Refund Policy

1. Cancellation Policy

1.1 Cancellation Timeline

Our cancellation policy is based on the time remaining before your scheduled service:

More than 24 Hours Before Service

• Full refund minus ₹500 processing fee
• Refund processed within 5-7 business days
• Original payment method will be credited

12 to 24 Hours Before Service

• 50% refund of the total booking amount
• Additional ₹200 processing fee applicable
• Refund processed within 5-7 business days

Less than 12 Hours Before Service

• No refund available
• Service preparations have already begun
• Partners and materials have been allocated

1.2 How to Cancel

You can cancel your booking through the following methods:

• Through the Sylonow app under "My Bookings"
• By calling our customer support helpline
• By sending an email to refunds@sylonow.com with your booking reference
• Through our website's booking management section

2. Refund Process

2.1 Initiating a Refund

To request a refund, please follow these steps:

• Contact our support team within the eligible cancellation timeframe
• Provide your booking reference number
• State the reason for cancellation
• Confirm your preferred refund method

2.2 Refund Timeline

Once your refund request is approved:

• Credit/Debit Card: 5-7 business days
• UPI: 3-5 business days
• Net Banking: 5-7 business days
• Digital Wallets: 1-3 business days

2.3 Refund Confirmation

You will receive an email confirmation once your refund has been processed. The confirmation will include the refund amount, transaction ID, and expected credit date. Please check your spam folder if you don't receive the confirmation within 24 hours.

3. Service-Specific Policies

3.1 Decoration Services

For home and venue decoration bookings:

• Cancellations must be made before decorators are dispatched
• Custom decoration materials may be non-refundable
• Venue-specific arrangements may have additional cancellation terms
• Rescheduling is available up to 24 hours before the service

3.2 Private Theatre Bookings

For private theatre experiences:

• Cancellation policies may vary by theatre partner
• Peak hours and weekends may have stricter cancellation terms
• Rescheduling subject to availability
• No-shows are not eligible for refunds

3.3 Gift and Cake Delivery

For gift and cake orders:

• Perishable items (cakes, flowers) cannot be refunded once prepared
• Cancellation must be made before order preparation begins
• Customized gifts may be non-refundable
• Damaged items during delivery are eligible for full refund or replacement

4. Special Circumstances

4.1 Emergency Situations

We understand that emergencies happen. In the following situations, we may consider full refunds on a case-by-case basis:

• Medical emergencies (with supporting documentation)
• Natural disasters or severe weather conditions
• Government-imposed restrictions or lockdowns
• Death in the immediate family
• Unforeseen travel restrictions

4.2 Service Failure

If Sylonow fails to deliver the booked service:

• Full refund will be processed automatically
• Additional compensation may be offered at our discretion
• Priority rebooking for future services
• Complimentary upgrade on next booking

4.3 Partial Service Delivery

If only part of the service was delivered or the service did not meet the agreed specifications, we will assess the situation and offer a proportional refund or service credit.

5. Non-Refundable Items and Services

The following are not eligible for refunds:

• Services cancelled within 12 hours of the scheduled time
• No-show bookings (failure to be present or receive our team)
• Damage caused to decorations or equipment by the customer
• Additional charges for venue changes requested by the customer
• Customized items that have already been prepared
• Promotional or discounted bookings (unless otherwise specified)
• Gift cards and vouchers (unless required by law)
• Services that have been fully rendered

6. Rescheduling Policy

6.1 Free Rescheduling

You can reschedule your booking free of charge if:

• Request is made more than 24 hours before the scheduled service
• New date is within 30 days of the original booking
• Same service package is selected
• Subject to availability

6.2 Rescheduling Fees

A rescheduling fee may apply if:

• Request is made within 12-24 hours: ₹300 fee
• New date is more than 30 days from original booking: ₹200 fee
• Upgrade to a different package: Price difference applies

7. Satisfaction Guarantee

7.1 Our Commitment

We are committed to your satisfaction. If you are not completely satisfied with our service, we offer a 95% satisfaction guarantee. This means:

• Contact us within 24 hours of service completion
• Provide details of your concerns
• We will work to resolve the issue promptly
• Resolution options include partial refund, service credit, or rebooking

7.2 Quality Issues

If you experience quality issues with our service, please document the issue with photos or videos and contact our support team immediately. We take all quality complaints seriously and will investigate thoroughly.

8. Dispute Resolution

8.1 Filing a Dispute

If you disagree with a refund decision, you can file a dispute by:

• Emailing refunds@sylonow.com with subject "Refund Dispute"
• Including your booking reference and detailed explanation
• Attaching any supporting documentation

8.2 Resolution Timeline

We aim to resolve all disputes within 7-10 business days. You will receive updates on the status of your dispute via email. Our decision on disputes is final but we always strive to be fair and reasonable.

9. Contact for Refunds

For refund requests and cancellation inquiries, please contact us:

Email: refunds@sylonow.com

Subject Line: Refund Request - [Your Booking Reference]

Response Time: Within 24 hours

Processing Time: 5-7 business days after approval

Company Name: Sylonow

Launch Date: July 2025

Headquarters: Bengaluru, Karnataka, India

Founders: Sangamesh, Srikanth & Gagan

Industry: Celebration & Surprise Services

Business Model: B2C & B2B – Platform-based

Service Areas: Now serving in Bengaluru, and coming soon to other cities across India

10. Policy Updates

We may update this Refund Policy from time to time. When we make changes:

• We will update the "Last Updated" date at the top of this page
• Significant changes will be communicated via email or app notification
• Changes will not affect bookings made before the update
• Your continued use of our services constitutes acceptance of the updated policy