Refund & Cancellation Policy

Refund & Cancellation Policy

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 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, non-refundable platform convenience fee for every successfully generated token:

• First-Time Standard Booking: ₹1

• Standard Returning Booking: ₹3

• Group Booking (Up to 4 Users): ₹10

• VIP Priority Booking (Platform Fee): ₹10

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 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 ₹10 digital platform fee through the MyTurnQueue app. However, an additional ₹40 Priority Expert Charge is payable directly to the studio professional at their physical location.

• Disclaimer: This ₹40 is a direct transaction between the customer and the studio for their immediate physical attention. MyTurnQueue does not collect, process, or hold liability for refunding any 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, as the digital reservation was successfully made, the nominal 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 not be charged for their next equivalent booking.

• Technical Failures: If a payment is deducted from your bank account by our payment gateway (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 the 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 24 hours of the transaction:

• Email: myturnqueuesupport@gmail.com

• Phone: +91 6350531288

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