Refund & Cancellation Policy

1. Customer cancellations

You can cancel an order anytime before the provider has started the service. The refund amount depends on when you cancel:

• Cancellation more than 2 hours before the scheduled time: 100% refund. Platform fee + commission both refunded.
• Cancellation within 2 hours of scheduled time: 50% of the service amount refunded; the remainder is paid to the provider as compensation for blocked time and travel.
• Cancellation after the provider has arrived but before starting work: 25% refund. The rest covers the provider's travel and time.
• Cancellation after work has started: No refund.
• Provider was a no-show or arrived 60+ minutes late without notice: 100% refund.

2. Provider cancellations

If the assigned provider cancels:

• We attempt to re-assign the booking to another nearby provider at the same price.
• If we cannot re-assign within 60 minutes of the scheduled time, the customer receives a 100% refund automatically.
• Repeated provider cancellations are tracked. Providers with high cancel-rates have their accounts flagged or suspended.

3. Quality issues and disputes

If the service was completed but you're unhappy with the quality:

• Raise a complaint within 48 hours of completion via the Support page or by emailing hello@eazyservice.in with your order ID and photos / details of the issue.
• Our team investigates within 3 working days. We may speak to both you and the provider.
• Resolutions can include: re-doing the service free of cost, partial refund (10-100% based on severity), or full refund and provider penalty.
• Disputes over ₹5,000 may require additional verification (photos, videos, third-party assessment).

4. Refund processing

• Online-paid orders: refunds processed via Razorpay to the original payment method within 5-7 working days. UPI refunds often appear within 24 hours; card refunds depend on issuing bank.
• Cash-on-service orders: if a refund is owed, we credit the amount as platform credit usable on your next booking. Cash refunds via UPI / bank transfer can be requested in writing.
• We do not deduct gateway fees from refunds — the customer receives the full eligible amount.

5. Damages caused during service

If the provider damages your property during service:

• Document the damage with photos / video at the time.
• Refuse to mark the order Complete in the app.
• Email evidence to hello@eazyservice.in with order ID within 24 hours.
• EazyService mediates with the provider. Compensation for genuine damages is typically settled within 14 days. The provider is primarily liable; EazyService provides facilitation, not insurance.

For damages over ₹50,000, customers should also file a police complaint and contact their insurance provider in parallel.

6. Joining-fee refunds (providers)

Providers who pay the ₹499 one-time joining fee:

• Refundable within 7 days of payment if you have received zero bookings AND you decide not to use the platform. Email hello@eazyservice.in with your registered phone number to initiate.
• Refundable if KYC is rejected by us within 30 days of payment, regardless of bookings.
• Non-refundable after 7 days if you have received at least one booking, regardless of completion.

7. Chargebacks and fraud

If a customer initiates a chargeback or payment dispute via their card / bank without first attempting resolution through EazyService:

• The customer's account is temporarily suspended pending review.
• If the chargeback is upheld in the customer's favour, we cooperate fully.
• If the chargeback is fraudulent or made in bad faith, the customer's account is permanently banned and we may pursue recovery through legal channels.

8. How to contact us

For any refund or cancellation issue:

• Email: hello@eazyservice.in — replies within 4 working hours, 9 am to 9 pm IST.
• WhatsApp: [+91 99999 99999] — for urgent issues during a service.
• Phone: [+91 99999 99999] — Mon-Sat, 10 am to 7 pm IST.