Refund & Cancellation Policy

1. Scope & Booking Terms

This policy applies to paid Plan/Activity bookings made through PlanMate. PlanMate provides digital platform and activity-booking services. Physical product shipping is not currently applicable.

Review the activity description, price, host cancellation rules, and any booking terms displayed before payment. These terms and applicable law determine cancellation and refund eligibility. This policy supplements our Terms of Service. Nothing in this policy limits rights available to you under applicable law.

2. Participant Cancellation

If you need to cancel a booking, you may do so through the PlanMate app under your activity details, or by contacting PlanMate Support with your booking reference.

Cancellation Deadlines & Rules: Each activity has specific cancellation deadlines established by the host and clearly displayed on the activity listing page before booking confirmation (for example, at least 24 or 48 hours prior to the scheduled start time). Refund eligibility and the eligible refund amount depend on:

• When you submit your cancellation relative to the scheduled activity start time and stated cut-off deadline.
• The specific host/activity cancellation policy disclosed for that booking.
• Your booking and payment confirmation status.
• Whether the activity has already taken place or is in progress.
• Applicable consumer protection regulations and statutory requirements.

Cancellations submitted prior to the disclosed cancellation deadline will be eligible for a refund in accordance with the applicable terms. Cancellations made after the cut-off window or after the activity has commenced are non-refundable, except where approved by the host or required by applicable law.

3. Host Cancellation

If a host cancels a paid Plan before it takes place, PlanMate will review affected bookings and confirmed payments and arrange eligible participant refunds through the supported payment provider, in accordance with the booking terms and applicable law. Contact Support if your booking does not show the cancellation or you need help with the refund status.

4. Failed & Duplicate Payments

A failed transaction should not normally result in a successful booking. If an amount is debited but payment or booking confirmation fails, contact PlanMate Support. We will investigate the transaction with the payment provider and help establish its status and any appropriate reversal or refund. A bank debit alone does not confirm a booking.

Report duplicate confirmed charges for the same booking to Support. We will investigate the payment records and arrange a refund of a confirmed duplicate charge where appropriate.

5. Refund Processing & Timelines

Once we receive a valid refund request, PlanMate will review the booking and payment details. Where a refund is approved, PlanMate will normally initiate the eligible refund to the original payment method within 5–7 business days of approval, unless a different timeline is required by the payment provider, applicable booking terms, or law.

After a refund has been initiated, the time required for the amount to appear in the customer's account depends on the payment method, payment provider and issuing bank.

6. Attendance & Completed Activities

Refund eligibility if you do not attend, arrive late, leave early, or request a refund after an activity has been completed is subject to the booking terms and applicable law. Non-attendance does not automatically establish refund eligibility. Concerns about an activity that was not delivered as described or other disputed circumstances can be submitted to Support for review.

7. Requests & Disputes

For a cancellation, refund request, or payment dispute, email planmate@proton.me or use our Contact Desk. Include your booking reference, activity details, transaction/order reference, payment date, amount, and a description of the issue. Do not send full card numbers, CVV, UPI PINs, or banking passwords.

Support will review the available records and coordinate with the host or payment provider as needed. You may request a further review if you disagree with the outcome. This process does not remove any dispute or consumer rights available under applicable law. Visit our Support page for other help.

8. Contact Information