This Refund Policy describes when refunds may be available for payments made through the SETUVAN Platform. It should be read together with our Terms & Conditions. Merchant shop purchases themselves are between you and the merchant unless stated on the offer.
1. Audiobook library purchases
The Ujjain audiobook library is a digital product unlocked to your signed-in account after successful payment (PhonePe cash portion and/or Mudra discount debit shown at checkout).
- Successful unlock — once payment is confirmed and full library access is granted, refunds are generally not provided because the digital content has been delivered.
- Failed or incomplete payment — if PhonePe reports failure or the order does not complete, you will not be charged for the cash portion. Any Mudra discount reserved for that checkout is released back to your stay balance when our system detects failure.
- Duplicate charge — if you were charged twice for the same unlock, contact us within 7 days with your order reference. We will investigate with PhonePe and refund the duplicate cash payment where verified.
- Technical failure after payment — if payment succeeded but access was not granted due to a Platform error, contact support@setuvan.com within 7 days. We will either restore access or refund the cash portion and restore Mudra discount debited for that order.
2. Setu Mudra discount (merchant-funded discounts)
- Setu Mudra discount is a savings meter used to display eligible partner discounts for your stay. It is not cash, has no withdrawal value, and cannot be refunded to a bank account or UPI ID.
- For merchant offers, the final discount is applied by the merchant on your bill when they verify your code.
- Mudra discount applied toward a merchant offer at claim time is governed by that offer's rules. Disputes about in-store bills or merchant refusal should first be resolved with the merchant; we may assist with claim records where appropriate.
- Expired Mudra discount is not refundable or reinstated except where required by law or at our sole discretion in documented error cases.
3. Guest offer claims (no direct payment to us)
Most bazaar offers are discounts at the merchant shop. You typically pay the merchant directly in store. SETUVAN does not collect that payment. Refunds for goods or services bought at a shop follow the merchant's store policy and applicable consumer law.
4. Merchant campaign fees
If we introduce paid campaign booking or subscription fees for merchants, refund terms for those products will be shown at purchase. Unless stated otherwise, fees for campaigns already live or partially delivered may be non-refundable.
5. How to request a refund
- Email support@setuvan.com with your registered email, hotel name (if applicable), date of transaction, and PhonePe / order reference if you have one.
- We respond within 3 business days and aim to resolve eligible cases within 7–10 business days.
- Approved cash refunds are processed back to the original payment method via PhonePe where technically possible, otherwise by a method we agree with you.
6. Chargebacks
Please contact us before initiating a payment chargeback so we can resolve the issue quickly. Unfounded chargebacks for delivered digital goods may result in account suspension.
7. Changes
We may update this Refund Policy. The effective date at the top indicates the current version. Changes apply to transactions after the update unless law requires otherwise.