate Return & Replacement Policy and the specific listing or order details. Those documents should be read together with this Policy. This Policy applies primarily to the cancellation and refund dimensions; the eligibility and conditions for physical returns are governed by those more specific rules.

9. Abuse of Refund Mechanisms

We reserve the right to withhold, restrict or cancel refunds and/or to suspend or terminate user accounts where we have reason to believe that our refund processes are being abused. Examples include, but are not limited to, repeated refund requests without valid reason, fraudulent claims, or initiation of chargebacks in bad faith.

10. Chargebacks and Payment Disputes

If you raise a chargeback or payment dispute with your bank or payment provider, Koovira may be required to share information (such as transaction data and communications) with the relevant provider to respond to the dispute, consistent with applicable law and our Privacy Policy.

Submitting fraudulent or unjustified chargebacks may be treated as a material breach of our Terms & Conditions and can result in suspension or termination of your Koovira account and potential legal action.

11. Governing Law and Jurisdiction

This Policy is governed by the laws of India. Subject to applicable consumer law, any disputes arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts at Dehradun, Uttarakhand, India, as more fully described in our Terms & Conditions.

Note: This Refund & Cancellation Policy is a general template drafted to be favourable to Koovira and TRISHARA VENTURES LLP while remaining within a reasonable interpretation of Indian law. It should be reviewed and customised by qualified legal counsel licensed in India to ensure alignment with specific business models and regulatory requirements.