KELUNGA

Refund & Cancellation Policy

Effective Date: [Jan 01,2025]

At Kelunga, we aim to provide a seamless experience for both seekers and experts. However, we understand that cancellations may occur. This policy outlines the terms and conditions for cancellations, rescheduling, and refunds for sessions booked on our platform.

1. Cancellation by Seekers

  • 1.1 Cancellation Before Session Confirmation
    • Seekers can cancel a booking at no charge if the session has not yet been confirmed by the expert.
    • Refunds (if applicable) will be processed within 5-7 business days.
  • 1.2 Cancellation After Session Confirmation
    • If a seeker cancels a confirmed session:
      • Within 24 hours of the scheduled session: A cancellation fee of 10% may apply.
      • Less than 24 hours before the session: No refunds will be provided, except in exceptional circumstances (e.g., emergencies).
  • 1.3 No-Show Policy
    • If a seeker does not attend a scheduled session without prior notice, no refunds will be issued.

2. Cancellation by Experts

  • Experts are expected to honor all confirmed bookings.
  • If an expert cancels a session:
    • Seekers will receive a full refund or have the option to reschedule with another expert.
    • Kelunga may review the expert’s account for repeated cancellations.

3. Rescheduling Policy

  • Seekers may reschedule a confirmed session:
    • At least 24 hours before the session: No additional charges will apply.
    • Less than 24 hours before the session: Rescheduling may not be possible, and standard cancellation terms may apply.
  • Experts must provide at least 24 hours’ notice for rescheduling requests.

4. Refund Policy

  • Eligibility for Refunds:
    • Refunds are applicable in cases of expert cancellations, technical issues, or disputes resolved in favor of the seeker.
  • Processing Time:
    • Refunds will be processed within 5-7 business days to the original payment method.

5. Disputes and Complaints

  • If a session does not meet expectations or there is a dispute, seekers may raise a complaint with the Kelunga support team within 48 hours of the session.
  • Kelunga reserves the right to investigate and mediate disputes between seekers and experts.

6. Expert Consultation Terms and Conditions

  • All sessions are subject to the availability and expertise of the selected professional.
  • Kelunga does not guarantee specific outcomes from consultations. Seekers are advised to clearly communicate their requirements before the session.

7. Exceptional Circumstances

  • In cases of unforeseen events (e.g., technical issues, natural disasters), Kelunga will work with both parties to reschedule or provide a fair resolution.

8. Contact Us

For cancellations, rescheduling, or disputes, please contact us at:

Our support team is available to assist you with any issues.

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