Cancellation, Refund & Rescheduling Policy.

1. What this policy covers

This policy sets out how cancellations, rescheduling, 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.

2. Free cancellation window

• Scheduled bookings — cancel or reschedule free of charge at any time until 60 minutes before the slot start.
• Right now (instant) bookings — cancel free until a partner is assigned. Once a partner has accepted and is on the way, the late-cancellation fee applies.
• Repeat plans and subscriptions — skip, pause or end future visits free of charge until 60 minutes before the next visit; visits already completed are not refundable.
• Quotes for custom work (mehendi, décor, photography, packages) — free to decline until you approve the quote; after approval the schedule above applies.

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

Once a partner is assigned and within 60 minutes of the slot, a partner has set aside time and is travelling. The following fees 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.

4. Rescheduling

Scheduled bookings can be moved to another slot free of charge until 60 minutes before the original slot, subject to partner availability. A reschedule inside the last 60 minutes is treated as a late cancellation plus a new booking, unless the partner agrees to the new time in the app, in which case no fee applies. Recurring plans can be moved visit by visit from Bookings → the plan.

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 and the full amount paid is refunded. If Jhatpat cancels a booking for safety, weather, curfew, force majeure or operational reasons, the full amount for the unperformed service is refunded.

6. Repairs, visit fees and quotes

The visit fee covers the partner's travel and inspection. 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 only the visit fee is charged. 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, the difference is charged or refunded automatically. If the driver cancels and no replacement is offered, the prepaid fare 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

Approved refunds go back to the original payment method (UPI, card, net banking or wallet) and are initiated within 24 hours of approval; banks and card networks then take 5–7 working days to credit them. You may instead choose an instant refund to your Jhatpat wallet, which can be used for any booking or withdrawn to UPI if the balance came from a refund. Cash paid to a partner for an approved repair balance or a cash ride is refunded to your wallet. Promotional credits used on a cancelled booking are returned as credits with their original expiry.

9. Failed, duplicate or reversed payments

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 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 collect it from your wallet or 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 refund the affected part of the booking. 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 amount is paid to your UPI ID or wallet immediately and the sale is final; 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, 8 am – 10 pm) · jhatpat@gmail.com · +91 87569 92565 · Grievance Officer: Anmol Mishra (see the Grievance Redressal & Customer Support Policy).

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