Clear cancellation and refund rules for bookings made through the ChillUp service marketplace.
Cancel at least 10 days before the session.
Cancel 4–9 days before the session.
Cancel 2–3 days before the session.
This Cancellation & Refund Policy explains how cancellations, refunds and related booking issues are handled on ChillUp, a service marketplace operated by Metiva Technologies Private Limited.
ChillUp allows Customers to discover and book services offered by independent Buddies. Because a booking may reserve a Buddy's time and availability, cancellation eligibility depends on how close the cancellation is to the scheduled session.
Customers may request cancellation of a confirmed booking through the available cancellation option in the ChillUp platform.
The refund percentage is determined according to the time remaining before the scheduled session. The applicable cancellation window is calculated using the scheduled session date and time recorded by ChillUp.
Customers who cancel a confirmed booking at least 10 calendar days before the scheduled session time are eligible for a 100% refund of the eligible booking amount.
Customers who cancel between 4 and 9 calendar days before the scheduled session time are eligible for a 75% refund of the eligible booking amount.
Customers who cancel between 2 and 3 calendar days before the scheduled session time are eligible for a 50% refund of the eligible booking amount.
Cancellations made less than 48 hours before the scheduled session are generally not eligible for a standard refund. Exceptional circumstances may be reviewed under the provisions below.
The refund percentage applies to the amount eligible for refund under the booking terms displayed to the Customer before payment.
Any applicable platform fee, convenience fee, payment processing charge, tax, or other non-refundable component will be treated according to the applicable booking terms shown at the time of payment.
ChillUp will display applicable charges and refund-related information as clearly as reasonably possible before a Customer confirms a booking.
Buddies are expected to honour confirmed bookings and maintain the availability they have committed to on the platform.
If a Buddy cancels a confirmed booking for reasons attributable to the Buddy, ChillUp may provide the Customer with an applicable refund and may also assist the Customer in finding another available Buddy where reasonably possible.
Repeated or unjustified Buddy cancellations may result in additional platform action, including warnings, temporary restrictions, reduced visibility, suspension or removal from the marketplace, subject to ChillUp's applicable rules and review process.
If a Buddy does not attend the confirmed session without an acceptable reason and the Customer has reasonably complied with the booking requirements, the Customer may report the incident to ChillUp.
After reviewing the available booking and communication information, ChillUp may determine an appropriate refund or other resolution.
Customers should report a Buddy no-show as soon as reasonably possible and, where possible, retain relevant booking or communication information.
If a Customer fails to attend a confirmed session or is unavailable at the agreed meeting point or time without cancelling within the applicable cancellation window, the booking may be treated as a Customer no-show.
Customer no-shows are generally not eligible for a standard refund, because the Buddy may have reserved the relevant time and incurred an opportunity cost.
Exceptional circumstances may be reviewed at ChillUp's discretion.
Safety takes priority over completing a booking. A Customer or Buddy should not continue with a session if they reasonably believe that the situation has become unsafe.
Where a booking is cancelled because of a genuine safety concern, threat, harassment, inappropriate conduct or another serious safety-related incident, the affected user should report the issue to ChillUp as soon as possible.
ChillUp may review the circumstances and may provide an exception to the standard cancellation policy where appropriate.
If you are in immediate danger, contact local emergency services or the appropriate authorities first. ChillUp support should not be treated as a substitute for emergency services.
If a booking cannot take place because of a material technical issue, platform failure, payment issue or other problem attributable to ChillUp, the Customer should contact support as soon as reasonably possible.
ChillUp will review the transaction and, where appropriate, provide a refund or alternative resolution based on the circumstances.
Where a payment has failed but the Customer's account has been debited, the transaction will be handled in accordance with the applicable payment system and banking/payment-provider processes. RBI has prescribed turnaround frameworks for certain failed electronic payment transactions.
Once a refund is approved, ChillUp will initiate the refund through the applicable payment channel or payment service provider.
The time for the amount to appear in the Customer's bank account, card, UPI account or other payment instrument may depend on the payment gateway, bank, card network or payment service provider.
A refund being initiated by ChillUp does not necessarily mean that the amount will appear instantly in the Customer's account.
If a Customer believes they have been charged more than once for the same booking or have been charged an incorrect amount, they should contact ChillUp support with the relevant transaction details.
After verification, any confirmed duplicate or erroneous charge will be handled through the applicable payment and refund process.
Customers and Buddies should first try to resolve ordinary booking coordination issues through the ChillUp platform and support channels.
For disputes involving non-attendance, inappropriate conduct, service quality, safety concerns or alleged policy violations, ChillUp may review relevant information available on the platform, including booking details and applicable communications, subject to its Privacy Policy.
A refund decision may depend on the specific facts and evidence available for the booking.
ChillUp may investigate refund requests where there are reasonable indications of fraud, misuse, manipulation, false claims, repeated abusive cancellation behaviour or attempts to obtain services without payment.
Where appropriate, ChillUp may suspend or restrict an account while reviewing such activity and may take further action under the Terms & Conditions.
ChillUp may review individual cases involving circumstances outside a Customer's or Buddy's reasonable control, including serious emergencies, natural disasters, major travel disruption, government restrictions or other exceptional events.
Any exception is considered on the circumstances of the particular booking and does not automatically change the standard cancellation schedule for future bookings.
Where available, Customers should use the cancellation or support option within the ChillUp platform.
For issues requiring manual review, contact:
metivatechnologies@gmail.comPlease include your booking details, the relevant session date and time, and a brief description of the issue. Providing accurate information helps us review the request efficiently.
ChillUp may update this Cancellation & Refund Policy from time to time to reflect changes in the platform, payment processes, applicable law or operational requirements.
The version published on the ChillUp website will apply to bookings made after the effective date of the updated policy, unless otherwise required by applicable law.
This policy is intended to clearly explain ChillUp's standard cancellation and refund process. Nothing in this policy is intended to exclude or restrict any rights or remedies that cannot legally be excluded or restricted under applicable law.