Complaint Against L7 Club & Lounge, Pune Regarding Misleading Entry Terms, Refund Denial, and Unprofessional Conduct

Dear Sir/Madam, I would like to raise a formal consumer complaint regarding my experience at L7 Club & Lounge, Pune, on 22 August 2026. I visited the pub with three other people, making a total of four members. At the time of entry, I paid ₹8,000. The reception staff provided us with coupons and clearly informed us that whatever amount we spent inside the pub would be deducted from the ₹8,000, and the remaining balance would be refunded to us. During our visit, we spent ₹3,275. After completing our visit, we returned to the reception counter expecting a refund of the remaining ₹4,725. However, the reception staff denied giving us any such information and stated that they had never told us that the unused amount would be refunded. I understand that there could possibly have been some misunderstanding from my side, or that I may not have heard the conditions correctly. However, all four members who were with me understood the same information, which makes this situation particularly concerning. My concern is straightforward: if I paid ₹8,000 and only ₹3,275 was actually utilized, why is the remaining ₹4,725 being retained without providing a clear and transparent explanation at the time of entry? Furthermore, the terms and conditions were displayed on a very small and difficult-to-read poster, which was not clearly visible to customers. If there was a condition stating that the unused amount would not be refunded, it should have been clearly and prominently communicated to customers before collecting the ₹8,000. I would also like to bring to your attention the unprofessional and unacceptable behavior of the manager and reception staff when I raised the issue. Instead of properly addressing my concern and explaining the policy, they denied the information given to us and failed to provide a satisfactory resolution. Therefore, I request the concerned authority to: Investigate the entry/payment and refund policy followed by L7 Club & Lounge. Verify whether the terms and conditions were clearly and prominently disclosed before collecting the ₹8,000. Investigate the circumstances surrounding the collection of ₹8,000 and the denial of the remaining ₹4,725. Examine the conduct of the reception staff and manager. Determine whether the incident involves any misleading representation, unfair trade practice, or violation of consumer rights. Direct the establishment to provide a proper written explanation and refund the legitimate unused amount, if applicable. I am prepared to provide payment proof, coupons, photographs/videos of the terms and conditions displayed at the venue, and any other supporting evidence required for the investigation. I request the Consumer Affairs Department to kindly look into this matter and take appropriate action if the allegations are found to be genuine.