Effective date: 28 October 2026
1. Enquiries
You can withdraw an enquiry at any time, free of charge. No payment is taken when you submit an enquiry, so there is nothing to refund.
2. Confirmed pooja, temple and ritual services
Your written service plan shows the price and these terms. If your plan states different terms for a particular service, the plan applies.
How to cancel or reschedule. Reply to your confirmation, or email customercare@upaaywala.com or call +91 90712 03001, quoting your reference. The time we receive your request is the one that counts.
Cancellation by you: - 96 hours or more before the scheduled time: full refund. - Between 72 hours and 96 hours before: refund of 50% of the service price. - Less than 72 hours before, or if you are absent: no refund of the service price.
Materials. If samagri or other materials were bought specifically for your service before you cancelled, we may deduct their actual cost and show you the receipts. Materials already bought for you can be delivered to you instead.
Rescheduling by you. You can move a confirmed service once, free of charge, if you ask at least 96 hours before. The new date depends on the provider's availability. Any later change is treated as a cancellation and a new booking.
Muhurat or date changes advised by the priest. If the provider advises a different date for ritual reasons, we will offer the nearest suitable date. If you do not want to proceed, you get a full refund.
Cancellation or failure by us. If we or the assigned provider cancel, do not arrive, or cannot perform the service as confirmed, you can choose a replacement provider, a new date, or a full refund, including any materials you paid for.
Temple fees and donations. Fees or donations paid to a temple on your behalf are governed by that temple's rules and may not be refundable. Your plan identifies them separately before you confirm.
Online services. If a technical failure on our side prevents a live session, we will offer a new session or a full refund. Recordings and reports are delivered as stated in your plan.
Astrology consultations. If the astrologer misses the confirmed call, you can choose a free new time or a full refund. If we cannot reach you within 10 minutes of the confirmed time, the consultation counts as missed, and you can reschedule it once, free of charge. If a call drops, we reconnect it for the remaining time.
3. Products
Change of mind. You can return an unused product in its original condition and packaging within 7 days of delivery for a refund of the product price. For a change-of-mind return, you pay the return shipping. If an item is damaged, defective or incorrect, we pay, as explained below.
Items that cannot be returned for change of mind: - items made, cut, energised, sized or personalised for you; - loose gemstones once a certificate has been issued in your name; and - prasad and other food items. Faulty, damaged or incorrect items are always covered (see below).
Damaged, defective or incorrect items. Tell us within 48 hours of delivery, with photographs of the item and packaging. We will replace the item or refund it in full, including delivery charges, at your choice, and arrange collection at no cost to you.
Certified gemstones. If an independent laboratory finds that a stone does not match its certificate, we will refund it in full, including the laboratory charge, once we have confirmed the finding.
4. How and when refunds are paid
Refunds are paid to the original payment method within 5–7 business days of approval. For a bank transfer, we pay to an account in your name that you confirm in writing. We will tell you when the refund has been sent. How long it takes to appear depends on your bank or card provider.
5. Questions and grievances
If you disagree with a decision under this policy, contact customercare@upaaywala.com or use the grievance page. Our grievance officer will acknowledge your complaint within 48 hours and aim to resolve it within one month of receipt. Nothing in this policy limits your rights under the Consumer Protection Act, 2019.