househelphousehold help · india

Refund & Cancellation Policy

Last updated: [LAST UPDATED DATE]

Operated by [LEGAL ENTITY NAME] ("we", "us", "the Company") for the househelp platform serving Delhi NCR (Delhi, Gurgaon and Noida).

We want this policy to be fair, clear and easy to act on. It explains what you pay for, when you can cancel, and when you can get your money back — for our free interviews, the one-time placement facilitation fee, optional add-ons, and the HelpCare Plus subscription. Please read it together with our Terms of Service, Disclaimer and Privacy Policy.

1. What we do (and what these charges are for)

We are an introduction and facilitation service. We connect households with individuals who are looking for and willing to do household work — cooks, cleaners, nannies, drivers and elder-care helpers — and who already know the basic tasks. We help set up an interview so you can meet the person, use your own judgement, and decide whether to hire.

Please note: we are a facilitator, not the employer of the worker, and we are not your employer either. We do not guarantee the quality, character, honesty or long-term performance of any worker, and we do not promise "pre-vetted" or "good" workers. The salary is paid by you directly to the worker.

Our fees are charged for the facilitation service we actually deliver — introductions, interview coordination, and (if you opt in) add-ons and ongoing support. They are not a guarantee of any worker's conduct. This affects when a fee is or is not refundable, as explained below.

2. Free meetings and interviews — no charge, cancel anytime

  • Browsing profiles, talking to us, and meeting or interviewing candidates we introduce is completely free.
  • You can cancel or reschedule an interview at any time, at no cost. There is no cancellation charge for anything in this stage.
  • You pay us nothing until you decide to hire someone we introduced.

3. One-time placement facilitation fee (15% of the first month's salary)

You pay this once, only if you hire a worker we introduced. It is a percentage of that worker's agreed first-month salary.

When it is refundable / how we protect you:

  • The worker never starts. If you have paid the fee but the worker does not turn up or withdraws before their agreed start date, you can choose either (a) a free replacement introduction, or (b) a full refund of the placement fee if we cannot introduce a replacement you accept within [REPLACEMENT WINDOW] days.
  • Free replacement within the first [REPLACEMENT GUARANTEE PERIOD] days. If, within [REPLACEMENT GUARANTEE PERIOD] days of the start date, the worker stops coming, leaves, or you find them unsuitable, we will introduce replacement candidates at no additional facilitation fee. This is a replacement commitment — it is not a promise about any individual's conduct.
  • If we cannot replace them. If we are unable to introduce a replacement you accept within [REPLACEMENT WINDOW] days of your request during that period, you may ask for a partial (pro-rata) refund of the placement fee.
  • Duplicate or wrong charge. Any duplicate payment, or an amount charged in error, is refunded in full.

When it is not refundable:

  • Once the worker has been hired and has continued working beyond the [REPLACEMENT GUARANTEE PERIOD]-day replacement period, the placement fee is non-refundable, because the introduction and facilitation service has been fully delivered. This does not take away your rights under law if we were genuinely deficient in the service we promised (see Section 7).
  • We do not refund the fee for reasons unrelated to our facilitation — for example, a change in your household plans after the worker has settled in, or a dispute purely about salary or day-to-day arrangements between you and the worker.

4. Optional add-ons (e.g. police verification, interstate compliance pack)

Add-ons such as police/background verification or an interstate compliance pack are optional, opt-in, and paid separately at the price shown when you opt in. They are not part of the standard service and are not a guarantee of a worker's character — they only facilitate a check or paperwork through a third party or authority (see our Disclaimer).

  • Before we start: if you cancel an add-on before we have submitted the request to the relevant agency or authority, you get a full refund.
  • After we start: once the request has been lodged with a third party or government agency, the fee is non-refundable to the extent those third-party or statutory costs have already been incurred, because we cannot recover them.
  • If we fail to deliver: if you paid for an add-on and we do not deliver the report or service we agreed to arrange, you get a full refund of that add-on fee.

5. HelpCare Plus (optional monthly subscription)

HelpCare Plus is an optional monthly support plan, charged at the price shown when you subscribe. It is cancel-anytime, with no lock-in and no cancellation fee.

  • Cancel anytime. You can cancel whenever you like. Your plan then simply stops at the end of the current paid month — we will not bill you for the next cycle. There is no penalty and no notice period.
  • No charge after you cancel. If we bill you after you have cancelled, that charge is refunded in full.
  • Replacement claim. While you are subscribed, if a worker we placed leaves or stops coming within [HELPCARE REPLACEMENT PERIOD] days, you can claim a free replacement introduction under the plan.
  • Refund on service failure. If in any month we fail to provide a support or replacement service that the plan promises, you can claim a refund of that month's subscription.
  • Duplicate charges are refunded in full.

We generally do not refund a month that has already been used and during which the plan's benefits were available to you — but you are always free to cancel so that you are not charged again.

6. How refunds are processed

  • Refunds are made to your original payment method.
  • We aim to process approved refunds within [REFUND PROCESSING DAYS] business days, and in any case within a reasonable period in line with Reserve Bank of India guidelines. Your bank or card provider may take additional time to reflect the credit.
  • If any taxes (e.g. GST) were charged, refunds are handled net of amounts we are required to remit, in accordance with applicable law.

7. Your rights, and how to request a cancellation or refund

Nothing in this policy limits your rights under the Consumer Protection Act, 2019. If the service we provided was deficient, defective, or not as described, you remain entitled to the remedies the law allows, and you may approach the consumer grievance forums or the National Consumer Helpline (1915).

To cancel or claim a refund, contact our Grievance Officer:

  • Grievance Officer: [GRIEVANCE OFFICER NAME], [GRIEVANCE OFFICER DESIGNATION]
  • Email: [GRIEVANCE EMAIL]
  • Phone: [PHONE]
  • Address: [REGISTERED ADDRESS]

Please include your name, registered mobile number, the payment/booking reference, and what you are asking for. We will acknowledge your request within 48 hours and resolve it within one month of receiving it, as required under the Consumer Protection (E-Commerce) Rules, 2020. You will receive a complaint reference (ticket) number to track your request — see our Contact & Grievance Redressal page.

This policy is general information about our terms, not legal advice. We may update it from time to time; the version on this page at the time of your payment applies to that payment.

[LEGAL ENTITY NAME] · GSTIN: [GSTIN] · [REGISTERED ADDRESS]

Related pages: Terms of Service · Privacy Policy · Disclaimer · Contact & Grievance Redressal.

Questions about this policy? Visit our Contact & Grievance Redressal page. Related: Terms · Privacy · Refunds · Disclaimer.