1. Scope

This Refund & Cancellation Policy applies to bookings made through the Platform, including tours, guide services, stays, adventure slots and other paid bookings. Where a listing or Partner displays specific cancellation terms, those specific terms apply to that booking in addition to this policy.

• Nothing in this policy limits or excludes your rights as a consumer under the Consumer Protection Act, 2019.

2. Cancellation by You (the Customer)

You may cancel a confirmed booking through your account or by writing to support@bayofbapatla.com. Refund amounts depend on when you cancel relative to the scheduled service date:

• More than 48 hours before the scheduled start: full refund of the amount paid (subject to any non-refundable portion expressly disclosed at the time of booking).
• Between 24 and 48 hours before the scheduled start: 50% of the amount paid is refunded.
• Less than 24 hours before the scheduled start, or no-show: no refund, unless the cancellation is due to a verified medical emergency or other exceptional circumstance, which we will consider on a case-by-case basis.
• Where a Partner offers a more favourable cancellation policy on their listing, the more favourable terms apply.

3. Cancellation by the Partner or the Platform

If a Partner cancels a confirmed booking, or fails to provide the booked service without a valid reason, you are entitled to a full refund of the amount paid. If the Platform cancels a booking due to unavailability, pricing error or a compliance issue, you will receive a full refund or an equivalent alternative offered by the Partner, at your choice.

4. Refund Process & Timelines

Refunds are processed through the same payment method used for the original transaction, or to a bank account/UPI ID provided by you where the original method cannot be credited. In accordance with the Consumer Protection (E-Commerce) Rules, 2020:

• We acknowledge refund claims within 48 hours of receipt.
• Refunds are initiated within 5 to 7 business days of approval of the refund claim.
• The time for the money to appear in your account depends on your bank or payment method: UPI refunds are typically credited within 24–72 hours, card refunds within 5–7 business days, and bank transfers within 7 business days after initiation.
• Refund status is communicated to the registered email/phone on your account.

5. Non-Refundable Items

Certain products or services may be expressly identified as non-refundable at the time of booking (for example, special-event packages or limited-seat experiences). Where an item is marked non-refundable, cancellation will not result in a refund, except where the Partner or Platform cancels the service.

6. Refund Disputes

If you believe a refund was not processed correctly, write to support@bayofbapatla.com with your booking reference and payment details. We will investigate and respond within the timeframes set out in our Grievance Redressal Policy, and in any event within 30 days of receipt in accordance with the Consumer Protection (E-Commerce) Rules, 2020.

7. Force Majeure

Where a booking cannot be fulfilled due to events beyond reasonable control — such as severe weather, sea conditions, government restrictions, natural disasters or similar — the Partner and the Platform will make reasonable efforts to offer an alternative date or a full refund, as the circumstances permit. Refund timelines under Force Majeure may be extended by a reasonable period.

8. Contact

For any question about this policy, write to support@bayofbapatla.com. Complaints are handled under our Grievance Redressal Policy, and your rights as a consumer under the Consumer Protection Act, 2019 remain unaffected by this policy.

9. Exchanges & Damaged Goods

For physical products ordered through the Platform, if the item delivered is damaged, defective, incorrect or not as described, you may request a replacement or exchange from the Partner within 7 days of delivery. The Partner will arrange a replacement or, where replacement is not possible, a refund under the timelines in Section 4 above.

• You may be asked to share photographs of the item and its packaging to support the claim.
• Return shipping for damaged, defective or incorrect items is borne by the Partner.
• If only part of an order is delivered, the undelivered portion is refunded or fulfilled as you choose.