Refund & Cancellation Policy

Effective Date: 4 August 2026

Last Updated: 4 August 2026

1. Introduction

This Refund and Cancellation Policy explains the cancellation, refund and booking-change terms applicable to retreats and related services booked through PickRetreats.

PickRetreats is owned and operated by:

CocoRoutes Hospitality Private Limited
CIN: U52291KL2025PTC092382
GSTIN: 32AAMCC4747K1ZE
Second Floor, Iris Plaza
Millennium Nagar
Edappally P.O.
Kochi, Ernakulam
Kerala – 682024
India

In this Policy, “PickRetreats”, “we”, “us” and “our” refer to CocoRoutes Hospitality Private Limited.

“Retreat Provider” refers to the resort, retreat centre, wellness centre, hospital, clinic, accommodation provider or other supplier responsible for providing the booked services. Where PickRetreats operates a retreat as the principal organiser, references to the Retreat Provider may include PickRetreats.

2. Retreat-Specific Cancellation Terms

Cancellation and refund conditions may vary depending on the retreat, package, room category, travel dates, promotional offer and Retreat Provider.

The cancellation and refund terms displayed or communicated for the specific retreat or booking before payment will apply to that booking.

Customers must review the applicable cancellation conditions carefully before confirming a booking.

The booking confirmation, quotation, invoice or payment page may specify:

• the cancellation deadline;
• the applicable cancellation charges;
• whether a deposit is refundable or non-refundable;
• the amount eligible for refund;
• the conditions applicable to date changes;
• no-show and early-departure conditions; and
• any provider-specific restrictions.

3. How to Request a Cancellation

Cancellation requests must be submitted in writing to:

Email: info@pickretreats.com

The cancellation request should include:

• the booking reference number;
• the lead traveller’s name;
• the retreat name;
• the scheduled arrival date;
• the reason for cancellation; and
• the email address and telephone number used for the booking.

Submitting a cancellation request does not automatically cancel the booking.

A cancellation becomes effective only after the relevant Retreat Provider approves the cancellation and PickRetreats communicates the approval to the customer in writing.

4. Cancellation Charges

Cancellation charges will be determined according to the terms applicable to the specific booking.

Depending on those terms, cancellation charges may include:

• amounts retained by the Retreat Provider;
• non-refundable deposits;
• charges for services already provided;
• payment-processing charges;
• booking or service fees that were disclosed before payment; and
• other non-recoverable supplier costs.

Any booking or service fee charged by PickRetreats will be non-refundable only where this was clearly disclosed before payment.

5. Refund Eligibility

A refund will be available only when:

• the applicable booking conditions permit a refund;
• the Retreat Provider approves the refund;
• the refundable amount has been confirmed; and
• PickRetreats receives the refundable amount from the Retreat Provider, where the payment is held by or payable through that provider.

PickRetreats will not be required to refund an amount that has not been approved or returned by the Retreat Provider, except where PickRetreats is independently responsible for the refund under applicable law.

6. Refund Processing

Once the refund has been approved and the applicable funds have been received from the Retreat Provider, PickRetreats will initiate the refund as soon as reasonably possible.

Approved refunds will be made only to the original payment method used for the booking.

PickRetreats cannot transfer an approved refund to a different card, bank account, digital wallet or payment method.

The time required for the refunded amount to appear may depend on the payment gateway, bank, card network or payment provider.

7. Payment-Gateway, Bank and Currency Charges

Payment-gateway charges, bank charges, card charges and currency-conversion charges will be refunded only where the relevant payment provider returns those charges to PickRetreats.

PickRetreats is not responsible for:

• foreign-exchange rate differences;
• charges imposed by the customer’s bank or card issuer;
• international transaction charges;
• intermediary bank charges; or
• delays caused by banks or payment-service providers.

8. Duplicate or Incorrect Charges

If a customer believes that the same payment has been charged more than once or that an incorrect amount has been charged, the customer should contact PickRetreats at info@pickretreats.com.

PickRetreats will review the payment records and may request supporting documents or bank statements.

A verified duplicate or incorrect charge will be refunded to the original payment method.

9. No-Shows

A customer will be treated as a no-show when the customer does not arrive for the retreat on the confirmed arrival date and has not obtained an approved cancellation or date change.

No-shows are refundable only when the Retreat Provider approves a refund.

Where no refund is approved, the Retreat Provider may retain up to the full booking amount in accordance with the booking conditions.

10. Late Arrivals and Early Departures

A customer will not automatically be entitled to a refund for:

• arriving after the confirmed arrival date or check-in time;
• departing before the confirmed departure date;
• missing treatments, consultations, meals or activities;
• choosing not to use an included service; or
• reducing the duration of the retreat after arrival.

