Refund Policy

ApnaSeva aims to provide customers with a simple and transparent process for requesting refunds when a booked service has not been provided, has been cancelled, or has been materially different from what was agreed at the time of booking.

Refund eligibility depends on the circumstances of the booking, service status, payment status, cancellation timing, and the nature of the issue reported by the customer.

A customer may be eligible for a full or partial refund where, subject to review, one or more of the following circumstances applies:

• The booked service was not provided.
• The booking was cancelled before the service was performed.
• The professional did not attend the appointment without a reasonable explanation.
• The service was materially different from the service that was booked.
• The customer was charged more than the amount properly agreed for the service.
• A payment was duplicated due to a technical or payment-processing issue.
• The service could not reasonably be completed because of an issue attributable to ApnaSeva or the assigned professional.
• Another circumstance exists where a refund is required by applicable law.

Refund approval is not automatic. ApnaSeva may review the booking, payment information, service details, communications, and other relevant information before approving a refund.

Customers may cancel a booking through the available cancellation process, subject to the applicable booking and cancellation conditions.

If a customer cancels before the professional has started the service, the customer may be eligible for a refund depending on the booking status and applicable cancellation terms.

Certain service, booking, inspection, convenience, or other applicable charges may be non-refundable where clearly disclosed before or during the booking process and permitted by applicable law.

Cancellations made shortly before the scheduled appointment or after the professional has started travelling to the service location may be subject to applicable cancellation charges.

The applicable charge may depend on the service category, booking status, timing of cancellation, and whether the professional has already incurred reasonable costs in connection with the booking.

Where a cancellation charge applies, the refundable amount may be reduced accordingly.

A refund may not be available where a professional arrives at the correct location but cannot reasonably begin the service because:

• The customer is unavailable.
• The provided address is incorrect.
• The property cannot be accessed.
• Required access or permission is not available.
• The service area is inaccessible.
• The customer does not provide necessary information or cooperation.

The outcome may depend on the circumstances and any applicable cancellation or failed-visit policy.

If a professional cancels a confirmed booking or does not attend the appointment without an appropriate reason, ApnaSeva may attempt to assist the customer with rescheduling or another available professional.

Where the service was not provided and the customer has already made an eligible payment, the customer may qualify for a refund subject to the applicable payment and refund process.

If a professional begins a service but cannot complete it, the customer should contact ApnaSeva support as soon as reasonably possible.

Depending on the circumstances, ApnaSeva may review:

• What work was completed.
• Why the service was not completed.
• Whether parts or materials were unavailable.
• Whether additional work was requested.
• Whether the customer or professional caused the interruption.
• The amount already paid.

A full refund, partial refund, rescheduling, or other resolution may be considered based on the circumstances.

If you believe that the completed service was materially defective, incomplete, or substantially different from what was booked, contact ApnaSeva support promptly.

To help investigate the complaint, customers may be asked to provide:

• Booking ID
• Service details
• Description of the issue
• Photographs or videos where relevant
• Payment information
• Other relevant evidence

ApnaSeva may communicate with the customer and service professional before determining an appropriate resolution.

Some home services cannot be accurately priced until the professional inspects the issue.

Additional charges may apply for parts, materials, labour, replacement components, installation requirements, or work outside the original service scope.

Customers should be informed of additional charges before additional work is performed wherever reasonably possible.

A refund request relating to an additional charge may be reviewed based on what was communicated and agreed before the additional work.

If you believe you have been charged twice for the same booking or have been charged an amount that does not match the applicable transaction, contact ApnaSeva support.

We may review the transaction records and payment status before processing any eligible refund.

Where the issue is caused by payment processing, the time required for correction may also depend on the relevant payment provider or bank.

Payments made through online payment methods may be processed by third-party payment providers.

Once ApnaSeva approves a refund, the refund may be sent through the original payment method where technically and operationally possible.

The time taken for the refunded amount to appear in a customer's account may vary depending on the payment gateway, bank, card issuer, or other financial institution.

A partial refund may be appropriate where only part of a service was not delivered or where the customer has received part of the service before cancellation or interruption.

The amount of any partial refund may depend on the work completed, applicable charges, materials used, and other relevant circumstances.

Certain amounts may be non-refundable where clearly disclosed and legally permitted, including certain service fees, cancellation charges, inspection charges, or costs already incurred in connection with a completed portion of the service.

Any non-refundable amount should be determined according to the applicable booking terms and information provided to the customer.

Where a service involves parts or materials, refund eligibility may depend on whether those parts or materials were already purchased, installed, consumed, returned, or otherwise used for the customer's service.

Customers may be responsible for properly disclosed costs relating to materials or parts that were legitimately supplied or installed.

To request a refund, contact ApnaSeva support and provide:

• Your booking ID.
• Registered phone number or account information.
• Reason for requesting the refund.
• Relevant payment information.
• Supporting photographs, videos, or other evidence where applicable.

Providing complete and accurate information helps ApnaSeva investigate and resolve the request more efficiently.

ApnaSeva may investigate a refund request by reviewing booking records, service details, payment records, communications, professional reports, photographs, videos, and other relevant information.

Customers and service professionals are expected to provide truthful information during an investigation.

Submitting false information or attempting to obtain a refund fraudulently may result in account restrictions or termination.

ApnaSeva may reject refund requests that appear to involve:

• False claims
• Manipulated evidence
• Repeated abusive refund requests
• Payment fraud
• Misrepresentation of service completion
• Attempts to obtain services without legitimate payment

Serious or repeated abuse may result in suspension or termination of the associated account.

Closing or deleting an account does not automatically create a right to a refund.

Eligible refund requests relating to previous transactions may still be reviewed where sufficient transaction information is available and the request is made within any applicable period.

ApnaSeva may update this Refund Policy from time to time to reflect changes in services, payment systems, operational processes, or applicable legal requirements.

The latest version will be published on the platform together with the applicable "Last updated" date.

This Refund Policy is intended to operate subject to applicable laws and regulations.

Nothing in this policy is intended to remove or restrict any mandatory consumer rights or remedies that cannot legally be excluded.

Where applicable law provides a customer with a greater right to a refund or remedy, that legal right will apply.