Cancellation & Refund

Section 01

• Provide clarity before a booking is confirmed
• Cover cancellation by client and cancellation by D I V Y A M®
• Cover refund eligibility and non-refundable booking advance
• Cover postponement and date change, credit adjustment, and booking transfer
• Cover vendor and production deductions, weather and force majeure situations
• Cover guest count reduction, scope reduction, refund timeline, payment gateway or bank charges, and dispute handling
• This policy should be read together with the approved quotation, proposal, invoice, booking confirmation, Terms of Service, and Booking & Payment Policy

Section 02

• A booking is confirmed only after the required booking advance is received and D I V Y A M® issues written confirmation
• Once a booking is confirmed, D I V Y A M® may reserve event date, planning time, catering team, hospitality staff, decor team, tentage team, lighting team, furniture and event inventory, kitchen or production capacity, vendor or partner slots, internal operations calendar, and management attention and coordination time
• Because these resources are reserved for the client, the booking advance may be non-refundable, unless specifically stated otherwise in writing

Section 03

• Refunds are not automatic
• Refund eligibility depends on date of cancellation, time remaining before the event, type of service booked, planning work already completed, vendor or partner commitments made, materials purchased, production or fabrication status, staff and inventory blocked, kitchen or catering preparation started, venue or location logistics arranged, payment terms accepted by the client, cancellation reason, and written policy or quotation terms
• D I V Y A M® will assess cancellation requests fairly, but any refund will be subject to deductions for actual work, planning, commitments, expenses, and opportunity cost

Section 04

• All cancellation requests must be submitted in writing
• Cancellation requests may be submitted through official email, WhatsApp to the authorized D I V Y A M® contact, written letter, or user panel request if available in future
• The cancellation request should include client name, event date, venue, booking reference if available, services booked, reason for cancellation, bank details for refund if applicable, and authorized representative confirmation
• A cancellation will be considered valid only after D I V Y A M® acknowledges it in writing
• Verbal cancellation will not be treated as final cancellation

Section 05

• If the client cancels a confirmed booking, refund or adjustment will be calculated based on the stage of planning and time remaining before the event
• D I V Y A M® may deduct booking advance, consultation and planning charges, proposal and design effort, menu planning effort, site visit cost, vendor or partner advances, material procurement cost, production or fabrication cost, staff blocking cost, inventory blocking cost, transport or logistics cost, administrative cost, payment gateway or bank charges, GST or tax impact where applicable, and opportunity cost for blocked dates
• The exact deduction may vary depending on service category and event status

Section 06

• Cancellation More Than 90 Days Before Event: Booking advance may remain non-refundable. Amount paid beyond the booking advance may be eligible for partial refund after deducting planning work, vendor commitments, administrative cost, payment gateway charges, and any actual expenses already incurred.
• Cancellation 61–90 Days Before Event: Booking advance may remain non-refundable. Up to 25%–40% of the total estimated service value may be deducted. Balance amount, if any, may be refunded or adjusted as credit at D I V Y A M®'s discretion.
• Cancellation 31–60 Days Before Event: Booking advance may remain non-refundable. Up to 50%–70% of the total estimated service value may be deducted. Refund, if any, will be calculated after actual cost assessment.
• Cancellation 15–30 Days Before Event: Booking advance may remain non-refundable. Up to 75%–90% of the total estimated service value may be deducted. Limited refund may be available only if D I V Y A M® has not incurred equivalent cost or commitments.
• Cancellation Less Than 15 Days Before Event: No refund may be applicable in most cases. Full or near-full charges may apply.
• Cancellation on Event Day or After Execution Begins: No refund will be applicable. The client may remain liable for the full agreed amount and any additional cost incurred.

Section 07

• Pure Vegetarian Catering: Cancellation close to event date may attract high deduction because food procurement and kitchen planning are time-sensitive
• Decor, Tentage, Lighting & Furniture: Customized, fabricated, floral, or production-heavy work may be non-refundable once ordered, approved, or started
• Complete Wedding Planning: Planning fees may be non-refundable once planning work begins
• Hospitality & Guest Management: Deductions depend on staff blocking, guest desk planning, hospitality kits, and team allocation
• Signature Experiences & Celebration Add-ons: Customized products may be non-refundable after approval or procurement

Section 08

• A postponement or date change request must be submitted in writing
• Date change is subject to availability of D I V Y A M®, teams, venue, vendors, partners, inventory, revised market prices, production status, time remaining, payment status, and written approval
• D I V Y A M® will make reasonable efforts to support date changes, but the original booking does not automatically transfer to a new date

Section 09

• Postponement may involve additional charges for re-planning, vendor rescheduling, staff rescheduling, material storage, re-procurement, re-fabrication, transport changes, price escalation, venue change impact, fresh site visit, administrative work, and opportunity cost
• If the new date falls in a higher-demand period, revised pricing may apply

Section 10

• Instead of a cash refund, D I V Y A M® may, at its discretion, offer a credit adjustment for a future event
• Credit adjustment may be subject to written approval, validity period, same client or family use, availability on new date, revised pricing, deduction of actual expenses already incurred, non-transferability unless approved, use within the agreed service city or location, and payment of additional difference if any
• Credit adjustment is not guaranteed and must be approved in writing

Section 11

• Transfer of booking to another person, family, event, or date is not automatic
• A transfer request may be considered only if D I V Y A M® approves it in writing, the new event is suitable, the new date is available, no major production loss has occurred, vendor and team commitments can be adjusted, a revised quotation is accepted, and additional charges if any are paid
• D I V Y A M® reserves the right to decline transfer requests

