Refund policy

Refund & Cancellation Policy

ActivitySuperMarket.com – Multivendor Adventure Marketplace

Effective Date: 7 December 2025

Last Updated: 7 December 2025

This document sets forth the comprehensive Refund and Cancellation Policy (the "Policy") that governs all bookings made on ActivitySuperMarket.com ("Platform"). This Policy forms an integral part of the Platform's separate Terms of Service and is a binding contract between ActivitySuperMarket ("Platform," "We," "Us," or "Our"), the Customer ("You" or "Customer"), and the Service Provider ("Vendor") utilizing the Platform.

BY ACCESSING OR USING THE PLATFORM, OR BY REQUESTING THE PLATFORM TO LIST ACTIVITIES THROUGH ANY EXTERNAL MEANS (INCLUDING EMAIL, PHONE, WHATSAPP, SMS, OR VERBAL COMMUNICATION), YOU ACKNOWLEDGE AND AGREE TO BE BOUND BY THIS ENTIRE POLICY, INCLUDING LIMITATIONS OF LIABILITY, INDEMNITY OBLIGATIONS, AND MANDATORY ARBITRATION.

  1. LEGAL NATURE OF THE PLATFORM & RELATIONSHIP

1.1 Intermediary Status
The Platform operates strictly as a technology intermediary and a connecting service. It enables independent, third-party Service Providers to list their offerings and allows Customers to discover and book these offerings.

1.2 Contractual Relationship (No Agency)
The service contract for the activity itself is exclusively between the Customer and the Service Provider. The Platform is not a party to, or bound by, the terms of that service contract. The Platform does not act as an agent, partner, joint venture, employer, franchisee, or co-seller of any Service Provider.

1.3 Service Provider Responsibility
The Platform does not own, operate, manage, control, or supervise the activities, equipment, staff, schedules, safety standards, training, or legal compliance of any Service Provider. The Service Provider is solely responsible for the execution, quality, safety, suitability, and legality of the activity.

1.4 No Verification of Service Provider Credentials
The Platform does not verify, audit, review, validate, or certify Service Provider licences, training certifications, permits, safety practices, insurance, personnel qualifications, or equipment. All such information is provided solely by the Service Provider. Participation in any activity is undertaken by the Customer at their own risk.

  1. BOOKING, PAYMENT, AND PLATFORM FEE

2.1 Booking Amount and Platform Fee (Strictly Non-Refundable)
A. At the time of booking, the Platform collects 15% of the activity price + applicable taxes ("Booking Amount").
B. This amount constitutes the Platform Fee, covering listing, marketing, technology, operational support, and booking facilitation.
C. The Platform Fee is strictly non-refundable under all circumstances. By completing the booking, the Customer irrevocably waives the right to dispute, chargeback, or reverse the Platform Fee transaction, except in cases of verifiable Platform failure to transmit booking confirmation.

2.2 Balance Payment (85% + Taxes) – Direct Service Provider Payment
A. The remaining 85% + taxes ("Balance Amount") is payable directly to the Service Provider at the official activity check-in/commencement time.
B. Any advance or voluntary payment made to the Service Provider prior to this time is at the Customer’s sole risk. The Platform bears no responsibility for disputes concerning the Balance Amount.

  1. CANCELLATION AND REFUND POLICY

3.1 Cancellation Models (Service Provider's Choice)
Every Service Provider listing on the Platform must select and display one of the following models:

A. Strict (Non-Refundable) Policy – No refund of the Platform Fee (15%) is possible under any circumstance.

B. Standard Windowed Policy (72 Hours) –

  • Cancellations made more than 72 hours before the scheduled activity time may, at the Platform’s discretion, receive a refund of the Platform Fee, subject to deductions of up to 5%.

  • Cancellations made within 72 hours of the activity time or no-shows are not eligible for any refund.

3.2 Service Provider Acknowledgement of Platform Limitations
By listing any service, Service Provider expressly acknowledge and agree:
A. Only two cancellation models are technically supported.
B. Service Provider assume all commercial risk arising from the inability to enforce stricter or custom cancellation terms.
C. The Platform may introduce additional options in the future but is under no obligation to do so.
D. Service Provider indemnify the Platform against any claims arising from disputes over unsupported cancellation structures.

3.3 Service Provider-Initiated Cancellations & Force Majeure
Activities may be cancelled, delayed, or modified due to weather, sea conditions, technical failures, staffing issues, government restrictions, natural calamities, or any event beyond reasonable control.

A. Refunds are not automatic. The Platform retains full discretion over whether to refund the Platform Fee.
B. If the Service Provider cancels the activity, the Platform may, as an act of goodwill, refund part or all of the Platform Fee after deducting gateway fees/service charges of up to 5%.
C. The Platform is never liable for consequential losses such as hotel bookings, ferry tickets, transportation, or any travel-related arrangements.

3.4 Refund Request, Documentation & Time Limit
A. All refund requests must be submitted via email stating correct order details for locating the related order.
B. Refund requests must be made within 30 days of the scheduled activity date. Failure to submit within this window constitutes a waiver of the right to claim a refund.
C. Approved refunds (if any) are processed within 28 business days from final approval.

  1. LIABILITY, INDEMNITY, AND DISPUTES

4.1 Limitation of Platform Liability (Strict Cap)
UNDER ALL CIRCUMSTANCES, THE PLATFORM’S TOTAL LIABILITY IS LIMITED EXCLUSIVELY TO THE PLATFORM FEE (15% + TAXES) COLLECTED FOR THAT SPECIFIC BOOKING.

The Platform is never liable for:

  • the Balance Amount (85% + taxes),

  • operational failures or safety lapses by Service Provider,

  • incidental, consequential, or special damages,

  • lost profits, lost business, or reputational loss.

4.2 No Criminal Complaints for Civil or Contractual Matters
The Customer agrees that all disputes relating to refunds, cancellations, service quality, delays, or non-performance are civil in nature. The Customer shall not initiate FIRs, police complaints, or criminal proceedings against the Platform for matters arising from this Policy.

Misuse of criminal proceedings constitutes a material breach. The Customer must indemnify the Platform for all losses, legal costs, and liabilities resulting from such misuse.

4.3 Customer–Service Provider Disputes
Any dispute concerning activity execution, safety, equipment, experience quality, timeliness, or Service Provider behaviour is strictly between the Customer and the Service Provider. Both parties agree to indemnify the Platform against all such disputes.

  1. GOVERNING LAW AND DISPUTE RESOLUTION

5.1 Governing Law
This Policy is governed by the laws of India.

5.2 Jurisdiction and Arbitration
A. All disputes arising from or connected to this Policy fall under the exclusive jurisdiction of courts in Bengaluru, Karnataka.
B. The Platform may elect to resolve disputes through binding arbitration under the Arbitration and Conciliation Act, 1996.
C. Arbitration seat and venue: Bengaluru, Karnataka. Language: English.

  1. AMENDMENTS

The Platform may revise, update, or modify this Policy at any time without prior notice. Continued use of the Platform constitutes acceptance of the revised terms.

  1. GRIEVANCE OFFICER

ActivitySuperMarket – Grievance Officer

📧 activitysupermarket@gmail.com
📞 +91-7846017234