Cancellation & Refunds
This policy explains when a paid PalStory event can be cancelled, how refund eligibility is determined and how approved refunds are processed.
Last updated: 16 September 2026
Simple rule
If cancellation is requested within 24 hours of purchase and the PalStory event has not been materially used, the cancellation may qualify for a refund of 90% of the amount paid. PalStory retains 10% as a cancellation and processing charge.
Material use may include guest submissions, meaningful use of the QR collection experience or substantial use of paid PalStory functionality.
A customer-requested cancellation made within 24 hours of purchase, provided the event has not been materially used.
For an eligible customer-requested cancellation, PalStory will refund 90% of the amount paid and retain 10% as a cancellation and processing charge.
A confirmed duplicate payment for the same intended PalStory purchase.
Payment succeeds but PalStory cannot provide the purchased service because of a confirmed PalStory technical or service failure.
Guest submissions have already started.
The QR collection has been meaningfully used for the event.
The organizer changes their mind after materially using paid event features.
The organizer does not use the event after purchase even though the service was available.
Changing or postponing the event date does not by itself qualify for a refund where the event date can be updated through PalStory.
Selecting the wrong paid plan does not by itself qualify for a refund where an available PalStory plan-change or upgrade option can be used.
Paid events
Celebration, Professional and Customize are purchased per event. Once an event has started receiving guest submissions or paid PalStory functionality has been materially used, the digital service has begun to be delivered.
If cancellation is requested within 24 hours of purchase and the event has not been materially used, an eligible customer-requested cancellation will normally receive a 90% refund. PalStory retains 10% of the amount paid as a cancellation and processing charge.
Once one or more guest videos have been successfully submitted, change-of-mind cancellations are normally not refundable.
If the event QR collection has already been meaningfully used for the intended event, a customer-requested cancellation is normally not refundable.
A confirmed duplicate payment for the same intended purchase may qualify for a 100% refund of the duplicate transaction.
If PalStory is unable to provide the purchased service because of a confirmed technical or service failure attributable to PalStory, the affected purchase may qualify for a 100% refund.
Selecting the wrong plan, changing the event date or postponing an event does not by itself qualify for a refund. Where available, organizers should use PalStory's event-management options to update the event date or upgrade the event plan.
Choosing not to use a paid PalStory event does not by itself create a right to a refund where the purchased service remained available.
Professional events cannot be downgraded to Celebration. An available plan upgrade or event-management option does not create a separate right to a refund.
Refund process
Eligible cancellation requests are checked against the event and payment record before any refund is initiated.
Open the event from your PalStory organizer dashboard and choose the cancellation option before the event starts.
PalStory checks the purchase time, event status, guest submissions, QR usage and whether the paid service has been materially used.
If eligible, PalStory shows the refundable amount before confirmation. Standard eligible customer cancellations receive 90% of the amount paid.
After confirmation, the refund is initiated through the original payment method and its processing status is tracked by PalStory.
Cancellation deduction
Where a customer-requested cancellation qualifies under this policy, PalStory will normally refund 90% of the amount originally paid and retain 10% as a cancellation and processing charge.
This 10% deduction does not apply to confirmed duplicate payments or confirmed PalStory service failures that qualify for a 100% refund.
Payment processing
PalStory may process payments and refunds through third-party payment providers such as Razorpay. After an eligible refund is initiated, PalStory records and tracks the refund status.
The time required for an approved refund to appear in the customer's account may depend on the payment provider, payment method and bank.
Where supported, PalStory may issue full or partial refunds. The total amount refunded for a transaction will not exceed the amount originally paid.
Event cancellation
Open the event from your organizer dashboard to check cancellation eligibility. If the event qualifies, PalStory will display the applicable deduction and refundable amount before you confirm.
Eligible standard customer-requested cancellations receive 90% of the amount paid after the 10% cancellation and processing deduction.
Go to Organizer DashboardPayment or service issue
If you believe you were charged twice or a confirmed PalStory service failure prevented delivery of the purchased service, contact us at hello@palstory.in. These cases may qualify for a 100% refund under this policy.
Applicable rights
Nothing in this policy is intended to limit any consumer or statutory right that cannot legally be excluded. Where applicable law provides greater rights than this policy, those legal rights will apply.
