Refund & Cancellation Policy

Last Updated: 24 November 2025

This Refund & Cancellation Policy ("Policy") governs refunds and cancellations for transactions made through the ShoUp mobile application ("App") operated by LOOPENGINE PHYGITAL PRIVATE LIMITED ("Company", "we", "us", "our").

By using the App and making any purchase or booking, you agree to this Policy. Please read it carefully before making any transaction.

1. About ShoUp

ShoUp is a marketplace platform that connects users with gyms, fitness classes, sports activities, and events. We facilitate discovery and booking of physical activity experiences through our mobile application.

Payment Processing: All payments are processed securely within the ShoUp mobile app through our payment partner Razorpay. This website does not process any payments or transactions.

2. Requesting Refunds and Cancellations

Currently, refund and cancellation requests are processed manually. To request a refund or cancellation, you must contact ShoUp directly via email.

2.1 Information Required

When requesting a refund or cancellation via email, please provide:

• Your booking reference number or transaction ID
• Date of the booking or transaction
• Reason for refund or cancellation request
• Your registered email address or phone number used for the booking
• Any supporting documents if applicable

2.2 Response Time

We will acknowledge your email request within 2-3 business days and provide an update on the status of your refund or cancellation request.

3. Cancellation Policy

3.1 User-Initiated Cancellations

You may request cancellation of a booking by emailing us at info@weshoup.com. Cancellation eligibility depends on:

• The specific service provider's cancellation policy
• The time remaining before the scheduled service
• Whether the service has already been consumed or partially consumed

Some bookings may be non-refundable or subject to cancellation fees as specified at the time of booking. Cancellation terms will be clearly displayed before you confirm your booking in the App.

3.2 Service Provider Cancellations

If a service provider (gym, class, event organizer) cancels a service you have booked:

• You will be notified through the App and/or email
• You will receive a full refund to your original payment method
• Refunds will be processed manually within 5-7 business days after approval

3.3 Cancellation Due to Technical Issues

If a cancellation is required due to technical issues on our platform:

• We will process a full refund upon verification
• You will be notified via email
• Refunds will be processed within 5-7 business days

4. Refund Policy

4.1 Refund Eligibility

Refunds may be available in the following circumstances:

• Service provider cancellation
• Technical issues preventing service delivery
• Duplicate transactions (subject to verification)
• As per the specific cancellation policy of the service booked
• Other circumstances as determined by ShoUp on a case-by-case basis

4.2 Non-Refundable Transactions

The following are generally non-refundable:

• Services marked as "non-refundable" at the time of booking
• No-show situations where you fail to attend without prior cancellation
• Services already consumed or partially consumed
• Cancellations made after the specified cancellation deadline
• Refund requests made beyond the specified time limit for the service

4.3 Refund Processing

When a refund is approved:

• Refunds will be processed to your original payment method
• Processing time is typically 5-7 business days after approval, but may vary based on your bank or payment provider
• You will receive a confirmation email once the refund is initiated
• You can track the status of your refund by contacting us at info@weshoup.com

4.4 Partial Refunds

In certain circumstances, partial refunds may apply:

• If cancellation fees are applicable as per the service provider's policy
• If a service is partially consumed
• As specified in the terms of the specific booking

5. Dispute Resolution

If you have concerns about a refund or cancellation:

• Contact our customer support at info@weshoup.com
• Provide your booking reference number and details of the issue
• We will review your request and respond within 2-3 business days
• We aim to resolve all disputes fairly and in accordance with this Policy

6. Payment Partner

Payments are processed securely through Razorpay, our payment service provider. Razorpay handles payment processing in compliance with applicable regulations and security standards.

For payment-related queries or disputes, you may also contact Razorpay support directly, though we recommend contacting us first at info@weshoup.com for a faster resolution.

7. Changes to This Policy

We may update this Policy from time to time. Updated versions will be posted within the App and on this website with a revised "Last Updated" date.

Continued use of the App after changes indicates acceptance of the updated Policy.

8. Contact Us

For any questions or concerns regarding refunds or cancellations, please contact: