Cancellation & Refund Policy

Xpego Tech Private Limited

Last updated: June 2026

1. Introduction

This Cancellation and Refund Policy ("Policy") governs all cancellations, refunds, and related processes in respect of bookings made by consumers ("Consumers") on the Xpego platform operated by Xpego Tech Private Limited ("Xpego", "we", "us", or "our") at www.xpego.com and on the Xpego mobile application ("Platform").

By completing a booking on the Platform, Consumers agree to the terms of this Policy. Brand partners who list experiences on the Platform acknowledge and agree, pursuant to the Brand Partner Agreement, that this Policy governs all Consumer cancellations and refunds and that Xpego has the authority to process refunds in accordance with this Policy without requiring case-by-case consent from the brand partner.

This Policy forms part of Xpego's Terms of Service and should be read together with the Terms of Service and Privacy Policy published on the Platform.

2. Definitions

In this Policy, the following terms have the meanings set out below:

• "Booking" means a confirmed reservation by a Consumer for a specific Slot of an Experience listed on the Platform, processed and confirmed through the Platform's booking infrastructure.
• "Brand Partner" means the experience operator who designs, hosts, and delivers the Experience to Consumers.
• "Brand Partner No-Show" means a circumstance in which the Brand Partner fails to deliver a confirmed Experience without providing Xpego with at least seventy-two (72) hours' advance written notice and without Xpego's written consent.
• "Experience" means a curated activity, event, workshop, class, session, or other consumer-facing offering created and hosted by a Brand Partner and listed on the Platform.
• "Gross Booking Value" or "GBV" means the total consumer-facing booking value for each Booking on the Platform, as displayed to the Consumer at checkout, before deduction of any consumer refunds or Platform Fee.
• "No-Show" means a Booking where the Consumer or Guest does not attend the Experience and does not cancel within the applicable cancellation window.
• "Platform Fee" means the consumer-facing service or convenience fee charged by Xpego on each Booking, displayed at checkout, retained entirely by Xpego, and not forming part of the GBV for Commission calculation purposes.
• "Slot" means a specific scheduled date and time for which an Experience is made available for booking on the Platform.
• "Force Majeure Event" means any event beyond the reasonable control of a party, including but not limited to acts of God, natural disasters, epidemics, pandemics, governmental orders, strikes, or failures of third-party infrastructure, preventing performance of the relevant obligation.

3. Scope of this Policy

This Policy applies to all Bookings made through the Platform by Consumers in respect of Experiences listed by Brand Partners. It covers:

• Cancellations initiated by Consumers before the Experience date;
• Cancellations or rescheduling initiated by Brand Partners;
• Cancellations arising from safety incidents or platform-side issues;
• No-shows by Consumers; and
• Refunds processed through Razorpay to the Consumer's original payment method.

This Policy does not govern subscription fees payable by Brand Partners to Xpego, which are non-refundable as set out in the Brand Partner Agreement.

4. Consumer Cancellations and Refund Schedule

4.1 How to Cancel

Consumers may cancel a confirmed Booking through the "My Bookings" section of the Platform (web or mobile application, including through the Platform's WhatsApp Concierge feature) by selecting the relevant Booking and choosing the cancellation option. Cancellations submitted via WhatsApp, email, or phone call outside the Platform interface will not be accepted as valid cancellation requests for the purposes of triggering the refund window. All cancellations must be submitted through the Platform. Consumers using the WhatsApp Concierge feature will be redirected to the Platform to complete cancellation.

On submission of a cancellation request, the Consumer will receive an on-screen confirmation and a notification confirming receipt. The time of cancellation is recorded as the timestamp at which the cancellation request is submitted and confirmed on the Platform.

4.2 Cancellation Windows and Refund Schedule

The following refund schedule applies to all Consumer cancellations. All time references are to Indian Standard Time (IST) and are measured from the confirmed start time of the relevant Slot.

The Platform Fee is non-refundable in all circumstances, including where a full refund of the GBV is processed. The Platform Fee is a service charge for access to the Platform's booking infrastructure and is retained by Xpego regardless of the outcome of any Booking.

