Cancellation & Refund Policy

1. How to Cancel a Booking

You can cancel a booking directly in the Dhoop app, from your booking screen. In most cases, the app will show you the exact refund amount you are eligible for for that specific booking before you confirm the cancellation.

For discounted bookings cancelled at certain stages, the applicable refund amount is confirmed by our support team instead, as described in Section 3.

2. Refunds When You Cancel — By Stage of the Booking

Whether a refund is due, and how much, depends on how far your booking has progressed when you cancel:

• Before a worker is on the way. If you cancel before a worker has been dispatched to you, you are eligible for a refund calculated on the amount you actually paid. The exact figure is shown in the app.
• After a worker is on the way, before they arrive. A partial refund may apply, as arrangement costs have begun. The exact amount is shown in the app before you confirm.
• After the worker has arrived, before work begins. A partial refund may apply, usually smaller than the previous stage. The exact amount is shown in the app before you confirm.
• After work has begun. Once the job has started, as confirmed by the start verification with your worker, the amount paid is non-refundable, regardless of the type of service.

The specific refund for any booking depends on the service category and the stage of the booking. Other than the discounted case described in Section 3, the applicable refund is calculated and displayed to you in the app at the moment you cancel.

3. Discounted and Promotional Bookings

Where a booking was made at a discounted or promotional price, the standard automatic refund amounts in Section 2 do not all apply, because those amounts are set against the normal, non-discounted price.

Specifically:

• If you cancel a discounted booking while the worker is on the way to you, or after they have arrived but before work begins, we do not apply a pre-set automatic refund. Instead, your cancellation is reviewed by our customer support team, who will resolve it and confirm the applicable refund, usually within about 30 minutes. The app will prompt you to contact support in this case.
• If you cancel a discounted booking before a worker is on the way, the normal rule applies: a refund calculated on the discounted amount you actually paid.
• If you cancel a discounted booking after work has begun, it is non-refundable, as with any booking.

This ensures that a discounted booking is never refunded for more than the amount you actually paid, while still giving you a fair and quickly handled outcome.

4. Inspection and Repair Bookings (Visit Fee)

For repair and inspection-based services, a fixed visit fee applies for the worker’s visit.

This visit fee is not discounted and is non-refundable once the worker has visited. If a worker is dispatched and completes the visit but you choose not to proceed with the quote for the work, the visit fee is retained for the visit that was carried out.

5. Cancellations by the Worker or by Dhoop

• If a worker cancels before arriving, or fails to arrive (no-show), you are eligible for a full refund of the amount paid for that booking.
• If a worker becomes unavailable after arriving but before work begins, we will first attempt to arrange a replacement worker to complete your service. If a suitable replacement completes the job, no refund is due because the service is delivered. If no replacement can be arranged, you receive a full refund.
• Additional work (quotes and time extensions). If you paid for additional work on top of the original booking and a full refund applies, the most recently paid item is refunded. Amounts for work already carried out may be retained.
• If Dhoop cancels a booking for operational, safety, or compliance reasons, you will be refunded in accordance with this policy. Such refunds may be reviewed by our team before processing.

6. How and When Refunds Are Paid

• Refunds are issued to your original payment method through our payment partner, Razorpay. We are not able to refund to a different account or payment method.
• Once initiated, a refund is typically credited to your original payment method within 5–7 business days, depending on your bank or card issuer. Timelines beyond initiation are controlled by your bank and the payment network, not by Dhoop.
• You will be notified in the app when a refund is initiated.
• Some refunds, including those handled by our support team and any cancellation reviewed by Dhoop, may be processed manually after review, which can take a little longer to appear.

7. Discretion and Disputes

We aim to apply this policy consistently and fairly. In genuine exceptional circumstances or disputes, for example, service-quality issues, technical errors, or duplicate charges, Dhoop may review the situation and, at its reasonable discretion, adjust a refund.

To raise a concern about a booking or refund, please contact us using the details below.

Nothing in this policy limits any rights you may have under applicable consumer protection law.

8. Changes to This Policy

We may update this policy from time to time. When we do, we will revise the “Last updated” date above. Continued use of the Platform after an update means you accept the revised policy.

9. Contact Us

For any question or request relating to a cancellation or refund:

• Email: dhooptechnologies@gmail.com
• Company: Dhoop India Private Limited
• Address: 141, Industrial Area, Kichha Bypass Road, Rudrapur, Udham Singh Nagar, Uttarakhand, 263153