Refund & Cancellation Policy

1. Preamble and Acceptance

This Refund and Cancellation Policy ("Policy") governs all bookings, enquiries, confirmations, and payments made by You ("Guest", "Traveller", "You", "Customer") with Satmarg through the website www.satmarg.com (the "Platform"), WhatsApp, telephone, email, or any other channel.

By confirming any booking, making any payment (whether full, partial, token, or advance), or availing any Service, You unconditionally accept and agree to be bound by this Policy, read together with the Terms of Service and Privacy Policy. Your acceptance is conclusive and irrevocable, and operates as a valid agreement under the Indian Contract Act, 1872 and the Information Technology Act, 2000.

The Company reserves the right to refuse, modify, or revoke any booking in accordance with the terms of this Policy and applicable law. Where such action is taken, the Company will communicate the reason to the Guest in writing and process any refund due in line with this Policy.

2. Nature of Services and Money Movement

2.1 Composite Nature of Bookings

Satmarg Packages are composite services comprising, without limitation, accommodation, transport, boat reservations, temple-entry bookings, priest services, aarti seating, meals, briefing documents, and coordination. A substantial portion of every confirmed booking is immediately deployed to third-party Suppliers including but not limited to:

• Hotels and guest houses;
• Boat operators and waterway licence holders;
• AC cab and vehicle operators;
• Temple trusts (for reserved aarti seats, temple-entry bookings, abhishek);
• Brahmin priests and ritual officiants;
• Railway and airline carriers (if booked on Your behalf);
• Meal vendors, photographers, interpreters, and historians;
• Government-approved permit bodies.

2.2 Immediate Supplier Disbursement

The Company may, at its sole discretion, forward payments to Suppliers at any time after Booking Advance is received — including within minutes of booking confirmation. These disbursements are made to secure inventory (hotel rooms, boat slots, reserved seats, priest schedules) that otherwise cannot be held, especially for peak, festival, and short-notice bookings.

Once such disbursement occurs, the amount stands irrevocably expended and is not recoverable by the Company. Cancellation rules imposed by third-party Suppliers are separate from, and substantially stricter than, this Policy. The Guest unconditionally acknowledges that:

• The Company cannot refund amounts already forwarded to Suppliers;
• Supplier cancellation penalties are NOT the Company's loss but the Guest's loss;
• The refund schedule in this Policy reflects the operational reality of upfront supplier commitments;
• The Guest has no claim against the Company for Supplier-retained funds.

2.3 Payment Schedule

Subject to Clause 2.4 below, the default payment schedule is:

• 50% of the total quoted amount at the time of booking confirmation (the "Booking Advance");
• 30% no later than one (1) month before the commencement of the Package (the "Interim Payment");
• Balance 20% on the day of arrival, before services commence (the "Final Payment").

Where a Package is booked less than one month before commencement, the Booking Advance and Interim Payment fall due together at confirmation.

Failure to make the Interim Payment or the Final Payment by the stipulated date shall be treated as a cancellation by the Guest, and the Company shall retain all amounts already paid, without further notice or demand.

2.4 Variable Advance Structure — Package-Specific

The Company reserves the absolute right to require a higher advance, up to 100% of the Package price, where the nature of the booking requires immediate Supplier commitment. This applies, without limitation, to:

• Bookings made within 30 days of departure;
• Peak / Festival Packages booked within 90 days of the festival date;
• Short-notice add-ons (priest-led abhishek, photographer's boat, helicopter darshan);
• Multi-city circuits (Varanasi + Ayodhya + Prayagraj, Varanasi + Bodhgaya) where inter-city transport is ticketed immediately;
• Private boat or vehicle upgrades where Supplier requires 100% advance to hold;
• Group bookings of 10+ pilgrims where inventory blocking requires upfront payment to multiple Suppliers;
• Any Package whose Suppliers require the Company to pay 100% in advance.

The specific advance structure applicable to Your booking will be stated in Your quote. Your payment of the quoted advance shall be deemed irrevocable acceptance of that advance structure, including any deviation from the default schedule in Clause 2.3.

