Refund & Cancellation Policy

1. Overview

We understand that plans change. This Policy sets out the cancellation windows and refund rules that apply to bookings made through the Assistmate platform. All cancellations must be made through the Platform or by contacting our support team so that we can update the booking and process any applicable refund.

2. Cancellation by the Customer

The cancellation charge depends on when you cancel relative to your booking:

• Before a Helper is assigned — you may cancel free of charge and receive a full refund of any amount paid.
• After assignment, but more than 2 hours before the scheduled start time — you may cancel free of charge and receive a full refund of any amount paid.
• Within 2 hours of the scheduled start time — a cancellation fee may apply to compensate the assigned Helper for the reserved time. The remaining amount, if any, will be refunded.
• After the Helper has started travelling or the service is in progress — the booking is generally non-refundable, as the service has effectively commenced.
• Customer no-show — if the Helper arrives and you are unavailable or unreachable, the booking may be treated as completed and is non-refundable.

Where a cancellation fee applies, it will be clearly communicated and deducted from any refund due. The exact fee may vary by service type and will be shown at the time of cancellation.

3. Cancellation or Non-Fulfilment by Assistmate or the Helper

If we are unable to assign a Helper for your requested slot, or if an assigned Helper cancels and we cannot arrange a suitable replacement, or if the service is not delivered due to reasons attributable to us or the Helper, you are entitled to a full refund of the amount paid for that booking. Wherever possible, we will offer to reschedule the booking at a time convenient to you.

4. Rescheduling

You may request to reschedule a booking through the Platform or by contacting support. Rescheduling requests made more than 2 hours before the scheduled start time are accommodated free of charge, subject to Helper availability. Requests made within 2 hours of the start time are subject to availability and may be treated as a cancellation if a suitable slot cannot be arranged.

5. Service-Quality Issues and Disputes

If you are dissatisfied with a completed service, please raise the issue with our support team within 48 hours of the booking. We will review each case fairly, taking into account the booking details, the nature of the issue and any evidence provided. Depending on our assessment, we may offer a full or partial refund, a credit, or a free re-service. Decisions on goodwill refunds are made at our reasonable discretion.

6. Refund Method and Timelines

• Original payment method — approved refunds are processed back to the original payment method used for the booking (such as your card, UPI, net banking or wallet). We do not issue cash refunds.
• Processing time — once a refund is approved, we initiate it within 2–3 business days. The refunded amount typically reflects in your account within 5–7 business days, depending on your bank or payment provider's processing time.
• Confirmation — you will receive a confirmation once the refund has been initiated from our side. Any delay beyond the stated timeline is usually attributable to the bank or payment provider; please contact your provider with the refund reference if needed.
• Taxes — where a booking is refunded, any taxes charged on that booking are refunded in accordance with applicable tax law.

7. Non-Refundable Situations

Refunds will not be provided where:

• the service has been fully delivered as booked;
• the cancellation falls within a non-refundable window described in Section 2;
• the issue arises from inaccurate or incomplete information provided by you;
• there is evidence of fraud, abuse or a breach of our Terms & Conditions.

8. How to Request a Refund or Cancellation

To cancel a booking or request a refund, use the cancellation option on your booking in the Platform, or contact our support team at assistmate32@gmail.com or +91 9673810691. Please include your booking reference and the reason for your request so we can assist you quickly. Our support team is available Monday to Sunday, 9:00 AM – 9:00 PM IST.

9. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. The latest version will always be available on this page with a revised "Last updated" date.