Policies

Your privacy is important to us. This policy outlines how we collect, use, and protect your personal information.

Information We Collect

• Account information (name, email, phone number)
• Booking and transaction details
• Usage analytics and interaction data
• Communication preferences

How We Use Your Information

• To provide and improve our services
• To process bookings and communicate with you
• To send updates and offers (with your consent)
• To comply with legal obligations

Data Security

We implement industry-standard security measures to protect your data from unauthorized access and misuse.

By using Purvaj, you agree to these terms and conditions. Please read them carefully.

User Responsibilities

• Provide accurate information during registration
• Respect the privacy and rights of pandits and other users
• Use the platform lawfully and ethically
• Respect cultural sensitivities and traditions

Limitation of Liability

We strive to provide accurate information but do not guarantee completeness or accuracy. Users assume responsibility for verifying pandit qualifications and services.

This Payment and Cancellation/Refund Policy ("Policy") governs payments made by users ("User", "Customer" or "you") for booking Pandits/Purohits and related ritual services ("Services") through Purvaj.com, a platform owned and operated by Familya Connect Private Limited ("Familya Connect", "Company" or "we/us").

By making a booking and completing the payment on Purvaj.com, the User acknowledges that he/she has read, understood and agreed to this Policy.

1. Payment for Booking

• 1.1. The User is required to make the applicable payment displayed on Purvaj.com at the time of booking in order to confirm and reserve the selected Pandit/Purohit and the relevant date, time and ritual/service slot.
• 1.2. A booking shall be treated as confirmed only upon successful receipt of the applicable payment and issuance of a booking confirmation by Purvaj.com.
• 1.3. The payment amount may include the Pandit's service charges, platform/service charges, applicable taxes and/or other charges, as may be displayed to the User before completion of the booking.
• 1.4. The User is responsible for ensuring that all booking details, including the ritual, date, time, location, contact details and other information provided at the time of booking are accurate.
• 1.5. Once a booking is confirmed, Familya Connect may reserve the Pandit's availability for the User and may undertake related coordination, communication and administrative activities. Accordingly, cancellation and refund eligibility shall be determined in accordance with this Policy.

2. Cancellation by the Customer

A Customer may request cancellation of a confirmed booking through the mechanism provided on Purvaj.com or by contacting the designated customer support/grievance channel.

The refund applicable to a cancellation shall be determined based on the time elapsed from the booking and the time remaining before the scheduled commencement of the ritual/service.

2.1 Cancellation within 48 Hours of Booking – 100% Refund

Where the Customer cancels the booking within 48 (forty-eight) hours from the time of confirmation of the booking, the Customer shall be eligible for a 100% refund of the booking amount, subject to any amount which is required to be retained or deducted under applicable law or by a payment service provider in circumstances beyond Familya Connect's reasonable control.

For avoidance of doubt, the 48-hour period shall be calculated from the date and time at which the booking is confirmed.

2.2 Cancellation after 48 Hours of Booking and More Than 48 Hours Before the Ritual – 50% Refund

Where the Customer cancels the booking after expiry of 48 hours from the booking confirmation, and more than 48 hours before the scheduled commencement of the ritual/service, the Customer shall be eligible for a refund of 50% of the applicable booking amount.

The remaining 50% may be retained towards the reservation of the Pandit's time and service slot, coordination, administrative costs, payment processing and other costs and commitments incurred in connection with the booking.

2.3 Cancellation Within 48 Hours Before the Ritual – No Refund

Where the Customer cancels the booking within 48 hours before the scheduled commencement of the ritual/service, the booking shall be non-refundable.

No refund shall ordinarily be payable where:

• the cancellation is made within 48 hours of the scheduled ritual/service;
• the Customer fails to attend or participate in the scheduled ritual/service;
• the Customer is unavailable at the agreed location/time;
• the Customer provides incorrect or incomplete booking/location/contact information resulting in non-performance of the Service; or
• the Customer otherwise fails to avail the Service for reasons attributable to the Customer.

This provision is intended to compensate, to the extent permitted by applicable law, for the Pandit's reserved time slot and the Company's administrative, coordination and other costs associated with the confirmed booking.

3. Refund Matrix

Example: If a ritual is scheduled for 10:00 AM on 20 October, a cancellation made on or before 10:00 AM on 18 October will fall within the 48-hour pre-ritual period and, subject to the applicable circumstances, will ordinarily be non-refundable.

4. Cancellation or Non-Availability of Pandit

• 4.1. Familya Connect endeavours to ensure that the Pandit selected by the Customer is available for the confirmed booking. However, Familya Connect does not guarantee the personal availability of any particular Pandit in circumstances beyond its reasonable control.
• 4.2. If the booked Pandit is unable to perform the Service due to illness, emergency, personal circumstances, scheduling issues or any other reason attributable to the Pandit, Familya Connect may, at its discretion and subject to availability:
  • arrange a suitable replacement Pandit;
  • offer the Customer an alternative date/time;
  • offer another reasonably suitable Pandit; or
  • provide an appropriate refund where the Service cannot reasonably be provided.
• Where the Customer declines a reasonable alternative offered by Familya Connect, the refund, if any, shall be determined having regard to the circumstances and this Policy.
• Familya Connect shall not be liable for any additional or consequential expenses incurred by the Customer, including travel, accommodation, venue, food, decoration or other incidental expenses, except to the extent expressly required under applicable law.

