Refund & Cancellation

1. Overview

This Refund & Cancellation Policy applies to all paid consultations and services purchased through xenevaservices.com, operated by Xeneva Hospitality Private Limited ("Xeneva", "we"). By making a payment you agree to the terms set out below.

Because every Xeneva consultation requires upfront payment and is scheduled by our fulfillment team, our refund tiers are based on (a) whether the consultation has been scheduled yet, and (b) how much notice you give before the scheduled session.

2. Cancellation by you — before scheduling

If you cancel after payment but before our fulfillment team has scheduled your consultation slot, you are eligible for a full refund minus payment-gateway charges (typically 2–3%). Email care@xenevaservices.com within 24 hours of payment, quoting your Order ID.

3. Cancellation by you — after scheduling

Once your consultation has been scheduled and a calendar invite issued, the following tiers apply based on how far in advance the cancellation is received:

Time before scheduled session	Refund eligibility	Cancellation charge
More than 48 hours	Full refund (minus gateway charges)	Nil
24 – 48 hours	Partial refund	25% of booking value
6 – 24 hours	Partial refund	50% of booking value
Less than 6 hours	No refund	100% (non-refundable)
No-show	No refund	100% (non-refundable)

Payment gateway charges and statutory taxes already remitted are deducted before the refund is calculated.

4. Cancellation by Xeneva

In rare cases we may need to cancel or reschedule a consultation due to circumstances beyond our reasonable control — consultant illness, force majeure events, or inability to assign a suitable expert. In such events we will:

• Notify you at the earliest by email and phone;
• Offer an alternative consultant or scheduling slot wherever possible;
• If no alternative is acceptable, process a full refund (including gateway charges) within 5–7 business days, with no cancellation charge.

5. Refund timelines

Once a refund is approved, the timeline for the funds to reflect in your account depends on the original payment method:

Payment method	Refund initiated within	Funds credited within
UPI	1 business day of approval	5–7 business days
Net banking / Debit card	1 business day of approval	7–10 business days
Credit card	1 business day of approval	7–10 business days (subject to your card cycle)

6. Non-refundable items

The following are not eligible for refund:

• Cancellations made less than 6 hours before a scheduled session.
• No-shows or failure to join the scheduled call without prior intimation.
• Consultations already delivered, partly delivered (e.g. preparatory work already completed), or where a written deliverable has already been shared with you.
• Payment gateway charges and statutory taxes already remitted to the government.
• Bookings explicitly marked “non-refundable” at the time of purchase.

7. Rescheduling vs cancellation

If you cannot attend the scheduled session but want to keep your booking, you can reschedule once at no charge, provided the request reaches us at least 24 hours before the original slot. Subsequent or shorter-notice rescheduling may be treated as a cancellation under Section 3.

8. Service quality concerns

If you are not satisfied with the consultation delivered, please email care@xenevaservices.com within 48 hours of the session describing the specific concern. We review each complaint on its merits and may, at our sole discretion, offer a complimentary follow-up session with a different consultant, a partial refund, or full refund depending on findings.

9. How to request a refund

1. Write to care@xenevaservices.com from the email used at booking, with subject: "Refund Request – [Your Order ID]".
2. Include your Order ID, scheduled session date/time (if applicable), reason for cancellation and the original payment method.
3. Our team will acknowledge within 24 business hours and confirm the approved refund amount within 2 business days.
4. Once approved, refunds follow the timelines listed in Section 5. You will receive an email with the gateway reference number (RRN) for tracking with your bank.

10. Disputes & chargebacks

If you believe a refund has not been processed correctly, please first contact care@xenevaservices.com. If the matter is not resolved within 7 business days, you may escalate to our Grievance Officer (details in our Grievance Redressal Policy) or under the Consumer Protection Act 2019. We discourage payment-instrument chargebacks before contacting us, as they delay resolution.

11. Contact us

Xeneva Hospitality Private Limited
Top Floor Office No 502, 1/56-D, Lalita Park,
Laxmi Nagar, East Delhi, Delhi — 110092, India

Email: care@xenevaservices.com
Phone: +91 87962 91844
GSTIN: 07AAACX5779N1ZI