1. Customers: tokens, appointments and home visits

Booking is free

BukSalon does not charge customers anything to take a token, book an appointment, cancel or miss a visit.

Cancelling

• You can cancel a token or an appointment yourself until you are in the chair. Use Bookings in the app, or the token page you got after scanning the salon's QR code.
• There is no cancellation fee, and no time limit before your turn or appointment time.
• Once the salon has started your service, you can't cancel it in the app. Please talk to the salon.
• The salon can also cancel a token or appointment, for example if it has to close. You will see this on your token page or in Bookings, and where alerts are on we also send a WhatsApp or SMS message.
• Tokens still open at the end of the day close by themselves.

If you miss your turn (no-show)

• If you are not there when your turn comes, the salon may put your token on hold for a short time it sets (10 to 60 minutes). Scan the salon's QR code when you are back to rejoin the line. If you don't come back in time, or your turn is missed a third time, the token becomes a no-show.
• An appointment becomes a no-show if you haven't checked in a few minutes after the booked time (5 to 30 minutes, set by the salon). This does not happen on a date the salon closed after you booked.
• The salon can also mark a token or appointment as a no-show if you don't come.
• A no-show costs you nothing.
• If a mobile number or phone has 2 or more no-shows in 30 days, we ask for a one-time code to confirm the number before giving a new QR token without login.

Coupons, points and pass credits come back

When a token or appointment is cancelled (by you or the salon), becomes a no-show or closes at the end of the day, anything you used on it is returned:

• the coupon use (you can use it again while the coupon is still valid),
• salon loyalty points and BukPoints,
• membership pass credits.

They come back as coupons, points and credits, not as money. BukPoints have no cash value.

Paying for salon services

• You pay the salon directly by cash, card or UPI to the salon's own UPI ID. BukSalon does not collect or hold this money.
• Each salon decides which of these methods it accepts, and its page shows them.
• So any refund for a salon service, or for money you paid the salon in advance, is between you and the salon. If you can't sort it out with the salon, contact us and we will help you reach them.

Home visits

• A home visit starts as a request. You can cancel it yourself in Bookings any time before the salon confirms it.
• After the salon confirms it, you can cancel in the app until 60 minutes before the visit time. After that, please call the salon to cancel.
• The salon can decline a request or cancel a confirmed visit, with a reason, and we tell you in the app. A request the salon hasn't confirmed by the visit time is cancelled automatically.
• The visiting charge is the salon's charge for coming to you. It is shown before you send the request and is part of the total. You pay the whole total to the salon after the service, by a method it accepts, never in advance. BukSalon does not collect it.
• BukSalon charges you nothing to request, cancel or miss a home visit.
• Any refund or dispute about a home visit is handled like one about a service at the salon: it is between you and the salon, and we will help you reach them.

2. Membership passes

• Membership passes are sold by the salon. The salon sets the price and the benefits, and you pay the salon directly (to its UPI ID or at the counter). BukSalon does not receive any of the pass money.
• Unpaid request: after you tap "Get this pass", you can cancel the request yourself in the app before you pay. A request that isn't paid within 48 hours ends by itself.
• Active pass: only the salon can stop an active pass. When it does, the member benefits stop at once, visits already booked keep their price, and we tell you in the app.
• Refunds for a pass are the salon's decision, under the salon's own pass terms (where the salon wrote its own rules for a pass, they are shown before you ask for it). Please ask the salon. If you need help reaching them, contact us.
• When a pass ends: it stops on the "valid till" date shown on the card. It does not renew or charge you by itself. We remind you 7 days before. Monthly included services reset each calendar month and don't carry over. On a package pass (a total number of services for the whole pass), unused services end with the pass.
• If the salon changes a pass: the pass you already bought keeps the price, benefits, days and rules it had when you bought it.
• A pass you have already bought stays valid if the salon later moves to BukSalon's Free plan.

3. Salon plan payments to BukSalon

This part is for salon owners. Salon plans are the only payments BukSalon takes. Plan prices are on our For salons page, and the Salon partner terms apply.

How payment works

1. In your salon dashboard, open Plan & partner, pick Pro or Business and 1, 3, 6 or 12 months. The app shows the exact amount.
2. Pay that amount by UPI to BukSalon's UPI ID shown on that page.
3. Enter the UPI reference number (UTR) from your payment app's receipt and submit it.
4. Our team checks that the payment reached us and then switches your plan on. You see the result in Payment history as Checking, Approved or Rejected.

• Each UTR can be submitted only once, and one payment is checked at a time.
• New plan days are added on top of any days you have left.
• Plans never renew or charge you automatically. We do not take any auto-debit.

When we refund in full

• Payment can't be verified, or the plan can't be switched on (for example, the amount is wrong): if the money reached us, we refund the full amount to the same UPI account it came from.
• Marked Rejected, but money left your account: contact us with the details in section 5. We check again, and either switch your plan on or refund you in full.
• Paid twice, or paid more than the plan price: we refund the duplicate payment or the extra amount.

We process an approved refund within 7 working days. After we send it, your bank may take a little more time to show it. If we can't send money back to the same UPI account, we will ask you for another account in the salon owner's name.

Plan time already used

We don't refund a plan period that has already been used. If you stop using a paid plan before it ends, the rest of that period is not refunded either. The exceptions: we always refund where the law requires it, and where you could not use the plan because of a fault on our side.

Changing or ending a plan

• Ending: there is nothing to cancel. A paid plan simply runs until its end date. Then your salon moves to the Free plan by itself and keeps working with Free features. Paid features such as coupons, loyalty points and extra QR codes stop until you renew. (Your oldest QR codes keep working.)
• Switching between Pro and Business: buy the other plan on the Plan & partner page. Instead of a cash refund, the days you have left are converted to the new plan by price, and then the new months are added. Days you paid for are never lost.
• Free Pro days earned through the partner programme are a reward. They have no cash value and are not refunded.

4. Field-agent payouts

Field-agent earnings are payments BukSalon makes to agents. They are not refunds and are not covered by this policy. Wrong payouts, and earnings taken back when a salon is suspended soon after going live, are covered by our Field agent terms. If you think a payout is wrong, contact us as shown below.

5. How to ask for a refund

Email us at contact@buksalon.in with:

• your registered mobile number,
• the salon name,
• the UPI reference number (UTR), the amount and the date of payment,
• a screenshot of the payment.

Or call us on +91 99393 68248. For help with a token, appointment or pass, tell us the salon name and your token number or pass code.

6. Not happy with our answer?

• Write to our Grievance Officer, Neeraj Kumar. How to do it, and how fast we must reply, is on our Grievance redressal page.
• You can also contact the National Consumer Helpline: call 1915 or visit consumerhelpline.gov.in.
• Nothing in this policy limits any right you have under Indian consumer law.