Refund & Cancellation Policy

Last updated: 25 September 2026

This policy explains how cancellations and refunds work for bookings made through SBB Universe. Since services are delivered by independent Retailers, refund outcomes may also depend on the specific Retailer's own service policy shown on their listing.

1. Cancelling a Booking

You can cancel a booking that is still Pending or Confirmed from your My Bookings page. Once a Retailer has marked a booking In Progress or Completed, it can no longer be cancelled through the app — please contact the Retailer or SBB Universe support directly.

2. Refunds for Online Payments

• If you cancel a booking before the Retailer has started the service, and you paid online, you are eligible for a full refund to your original payment method.
• Refunds are initiated via Razorpay and typically reflect in your account within 5–7 business days, depending on your bank or payment provider.
• If a Retailer is unable to fulfil a confirmed booking, SBB Universe will process a full refund for any amount already paid online.

3. Cash on Completion Bookings

For bookings paid as Cash on Completion, no online refund is applicable since no payment was collected by the platform in advance. Simply cancel the booking before the service begins.

4. Cashback Reversals

If a booking that earned cashback is later cancelled or refunded, any cashback credited for that booking may be reversed from your cashback balance.

5. Disputes

If you're unhappy with a completed service, please raise the issue with the Retailer directly first. If it isn't resolved, contact SBB Universe support with your booking reference and we'll help mediate.

6. How to Request a Refund

Most cancellations are self-service from My Bookings. For anything else, reach us via the Contact Us page with your booking code.