4.3 Partial Bookings

Where a Consumer has booked for multiple Guests under a single Booking and cancels the Booking, the refund (if any) applies to the entire Booking as a single unit. Partial cancellation of individual Guests within a multi-guest Booking is not supported on the Platform as at the date of this Policy. Xpego may introduce partial cancellation functionality in a future Platform release, at which time this Policy will be updated accordingly.

4.4 Waitlisted and Interest Registrations

Interest registrations submitted through the Platform's concierge or waitlist mode do not constitute confirmed Bookings and do not attract refund entitlements. No payment is taken at the time of interest registration. Consumers who have registered an interest will be notified when a relevant Slot becomes available for booking.

5. Cancellations Initiated by the Brand Partner

5.1 Brand Partner No-Show

If a Brand Partner fails to deliver a confirmed Experience — whether due to cancellation, postponement, or failure to appear at the confirmed venue and time — without providing Xpego with at least seventy-two (72) hours' advance written notice and without Xpego's written consent, this constitutes a Brand Partner No-Show.

In the event of a Brand Partner No-Show, all affected Consumers shall be entitled to a full refund of the GBV paid for their Booking; the Platform Fee shall also be refunded in this instance as the service could not be fulfilled. Xpego will process such refunds to the Consumer's original payment method within three (3) to seven (7) business days. The full GBV refund amount, together with the Platform Fee, will be charged back to the Brand Partner and deducted from future settlements.

5.2 Brand Partner Advance Cancellation (72 Hours or More Notice)

Where a Brand Partner provides Xpego with at least seventy-two (72) hours' advance written notice of a Slot cancellation, Xpego will:

• Notify all Consumers with confirmed Bookings for that Slot promptly via WhatsApp and on-platform notification;
• Process a full refund of the GBV to each affected Consumer's original payment method; and
• Work with the Brand Partner to offer rescheduling options where feasible.

Consumers who receive a full refund following a Brand Partner-initiated cancellation with adequate notice will also receive an in-platform credit or goodwill gesture of not less than ten percent (10%) of the GBV of the cancelled Booking, valid for twelve (12) months from the date of issue.

5.3 Pre-Event Notice Workflow

Xpego operates a three-day advance notice workflow for Events scheduled at Venue Partner properties. Three (3) business days before any confirmed Slot at a Venue Partner's premises, the Platform automatically generates an alert to Xpego's administration team. This workflow supports operational readiness and does not modify the Brand Partner's obligations or the Consumer's cancellation entitlements under this Policy.

6. Platform-Side Cancellations and Force Majeure

6.1 Platform-Initiated Cancellations

Xpego reserves the right to cancel any Booking or Slot and process a full refund to affected Consumers in the following circumstances:

• A safety incident has been reported in connection with an Experience or Venue and Xpego has suspended the relevant listing pending investigation;
• The Brand Partner's account has been suspended or terminated for cause under the Brand Partner Agreement;
• An Experience listing has been unpublished due to misrepresentation, failure to maintain required licences, or violation of Platform guidelines;
• A technical failure of the Platform's payment infrastructure has resulted in a duplicate or erroneous booking;
• A regulatory or court order requires suspension of the relevant Experience; or
• Any other circumstance in which Xpego, acting reasonably, determines that fulfilment of the Booking is not possible.

In all such cases, Consumers will receive a full refund of the GBV to their original payment method within three (3) to seven (7) business days.

6.2 Force Majeure

Where an Experience cannot be delivered due to a Force Majeure Event — including acts of God, natural disasters, pandemic, government order, civil unrest, or any other circumstance beyond the reasonable control of Xpego or the Brand Partner — Xpego will, in consultation with the Brand Partner, offer affected Consumers one of the following at Xpego's election:

• A full refund of the GBV to the Consumer's original payment method; or
• A Platform credit of equivalent value, redeemable against any future Booking on the Platform, valid for twelve (12) months from the date of issue.