Section 12

• Reduction in guest count after confirmation does not automatically reduce the payable amount because D I V Y A M® may have already planned menu quantities, staff count, buffet layout, service equipment, kitchen preparation, decor scale, hospitality resources, furniture, logistics, and vendor commitments
• If guest count reduction is communicated before freeze deadlines and before procurement or production, D I V Y A M® may consider adjustments where feasible
• After guest count freeze, reduction may not result in refund or price reduction

Section 13

• If the client reduces the service scope after confirmation, refund or adjustment will depend on the stage of work
• Reduction in scope may include removing a function, reducing menu items, removing live counters, reducing decor area, reducing hospitality staff, removing furniture, reducing tentage or lighting, cancelling add-ons, removing signature experiences, or reducing guest services
• D I V Y A M® may not be able to refund amounts already committed toward planning, procurement, vendor payments, production, staff blocking, or inventory reservation

Section 14

• If the event is cancelled, postponed, delayed, restricted, or shifted due to venue-related issues, the client will remain responsible for applicable charges
• Venue-related issues may include venue cancellation, venue access denial, missing permissions, electricity limitations, fire safety restrictions, sound restrictions, loading/unloading restrictions, parking problems, weather exposure, society or local authority restrictions, venue management disputes, or incorrect venue information
• D I V Y A M® will try to assist with revised planning where feasible, but refund will depend on work completed, cost incurred, and commitments made

Section 15

• Weather and force majeure situations will be handled as per the Force Majeure / Weather Policy
• Such situations may include heavy rain, storm, flood, fire, earthquake, pandemic, government restriction, law and order issue, road blockage, venue closure, power failure beyond control, permission denial, natural disaster, or any event beyond reasonable control
• In such cases, refund may not be available for work already completed, materials procured, vendor commitments made, staff assigned, transport arranged, or services mobilized
• Where possible, D I V Y A M® may offer postponement, revised execution, credit adjustment, or partial adjustment based on feasibility and actual cost

Section 16

• D I V Y A M® may cancel, pause, or withdraw from a booking in serious cases including non-payment, unsafe venue conditions, illegal activity, misrepresentation by client, conflict with pure vegetarian commitment, abusive conduct toward team or partners, repeated non-cooperation, operational impossibility, force majeure, vendor or resource impossibility beyond control, or instructions that violate safety, hygiene, law, or brand standards
• Refund or adjustment, if any, will depend on the reason for cancellation, work completed, expenses incurred, and applicable legal advice
• If cancellation is due solely to D I V Y A M®'s inability to provide the confirmed service without client fault or force majeure, D I V Y A M® may offer refund, replacement service, revised scope, or alternative arrangement as appropriate

Section 17

• Refund may not be applicable where service delivery is affected by client-side issues such as late approvals, incorrect information, non-payment, missing permissions, venue access delays, guest count confusion, conflicting family instructions, last-minute changes, non-disclosure of allergies or food restrictions, unsafe or unsuitable venue conditions, refusal to follow agreed timeline, or instructions conflicting with pure vegetarian commitment
• D I V Y A M® will not be responsible for losses arising from such client-side failures

Section 18

• Refunds, if approved in writing, will be processed within 15 to 30 working days after written refund approval and receipt of verified bank details. Any refund amount will depend on the approved proposal, work already completed, purchases, customisation, vendor commitments, perishable items, taxes, payment gateway charges and the timing of written cancellation.
• Refund timelines may vary depending on bank processing time, payment gateway process, accounting review, GST or tax adjustment, vendor settlement, dispute verification, and internal approval
• Refunds will be made only to the original payer or verified bank account, unless otherwise approved in writing

Section 19

• Approved refunds may be subject to deductions for booking advance, planning charges, consultation charges, design charges, documentation work, site visits, vendor advances, material procurement, production or fabrication, staff blocking, inventory blocking, transport and logistics, payment gateway charges, bank charges, GST or tax impact, administrative cost, and any actual cost incurred by D I V Y A M®
• D I V Y A M® may provide a summary of deductions where appropriate

Section 20

• Payment gateway charges, bank charges, transaction fees, cheque bounce charges, reversal charges, and similar financial charges may be non-refundable
• GST or tax refund treatment will depend on invoice status, accounting rules, credit note eligibility, and applicable law
• If a tax invoice has already been issued, refund processing may require a credit note or accounting adjustment

Section 21

• Refunds, if approved, may be processed through bank transfer, original payment method, payment gateway refund, credit note, future event credit, or any other approved official method
• Cash refund should be avoided unless legally and operationally appropriate

Section 22

• If the client disagrees with the refund calculation, the client may submit a written concern with supporting details
• D I V Y A M® will review the concern based on approved quotation, payment records, work completed, vendor commitments, material purchase, production status, communication records, applicable policies, and legal requirements
• The final decision should be documented in writing

Section 23

• This Cancellation & Refund Policy should be read together with Terms of Service, Booking & Payment Policy, Food Safety & Allergen Policy, Pure Vegetarian Commitment Policy, Decor/Tentage/Lighting/Furniture Policy, Damage & Loss Policy, Venue Access & Permissions Policy, Privacy Policy, Online Booking/User Panel Terms, Photo/Video & Media Usage Policy, Force Majeure/Weather Policy, Staff Conduct & Guest Hospitality Policy, and Third-Party Partner/Vendor Coordination Disclaimer
• If there is any conflict between this policy and a signed agreement, the signed agreement will prevail to the extent of the conflict

Section 24

• For cancellation, postponement, refund, or booking adjustment requests, please contact D I V Y A M®
• Website: www.divyam.com
• Email: [email protected]
• Phone: +91 92778 02105
• Service Available: Prayagraj | Lucknow | Varanasi | Bhadohi | Kanpur
• A Unit of Adgenic Communications Private Limited