2.5 No Obligation to Reveal Internal Margins

The Company is not obligated to disclose the proportion of the Guest's payment that is disbursed to Suppliers versus retained as administrative/operational margin. The refund schedule in this Policy is a holistic, commercially reasonable allocation of cancellation risk and does not require itemised supplier-cost breakdown from the Company.

3. Cancellation by Guest — Standard Packages

The following schedule applies to all standard (non-peak, non-festival) bookings. "Days to Departure" is calculated from the date the Company receives a written cancellation request (email or WhatsApp with timestamp acknowledgement by the Company). Oral or implied cancellations are not recognised.

3.1 Processing Fee (Travel Packages Only)

This clause applies only to travel packages and other booked services. It does not apply to digital reports, which are governed by Clause 2A.

A non-refundable Processing Fee of ₹2,500 per person or 10% of the Package price, whichever is higher, shall be retained by the Company from every package refund regardless of notice period. This fee covers administrative overhead, payment gateway charges, accounting, staff time, and correspondence already undertaken, and is irrespective of the cause of cancellation.

3.2 Payment Gateway / Bank Charges

All transaction fees, payment gateway charges, foreign exchange conversion charges, and bank transfer charges shall be borne by the Guest. Where a refund is payable, the Company shall deduct such charges from the refund amount. For card payments, the Company may additionally deduct the card network fee (typically 2–3%) that is non-recoverable from the gateway.

3.3 Credit Note Default

At the Company's sole discretion, the Company may issue a Credit Note in lieu of cash refund. The Credit Note shall:

• Be valid for twelve (12) months from issue;
• Be usable against any Satmarg Package of equivalent or higher value (price differential payable by the Guest);
• Be transferable only to a first-degree relative (spouse, parent, child, sibling) with the Company's prior written consent;
• Have no cash-redemption value.

4. Cancellation by Guest — Peak / Festival Packages

"Peak / Festival Packages" means any Package booked for, or overlapping with, any of the following dates (as varying by the traditional lunar calendar): Dev Deepawali, Kartik Purnima, Mahashivratri, Maha Kumbh Mela, Ardh Kumbh Mela, Magh Mela, Pitru Paksha, Navratri (Chaitra and Sharad), Diwali, Govardhan Puja, Chhath, Ganga Dussehra, Ram Navami, Makar Sankranti, Pongal, Holi, Guru Purnima, and any other date notified by the Company as Peak / Festival at the time of booking.

4.1 Dev Deepawali — Non-Refundable

Bookings for Dev Deepawali are non-refundable once confirmed, irrespective of the notice period in the table above. Rooms, boat seats, sugam darshan passes and vehicles for the Dev Deepawali night are purchased and paid for by the Company months ahead, on terms that permit no cancellation and no resale. The Company therefore cannot recover these amounts and does not represent that it can.

This clause is stated on every Dev Deepawali quote before payment is taken, and payment of the Booking Advance constitutes acceptance of it. It operates subject to Clause 7 (Force Majeure) and Clause 8 (Medical Emergency), which continue to apply.

Where the district administration alters boat timings, the boarding ghat, aarti arrangements or darshan access on the day — as it routinely does for crowd control — the Package is treated as delivered and no refund arises. The Company will make reasonable efforts to provide the nearest equivalent arrangement.

4.2 Rationale

Hotels, boats, VIP aarti passes, priest schedules, and temple reservations for Peak / Festival dates are blocked three to six months in advance with 100% non-refundable deposits to Suppliers. Inventory once released cannot be resold at short notice. Peak-date cancellations therefore result in near-total loss of the booking amount. The Guest acknowledges this reality and agrees that the stricter schedule is commercially reasonable and legally valid.

5. Cancellation by Company

The Company reserves the right to cancel or reschedule any booking at its sole discretion for reasons including but not limited to: insufficient minimum group size, closure of temples/ghats by authorities, government directives or court orders, non-receipt of Final Payment, unsuitable Guest conduct at booking, fraudulent or incomplete information, or Force Majeure (Clause 7).

