Cancellation & Refund Policy

1. Cancellation & Refund Summary

2. How to Cancel a Booking

1. Log in to your account at My Bookings
2. Select the booking you wish to cancel
3. Click "Cancel Booking" and provide a reason
4. You will receive a cancellation confirmation via email/SMS as soon as possible
5. Refund (if applicable) will be processed automatically within the stated timeline

Alternatively, call us at +91-9870550407 to cancel by phone. Phone cancellations are valid but must be followed by a confirmation email to support@corelatin.in to create a record.

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3. Refund Processing

3.1 Digital Payments (if/when available): If a digital payment method (UPI, net banking, card) is made available on the Platform and used for a booking, refunds are processed to the original source account within 5–7 business days, subject to your bank's processing time. We cannot guarantee same-day or instant refunds for digital payments as they depend on payment gateway processing.

3.2 Cash After Service: If you selected "Pay After Service" and cancelled before the service began, no payment is due. If the companion was already on-site and you cancel, the minimum engagement charge of 2 hours applies.

3.3 Partial Service Completion: If a booking is cancelled midway through the service (companion already at site), charges will be applied proportionally for hours completed, plus a one-time disruption fee of ₹250. The balance (if any advance was paid) will be refunded.

3.4 Refund Confirmation: You will receive a refund confirmation via email once the refund is initiated. Please allow an additional 2–3 business days for the amount to reflect in your account.

3.5 Document Collection & Hospital Submission Inability Policy (₹299 Fee): If hospital administration, Medical Records Department (MRD), or diagnostic laboratory counters decline authorization or refuse release/submission of documents due to hospital-specific policies (e.g. hospital policies strictly permitting only direct blood relatives to collect confidential records, biopsy slides, or discharge summaries), patient presence mandates, or legal constraints despite our companion's transit, physical attendance, and counter queue effort, a flat fee of ₹299 applies to cover companion time, transit, and queue standing. Any remaining hourly balance will be refunded to the Client.

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4. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• Client or patient is unavailable or uncontactable when the companion arrives
• Client provided incorrect hospital, ward, or timing information and the companion was unable to locate them
• Cancellation made less than 12 hours before the scheduled appointment without a documented medical emergency
• Client terminated the service due to dissatisfaction with companion conduct but failed to report the issue to Corelatin before or during the assignment
• Fraudulent or disputed bookings under investigation
• Bookings cancelled after the companion has completed more than 75% of the booked duration

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5. Medical Emergency Cancellations

We recognize that medical emergencies can cause unavoidable last-minute cancellations. If you need to cancel due to a sudden medical emergency:

1. Call us immediately at +91-9870550407
2. Submit documentation (hospital admission slip, discharge note, or doctor's certificate) within 72 hours
3. Our team will review and process a refund of 75%–100% based on the circumstances

We handle such cases with empathy and will not deny a legitimate emergency refund request backed by documentation.

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6. Companion-Side Cancellations

In rare circumstances, a confirmed companion may be unable to attend due to illness, emergency, or unavailability. In such cases:

• Corelatin will attempt to arrange an alternative companion as soon as possible
• If no replacement is available, you will receive a 100% refund + a ₹200 goodwill platform credit valid for 90 days
• You will be notified at least 2 hours before the scheduled appointment if a companion cannot be assigned

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7. Rescheduling Policy

Rescheduling (changing the date/time of an existing booking) is permitted free of charge if done more than 12 hours before the appointment. Rescheduling within 12 hours is treated as a cancellation and re-booking, and the standard cancellation policy applies.

To reschedule, contact us at +91-9870550407 or email support@corelatin.in with your booking reference and new preferred date/time.

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8. Disputes & Escalation

If you are dissatisfied with our refund decision, escalate to Shubham, Grievance Officer, within 30 days of the refund decision:

• Email: support@corelatin.in — subject: Refund Dispute – [Booking ID]
• Phone: +91-9625700843
• Response time: acknowledgement within 48 hours; resolution target within 30 days
• If unresolved, see Terms of Service §18 and Consumer Commission rights under the CPA 2019

You also retain the right to approach the National Consumer Disputes Redressal Commission (NCDRC) under the Consumer Protection Act, 2019.