1. Overview
This policy explains when and how refunds are issued for bookings made through Libarray. It applies to bookings paid online through our payment partner, Razorpay. Bookings paid in cash directly at a Library Partner are handled differently — see Section 5.
Libarray facilitates a real-world, physical service. Payments and refunds are processed through Razorpay directly, not through any app store’s in-app purchase or billing system, and this policy — not the app store’s own refund process — governs refunds for Libarray bookings.
2. Automatic Refunds (System-Initiated Cancellations)
In some cases, a booking may be automatically cancelled by our system after payment — for example, if a genuine conflict is detected (such as the same seat being booked by two students at the same time due to a timing overlap), or due to a technical failure that prevents your booking from being confirmed.
In these cases:
- The cancellation is not caused by anything you did.
- A refund is initiated automatically and promptly, back to your original payment method (the card, UPI ID, or bank account used for the transaction).
- Refunds typically reflect in your account within 5–7 business days, depending on your bank or payment provider.
3. Student-Initiated Cancellations
If you choose to cancel a confirmed booking yourself (for example, because your plans changed), this is reviewed on a case-by-case basis. Libarray does not currently offer a fixed, automatic refund window for self-initiated cancellations.
To request a review, contact us at contact@libarray.com with your booking reference number and reason for cancellation. We will assess the request and let you know the outcome, including whether a full, partial, or no refund applies.
This section may be updated over time as we introduce clearer self-service cancellation rules. Any such update will be reflected in this policy before it takes effect.
4. How Refunds Are Processed
- Wherever possible, refunds are issued back to the original payment method used for the transaction, through Razorpay.
- If a refund needs to be issued and the original payment method cannot be used for any reason, Libarray may, at its discretion, process the refund via a direct bank transfer (NEFT/IMPS) referencing your original transaction ID, without requiring you to separately share your bank account details, subject to what our payment partner’s systems support for that transaction.
- Refunds are subject to the timelines and limitations of our payment partner, Razorpay, and the policies of your own bank or card issuer.
5. Cash Bookings
If you booked and paid in cash directly at a Library Partner (where that library accepts cash payments), your payment is not held by Libarray electronically. Any cancellation or refund for a cash booking should be raised directly with that library. Libarray facilitated the booking but did not collect or hold the cash payment.
6. Non-Refundable Circumstances
Refunds are generally not available where:
- You simply did not show up for a confirmed booking without cancelling in advance.
- Your access was denied due to your own violation of these Terms or a Library Partner’s rules.
- The booking was fraudulent or made in violation of our Terms and Conditions.
7. Questions
For any questions about a specific booking, refund, or cancellation, contact us at: contact@libarray.com, with your booking reference number.