1. Free Cancellation Window

The Customer may cancel a Service up to 24 (twenty-four) hours prior to the scheduled Service start time with no cancellation charges. If pre-payment has been made, a full refund will be eligible in accordance with Clause 8.

2. Cancellations Within 24 Hours

1. The Customer may reschedule once to a future available slot without penalty; or
2. If the Customer chooses to cancel instead of rescheduling, the late cancellation rules in Clause 5 and refund mechanics in Clause 8 will apply.

3. Rescheduling Terms

• One complimentary reschedule is permitted within 24 hours of the original slot.
• Further reschedules may attract a fee or be declined at the Company’s discretion.
• Rescheduling is subject to appointment availability and operational constraints.

4. No-Show Policy

A No-Show will be declared when:

• The Customer is unavailable or unreachable at the scheduled time.
• Entry to premises is denied or delayed beyond 30 minutes.
• Required utilities including electricity, water, and access are unavailable.

In such cases, the booking shall be chargeable at 100% of the Service Fee. A reschedule may be provided at the Company’s discretion.

5. Company-Initiated Cancellations

The Company may cancel or reschedule Services due to crew unavailability, illness, emergencies, hazardous site conditions, force majeure events, or operational issues. The Customer will be eligible for either:

• A full refund, or
• A free reschedule to a mutually agreed future date.

6. Quality-Related Re-Service / Partial Refund

• Service quality concerns must be reported within 24 hours of completion.
• Upon investigation, the Company may provide one of the following:
  • a) One-time free re-service; or
  • b) Partial refund or equivalent credit.
• Claims made after 24 hours are not eligible for compensation.
• The Company’s decision after investigating the complaint shall be final and binding.

7. Refund Options

For cancellations that qualify for a refund, the Customer may choose between:

1. Option A: Refund as CareNest Service Credits, redeemable only for future bookings through the Platform, valid for 12 months, non-transferable and non-convertible into cash.
2. Option B: Refund to the original payment method, subject to a flat processing fee of INR 50, deducted from the refundable amount.

8. Refund Processing

• Refunds will be processed within 7–10 business days.
• Refunds will only be issued to the original payment method.
• Cash refunds are not permitted.
• The Company shall not be liable for delays caused by banks, payment gateways, or third-party systems.

9. Discounts & Promotional Offers

Refund eligibility applies only to the amount actually paid by the Customer. Discounts, vouchers, and promotional benefits are non-refundable and cannot be reinstated or converted to cash.

10. High-Value or Special-Condition Bookings

Large commercial projects, post-construction cleanups, move-out cleanings, and any custom quoted services may be governed by separate cancellation and refund terms specified in the quotation or Work Order.

11. Abuse of Policy

Fraudulent claims, habitual cancellations, and misuse of rescheduling rights may result in account blocking, mandatory pre-payment for future bookings, or refusal of future services.

12. Governing Law & Jurisdiction

This Policy shall be governed by the laws of India. Courts in Hyderabad, Telangana shall have exclusive jurisdiction.

13. Contact