The Platform Fee is non-refundable in Force Majeure circumstances.

7. Refund Processing

7.1 Method of Refund

All refunds are processed through Razorpay to the Consumer's original payment method. Xpego does not issue refunds in cash or by cheque. Where the original payment method is no longer available (for example, the card has expired or the UPI handle is inactive), the Consumer must contact Xpego's support team at support@xpego.com and provide alternative verified bank account details.

7.2 Refund Timeline

Refunds are initiated by Xpego within one (1) to two (2) business days of the cancellation being confirmed on the Platform. The actual credit to the Consumer's account depends on the Consumer's bank or payment provider and is typically three (3) to seven (7) business days from the date of initiation. Xpego is not responsible for delays caused by the Consumer's bank or payment provider.

7.3 Confirmation of Refund

Consumers will receive a refund confirmation notification via the Platform and to their registered contact number or email address once the refund has been initiated by Xpego. Consumers may also check the status of their refund in the "My Bookings" section of the Platform.

7.4 Non-Refundable Items

The following are non-refundable in all circumstances:

• The Platform Fee charged on any Booking;
• Brand Partner subscription fees;
• Bookings cancelled after the applicable cancellation window; and
• No-show Bookings where the Consumer does not attend without prior cancellation.

8. Disputes and Consumer Redressal

8.1 Consumer Disputes

Consumers who believe they are entitled to a refund not covered by this Policy — including disputes arising from an Experience being materially different from its listing, safety incidents, or misrepresentation — should contact Xpego at support@xpego.com within seventy-two (72) hours of the Experience date.

Xpego is the first point of contact for all Consumer complaints and disputes arising from Bookings made through the Platform. Xpego will triage and, where possible, resolve disputes without requiring escalation to the Brand Partner. Where the Brand Partner's input is required, Xpego will notify the Brand Partner and the Brand Partner is required to respond within forty-eight (48) hours.

8.2 Dispute Outcomes

Subject to the Consumer's applicable statutory rights under Clause 8.3, Xpego's determination in respect of Consumer disputes is final as between the Consumer and Xpego on the Platform. Where a dispute results in a refund being granted outside the standard schedule — for example, due to safety failure or material misrepresentation — the refund will be processed to the Consumer's original payment method and, where attributable to the Brand Partner, charged back to the Brand Partner in full.

8.3 Statutory Rights

Nothing in this Policy limits a Consumer's statutory rights under the Consumer Protection Act 2019, the Consumer Protection (E-Commerce) Rules 2020, or any other applicable law. Consumers retain all statutory rights regardless of the terms of this Policy.

9. Updates to this Policy

Xpego reserves the right to update this Policy from time to time. Updated versions will be published on the Platform at www.xpego.com/refunds. Where a material change is made to the Policy, Xpego will notify registered Consumers via their registered contact number or email address at least fourteen (14) days before the change takes effect. Any update to this Policy shall apply only to Bookings made on or after the effective date of such update; Bookings confirmed before that date shall continue to be governed by the version of the Policy in force at the time of confirmation. Continued use of the Platform following the effective date of any update constitutes acceptance of the revised Policy.

Brand Partners are notified of Policy changes through the Brand Dashboard and their registered email address. Brand Partners' obligations under the Brand Partner Agreement to honour the Cancellation Policy are updated automatically to reflect the current version of this Policy.

10. Governing Law and Dispute Resolution

This Policy is governed by the laws of India. Any dispute arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts at Bengaluru, Karnataka. Consumers and Brand Partners who wish to escalate unresolved disputes may do so through the National Consumer Disputes Redressal Commission portal at consumerhelpline.gov.in, where applicable.

11. Contact Information

For all queries relating to cancellations, refunds, or this Policy, please contact:

• Platform: www.xpego.com
• Email: support@xpego.com
• WhatsApp: Available through the Platform and mobile application
• CIN: U63120KA2026PTC219401

This Policy is effective from the date stated above and supersedes all prior cancellation and refund policies published by Xpego Tech Private Limited.