1. Introduction
This Cancellation & Refund Policy explains how cancellations, refunds, rescheduling, no-shows and related booking situations are handled on the wenuru platform.
It applies to all bookings made through wenuru.com and the wenuru Android and iOS apps — whether you are booking a photo studio, video studio, podcast studio, shoot location, or a creative service.
This policy should be read together with our Terms & Conditions, Privacy Policy and Disclaimer. In the event of a conflict between this policy and the booking-specific terms shown to you at checkout, the terms shown at checkout for that booking apply.
Effective Date: 21 September 2026 Last Updated: 21 September 2026
2. Free cancellation
You can cancel your confirmed booking free of charge if you cancel at least 24 hours before the scheduled booking start time.
The 24-hour period is calculated from the exact scheduled start time of your booking — not from the booking date.
Example:
| Your booking | Free cancellation available until |
|---|---|
| 20 September at 10:00 AM | 19 September at 10:00 AM |
| 5 October at 2:00 PM | 4 October at 2:00 PM |
If you cancel at or before the 24-hour cutoff, your booking qualifies for free cancellation and the applicable refund will be initiated as described in Section 6.
3. Cancellation within 24 hours of the booking
If you cancel less than 24 hours before the scheduled booking start time, your booking is not eligible for free cancellation.
wenuru does not automatically provide a refund for a late cancellation. If you believe your circumstances warrant an exception — for example, a verified emergency — you can contact us at support@wenuru.com and we will review the situation on a case-by-case basis. We do not guarantee a refund in these situations.
4. How to cancel a booking
To cancel a confirmed booking:
- Sign in to your wenuru account
- Go to My Bookings (wenuru.com/my-bookings)
- Open the booking you want to cancel
- Use the Cancel option on the booking page, or tap Contact Support if a cancel option is not available for that booking status
If you need help cancelling, write to us at support@wenuru.com with your booking reference and we will assist you.
Important: A cancellation request submitted via email or through the contact form is not treated as having been made at the time you send the message — the cancellation is effective only when it is confirmed in the Platform. For time-sensitive cancellations close to the 24-hour cutoff, initiate the cancellation through your account immediately and then contact support if you need further help.
5. Refund eligibility
| Situation | Eligible for refund? |
|---|---|
| Cancelled at least 24 hours before booking start | ✅ Yes — free cancellation, applicable refund initiated |
| Cancelled less than 24 hours before booking start | ❌ Not eligible for free cancellation — no automatic refund |
| Host cancels a confirmed booking | ✅ Yes — full refund of amounts paid through wenuru |
| Space is materially different, unsafe, or inaccessible at the time of the booking | ✅ Possible refund, credit or rebook — contact wenuru within 24 hours of the scheduled start with evidence |
| No-show (customer does not arrive) | ❌ Not eligible for a refund |
| Early departure before the booked period ends | ❌ No partial refund unless expressly agreed with wenuru |
| Booking not yet confirmed (pending or awaiting payment) | Not applicable — no amount is settled until the booking is confirmed |
| Host subscription fees | ❌ Non-refundable |
We do not refund booking amounts for reasons that are within your control and not covered by the situations above.
6. Refund processing timeline
Eligible refunds are settled within 7–30 days from the date we initiate the refund.
The time it takes for the refund to appear in your bank account, card statement or payment wallet depends on:
- The payment provider and method used (card, UPI, net banking)
- Your bank or financial institution's processing times
- The transaction type and any applicable settlement cycles
We process refunds as promptly as possible, but we cannot guarantee that your bank or payment provider will credit the amount within a shorter period.
If 30 days have passed since we told you a refund was initiated and you have not received it, contact us at support@wenuru.com with your booking reference.
7. Refund method
Eligible refunds are processed back through the same payment method used for the original transaction, where the payment provider supports this. wenuru uses Razorpay to process payments and refunds.
We do not issue refunds in cash, by bank transfer outside the payment system, or in any other form unless specifically agreed in writing.
Platform processing fees and payment-gateway charges may be non-refundable where they have already been incurred, depending on the circumstances of the cancellation.
8. Host-initiated cancellation
If a host cancels a confirmed booking, you will receive a full refund of the amounts you paid through wenuru for that booking, unless otherwise required by law.
We will notify you as soon as we are informed of a host-initiated cancellation and will initiate the refund promptly. The same 7–30 day settlement timeline in Section 6 applies.
wenuru may take action against hosts who cancel confirmed bookings repeatedly, including de-ranking, suspension or removal from the Platform, as described in our Terms & Conditions.
9. Space unavailable or materially different
If, at the time of your booking:
- the host cannot provide the booked space
- the space is materially different from what was described in the listing
- the space is unsafe or inaccessible
contact us within 24 hours of the scheduled booking start time at support@wenuru.com with your booking reference and any supporting evidence (photographs, messages, timestamps).
We may, at our discretion, issue a refund, provide a credit or help you rebook. We will also review the listing and the host's conduct. We do not guarantee a specific outcome — each situation is assessed on its own facts.
10. Rescheduling
If you need to change your booking date or time, open the booking in your wenuru account and use the Modify option, or contact support@wenuru.com with your booking reference.