5. Cancellation Due to Force Majeure

• Familya Connect and/or the Pandit shall not be responsible for failure or delay in providing the Service caused by circumstances beyond reasonable control, including natural disasters, floods, earthquakes, severe weather, governmental restrictions, public disturbances, strikes, transportation disruptions, acts of God, epidemic/pandemic-related restrictions, or other force majeure events.
• In such circumstances, Familya Connect may, where reasonably practicable, offer:
  • rescheduling of the ritual;
  • an alternative Pandit; or
  • such refund as may be reasonably determined based on the circumstances, amounts already committed or paid to the Pandit, and applicable law.

6. Refund Processing

• 6.1. Where a refund is approved under this Policy, Familya Connect shall initiate the refund through the applicable payment method or payment gateway, subject to the applicable payment gateway/banking process.
• 6.2. The time taken for the refund to reflect in the Customer's bank account, card, UPI account or other payment instrument may depend on the relevant bank, card network, UPI service provider or payment gateway and may be outside Familya Connect's control.
• 6.3. Familya Connect shall not be responsible for delays attributable solely to banks, payment gateways, payment networks or other third-party financial service providers.
• 6.4. Where a booking has been paid for using a promotional code, discount, cashback, voucher or other promotional benefit, the refund may be calculated with reference to the actual amount paid by the Customer and the terms applicable to such promotional offer.

7. Payment Gateway and Transaction Issues

• 7.1. If an amount is debited from the Customer's bank account/payment instrument but the booking is not successfully confirmed due to a technical or payment processing failure, the Company shall take reasonable steps to verify the transaction and process any applicable refund.
• 7.2. The Customer shall not make duplicate payments for the same booking without first contacting Purvaj.com support.
• 7.3. Any duplicate or erroneous payment identified by the Company shall be dealt with in accordance with applicable law and the procedures of the relevant payment gateway/bank.

8. No Cash Refund

Unless expressly determined otherwise by Familya Connect or required by applicable law, refunds shall be processed only through the original payment method or another electronic payment method approved by the Company.

9. Platform Role and Pandit Services

• 9.1. Purvaj.com operates as a technology-enabled platform facilitating discovery, booking, coordination and payment for ritual-related services offered by Pandits/Purohits.
• 9.2. The actual ritual/service is performed by the respective Pandit/Purohit and not by Familya Connect, except to the extent expressly stated otherwise.
• 9.3. Familya Connect may assist in facilitating communication, booking, payment, scheduling and resolution of service-related issues.
• 9.4. Nothing in this Policy shall be interpreted as excluding or restricting any right or remedy available to a Customer under applicable law.

10. Modification or Cancellation by Familya Connect

Familya Connect reserves the right to cancel or modify a booking where reasonably necessary due to operational requirements, availability issues, suspected fraudulent activity, incorrect information, payment irregularities, violation of the Terms of Use, safety concerns, technical issues or circumstances beyond the Company's reasonable control.

Where Familya Connect cancels a confirmed booking for reasons attributable to Familya Connect and is unable to provide a reasonably suitable alternative, the Company shall provide an appropriate refund in accordance with applicable law.

11. Fraudulent or Abusive Transactions

Familya Connect reserves the right to investigate and take appropriate action in respect of bookings involving suspected fraud, payment abuse, multiple disputed transactions, chargebacks, misuse of promotional offers, false information or other activity that may adversely affect the platform, Pandits or other users.

Where permitted by law, Familya Connect may suspend or cancel such bookings and withhold or recover amounts associated with fraudulent or abusive transactions.

12. Chargebacks and Payment Disputes

Customers are requested to first contact Purvaj.com support for resolution of any genuine payment or refund issue before initiating a chargeback or payment dispute.

Where a Customer initiates an unauthorised or fraudulent chargeback despite having received the applicable Service or refund, Familya Connect reserves all rights and remedies available under applicable law.

13. Consumer Rights and Applicable Law

Nothing contained in this Policy is intended to exclude, restrict or waive any mandatory right or remedy available to a Customer under applicable Indian law.

Where any provision of this Policy is found to be inconsistent with a mandatory requirement of applicable law, such provision shall be read down or modified only to the extent necessary to comply with such law, while the remaining provisions shall continue in full force and effect.

14. Changes to this Policy

Familya Connect may modify this Policy from time to time to reflect changes in its business practices, services, technology or applicable law.

The version of the Policy applicable to a booking shall ordinarily be the version displayed and accepted by the Customer at the time of booking.

15. Contact and Grievance Redressal

For cancellation, refund or payment-related queries, Customers may contact Purvaj.com through the customer support/grievance redressal details published on the platform.

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