Refund & Cancellation Policy

Refund & Cancellation Policy

Effective Date: April 2026

1. Nature of the Digital Service MyTurnQueue provides a real-time digital queuing platform and management suite. When a user initiates a booking, our system executes a live "Digital Handshake" with the selected studio to secure a prioritized spot in their queue. The core service we provide is the facilitation of this connection and the instantaneous issuance of a Verified Digital Token. 

2. Platform Convenience Fees To maintain our real-time infrastructure, server precision, and priority tracking, MyTurnQueue charges a nominal platform convenience fee for successfully generated tokens.

• Standard Booking: Free

• Group Booking (Up to 4 Users): Free

• VIP Priority Booking: A dynamic platform fee (calculated as 20% of the custom VIP price set by the individual Shop Owner).

3. Strict No-Refund Policy Because MyTurnQueue operates on micro-transactions to reserve highly time-sensitive slots, all platform convenience fees are strictly non-refundable. Once a payment is successfully processed via our gateway and a Verified Digital Token is issued to your app, the digital service is considered 100% "delivered." The token represents your secured, reserved spot in the queue, regardless of whether you ultimately arrive at the physical studio. 

4. VIP Priority & Offline Studio Charges For VIP Priority Bookings, users pay the digital platform fee (20% of the VIP cost) through the MyTurnQueue app. The remaining balance for the VIP service is payable directly to the studio professional at their physical location.

• Disclaimer: This additional offline charge is a direct transaction between the customer and the studio to secure their immediate physical attention. MyTurnQueue does not collect, process, or hold any liability for refunding offline, physical, or studio-level service charges.

5. Cancellation & Exception Policy

• User-Initiated Cancellation: Users maintain the freedom to cancel or abandon their queue position at any time directly through the app. However, because the digital reservation was successfully made and the server resources utilized, the platform fee will not be refunded.

• Studio-Initiated Rejection: If a Studio Partner unexpectedly cancels a session or rejects a Digital Handshake after a token has been generated, users will automatically receive a credit, ensuring they are not charged for their next equivalent booking.

• Technical Failures: If a payment is deducted from your bank account by our payment gateways (Razorpay/PhonePe), but a technical error prevents the Verified Digital Token from being generated on your screen, a full refund of the platform fee will be automatically initiated to your original payment method within 5 to 7 business days.

6. Dispute Resolution & Support If you believe you were charged due to a technical error without receiving your digital token, please contact our support desk within 48 hours of the transaction:

• Email: myturnqueuesupport@gmail.com

• Phone: +91 7665535951

• Business Hours: Monday to Saturday, 10:00 AM – 6:00 PM (IST)