Refund & Cancellation Policy
Understand our refund eligibility, cancellation terms, and dispute resolution process for all transactions on the Setu platform.
Scope & Applicability
This Refund & Cancellation Policy applies to all transactions made through the SwaDharma platform, including:
Donations to temples and religious institutions
Darshan booking payments
Seva and puja booking payments
Any other payments facilitated through the platform
SwaDharma acts as a technology facilitator connecting devotees with temples. All payments are processed in Indian Rupees (INR) through Razorpay, our PCI-DSS Level 1 certified payment partner.
Refund Eligibility
Darshan Bookings
Darshan bookings are eligible for a full refund if cancelled at least 24 hours before the scheduled time slot. Cancellations made within 24 hours of the booking time, or no-shows, are not eligible for a refund.
Seva & Puja Bookings
Seva and puja bookings are eligible for a full refund if cancelled before the temple begins preparation or arrangement for the service. Once the temple has initiated preparation, or after the seva has been performed, no refund will be issued.
Donations
Donations are voluntary contributions made directly to temples and trusts, and are generally non-refundable. A refund will be considered only in the following cases:
- Duplicate transactions caused by a technical error
- Incorrect amount charged due to a platform or payment gateway error
- Unauthorized transactions (reported within 48 hours)
Digital Services & Subscriptions
If applicable, digital service subscriptions are eligible for a pro-rata refund for the unused period, subject to review by our support team.
Cancellation Policy
How to Cancel
You can cancel a booking through the Setu app or website, by emailing hello@swadharmasetu.com, or by calling our support team at +91 98676 30467.
Cancellation Windows
| Booking Type | Cancellation Window |
|---|---|
| Darshan booking | At least 24 hours before scheduled slot |
| Seva / Puja booking | Before temple begins preparation |
| Donations | Not applicable (non-refundable except for errors) |
Temple-Initiated Cancellations
If a temple cancels a booking or seva for any reason, the temple will initiate a full refund, facilitated through the Setu platform. You will be notified via email and in-app notification.
Force Majeure
In the event of cancellations due to natural disasters, government orders, or other circumstances beyond anyone's control, a full refund will be issued to all affected devotees.
Refund Process & Timelines
How to Request a Refund
To request a refund, contact us through any of the following channels with your transaction details:
- Through the Setu app (Account > Transaction History > Request Refund)
- Email: hello@swadharmasetu.com
- Phone: +91 98676 30467
Information Required
Please provide your Transaction ID, date of transaction, amount, and the reason for requesting a refund. This helps us process your request quickly.
Processing Timelines
| Stage | Timeline |
|---|---|
| Acknowledgement of request | Within 48 hours |
| Review and decision | Within 7 business days |
| Refund processing (after approval) | 5–10 business days |
| Bank/payment method credit | Additional 3–5 business days |
Refund Methods
All approved refunds are credited back to the original payment method used for the transaction:
Credit/Debit Cards: Refund credited to the same card account.
UPI: Refund credited to the linked bank account.
Wallets: Refund credited to the same wallet.
Net Banking: Refund credited to the originating bank account.
If the original payment method is no longer available (e.g., expired card), the refund will be credited to your bank account on record. No cash refunds are issued. All refunds are processed in Indian Rupees (INR).
Partial Refunds
Service & Convenience Fees
Platform service or convenience fees charged at the time of booking may be non-refundable, even when the booking amount itself is refunded. This will be clearly indicated at the time of payment.
Multi-Item Bookings
If you cancel part of a booking that includes multiple items (e.g., darshan + seva), only the cancelled items will be refunded. The remaining items will continue as booked.
Non-Refundable Items
The following are not eligible for a refund under any circumstances:
Sevas and pujas that have already been performed or initiated
Darshan bookings for past dates or no-shows
Voluntary donations (except in cases of duplicate or erroneous transactions)
Platform service or convenience fees
Tax certificates (80G) already generated and issued
Temple-Specific Policies
Individual temples may have their own refund and cancellation policies that are more restrictive than the Setu platform policy. These temple-specific policies will be clearly displayed at the time of booking or donation.
In the event of a conflict between this policy and a temple's policy, the more restrictive policy shall apply. SwaDharma will facilitate communication between the devotee and the temple to resolve any disputes.
Always review temple-specific terms before booking.
Temple refund policies are displayed on the booking page before payment. By completing a transaction, you agree to both the SwaDharma and temple-specific terms.
Disputes & Escalation
Step 1: Contact Support
If you are unsatisfied with a refund decision, contact our support team at hello@swadharmasetu.com or call +91 98676 30467. We will review your case and respond within 48 hours.
Step 2: Grievance Officer
If the issue is not resolved to your satisfaction, you may escalate it to our Grievance Officer at hello@swadharmasetu.com. The Grievance Officer will provide a substantive response within 30 days.
Step 3: External Resolution
If the matter remains unresolved after 30 days, you may approach the appropriate Consumer Disputes Redressal Forum or any other authority as per applicable Indian consumer protection laws.
Chargebacks
We encourage devotees to contact SwaDharma support before filing a chargeback with their bank or card issuer. Filing a chargeback without first contacting us may delay resolution. Fraudulent chargebacks may result in account suspension and SwaDharma reserves the right to provide transaction evidence to the payment provider.
Contact for Refund Queries
Phone
Office
3ioNetra Faith & Technology Services PVT LTD
Hallmark Business Plaza, 205, Bandra East, Mumbai, Maharashtra - 400051
You can also reach us through our Contact page.