5.1 Remedies on Company Cancellation

Where the Company cancels a booking for reasons within its control (insufficient group size, avoidable closure) and no substitute is accepted:

• Credit Note of equivalent value (default form);
• OR cash refund, minus Processing Fee and non-recoverable Supplier amounts;
• OR reschedule to a mutually agreed date within twelve (12) months.

For Guest-attributable cancellations (non-payment, fraud, wrong info), no refund shall be payable. For Force Majeure, Clause 7 applies.

6. Cancellation During or After Commencement

6.1 No Refund for Unutilised Services

Once the Package commences — defined as the earlier of (i) Guest pickup/arrival, (ii) hotel check-in, or (iii) 00:00 hrs on the Package start date — no refund shall be payable for any service partially used, unused, or declined, including without limitation: meals not taken, boat rides declined or missed, temple darshan refused or foreshortened, Sarnath/Ayodhya/Prayagraj transfers declined, hotel nights not slept in, briefing documents not collected, priest-led rituals declined mid-ceremony, guide or interpreter services returned unused, aarti seats not occupied.

The Company incurs the same cost to Suppliers whether the Guest avails the service or not.

6.2 Early Departure by Guest

If the Guest voluntarily terminates the Package for any reason before scheduled completion — including personal preference, minor health concerns, family matters, change of mind, employment demands, weather discomfort, or homesickness — no pro-rata refund shall be payable. Onward travel and alternate accommodation shall be at the Guest's own cost.

6.3 Expulsion by Company — Total Forfeiture

The Company retains the absolute right to immediately expel any Guest from the Package for violation of the Code of Conduct, including abusive behaviour towards staff or fellow-guests, intoxication, solicitation, theft, violation of temple protocol after warning, failure of hygiene, political or religious proselytising, or any act bringing disrepute to the Company. Expelled Guests shall not be entitled to any refund whatsoever. The Guest shall arrange their own onward travel at their own cost and shall also indemnify the Company for any damage caused.

7. Force Majeure

7.1 Definition

"Force Majeure" means any event beyond the reasonable control of the Company, including: acts of God (flood, earthquake, cyclone, landslide); war, terrorism, riots, civil unrest, curfew, lockdown; pandemic, epidemic, public health emergency; government action (advisory, directive, airport/rail closure, ghat blackout, temple closure); fire, explosion, infrastructure breakdown; strikes by transport/hotel/temple personnel; temple trust suspension of darshan; internet/banking/payment system failure beyond 48 hours; and any event declared Force Majeure by any Indian state or the Union of India.

7.2 Consequence

In a Force Majeure event, the Company's obligations shall be suspended or discharged without liability. The Company shall endeavour, at its sole discretion and without obligation, to:

• Substitute an equivalent experience within the remaining Package window;
• Offer a Credit Note valid for twelve (12) months against any Satmarg Package (less Processing Fee, Gateway Charges, and non-recoverable Supplier costs);
• Rebook to a mutually agreed alternate date within twelve (12) months, subject to availability and price differential (Guest pays).

Under no circumstances shall Force Majeure entitle the Guest to a cash refund of the full amount paid. The Guest expressly waives any right to claim cash refund of Supplier-forwarded amounts, damages, interest, consequential loss, travel insurance reimbursement shortfall, compensation for wasted leave or time, or any other claim arising from Force Majeure.

7.3 Travel Insurance

The Guest is strongly advised, and shall be solely responsible, to purchase comprehensive travel insurance covering trip cancellation, medical emergency, baggage loss, and Force Majeure at the time of booking. The Company accepts no liability for the Guest's failure to do so.

8. Medical Emergency — Limited Exception

As a gesture of goodwill and entirely at the Company's sole discretion, the Company may reschedule (not refund) the Package within twelve (12) months if the Guest is prevented from travelling by a documented, bona fide medical emergency affecting the Guest or a first-degree relative (spouse, parent, child, sibling).

8.1 Required Documentation

The Guest must furnish, within seven (7) days of the cancellation request: original medical certificate from an MCI/NMC-registered practitioner on official letterhead stating travel is medically inadvisable; hospitalisation discharge summary if applicable; photo identity of the Guest (and affected relative); proof of relationship; declaration that travel insurance does not cover the cancellation.

