This policy explains how refunds work on Whato - for customers who book services, and for businesses on a Whato subscription plan. Please read this carefully before making a payment.
Booking cancellations and refunds
Whato processes booking payments through Razorpay, a licensed payment aggregator in India. When you pay for a booking, the money is split and transferred directly to the business's linked bank account via Razorpay Route - Whato does not hold or retain your payment at any point.
This means your money reaches the business immediately, just like paying via GPay directly - except Whato provides your booking confirmation and digital record.
Note: A small convenience fee is added to your booking total at checkout. This covers Razorpay's payment gateway charges so the business receives exactly their listed service amount. The convenience fee is non-refundable as it is remitted to Razorpay at the time of payment.
Because your payment goes directly to the business at the time of booking, Whato does not have the funds in our account. We cannot reverse or refund a payment that was never held by us.
Refunds can only be issued by the business that received your payment. Whato has no access to those funds once the payment is settled.
If you believe you are entitled to a refund - cancelled booking, service not provided, or a technical error - here is what to do:
Call or visit the business and request a refund. Their contact number is on your booking confirmation.
If the business is unresponsive, go to Support → Raise a Ticket → Select "Refund Request" and provide your booking ID. Whato will contact the business on your behalf.
The business sends the refund directly to your UPI number or bank account. Whato cannot process this transfer - only the business can.
Even though Whato cannot process refunds directly, we can:
For some niches (clinics, salons, gyms), the service fee is paid directly at the venue in person. Whato is not involved in or responsible for venue-level cash payments. Any disputes about in-person payments must be resolved directly with the business.
Subscription fee refunds
Whato collects monthly subscription fees from businesses through Razorpay Subscriptions. Unlike booking payments (which go directly to your business), subscription fees are collected and held by Whato. This means Whato can process refunds where eligible.
Subscriptions are billed monthly - ₹799 (Starter), ₹999 (Growth), or ₹1,299 (Pro) - and auto-renew each month until cancelled. A 30-day free trial is available on first subscription; no payment is collected during the trial period.
When you downgrade or cancel, your current plan remains active until the end of the billing period. You will not be charged again after cancellation.
Dashboard → Support → Raise a Ticket → Select Subscription Refund → Submit with a reason
Whato verifies the request - double payment or within the 7-day window
Processed via Razorpay back to your original payment method
If Whato suspends or terminates a business account for violation of our Terms and Conditions, no refund will be provided for any unused subscription period.
If Whato terminates a business account for reasons unrelated to a policy violation (e.g. platform changes or service discontinuation), a pro-rated refund for the unused days of the current billing period will be issued.
All approved refunds for business subscriptions are processed through Razorpay. Typical timelines after approval:
Whato is not responsible for delays caused by your bank or payment provider after the refund is initiated from our side.
For any refund query not resolved within 7 business days, contact us directly:
Whato Support
No. 78, Main Road, Okkur, Kilvelur
Nagapattinam, Tamil Nadu - 611002, India
GSTIN: 33DNUPA2907L1ZT
Udyam: UDYAM-TN-13-0039586
Email: hello@whato.in
Include your booking ID or subscription payment reference in the email.
Response time: within 1 business day.