Refund & Cancellation Policy

Last updated: 14 June 2026

This Refund & Cancellation Policy (the “Policy”) explains how cancellations, rescheduling, refunds, service-quality complaints and disputes are handled on the Affluent-One platform — our customer and provider mobile applications and related services (together, the “Platform”). The Platform is owned and operated by AffluentPay Technologies Private Limited (“AffluentPay Technologies”, “we”, “us” or “our”), CIN U62099KA2025PTC203698.

Affluent-One is a technology marketplace that connects customers in India with independent home-service providers across categories such as home and deep cleaning, plumbing, electrical work, gardening and landscaping, pest control, AC service and repair, appliance repair, painting, carpentry, salon-at-home and home security. All amounts are quoted, charged and refunded in Indian Rupees (INR). Online payments, refunds and provider payouts are processed through our regulated payment partner, SwitchPay.

This Policy forms part of, and must be read together with, our Terms of Service and Privacy Policy. Capitalised terms not defined here have the meaning given to them in the Terms of Service. Nothing in this Policy limits the rights available to you as a consumer under the Consumer Protection Act, 2019 and other applicable Indian law.

1. Scope and key definitions

This Policy applies to all bookings made through the Affluent-One Platform within India. To help you read the rest of this document, the following terms are used throughout:

Booking

A request you place through the app for a specific service, date and time slot, with the price disclosed upfront before you confirm.

Scheduled slot

The date and start time you selected for the service to be performed.

Provider

The independent professional or service business assigned to fulfil your booking. Providers are not employees of AffluentPay Technologies.

Service amount

The price of the service itself, excluding any platform/convenience fee, applicable taxes and third-party charges.

Platform / convenience fee

A fee charged by AffluentPay Technologies for facilitating the booking, matching, payment processing and support.

Cancellation fee

An amount that may be charged when you cancel close to the scheduled slot, to compensate the provider for reserved time and travel.

2. Cancellation by the customer

You can cancel a booking at any time from the booking screen in the app. Whether a charge applies, and how much is refunded, depends on how early you cancel relative to the scheduled slot. The table below summarises the standard cancellation windows.

2.1 Cancellation windows and charges

• Before a provider is assigned or accepts the job — No charge. Any amount you have prepaid is refunded in full.
• After a provider has accepted, more than 2 hours before the scheduled slot — No cancellation fee. Any prepaid service amount is refunded in full.
• Within 2 hours of the scheduled slot — A cancellation fee may apply to compensate the provider’s reserved time and travel. The balance of any prepaid amount is refunded.
• After the provider has arrived or work has started — You are charged for the work already performed plus, where applicable, a visit or convenience fee. Any remaining balance is refunded.
• No-show or no access provided to the provider — If the provider reaches the location at the scheduled slot but cannot perform the service because you are unavailable or access is not provided, a no-show fee may apply. Any remaining balance is refunded.

2.2 Free cancellation window

Together, the first two rows above make up your free cancellation window: as long as you cancel before a provider is assigned, or more than 2 hours before the slot, you will not be charged a cancellation fee and any prepaid service amount is refunded in full.

2.3 How the fee is shown

Where a cancellation fee applies, the exact amount is displayed in the app at the moment you choose to cancel, before you confirm. Non-refundable third-party charges (for example, payment-gateway processing fees) may be deducted where this is permitted by law and by the relevant payment terms.

3. Rescheduling a booking

If your plans change but you still want the service, rescheduling is usually a better option than cancelling:

• You can reschedule a booking to a new date or time from the booking screen, subject to provider and slot availability.
• Rescheduling more than 2 hours before the scheduled slot is generally free and does not trigger a cancellation fee.
• Rescheduling within 2 hours of the slot may be treated like a late cancellation and a fee may apply, as shown in the app.
• If the rescheduled service has a different price (for example, a different service tier or add-ons), the price difference is collected or refunded accordingly.

There is no separate refund where a booking is simply moved to a new slot; the amount you have paid is carried over to the rescheduled booking.

4. Provider no-show or cancellation

We hold providers to clear reliability standards. If a provider cancels, fails to show up, arrives unreasonably late, or is unable to complete the service through no fault of yours:

• You are not charged a cancellation fee, and any amount you have paid is refunded in full, including any platform/convenience fee.
• Wherever possible, we will help you rebook the same service with another available provider at the earliest suitable slot.
• Repeated provider cancellations or no-shows are reviewed and may affect a provider’s standing on the Platform.

A provider no-show or cancellation is reported automatically through the app, and we may also detect it from job-status and location data. You do not need to do anything special to qualify for the full refund in these cases, though you can always contact support if a refund does not appear.

5. Service-quality issues and re-service

If you are not satisfied with a completed service, we want to make it right. Please follow these steps:

1. Raise a complaint through the app within 48 hours of service completion, describing the issue clearly and attaching photos where they help explain the problem.
2. We review the complaint, which may include examining before-and-after job photos, the service checklist, provider input and any communications related to the booking.
3. Based on our findings, we resolve the complaint with one or more of the following remedies:
   • a re-service at no extra cost, where the work can reasonably be corrected or completed;
   • a partial refund, where part of the service was unsatisfactory or incomplete; or
   • a full refund, where the service was materially defective or not delivered and cannot reasonably be remedied.

Complaints are acknowledged and tracked through to resolution. Decisions are made in good faith, on the merits of each case, and in line with applicable consumer-protection law. Choosing a re-service does not, by itself, waive your right to a refund if the re-service also fails to resolve the issue.

6. Refund eligibility

A refund may be issued where any of the following applies:

• a booking is cancelled within the free cancellation window described above;
• the provider cancels, does not show up, or fails to fulfil the service;
• a confirmed service is not delivered, or is materially incomplete or defective and cannot be remedied (subject to the complaint review in Section 5);
• a duplicate, erroneous or unauthorised payment is identified and verified; or
• a refund is otherwise required by applicable law.

Where only part of a booking is affected, we may issue a proportionate (partial) refund corresponding to the unfulfilled or defective portion of the service.

7. Refund method and timelines

• Method. Approved refunds are issued to the original payment method used for the booking, processed through SwitchPay. We do not issue refunds in cash or to a different account, except where this is not technically possible and an alternative is agreed with you.
• Initiation. We initiate eligible refunds within 2–3 business days of approval.
• Credit timeline. Once initiated, the amount typically reflects in your account within 5–7 business days, depending on your bank or payment provider. Some banks and card networks may take a little longer.
• Taxes (GST). Any GST charged on a cancelled or refunded booking is reversed in accordance with applicable tax law. The refund and the related tax adjustment are reflected in your invoice or receipt.
• Platform / convenience fee. Once a provider has been assigned, the platform/convenience fee is generally non-refundable, except where the cancellation or failure is attributable to the provider or to AffluentPay Technologies.

Business days exclude weekends and public holidays in Bengaluru, Karnataka. We will share a reference number for each refund so you can track it through support if needed.

8. Cash and pay-on-completion bookings

For bookings paid in cash or on completion, no online refund arises for a cancellation made before any payment is collected. Where a cancellation or no-show fee applies to such a booking, it may be collected through the app on your next applicable transaction. If you have already paid in cash and become entitled to a refund, we will coordinate an appropriate refund method with you.

9. Non-refundable cases

The following are generally non-refundable, except where required by law or where the issue is attributable to the provider or to AffluentPay Technologies:

• the platform/convenience fee once a provider has been assigned;
• payment-gateway or third-party processing charges, where applicable;
• services that have already been satisfactorily completed;
• consumables, spare parts or materials that have already been purchased, installed or used for your job, unless they are defective;
• cancellation or no-show fees that were correctly applied under Section 2; and
• amounts attributable to your failure to provide access, safe working conditions or accurate booking information.

10. Provider payouts and refund adjustments

Provider earnings are disbursed via SwitchPay after a job is successfully completed, subject to the provider’s bank, PAN and Aadhaar KYC being verified. If a customer refund is approved after a provider payout has been initiated or made, the corresponding amount may be adjusted against the provider’s future payouts or otherwise recovered, in accordance with the provider terms. This adjustment is between AffluentPay Technologies and the provider and does not delay an eligible customer refund.

11. How to request a refund or raise a complaint

You can request a cancellation, refund or raise a complaint in two ways:

• In-app: open the relevant booking and use Cancel, Reschedule or Raise a complaint, as applicable. This is the fastest route and lets you attach photos and track progress.
• Email: write to info@affluentpaytech.com with your booking reference, the registered mobile number or email used at sign-up (you log in with OTP), and a clear description of the issue.

To help us resolve your request quickly, please include the booking reference, the date and time of service, the provider details shown in the app, and any supporting photos.

12. Dispute escalation and grievance redressal

If your refund or cancellation concern is not resolved to your satisfaction through the steps above, you can escalate it:

1. Reopen or escalate in-app: reply on the existing complaint thread and mark it as unresolved to escalate it to a senior support reviewer.
2. Grievance Officer: in line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, you may write to our Grievance Officer at info@affluentpaytech.com (subject line: “Grievance – Refund/Cancellation”). We acknowledge grievances within 24 hours and aim to resolve them within 15 days of receipt.

These steps do not limit your rights under the Consumer Protection Act, 2019. This Policy is governed by the laws of India, and any disputes are subject to the exclusive jurisdiction of the courts at Bengaluru, Karnataka.

13. Changes to this Policy

We may update this Policy from time to time to reflect changes in our services, operations or applicable law. The “Last updated” date at the top of this page reflects the latest revision. Material changes will be communicated through the app or by email where appropriate. Bookings are governed by the version of this Policy in effect at the time the booking is made; your continued use of the Platform after an update constitutes acceptance of the revised Policy.

14. Contact us

For any questions about this Policy, cancellations or refunds, please contact us: