Cancellation & Refunds Policy

Last updated: 19 August 2026

This policy explains exactly when you can cancel a booking on KHEL-O, when you'll get a refund, and how long it takes. It applies to all bookings made through the Platform, at any Café Partner.

1. Cancelling a Confirmed Booking

You can cancel a confirmed, paid booking free of charge up to 2 hours before the session's start time, directly from the "My Booking Passes" screen in the app. Cancellations requested within 2 hours of the session start time are not accepted through self-service cancellation, since the seat/hardware has already been held for you.

2. Refund Timeline

Once a cancellation is accepted, a refund is automatically initiated to your original payment method via Razorpay. Refunds typically reflect in your account within 5–7 business days, depending on your bank or payment provider — this timeline is set by Razorpay and your bank, not by KHEL-O.

3. Bookings That Were Never Paid

A booking that was never completed (payment pending or failed) is not charged and does not require a refund — no money was collected.

4. No-Shows

If you do not check in at the venue before your booked session window ends, the booking is automatically marked as a no-show. No-show bookings are not eligible for a refund, since the Café Partner held the station for you for the full window.

5. Café-Initiated Cancellations

If a Café Partner cancels your booking (e.g. hardware outage, venue closure) or is placed in emergency mode by KHEL-O, you receive a full refund automatically, regardless of how close to the session time it happens.

6. Fees on Refunds

When a cancellation is eligible for a refund under this policy, the full amount you paid — including the 2% gateway fee and ₹10 convenience fee — is refunded. We don't retain any portion of a valid refund.

7. How to Request Help

If a refund hasn't reflected after 7 business days, or you believe you were charged incorrectly, raise a "Payment / refund" ticket from the Help & Support section in the app, or reach us via Contact Us. Please include your booking reference (e.g. GC-2026-XXXXXX).