Cancellation & Refund Policy

There are two separate payments, and they go to two different people.

Sajeya’s booking fee is paid to us when you book. It covers our own service to you: finding and verifying the artist, holding your date, and Booking Assurance. It is shown as its own line before you pay.

The artist’s own charge is paid directly to her on the day of the service, once she has arrived and done the work — in cash or online, with both of you confirming it in the app so there is a record.

You pay the artist nothing in advance. We never hold her money and never pass yours to her, so the only amount we can refund is our own fee — which is also the only amount you have paid before the day.

Every booking on Sajeya is a confirmed booking. If your booked artist does not arrive, we work down the backup artists you chose when you booked. If one of them is free, that becomes your booking at their price, and your booking fee carries over — you do not pay it twice. If none of them can take it, we refund our fee in full and pay you a service-failure amount of 10% of your booking value, up to a maximum of ₹5,000.

This is automatic. There is no form to fill in, no assessment of what the day cost you, and no decision for us to make. Tell us during your booking slot that your artist has not arrived and it follows from there. In most cases we will have noticed first and messaged you already.

This is our commitment on the booking service we provide — we confirmed a booking and it did not happen. It is not an insurance product, you pay nothing for it, and it does not extend to any other loss you may have suffered.

If you chose not to name any backup artists when booking, our fee is still refunded in full, but the service-failure amount does not apply. You are told this at the moment you decline.

This is different from a no-show and it is not automatic. Raise an issue from your dashboard and our team will look at the booking record — the arrival log, the settlement record and any photographs — and decide what is fair, which may include refunding our fee.

What we can decide on is our own fee. The artist’s charge, and anything about the service itself — the look, the products used, a reaction to them, or a disagreement on the day — is between you and the artist. We will share the booking record with both of you and help you talk it through, but we are not a party to it and cannot pay or refund on the artist’s behalf. See section 10 of the Terms of Service.

This is the main reason we ask you to book and settle on the platform rather than privately: if there is no record, there is nothing for us to act on.

Before your artist confirms, you can cancel from your dashboard and our fee is refunded in full. At that point nothing has happened yet: your artist has not accepted, your contact details have not been shared, and no date has been held for you.

The same applies if your artist declines, or does not respond in time. You get everything back, automatically, without asking.

Once your artist confirms, the fee is not refundable. That is the moment the booking becomes real: we release your contact details to each other, your artist blocks out the date and stops accepting other work for it, and our Booking Assurance starts running. For a wedding date booked months ahead, that lost work is not recoverable for her, and the introduction is not something we can take back.

This is deliberately a single, clear line rather than a sliding scale of percentages and notice periods. You always know exactly where you stand: before confirmation everything comes back, after confirmation it does not.

If your plans change rather than disappear — a date moves, you want a different package — write to us. We can often move a booking instead of cancelling it, if your artist is free. That is at our discretion and we cannot promise it, but we would much rather move a booking than lose one.

None of this applies when the failure is ours. If your artist does not arrive, or cancels after confirming, see Booking Assurance above — you are refunded in full either way.

If an artist cancels a confirmed booking, our fee is refunded in full and we will help you find another artist for your date.

Refunds are returned to the original payment method through our payment provider. Once we approve a refund, the money typically takes a few working days to appear, depending on your bank or card issuer.

Anything you pay the artist directly is, by its nature, settled between you and her. What we refund is our own fee. This is also why artists are not allowed to ask you for an advance outside Sajeya — if one is paid, we cannot get it back for you.

We start a refund within 3 working days of approving it. After that the timing is with your bank or card issuer, which usually takes a further 5 to 7 working days. Where a refund is automatic — an artist declining, or not responding — it is started the same day.

Report a problem from the booking in your dashboard, or contact us. Please do it as soon as you can — the sooner we hear, the more we can do.

A no-show must be reported during your booking slot, while there is still time for us to send a backup artist. That is the whole point of Booking Assurance — it is a rescue, not a rebate, and after the day has passed there is nothing left to rescue.

Any other problem — the look was materially not what you booked, the artist arrived very late — should be raised within 7 days of the service. We look at the booking record when we decide, and photographs and memories both fade quickly.