Refund & Cancellation Policy

1. Applicability

This Refund and Cancellation Policy ("Policy") applies to all online payments made through the Website www.uboak.in and the member portal app.uboak.in, including payments made for booking the guest house(s) of the Union Bank Officers Association (Kerala State) ("the Association") and payments made towards membership subscriptions, welfare fund contributions or other dues collected through payment links, QR codes or similar electronic modes. This Policy forms part of, and is to be read together with, the Terms and Conditions published on the Website.

2. Guest House Booking — General Rule of Non-Refund

The guest house booking facility of the Association is a members' welfare facility offered on a limited-inventory basis. Once a booking is confirmed and the booking amount is credited to the Association through the Payment Gateway, the booking is treated as final.

In the normal course, bookings are non-cancellable and the booking amount already paid is non-refundable, irrespective of the reason for non-utilisation, including change of plans, non-arrival, early check-out, or any similar circumstance attributable to the User.

3. Exceptional Refunds

Notwithstanding Clause 2 above, the Association may, in special or extenuating circumstances (such as, illustratively, a booking rendered impossible due to reasons attributable solely to the Association, or genuine hardship of a member), consider a refund or waiver of the cancellation consequence.

The grant of any such exceptional refund, in whole or in part, and the amount and mode thereof, shall be entirely at the sole discretion of the Association. A request for exceptional refund does not, by itself, entitle the User to a refund, and the Association's decision on such a request shall be final.

Users seeking consideration of an exceptional refund must submit a written request, with reasons, to gs@uboak.in or the phone number stated above, along with the booking reference and payment transaction details.

4. Failed, Duplicate or Erroneous Transactions

Where an amount has been debited from a User's account but the corresponding booking or payment was not successfully registered on the Website (a failed transaction), or where a User has been charged more than once for the same booking or contribution due to a technical error (a duplicate transaction), the excess or erroneous amount will be refunded to the original payment source, subject to verification, in accordance with the timelines applicable to the Payment Gateway and the Reserve Bank of India's guidelines on such transactions. Such refunds are corrective in nature and are distinct from, and not to be treated as, a cancellation-related refund under Clause 2.

5. Membership Subscriptions and Fund Contributions

Payments made towards membership subscriptions, welfare fund contributions or other dues of the Association through payment links, QR codes or similar modes are, in the normal course, non-refundable once processed, save where the payment falls within the category of a failed, duplicate or erroneous transaction described in Clause 4, or where the Association, at its sole discretion, decides otherwise in a specific case.

6. Mode and Timeline of Approved Refunds

Where a refund is approved under this Policy, whether under Clause 3 or Clause 4, it shall ordinarily be processed to the original mode/source of payment through the Payment Gateway, within the timelines applicable to the Payment Gateway and the issuing bank, which the Association shall communicate to the User upon approval of the refund.

7. No Cash Refunds

As all payments are collected electronically through the Payment Gateway, refunds, where approved, shall be made only through electronic means to the original payment source, and not in cash.

8. Contact for Refund-Related Queries

Any query, complaint or request relating to a payment, booking or refund may be addressed to the Association at: Email: gs@uboak.in | Phone: +91 97477 73220 | Address: Thanal, 2nd Floor, RJ Madolil Towers, Peroorkada P.O., Trivandrum – 695005, Kerala.

9. Amendment

The Association may amend this Policy from time to time. The revised Policy will be published on the Website with an updated Effective Date and shall apply prospectively to bookings and payments made thereafter.