Cancellation & Refund Policy.

1. What this policy covers

This policy sets out how cancellations, no-shows, partner cancellations, refunds and failed payments work for every booking made through the Jhatpat app, website or WhatsApp channel. It forms part of the Terms of Service. Any service-specific rule shown in the app before you confirm (for example a package or plan with its own cut-off) is part of this policy and prevails for that booking. Today every booking is direct pay: you pay the partner or shop directly, in cash or by UPI (Terms section 8). The parts marked when online payment is offered apply only to a booking paid in the app; online payment is not offered today.

2. Free cancellation window

• Direct pay (today) — nothing is charged in the app, so cancelling a booking in the app is free of charge. Please cancel as early as you can: a partner may already be on the way, and repeated late cancellations or no-shows may limit your account.
• Repeat plans and subscriptions — pause, resume or end a plan, or cancel a single upcoming visit, free of charge; a visit already done is paid to the partner as usual.
• Quotes for custom work (mehendi, décor, photography, packages) — free to decline until you approve the quote.
• When online payment is offered — a booking paid in the app can be cancelled free of charge until 60 minutes before the slot start, and a Right now (instant) booking until a partner is assigned; after that the fees in section 3 apply. A plan paid in the app can be paused or ended, or its next visit cancelled, free until 60 minutes before that visit; visits already completed are not refundable.

Cancel from Bookings → the booking → Cancel. The app always shows the exact fee, if any, before you confirm the cancellation.

3. Late cancellation and no-show fees

Under direct pay no cancellation or no-show fee is charged; repeated late cancellations or no-shows may limit your account instead. When online payment is offered, the following fees apply to a booking paid in the app once a partner is assigned and within 60 minutes of the slot, because a partner has set aside time and is travelling. They compensate the partner and are shown before you confirm:

Situation	Fee
Time-based, task or care booking cancelled late	The lower of ₹49 or 25% of the booking value
Repair or visit-based booking cancelled after the partner has started travelling	50% of the visit fee; the full visit fee once the partner has arrived
Ride, courier or move cancelled after the driver is assigned	₹20 dispatch fee, plus metered waiting charges if the driver has already arrived
No-show — partner reaches the address but no one is available, access is refused, or the address is materially wrong	Treated as a late cancellation; a visit-based booking is charged the full visit fee
Shop order cancelled after the shop has accepted it	Perishable, custom-printed or prescription items already prepared are not refundable; other items are refunded in full

Fees are deducted from the amount you paid and the balance refunded under section 8. If a partner does not arrive within 20 minutes of the slot window ending, no fee ever applies.

Shop orders: check at the door. Check your items when they arrive. If an item is wrong, damaged or past its expiry date, refuse it and don't pay for it, or report it in the app within 24 hours of delivery; the shop then replaces it or refunds you for it. Perishable or opened items can't be returned unless they were wrong or damaged.

4. Changing the time

A booking cannot be rescheduled: to change the time, cancel and book again.

5. Partner or Jhatpat cancellation

If the assigned partner cancels, we first try to assign a replacement for the same slot and tell you in the app. If no acceptable replacement is arranged, or a partner does not arrive within the promised window and no replacement is offered, the booking is cancelled at no charge: under direct pay you owe nothing, and any amount paid in the app is refunded in full. If Jhatpat cancels a booking for safety, weather, curfew, force majeure or operational reasons, you owe nothing for the unperformed service, and any amount paid in the app for it is refunded in full.

6. Repairs, visit fees and quotes

Where a service has a visit fee (for example a ₹99 inspection fee), it is shown before you book, covers the partner's travel and inspection, and is paid to the partner at the visit. After inspection the partner sends an itemised quote in the app; work starts only after you approve it. If you decline the quote, the booking closes and you pay the partner only the visit fee. If work stops midway because of a hazard, missing part or your decision, you pay only for the visit and the approved work actually done, as recorded in the app. A re-do within the period shown on the service page is free if the same fault recurs on the same scope of work.

7. Rides, courier and moves

Fares are estimated from the map route before booking and metered on the actual route. Within ±10% of the estimate you pay the estimate; beyond that, you pay the metered fare shown in the app at the drop. If the driver cancels and no replacement is offered, you owe nothing, and a fare paid in the app is refunded in full. Waiting charges apply after 5 minutes at pickup. Items that the driver refuses because they are prohibited (see the Safety, Trust & Regulated Services Policy) are treated as a customer cancellation.

8. Refund method and timing

Direct pay (today). Jhatpat holds no money from you for the service, so there is no in-app refund. If you paid a partner or shop and something went wrong — the work was not done, an item was missing, you were asked for more than the app showed, or you paid twice — report it from the booking through Help & support. When the app asks after a job whether you paid, answering that you did not, or that you paid a different amount, also opens a ticket. We review the job record with the partner and tell you the outcome in the ticket; money you are owed is refunded to you by the partner, directly. A partner who does not refund an amount agreed in the ticket may be suspended under the Service Partner Terms.

When online payment is offered. Approved refunds go back to the original payment method (UPI, card or net banking) and are initiated within 24 hours of approval; banks and card networks then take 5–7 working days to credit them. There is no Jhatpat wallet, and no refund is paid into one. Promotional credits used on a cancelled booking are returned as credits with their original expiry.

9. Failed, duplicate or reversed payments

Under direct pay, if a UPI payment to a partner failed, was debited twice or did not reach the partner, keep the UPI reference and report it from the booking; we help you and the partner trace it, and a reversal itself is made by your bank or the partner. When online payment is offered: if money left your account but the booking shows as unpaid, the payment usually reverses automatically within 5–7 working days; if it does not, send the transaction reference to support and we will trace it with the payment partner that took it (Cashfree or Razorpay). Duplicate payments are refunded once verified. If a payment is reversed or charged back after a service is performed, the amount remains payable and we may restrict your account until it is settled.

10. Quality complaints and Jhatpat Assured

If the published scope was not met, report it within 24 hours of the booking ending, with photos where relevant. We review the job record and, at our discretion, arrange a free re-do or a refund of the affected part of the booking; money you paid the partner is refunded by the partner. Refunds under Jhatpat Assured never exceed the amount you paid for that booking. Issues reported after 24 hours, work arranged off-platform, and losses caused by inaccurate instructions or unsafe conditions at the location are not covered. Nothing here limits your statutory rights under the Consumer Protection Act, 2019.

11. Money you receive (scrap, buyback)

For scrap and buyback bookings the money flows to you. You may decline the final offer or weighed amount at the door and keep your item at no charge. Once you accept in the app, the sale is final and the partner pays you the amount directly at your door, in cash or by UPI as the app shows; a device that has been reset in front of you cannot be returned. If the partner does not arrive, simply rebook — there is never a charge.

12. Fraud and abuse

Refunds or credits may be withheld, reversed or investigated where there is reasonable evidence of fraud, collusion with a partner, fabricated complaints, manipulated photos or abuse of promotions. We will tell you what is being reviewed and give you a chance to respond through the Grievance Officer.

13. Contact

Help & support in the app (WhatsApp, call-back, chat, 2 pm – 5 pm) · [email protected] · Grievance Officer: Anmol Mishra, Managing Director (see the Grievance Redressal & Customer Support Policy).

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