Refund & Cancellation Policy

At BhaktiiSetu, we aim to keep our refund, cancellation, rescheduling, and return process clear and transparent. This policy explains the applicable timelines for Puja services, Samagri orders, combined packages, and other services.

Last Updated: 07 September 2026

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Table of Contents

1. Puja Refunds — At a Glance
2. How to Request a Refund
3. Refund Processing Time
4. Situations Where Refund is Full
5. Cancellation by BhaktiiSetu
6. Samagri — Returns & Refunds
7. Puja + Samagri Packages
8. Live Stream Packages
9. Non-Refundable Items
10. Disputes & Escalation
11. Contact for Refunds

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1. Puja Refunds — At a Glance

Our refund amount depends on when you cancel your Puja booking.

Refunds are subject to the specific terms below and any applicable legal requirements.

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2. How to Request a Refund

To request a cancellation or refund, contact our Refunds Team through:

WhatsApp: +91 77570 57437
Email: refunds@bhaktiisetu.com

Please provide:

• Booking ID
• Date and time of the original Puja
• Reason for cancellation, if you wish to provide one
• Preferred refund method, where applicable

Refunds will normally be issued to the original payment method unless another method is agreed upon and permitted.

We aim to acknowledge refund requests within 2 hours during business hours and communicate the applicable refund amount within 24 hours.

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3. Refund Processing Time

Once a refund has been approved and initiated, the time required for the amount to appear in your account may depend on the payment provider or banking institution.

Typical processing times are:

• Original payment source: 5–7 business days
• UPI refunds: Typically 1–3 business days
• International bank transfers: Typically 7–14 business days

BhaktiiSetu will send an email confirmation once the refund has been initiated.

Actual crediting time may vary depending on the payment gateway, bank, currency, and destination country.

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4. Situations Where Refund is Full

A full refund may be provided regardless of the normal cancellation timeline in the following circumstances:

• The assigned Pandit Ji becomes unavailable and an equivalent alternative cannot reasonably be arranged.
• BhaktiiSetu cancels the scheduled Puja for operational reasons.
• A force majeure event prevents the Puja from being performed.
• A technical failure on BhaktiiSetu’s side prevents an Online Puja from being completed and the service cannot reasonably be rescheduled.

Where appropriate, we may offer the customer the option to reschedule the service instead of receiving a refund.

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5. Cancellation by BhaktiiSetu

In exceptional circumstances, including operational issues, safety concerns, technical problems, or force majeure events, BhaktiiSetu may need to cancel or postpone a booking.

If we cancel a booking, we will make reasonable efforts to:

1. Notify you as soon as reasonably possible through WhatsApp, email, or phone.
2. Offer a suitable alternative date or full refund.
3. For international customers, process the refund using the applicable payment method and transaction information available to us.

Currency conversion and exchange-rate differences may arise when an international payment is refunded. Where supported by the payment provider, we will make reasonable efforts to process the refund in accordance with the original transaction.

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6. Samagri — Returns & Refunds

Puja Samagri and other physical products are subject to different return and refund rules because they are physical goods.

Damaged, Defective, or Incorrect Item

If you receive an item that is:

• Damaged during delivery
• Defective
• Incorrect or different from the item ordered

you may request a refund or replacement within 7 days of delivery.

Where the claim is accepted, the applicable product and shipping charges may be refunded.

Customers may be required to provide photographs, videos, packaging information, or other evidence to help us verify the issue.

Unopened Items — Change of Mind

For eligible unopened products, a return may be accepted subject to:

• 10% restocking deduction
• Return shipping costs being borne by the customer

The product must be unused, unopened, and in its original condition and packaging.

Opened, Used, or Customised Items

Opened, used, personalised, customised, energised, blessed, or specially prepared items may not be eligible for return.

This may include products such as:

• Energised Rudraksha
• Blessed Yantra
• Customised Puja items
• Other products prepared specifically for an individual customer

Exceptions may apply where the product is defective or incorrect.

International Customs Issues

BhaktiiSetu is not responsible for customs duties, import restrictions, customs delays, confiscation, or seizure arising from the laws of the destination country.

Orders affected by customs restrictions or seizure may not be eligible for a refund.

We will, however, make reasonable efforts to provide available documentation and assist with the relevant shipping information.

For delivery timelines and additional shipping conditions, please refer to our Shipping Policy.

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7. Puja + Samagri Packages

Where a booking includes both a Puja and Samagri, each component may be treated separately for refund purposes.

Puja Has Not Started & Samagri Has Not Shipped

A refund may be provided for the eligible amount, subject to applicable payment gateway fees.

Puja Has Not Started but Samagri Has Shipped

• The Puja portion will be handled according to the Puja cancellation terms.
• The Samagri portion will be handled according to the applicable Samagri return and refund terms.

Puja Has Already Been Performed

The Puja portion is generally non-refundable once the service has been performed or commenced.

Any eligible refund or return relating to the Samagri portion will continue to be governed by the applicable Samagri return rules.

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8. Live Stream Packages

Different refund rules may apply depending on the type of live-stream service purchased.

Live Stream — Watch Only

A full refund may be requested up to 2 hours before the scheduled live stream.

No refund will generally be available once the live stream has started.

Live Stream + Sankalp

Bookings that include a Sankalp are subject to the same cancellation and refund rules applicable to Puja services.

Live Monthly Pass

For eligible monthly passes, a pro-rated refund may be considered within the first 7 days of the subscription.

After this period, the monthly pass is generally non-refundable.

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9. Non-Refundable Items

The following services or items are generally not eligible for a refund once they have been delivered, performed, or initiated:

• Astrology consultations once the customised report or consultation has been delivered
• Vastu consultations once the applicable service or report has been delivered
• Numerology consultations once the applicable service or report has been delivered
• Donations or offerings made on behalf of a devotee at a temple
• Digital products after delivery or access, including PDFs and mantra audio recordings
• Recordings of completed Pujas
• Service fees relating to partially completed Yagnas or long-running rituals

Nothing in this section limits any mandatory consumer rights or remedies available under applicable law.

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10. Disputes & Escalation

If you disagree with a refund decision or are dissatisfied with the handling of your request, you may contact our Grievance Officer:

Email: grievance@bhaktiisetu.com

Please raise your grievance within 30 days of receiving the refund decision where reasonably possible.

Our Grievance Officer aims to respond within 7 working days.

If the matter remains unresolved, you may pursue any consumer or other legal remedies available to you under applicable law, including contacting the relevant consumer-protection authority in your jurisdiction.

For customers in India, you may also contact the National Consumer Helpline through the applicable government consumer-support channels.

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11. Contact for Refunds

For cancellation, rescheduling, or refund requests, please contact:

BhaktiiSetu — Refunds Team

Email: refunds@bhaktiisetu.com
WhatsApp: +91 77570 57437
Hours: Monday to Saturday, 9:00 AM – 8:00 PM IST

Please include your Booking ID in all refund-related communications so that we can process your request efficiently.

This Refund & Cancellation Policy is governed by the applicable laws of the Republic of India.

For additional customer obligations and service terms, please refer to our Terms & Conditions.