Refund & Cancellation Policy

In short

• Refunds depend on service category, time before the event, and—most importantly—the cancellation policy and refund tiers shown on the vendor’s Listing when you book.
• This document is the platform-level framework; your specific Booking is also governed by that Listing policy.
• Occaza’s booking request fee is a non-refundable platform charge (plus applicable taxes) unless mandatory law requires otherwise; it is not credited toward your service total.
• Non-refundable items may apply if clearly disclosed (for example certain fees or custom work already incurred).
• Timelines for money reaching your bank/card depend on banks and payment partners, not only Occaza.

Key definitions

• “Listing cancellation policy” — the rules and percentage tiers the vendor attaches to a service, shown before you pay.
• “Platform Policy” — this document.
• “Booking request fee” — an Occaza platform charge (plus applicable taxes) that may apply before a partner accepts your request; non-refundable except where mandatory law requires otherwise; not credited toward the service total.
• “Confirmed booking” — the service payment (and any other required steps shown in the app) has succeeded and the Platform confirms the Booking for that service. Paying only a booking request fee does not create a Confirmed booking for refund purposes relating to the service price.

1. Overview

This Platform Policy explains how cancellations, refunds, rescheduling, and related remedies generally work for customers. It works together with: (a) the Listing cancellation policy for your specific service; (b) the Customer Terms of Service; and (c) applicable law.

2. Booking request fee (Occaza platform charge)

Where the Platform charges Occaza’s booking request fee (plus applicable taxes, as shown before you pay):

• It is non-refundable in normal circumstances, including if the partner declines your request, the request expires, or you withdraw before a Confirmed booking for the service—except where mandatory law requires a different outcome.
• It is not a prepayment toward the vendor’s service price and is not treated as a deposit toward the service total.
• It is not remitted to the vendor as service revenue.
• Invoices or receipts may be available in the app where offered.

3. Listing-level rules are part of your booking

Before you pay, review the Listing cancellation policy (including any tiered refund percentages and cut-off times). Those rules form part of your agreement with the vendor for that Confirmed booking, administered through Occaza. If there is a conflict between a vendor’s published policy and this Platform Policy, the Listing policy controls for refund percentages and timing, except where mandatory law requires otherwise.

4. Category-based nature of refunds

Because Occaza supports many service types, practical outcomes vary:

• Venues — often stricter due to blocked dates;
• Catering / meals — depends on procurement and preparation stage;
• Decoration — depends on customization and materials;
• Entertainment — depends on date commitment and preparation;
• Equipment / support — depends on dispatch and setup commitments.

5. What to check before booking

Review: service area; package inclusions/exclusions; travel or setup charges; Listing cancellation policy; venue security deposit terms where shown; rescheduling rules; no-show terms; weather or force majeure handling if stated.

6. Customer-initiated cancellation

If you cancel a Confirmed booking, refunds (if any) follow the Listing cancellation policy and timing, generally as follows (unless the Listing says differently):

• Within any free-cancellation window disclosed on the Listing — you may receive a full or near-full refund of eligible amounts (subject to disclosed non-refundable components);
• After that window — partial refund may apply;
• Close to the event — lower or zero refund may apply;
• After service has begun or same-day no-show — often non-refundable, by category.

Add-on quotes (additional scope or items agreed after the original Booking) are separate charges. GST on add-on service, where applicable, is collected on the partner's behalf. Refunds or adjustments for paid add-ons follow the disclosures at add-on checkout, the Listing (where relevant), and this Platform Policy—not automatically the same percentages as your original service line.

Venue security deposits (where applicable) are governed by the Listing, checkout text, and any post-event assessment shown in the Platform. Release or forfeiture may depend on condition, time, and evidence, as disclosed for that Booking.

7. Non-refundable components

The following may be non-refundable if clearly disclosed at checkout or on the Listing:

• Occaza’s booking request fee (and applicable taxes), as described in section 2;
• certain platform or convenience fees on the service (including Occaza’s platform fee and GST on that fee, where shown); partner-service GST is not collected by Occaza in the current marketplace model;
• payment gateway charges where partners do not reverse fees;
• blocked-date or rush fees;
• custom décor, printing, or similar sunk costs;
• perishable goods already procured;
• other specific non-refundable lines shown before payment.

8. Vendor cancellation

If a vendor cancels a Confirmed booking without valid cause, you may be eligible for full refund of eligible amounts, help with rebooking, platform credit, or another fair remedy as Occaza determines under policy and law.

9. Occaza or technical cancellation

Occaza may cancel in cases such as: obvious pricing error; duplicate or failed transaction; fraud risk; legal restriction; confirmed vendor unavailability before fulfilment; or serious technical failure. If payment was captured, we will process an appropriate refund of eligible amounts.

10. Rescheduling

Rescheduling requires vendor agreement, availability, and acceptance of any price or scope changes. It is not guaranteed.

11. Service issues after delivery

For quality or incomplete service (as opposed to pre-event cancellation), Occaza may facilitate partial refund, credit, re-performance, or dispute resolution depending on evidence and category.

12. Refund method and timelines

Approved refunds are sent to the original payment source or another lawful method we support. Indicative timelines (banking and partners may vary):

• UPI / wallet: 1–5 business days;
• Card / net banking: 5–10 business days;
• Manual bank transfer: up to 15 business days.

These are estimates, not guarantees.

13. Chargebacks and abuse

Fraudulent or abusive chargebacks after valid fulfilment or refund may lead to account action, recovery of amounts, and use of transaction records in disputes.

14. Dispute review

Occaza may request documents, media, chat logs, or vendor evidence. Our operational decision is based on available evidence and does not remove rights you may have under applicable law or before consumer forums.

15. Mandatory consumer rights

Nothing in this Platform Policy limits non-waivable rights under the Consumer Protection Act, 2019 or other Indian law.

16. Contact

• All enquiries (support, grievance): [email protected]
• Registered office: OCCAZA EVENTS (OPC) PRIVATE LIMITED, URBTECH TRADE CENTRE, SECTOR 132, NOIDA, GAUTAM BUDDHA NAGAR, GEJHA, GAUTAM BUDDHA NAGAR, DADRI, UTTAR PRADESH, INDIA, 201304