Any deficiency, delay beyond 7 days, or documentation subsequently found to be fabricated or exaggerated shall void this exception and trigger the standard cancellation schedule.

8.2 Price Differential & Single Exception

If rescheduled to a higher-price season, the Guest pays the differential. This medical exception is available to a Guest only once in any 24-month period. Subsequent medical cancellations follow the standard schedule.

9. Weather Disruption — Partial Substitute

9.1 Ganga Flood or Authority Cancellation

Where the Ganga water level exceeds the safe bathing/boating mark and boats are cancelled by State or District authorities, the Company shall:

• Substitute a guided ghat walk of equivalent duration (default remedy); AND
• Provide a part-refund of ₹2,500 per person per missed boat as full and final settlement of the boat component.

If the Guest voluntarily declines the substituted ghat walk, no further refund shall be payable.

9.2 Temple Closure

Where a specific temple closes on Your visit date due to special ceremony or trust directive, the Company shall substitute a comparable temple. No refund shall be payable for the originally-listed temple.

10. Refund Processing

10.1 Default Form

All refunds sanctioned by the Company shall, at the Company's sole discretion, be issued as:

• Credit Note in the Guest's name, valid for twelve (12) months (default form); OR
• Bank transfer to the originating bank account only, where the Company agrees in writing to cash refund.

10.2 Timeline

Where cash refund is approved, the amount shall be transferred within twenty-one (21) to sixty (60) working days from the Company's written approval. Delays caused by the Guest's bank, payment gateway, card issuer, or incorrect bank details are not the Company's responsibility.

10.3 Mandatory Deductions

The following are mandatorily deducted from any approved refund: Processing Fee (Clause 3.1 or 4), payment gateway/bank charges, third-party Supplier cancellation charges per Clause 2.2, foreign exchange differential, and card network non-recoverable fees.

10.4 Refund Only to Originating Account

Cash refunds are made only to the originating bank account or card used for payment. The Guest cannot nominate an alternate account. Where the originating account has been closed, the Guest shall provide proof of closure and substitute account documentation subject to verification.

11. Chargebacks and Unilateral Reversal

11.1 Raising a Dispute

The Guest retains every right available under the rules of their bank, card network, UPI handler, or wallet operator, and nothing in this policy limits those rights. The Company simply asks — and does not require — that the Guest first contact the Grievance Officer named in Clause 15, because a direct resolution is almost always faster than a chargeback and the Company will refund a valid claim without one.

11.2 What Happens on a Chargeback

Where a chargeback is raised, the Company will respond to the bank or network with its records of the booking and any services already delivered, and will abide by that body's decision. A booking subject to a chargeback is treated as cancelled, with any refund calculated under the applicable schedule in Clauses 3, 4 or 5.

For the avoidance of doubt, the Company encourages Guests to raise any payment dispute first through [email protected]. Almost all disputes are resolved within fifteen (15) days through the grievance mechanism, and chargebacks are rarely necessary.

12. Group Bookings (10+ Pax)

For group bookings of ten (10) or more pilgrims:

• 50% advance required at booking confirmation;
• Balance 50% payable thirty (30) days before commencement;
• Free cancellation up to 45 days before: 100% refund minus Processing Fee + Gateway Charges;
• 31–45 days before: 50% retained;
• 15–30 days before: 85% retained, 15% refund minus Processing Fee;
• Less than 15 days: 100% retained — no refund;
• Headcount reduction up to 21 days before: no penalty; after 21 days: pro-rata retention per the schedule above.

The designated group leader binds all members. All refunds route only to the original paying account or to the group leader's written instructions.