A refund for an early departure or unused service will be available only when the Retreat Provider approves the refund.

11. Booking Changes

Requests to change travel dates, retreat programmes, room categories, traveller names, duration or other booking details are subject to availability and approval by the Retreat Provider.

A booking change may result in:

• a difference in price;
• an amendment fee;
• additional supplier charges;
• revised cancellation conditions;
• loss of a promotional price; or
• cancellation of the original booking and creation of a new booking.

A requested change is valid only after it has been approved and confirmed in writing by PickRetreats.

12. Cancellation by a Retreat Provider

A Retreat Provider may occasionally cancel or materially change a confirmed booking because of operational, safety, medical, regulatory or other unavoidable circumstances.

Where possible, the Retreat Provider or PickRetreats may offer:

• alternative travel dates;
• a different room or programme;
• a comparable retreat; or
• another suitable arrangement.

If the Retreat Provider cancels the confirmed booking and cannot provide a suitable alternative, PickRetreats will refund the amount approved and returned by the Retreat Provider.

The refund will be issued only to the original payment method.

13. Medical or Personal Reasons

Illness, injury, pregnancy, changes in medical condition, family emergencies, changes in personal circumstances or inability to travel do not automatically create a right to a refund.

Any refund will depend on:

• the cancellation terms applicable to the booking;
• the timing of the cancellation request;
• the approval of the Retreat Provider; and
• the amount returned by the Retreat Provider.

The customer may be asked to provide reasonable supporting documents where a refund is requested for medical reasons.

Customers are strongly encouraged to obtain suitable travel and medical insurance that covers cancellation and interruption of travel.

14. Visa Refusal and Travel Documents

Visa refusal, delay in obtaining a visa, passport problems, immigration restrictions or failure to obtain required travel documents do not automatically entitle the customer to a refund.

Refund eligibility will be determined according to the cancellation terms applicable to the booking and the Retreat Provider’s approval.

15. Transport Delays and Missed Arrivals

PickRetreats is not responsible for a customer’s inability to attend a retreat because of:

• flight or train cancellations;
• transport delays;
• missed connections;
• traffic disruption;
• incorrect travel arrangements; or
• late arrival at the retreat.

Any refund in such circumstances will depend on the applicable booking conditions and the approval of the Retreat Provider.

16. Force Majeure

A booking may be affected by circumstances beyond the reasonable control of PickRetreats or the Retreat Provider, including:

• natural disasters;
• floods, fires, earthquakes or severe weather;
• epidemics, pandemics or public-health restrictions;
• war, terrorism or civil unrest;
• strikes or transport disruption;
• government orders or border closures;
• visa or immigration restrictions;
• closure of a retreat or destination by a competent authority; or
• other comparable events beyond reasonable control.

In such circumstances, available options may include rescheduling, an alternative service, booking credit or a refund.

Any refund will depend on:

• the applicable booking conditions;
• services already provided;
• non-recoverable supplier costs;
• the amount approved and returned by the Retreat Provider; and
• applicable law.

17. Promotional and Special-Rate Bookings

Promotional, discounted, early-bird, last-minute or special-rate bookings may have stricter cancellation conditions.

Such bookings may be partially refundable or completely non-refundable where this is clearly disclosed before payment.

18. Refund Status

Customers may request an update on an approved refund by contacting:

Email: info@pickretreats.com

The request should include:

• the booking reference;
• the customer’s name;
• the payment date;
• the amount paid; and
• the refund approval details.

19. Chargebacks and Payment Disputes

Customers should contact PickRetreats before initiating a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue.

Where a chargeback is initiated, PickRetreats may provide the relevant booking confirmation, payment records, communications, cancellation terms and refund status to the payment provider or bank.

Nothing in this section prevents a customer from exercising a legitimate right available under applicable law.

20. Changes to This Policy

PickRetreats may update this Refund and Cancellation Policy to reflect changes in its services, booking processes, Retreat Provider arrangements or applicable law.

The updated Policy will be published on the PickRetreats website with a revised “Last Updated” date.

The cancellation conditions accepted at the time of booking will ordinarily continue to apply to an existing confirmed booking.

21. Contact Information

Cancellation, refund and payment-related enquiries may be sent to:

Director, CocoRoutes
CocoRoutes Hospitality Private Limited
Second Floor, Iris Plaza
Millennium Nagar
Edappally P.O.
Kochi, Ernakulam
Kerala – 682024
India

Email: info@pickretreats.com

Telephone: +91 9895 22 07 09

Website: www.pickretreats.com