This policy explains what happens to your money when a booking on bookmyplusone is cancelled, missed or goes wrong. It is part of our Terms of Use.
1. The short version
- Nothing is charged until a companion accepts your request and you pay.
- If you cancel a paid booking, how much comes back depends on how long before the start you cancel (the rules below). Changed your mind? Cancel within 1 hour of paying, while the booking is more than 24 hours away, and you get everything back.
- If your companion cancels a paid booking, you get everything back.
- Refunds go back to the way you paid, usually within 5 to 7 working days.
2. Before anything is paid
- A request that the companion declines, or does not answer within 24 hours, closes. Nothing is charged.
- You can cancel a request, or an accepted booking you have not paid for yet, at any time. Nothing is charged.
- An accepted booking that is not paid for within 24 hours is cancelled automatically. Nothing is charged.
3. If you cancel a paid booking
You can cancel a confirmed booking from its page. The refund is a share of the total you paid, including our service fee and its GST, and depends on how long before the start you cancel:
- Cancel 24 hours or more before the start: everything back.
- Cancel between 12 hours and 24 hours before the start: 50% back.
- Cancel less than 12 hours before the start: no refund.
Changed your mind? Cancel within 1 hour of paying, while the booking is more than 24 hours away, and you get everything back.
The rules that apply are the ones shown to you when you made the booking, even if we change them later. The booking's page shows how much you will get back before you confirm a cancellation. Part of what is kept goes to your companion, for the time they set aside for you.
4. If your companion cancels
If your companion cancels a confirmed booking, for any reason, you get a full refund of everything you paid, and we email you to say so.
If they cancel close to the start, you also get a credit worth what you would have paid to cancel at that moment yourself: a code for one booking, yours alone, valid for 90 days, which we email to you and show on the booking. This is the same rule that applies when you cancel, applied the other way. Where we can, we also show you similar companions free at the same time, so you can book again in one tap.
5. If someone does not turn up
- If your companion does not turn up, report it from the booking's page within 24 hours of the booking's end. Our team looks into every report; when it is confirmed, you get a full refund.
- If you do not turn up without cancelling, the booking is treated as used, and no refund is due. If something stopped you, tell us from the booking's page and we will look at it.
6. If something goes wrong during a booking
If a booking does not happen as agreed, or you feel unsafe, report it from the booking's page within 24 hours of its end. In an emergency, call 112 first. Our team reviews every report, may contact both of you, and decides the outcome, which may be a full or partial refund. We email you when it is resolved.
7. If we cancel a booking
We may cancel a booking where a booking or an account breaks our Terms or Community Guidelines, for safety reasons, or where the law requires. We tell you why.
- When it is your doing (for example, the booking broke our rules), we keep no more than the booking's own cancellation rules would, and often less.
- When it is your companion's doing, or ours, you get a full refund, and close to the start the same credit as when a companion cancels.
- For safety, or an emergency that is nobody's doing, you get a full refund.
8. Payments that arrive late
If a payment reaches us after its booking has already been cancelled, we refund it in full automatically.
9. How refunds are paid
- Refunds go back to the payment method you used (your bank account, card, UPI or wallet) through our payment partner, Razorpay. We do not refund in cash.
- We start a refund as soon as it is due, and email you when we do. It usually appears within 5 to 7 working days, depending on your bank.
- If a refund does not go through, we send it again and tell you.
- If you used a discount code, the refund is worked out on the amount you actually paid.
10. Questions and complaints
If you think a refund is wrong or late, write to info@bookmyplusone.com with your booking reference (it looks like BMP-XXXXXX). If you are not satisfied with our answer, make a complaint on our complaints page, or contact our Grievance Officer:
- Ravi Gupta, Grievance Officer
- Email: help@bookmyplusone.com
- Phone: 7037242641
We acknowledge every complaint within 24 hours and resolve it within 15 days. As a consumer, you may also contact the National Consumer Helpline (call 1915, or visit consumerhelpline.gov.in), or complain to the Consumer Commission under the Consumer Protection Act, 2019.