Return & Refund Policy

Effective Date: November 15, 2025
Website: www.pranara.me
Contact: support@pranara.me

1. GENERAL POLICY

At Pranara.me, we aim to ensure that every Buyer and Seller has a positive experience on our marketplace.
As Pranara.me connects independent wellness professionals (“Sellers”) with clients (“Buyers”), all service bookings are considered digital or live service transactions, not physical goods.
Therefore, returns are not applicable, but refunds may be available in certain cases as outlined below.

2. NATURE OF SERVICES

Services offered on Pranara.me include online and in-person wellness sessions, coaching, yoga classes, consultations, and other non-tangible activities.
Once a session has been completed or partially delivered, it is deemed fully provided and non-refundable, except in cases of verified service failure.

3. ELIGIBILITY FOR REFUNDS

Refunds may be granted in the following cases:

• Service not delivered: The Seller failed to provide the booked service.
• Cancellation by Seller: The Seller cancels before the scheduled time and no rescheduling is possible.
• Technical or double-payment errors: Verified duplicate transactions or system errors.
• Buyer cancellation: Only when permitted under the Seller’s individual cancellation policy displayed on their profile or service listing.

Refunds are not available for:

• Change of mind after the service has been delivered.
• Buyer’s failure to attend a scheduled session.
• Dissatisfaction with service quality not resulting from a breach of agreement.

4. CANCELLATION PROCEDURE

4.1 Buyer-Initiated Cancellations

• Cancellations must be made through the Platform interface or customer support.
• Each Seller may define their own notice period (e.g., 24 or 48 hours before session start).
• Late cancellations or “no-shows” may forfeit eligibility for refunds.

4.2 Seller-Initiated Cancellations

• If a Seller cancels, Buyers may choose to receive a full refund or reschedule the session.
• Repeated Seller cancellations may lead to account suspension.

5. REFUND PROCESS

• Refund requests must be submitted to support@pranara.me within 7 calendar days of the scheduled session date.
• Refund eligibility is reviewed within 5 business days.
• Approved refunds are issued to the original Visa or Mastercard used for payment.
• Refunds are processed via secure, PCI DSS-compliant gateways and may take 5–10 business days to appear on your statement.

Pranara.me does not issue cash or alternative refunds.

6. MEDIATION & DISPUTES

If a dispute arises between a Buyer and Seller:

• Pranara.me may mediate to reach a fair resolution.
• Both parties must provide supporting evidence (e.g., screenshots, communication logs).
• Pranara.me’s decision after mediation is final.

However, Pranara.me is not a party to the transaction and acts as an intermediary only.

7. FRAUD PREVENTION

To protect users, all refund and chargeback claims are subject to verification.
Submitting fraudulent refund requests may result in account suspension and reporting to financial institutions.

8. FORCE MAJEURE

No refund will be issued for cancellations due to events beyond reasonable control (e.g., natural disasters, illness, internet outages), unless the Seller chooses to issue a goodwill refund or reschedule.

9. CONTACT INFORMATION

For refund or cancellation inquiries, please contact our support team:
support@pranara.me
www.pranara.me