Refund & Cancellation Policy
This policy explains when refunds or cancellations may apply to purchases made through the Sukoon customer app (memberships, coupon packs, and related digital products).
1. Digital memberships & coupons
- Unless an offer expressly states otherwise, membership fees and coupon purchases are non-refundable once payment is successful and benefits have been activated on your account.
- Unused coupon validity follows the dates shown in the app for that offer.
- Partially used memberships or coupon wallets are generally not eligible for prorated refunds.
2. Failed or duplicate payments
If a payment is charged more than once due to a technical error, or if money is deducted but the purchase is not activated within a reasonable time, contact support with your payment reference / UTR / Razorpay payment ID. After verification, we will refund the duplicate or failed activation amount to the original payment method where possible.
3. Cancellations before activation
If you cancel before a purchase is confirmed/activated and no benefits have been delivered, you may request a full refund. Requests should be submitted as soon as possible via Support.
4. Auto-pay / subscriptions
Where recurring Razorpay subscriptions are enabled, you may cancel future renewals from the payment / subscription controls shown in the app or by contacting support. Cancellation stops future charges; it does not automatically refund the current paid period unless required by law or expressly stated for that plan.
5. Venue services
Stay, F&B, or other on-property experiences redeemed using Sukoon benefits follow the participating venue’s cancellation rules for that booking or service. Digital coupon value that has already been redeemed at a venue is not refundable through the app.
6. How to request a refund
- Email sukoonhotelsandresorts@gmail.com or call 1800 889 9399.
- Include your registered mobile/email, purchase date, amount, and payment reference.
- We aim to respond within 3–5 business days. Approved refunds are typically completed within 5–10 business days by the payment provider, depending on your bank.
7. Chargebacks
Please contact us before raising a chargeback so we can investigate quickly. Unfounded chargebacks may lead to account suspension while the dispute is reviewed.
8. Contact
Billing support: sukoonhotelsandresorts@gmail.com
More help: Support page