Refund & Cancellation Policy

Refund & Cancellation Policy
📌 Introduction

At Servesal, we aim to maintain fairness for both customers and service professionals.
This policy clearly explains how cancellations, charges, and refunds are handled.

⏳ Cancellation Before Service

  • Customers must cancel or reschedule at least 3 hours before the scheduled time to avoid charges.

  • If cancelled within 3 hours, a ₹100 cancellation charge will apply.

👉 This charge compensates the professional for reserved time and missed opportunities.

🚪 Cancellation After Professional Arrival

  • If the professional has already arrived and the customer cancels, a ₹100 visiting charge will apply.

  • If the professional cancels due to unsuitable conditions, the charge may or may not apply depending on the situation.

⏱️ No-Show Policy

  • If the customer is unavailable (not answering calls or not allowing entry), the professional will wait for 15 minutes.

  • After that, the booking will be treated as cancelled and a ₹100 no-show charge will apply.

🔧 Cancellation After Service Starts

  • If the customer cancels after the service has started, charges will apply based on the work completed.

  • The final charge will be determined based on time, effort, and resources used, and may be decided by the professional.

💰 Refund Policy
Refund Time

  • Refunds are processed within 4 working days (excluding government holidays).

  • If holidays fall in between, the timeline may extend accordingly.

Refund Conditions

  • Advance Payment (Online):

    • If cancelled at least 3 hours before service → refund to Servesal wallet within 4 hours

    • If refund is processed to the original payment source, 3% payment gateway fee will be deducted

  • After Deduction Rule:

    • If any applicable charge (e.g., ₹100 cancellation/visiting/no-show fee) is deducted,

    • The remaining amount will be calculated first

    • Then 3% gateway fee will be deducted from the remaining amount

👉 Example:
If ₹500 is paid online and ₹100 cancellation charge applies:

  • Remaining = ₹400

  • 3% gateway fee = ₹12

  • Final refund = ₹388

❌ Non-Refundable Situations

Refund may not be provided in the following cases:

  • Dissatisfaction based on personal expectations

  • Requests beyond service scope

  • Extra work demands not included in booking

  • Misuse or repeated refund requests

👉 However, Servesal may review and decide on a case-by-case basis.
👉 Servesal reserves the right to approve, reject, or temporarily hold (freeze) any refund request.

🔁 Revisit & Quality Policy

  • Revisit requests are reviewed by the Servesal team

  • Approval depends on service conditions and customer history

👉 Revisit may be approved, rejected, or replaced with partial refund

  • Frequent revisit/refund requests may lead to rejection of future requests

👉 Partial Service Example:
If a combo service is booked but only part is completed, charges will be calculated based on individual service pricing, not proportional division.

⚖️ Service Conditions & Charges

  • Service professionals will assess actual conditions on-site

  • Additional charges may apply depending on:

    • Dirt level

    • Area size

    • Time required

    • Resource usage

👉 If the customer does not agree, the booking may be cancelled and ₹100 charge may apply

👉 Final decision will be taken by the Servesal team

⚠️ Unsafe or Extreme Conditions

  • If conditions are unsafe or not practical, the professional may refuse service

  • Refund or charges will be decided by Servesal after review

🔁 Single Charge Rule

  • Only one type of ₹100 charge will be applied per booking

  • Multiple charges (cancellation, visiting, no-show, etc.) will not be applied together

👉 If no-show charge is applied, no other ₹100 charge will apply

💳 Payment Modes

  • Cash on Delivery (COD) available

  • Online payment available

👉 Refunds will be processed based on the original payment method

⚠️ Limitation of Liability

  • In case of accidental damage, claims up to ₹10,000 may be considered after review

  • Customers must inform professionals about fragile or sensitive areas in advance

👉 Servesal does not guarantee results beyond practical limitations
👉 Final decision will be taken by the Servesal team

⚖️ Professional Delay, Cancellation & Customer Compensation Policy

At Servesal, we understand that a customer’s time is valuable. Unexpected delays or last-minute cancellations by professionals can cause inconvenience, especially when services are time-sensitive.

⏱️ Customer Inconvenience Acknowledgement

  • If a professional fails to arrive on time or cancels at the last moment, it may cause inconvenience to the customer.

  • This is especially critical in situations such as:

    • Guests arriving

    • Events or functions

    • Urgent service needs

👉 Servesal acknowledges such inconvenience and aims to handle it fairly.

❌ Professional Cancellation Without Valid Reason

  • If a professional cancels a booking without a valid reason:

    👉 A penalty of ₹300 will be charged from the professional

    👉 Customer will receive:

    • ₹100 as Servesal wallet credit

    • Usable in next booking

🔄 Forced Reschedule by Professional

  • If a professional requests the customer to reschedule:

    👉 If the customer agrees → No issue

    👉 If the customer does NOT agree:

    • It will be treated as cancellation by professional

    • ₹300 penalty will be applied

📞 No Response from Professional

  • If the customer tries to contact the professional during service time:

    👉 Customer may wait up to 30 minutes

    👉 If there is:

    • No response

    • No callback

Then the customer can:

✔ Reschedule (Free)
✔ Cancel (Free)

💰 Compensation Rules

  • If customer chooses:

👉 Reschedule

  • No penalty will be charged from professional

👉 Cancellation

  • ₹300 penalty will be charged from professional

  • Customer will receive:

    • ₹100 wallet credit

🔁 Free Reschedule Protection

  • In such cases, customer is eligible for:

    • Free reschedule

    • Free cancellation

👉 No ₹100 customer-side charges will apply

⚠️ Professional Accountability

  • Repeated issues such as:

    • No-show

    • Last-minute cancellation

    • Ignoring customer calls

👉 May lead to:

  • Penalties

  • Suspension

  • Permanent removal from platform

Final Note

Servesal aims to maintain a fair balance between customer satisfaction and professional realities.

We take customer inconvenience seriously while also considering genuine professional challenges.

By using Servesal, you agree to this policy.

Final Note

Servesal aims to ensure fairness, transparency, and a smooth experience for both customers and professionals.

By booking a service, you agree to this policy.