13. Special Category Refusals — No Refund

No refund shall be payable where the cancellation is attributable to, or necessitated by, any of the following:

• Failure to produce valid identity documents, passport, or visa;
• Denial of boarding by airline, railway, or any transport carrier;
• Denial of entry at any temple, ghat, or site due to Guest's attire, conduct, or failure to observe protocol;
• Rejection by immigration, customs, or border authority;
• Arrest, detention, or prosecution of the Guest;
• Intoxication or controlled substances;
• Any act, omission, or condition attributable solely to the Guest;
• Loss, theft, damage, or destruction of Guest's personal property or documents;
• Failure of Guest's own transport to reach pickup point;
• Undisclosed dietary, allergic, or religious dispensary needs that cannot be accommodated.

14. Dispute Resolution

14.1 Good-Faith Negotiation

Any dispute shall first be raised in writing to the Grievance Officer at [email protected], and the parties shall make bona fide efforts to resolve within thirty (30) days.

14.2 Arbitration

Failing amicable resolution, either party may refer the dispute to arbitration under the Arbitration and Conciliation Act, 1996, before a sole arbitrator appointed by mutual agreement of the parties. If the parties cannot agree within thirty (30) days, the arbitrator shall be appointed by the competent court under Section 11 of that Act. Seat and venue: Varanasi, Uttar Pradesh. Costs shall be borne as the arbitrator directs.

Nothing in this clause affects the Guest's right to approach a Consumer Commission under the Consumer Protection Act, 2019, which remains available regardless of this policy.

14.3 Jurisdiction

Subject to Clause 14.2, the Courts at Varanasi, Uttar Pradesh shall have jurisdiction. This does not limit the Guest's statutory right under Section 34(2)(d) of the Consumer Protection Act, 2019 to file a complaint before the Consumer Commission where they ordinarily reside or work.

14.4 Governing Law

This Policy is governed by and construed in accordance with the laws of the Republic of India.

14.5 Consumer Forum

Nothing in this Policy excludes the Guest's rights under the Consumer Protection Act, 2019 that cannot lawfully be excluded. However, any consumer forum action shall also be filed only within the jurisdiction of Varanasi, Uttar Pradesh.

15. Grievance Officer

• For: Bytechakra (trading as Satmarg)
• Role: Grievance Officer / Customer Escalation
• Email: [email protected]
• Phone / WhatsApp: +91 77680 98790
• Working Hours: Monday to Saturday, 10:00–19:00 IST (excluding national and regional holidays)

Grievances shall be acknowledged within forty-eight (48) hours and resolved within thirty (30) days.

16. Limitation of Liability

Notwithstanding anything contained herein, the aggregate liability of the Company in respect of any claim arising from or relating to any booking, howsoever caused, shall not exceed the net amount actually received and retained by the Company in respect of that specific booking (net of Supplier-forwarded amounts).

Under no circumstances shall the Company be liable for consequential, incidental, indirect, punitive, exemplary, or special damages, including loss of profit, loss of business, loss of opportunity, loss of reputation, loss of expected spiritual benefit, emotional distress, mental anguish, disappointment, cost of alternative travel arrangements, or loss of leave/holiday time.

17. Miscellaneous

Amendment. The Company reserves the right to amend this Policy at any time. Revisions shall be published on the Platform with effective date. The version applicable to any booking shall be the version published at the time of booking confirmation.

Severability. If any provision is held unenforceable, the remainder shall continue in full force.

Entire Agreement. This Policy, together with the Terms of Service and Privacy Policy, constitutes the entire agreement between the parties.

Waiver. No failure or delay by the Company in exercising any right shall operate as a waiver.

Language. Executed in English. Any translated version is for convenience only; in case of conflict, the English version prevails.

Electronic Acceptance. The Guest's online payment, WhatsApp/email confirmation of booking, or tick-box acceptance on the Platform constitutes valid electronic acceptance under the Information Technology Act, 2000.

18. Acknowledgement

By making any booking, the Guest acknowledges:

1. They have read, understood, and accepted the entirety of this Policy;
2. They understand that payments may be forwarded to Suppliers immediately on booking, and that the strict refund schedule reflects this operational reality;
3. They have had reasonable opportunity to seek independent legal advice;
4. They accept these terms voluntarily, without duress;
5. The terms herein are commercially reasonable, proportionate, and voluntarily accepted;
6. They will maintain independent travel insurance for risks including cancellation and Force Majeure.