Refund & Cancellation Policy
Last Updated: 12 March 2026
1. Introduction
This Refund and Cancellation Policy (“Policy”) outlines the terms and conditions governing cancellations, refunds, and service reversals for bookings made through the NuLook website, mobile application, or other digital services (collectively referred to as the “Platform”).
The Platform is owned and operated by AFFLUORA SERVICES PRIVATE LIMITED, having its registered office at:
428, 1st Sector, 27th Main Rd
HSR Layout
Bengaluru, Karnataka – 560102
India.
This Policy forms an integral part of the agreement between users, service providers (vendors), and NuLook and should be read together with the Platform’s Terms of Service and Privacy Policy.
By using the Platform or making a booking, users agree to the terms of this Policy.
2. User Identification and Account Access
Users may access the NuLook Platform by registering with their mobile number and verifying their identity using a One-Time Password (OTP).
NuLook does not require users to create accounts using email addresses for login or registration.
However, users may contact NuLook support through the official email address hello@nulook.app for queries related to cancellations, refunds, or booking disputes.
Users are responsible for maintaining control of their mobile device and OTP verification codes.
3. Scope of the Policy
This Policy applies to:
service bookings made through the NuLook mobile application
service bookings made through the NuLook website
services provided by third-party service providers listed on the Platform
payments made for booking services through supported payment methods
The Policy describes how cancellation requests are handled for both users and service providers and the conditions under which refunds may be issued.
4. Customer Booking Cancellation
Users may request cancellation of a booking subject to the following conditions.
Cancellation Before Confirmation
If a cancellation request is made before the booking has been accepted or confirmed by the service provider, NuLook may cancel the booking and initiate a refund.
Cancellation After Confirmation
If the booking has already been confirmed or the service provider has started preparing for the service, cancellation may not be possible.
In certain situations, cancellation requests may be evaluated on a case-by-case basis depending on timing and service conditions.
5. Service Provider (Vendor) Cancellation
Service providers listed on the Platform may cancel bookings under certain circumstances including:
unavailability of the service provider
scheduling conflicts
operational issues
incorrect booking details
unforeseen circumstances beyond control
If a service provider cancels a booking after payment has been successfully processed, the user will be eligible for a full refund.
NuLook may monitor service provider cancellation behavior and take appropriate action in case of repeated cancellations.
6. Cancellation by NuLook
NuLook reserves the right to cancel any booking or service in situations including but not limited to:
technical errors affecting booking details or pricing
suspected fraudulent activity
violation of Platform Terms of Service
payment failures
operational or system issues
In such cases, users will be notified and eligible refunds will be processed.
7. Refund Eligibility
Refunds may be issued under the following circumstances:
Booking is cancelled before service provider confirmation.
Service provider cancels the booking.
NuLook cancels the booking due to operational or technical issues.
Failed transactions where payment was deducted but booking was not successfully created.
Duplicate payments for the same booking.
Refund eligibility may be subject to verification.
8. Non-Refundable Situations
Refunds may not be granted in the following cases:
services that have already been delivered or completed
cancellation after the service has commenced
no-show by the user at the scheduled time
incorrect details provided by the user
misuse of promotional offers or discounts
violation of Platform Terms
NuLook reserves the right to determine refund eligibility based on the circumstances of each case.
9. Refund Processing Timeline
Once a refund request is approved, the refund will generally be processed within 5–10 business days.
However, the time taken for the refund to reflect may vary depending on:
payment method
payment gateway processing
bank processing timelines
Refunds will typically be credited to the original payment method.
10. Payment Gateway Processing
Payments may be processed through third-party payment gateway providers.
NuLook does not store full financial details and relies on secure payment systems.
NuLook is not responsible for delays caused by payment gateways or financial institutions.
11. Failed Transactions
In certain cases, payment may be deducted but the booking may not be confirmed due to technical issues.
In such cases:
payment may be automatically reversed, or
NuLook may initiate a manual refund after verification
If the amount is not reversed within 7–10 business days, users may contact support.
12. Promotional Offers and Discounts
Bookings made using promotional offers or discount codes may have specific refund conditions.
Refunds will be limited to the actual amount paid.
Promotional credits are non-refundable and cannot be converted to cash.
13. Fraud Prevention
NuLook monitors transactions to detect fraudulent or abusive behavior.
Refunds may be denied where:
fraud is suspected
repeated misuse of refund policy occurs
Accounts involved may be restricted or terminated.
14. Requesting a Refund
Users requesting a refund or cancellation should provide:
registered mobile number
booking ID
description of the issue
Requests can be submitted via:
📧 hello@nulook.app
15. Policy Updates
NuLook reserves the right to update this Policy at any time.
Changes will be published on the Platform and become effective immediately.
16. Governing Law
This Policy shall be governed by the laws of India.
Any disputes shall fall under the jurisdiction of courts located in Bengaluru, Karnataka.
17. Contact Information
AFFLUORA SERVICES PRIVATE LIMITED (NuLook)
428, 1st Sector, 27th Main Rd
HSR Layout
Bengaluru, Karnataka – 560102
India
📧 Email: hello@nulook.app
