Cancellation & Refund Policy

At Service At Home, we aim to provide flexible and transparent booking policies while ensuring fairness for both customers and service providers. This Cancellation & Refund Policy explains the conditions under which cancellations, rescheduling, and refunds are handled.

1. General Cancellation Policy

Customers may cancel or reschedule a booking through the Service At Home app, website, or customer support.

Free Cancellation

• Cancellation is free if made before the allowed cancellation window shown during booking confirmation.

Late Cancellation

• Cancellations made after the allowed window may be subject to cancellation charges up to 100% of the service fee depending on preparation and provider allocation.

No-Show Policy

• If the customer is unavailable at the scheduled time or location after reasonable waiting time (usually 15–30 minutes), the booking will be treated as a No-Show, and charges may apply.

2. Rescheduling Policy

• Rescheduling is allowed subject to provider availability.
• Requests must be made within the permitted timeframe shown at booking.
• Multiple rescheduling requests may incur additional fees.

3. Refund Eligibility

Refunds may be issued under the following circumstances:

• Service provider fails to arrive.
• Service cannot be completed due to provider-related issues.
• Duplicate payment or billing error.
• Cancellation within eligible free cancellation period.
• Verified service quality issue reported within 24 hours of service completion.

Refund approval is subject to review by Service At Home support team.

4. Non-Refundable Situations

Refunds will not be issued when:

• Service has already started or completed.
• Incorrect booking details were provided by the customer.
• Customer refuses service upon provider arrival without valid reason.
• Hygiene-sensitive services have been delivered (meals, salon treatments, catering food).
• Dissatisfaction caused by personal preference rather than service failure.

5. Category-Specific Policies

5.1 Healthy Meal Plans

• Subscription cancellations must be requested at least 48 hours before next delivery cycle.
• Meals already prepared or dispatched are non-refundable.
• Subscription pauses must be requested in advance.
• Refunds are calculated only for unused remaining days.

5.2 Catering Services

• Cancellation 72 hours or more before event: Eligible for partial/full refund (excluding preparation costs).
• Cancellation within 72 hours: Cancellation charges apply.
• Same-day cancellation: Non-refundable due to food preparation.

5.3 Cleaning Services

• Free cancellation allowed within permitted timeframe.
• If cleaning staff arrives and access is not provided, full service fee may be charged.

5.4 Home Care & Maintenance

• Inspection or call-out fees may be non-refundable once technician is dispatched.
• Materials purchased specifically for the job are non-refundable.

5.5 Car Care Services

• Cancellation allowed before technician dispatch.
• Once service team reaches location, cancellation fee may apply.

5.6 Salon & Spa Services (Ladies & Gents)

• Cancellation must be made before professional arrival.
• Services started or completed are non-refundable due to hygiene standards.

5.7 Child Care, Elder Care & Staffing Services

• Advance bookings require minimum notice period for cancellation.
• Placement or recruitment fees (if applicable) are non-refundable after staff assignment.
• Refunds apply only to unused confirmed service hours where eligible.

5.8 Personal Trainers & Home Chefs

• Sessions cancelled within allowed notice period may be rescheduled.
• Late cancellations may result in session deduction.
• Package refunds are calculated on unused sessions only.

6. Refund Processing Time

• Approved refunds are processed within 7–14 business days.
• Processing time may vary depending on payment provider or bank.

7. Refund Method

Refunds will be issued via:

• Original payment method, or
• Service wallet credit (if applicable).

Cash payments may be refunded via bank transfer or wallet credit.

8. Service Quality Complaints

Customers must report issues within 24 hours of service completion with supporting details or evidence. Service At Home reserves the right to investigate before issuing refunds or compensation.

9. Policy Updates

Service At Home reserves the right to modify this policy at any time. Updated policies will be published on the platform.