Rescheduling is subject to:
- Host availability — the new date and time must be available on the listing
- Host approval — the host may need to confirm the reschedule request depending on the listing's booking mode
- Pricing — if the rescheduled slot has a different price, you will be shown the difference before confirming. You may need to pay the difference, or a partial refund may apply
A reschedule is not the same as a cancellation and does not automatically trigger the cancellation policy. However, if a reschedule cannot be agreed, or if you choose not to proceed, the original booking's cancellation rules will apply if you then cancel.
11. No-show
If you do not arrive at the booked space within the booked time window and have not contacted the host or wenuru to reschedule or cancel, your booking is treated as a no-show.
No-shows are not eligible for a refund. The full booking amount is forfeited.
If you are running late, contact the host or wenuru as soon as possible. Any accommodation of late arrival is at the host's discretion and does not extend the booking automatically.
12. Late arrival
Your booking period runs from the confirmed start time to the confirmed end time. If you arrive after the start time, your booking does not automatically extend.
Any extension of the booking period beyond the original end time:
- requires the host's availability and agreement
- may be charged at the applicable rate shown on the listing
- must be arranged directly with the host
wenuru is not responsible for time lost due to late arrival.
13. Early departure
If you leave before the end of your booked period, the remaining time is forfeited. wenuru does not automatically issue a partial refund for early departure.
If you have a specific reason for leaving early and believe a partial refund is appropriate, contact support@wenuru.com within 24 hours. We will consider each situation individually but do not guarantee a refund for early departure.
14. Booking modification
If the modification you need is more than a date or time change — for example, changing the plan, the number of guests, or the add-ons — contact support@wenuru.com with your booking reference and details of what you need to change.
Modifications that change the booking amount may require a supplementary payment or may result in a partial refund, depending on the change. Price adjustments follow the same 7–30 day settlement timeline where a refund applies.
Modifications are subject to the host's availability and agreement and are not guaranteed.
15. Payment failure
Your booking is confirmed only after a payment is successfully processed. If payment fails:
- The booking is not confirmed
- No amount is deducted from your account (though your bank may show a temporary hold — this is released by your bank, not by wenuru)
- You can return to your booking and attempt payment again
If you believe an amount was deducted from your account but your booking was not confirmed, check your booking status in My Bookings. If the issue is not resolved, contact support@wenuru.com immediately with:
- Your registered email address
- The payment reference or transaction ID from your bank or payment app
- The approximate date and time of the transaction
- A screenshot or confirmation from your bank if available
We will investigate with our payment partner (Razorpay) and resolve confirmed payment failures promptly.
16. Duplicate or incorrect payment
If you believe you have been:
- charged twice for the same booking
- charged an amount that does not match your booking quote
- charged for a booking that was not confirmed
contact support@wenuru.com as soon as possible with your booking reference and payment details.
We will investigate and, where a duplicate or incorrect charge is confirmed, process the applicable refund. The 7–30 day settlement timeline in Section 6 applies.
17. Booking-specific cancellation terms
Some listings, pricing plans or services may display additional or different cancellation terms before you complete payment. These terms are shown on the listing page and in your booking quote at checkout.
The cancellation policy displayed at checkout is the one that applies to your booking.
Where a listing's specific terms are more restrictive than this general policy, the listing's terms apply. Where a listing's terms offer more flexibility (for example, a longer free-cancellation window), those apply instead.
The confirmed wenuru-wide rules that apply in all cases are:
- A booking cancelled at least 24 hours before the start time is eligible for free cancellation
- A booking cancelled less than 24 hours before the start time is not eligible for free cancellation
No listing-specific terms can override these baseline rules to the customer's disadvantage.
If you notice a conflict between what a listing shows and what this policy says, report it to support@wenuru.com.
18. Exceptional circumstances
In situations genuinely outside the reasonable control of either party — such as a natural disaster, government-imposed restriction, curfew, or a declared emergency — wenuru will act reasonably to facilitate a refund, credit or reschedule.
We do not guarantee a refund in all force-majeure situations, but we will assess each case fairly and in accordance with our Terms & Conditions (Section 20 — Force Majeure).
If you believe an exceptional circumstance applies to your booking, contact support@wenuru.com as soon as possible with your booking reference and relevant documentation.
19. Disputes and support
If you believe your cancellation was not handled correctly, your refund has not arrived within the expected period, or you have a payment concern:
- Email support@wenuru.com from your registered email address with your booking reference, a clear description of the issue, and any relevant documentation
- We acknowledge support emails within 24–48 hours (Monday to Saturday, 10 AM–8 PM IST)
- We aim to resolve booking and refund disputes within 30 days
If we cannot resolve the issue to your satisfaction, you may escalate it under the dispute-resolution process in our Terms & Conditions (Section 21).
20. Contact information
For any question about a cancellation, refund or booking:
EPIC NEXUS GROUP Email: support@wenuru.com Contact form: wenuru.com/contact Registered office: O-343, Orbit Signature Walk, VIP Road, Zirakpur, Punjab — 140603, India
21. Policy changes
wenuru may update this Cancellation & Refund Policy from time to time. The "Last Updated" date at the top of this page shows the version currently in force.
Where a change is material, we will notify you by email, in-app notice or a prominent notice on the Platform before it takes effect. Changes apply to bookings made on or after the effective date. A booking already confirmed remains governed by the cancellation policy in force when it was confirmed.
If you do not accept an updated policy, do not make new bookings and contact us to discuss your options.