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 +91-7398405299 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 UPI / Net Banking / Card Payments: 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.

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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 +91-7398405299
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 +91-7398405299 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, you may escalate to our Grievance Officer within 30 days of the refund decision:

• Email: support@corelatin.in with subject line "Refund Dispute – [Booking ID]"
• Response time: 5 business days
• If unresolved, disputes are subject to arbitration under our Terms of Service

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