This policy describes how cancellations, refunds, and quality complaints work on GharSeva, operated by NCR Technologies (sole proprietorship operated by Dushyant Kumar Singh, registered in Bhiwadi, Khairthal-Tijara, Rajasthan; MSME Udyam Reg. UDYAM-RJ-37-0010048). It mirrors the policy enforced inside the GharSeva app — every refund decision the app makes follows the rules below.

Two principles shape this policy: cancel early and you keep your money, and quality complaints get a fair human review with a meaningful refund cap. Both protect households without unfairly transferring all cost to service partners.

Cancelling a booking

You can cancel a booking from the Bookings tab in the app — open the booking, then tap the red “Cancel Booking” button and choose a reason. What happens next depends on how you paid and how close you are to the scheduled service time.

Pre-payment bookings (not yet paid)

If you cancel before payment is captured (the booking is still pending_accept or awaiting_payment), no charge has been made. Cancellation is free and instant — the in-app confirmation reads: “Booking cancelled — no charge was made.”

Cash bookings

For cash bookings, you only pay the partner when they arrive. Cancelling an unfulfilled cash booking simply frees up the slot — there is nothing for GharSeva to refund. The in-app confirmation reads: “Booking cancelled. No charge — you only pay when the partner arrives.”

Online (UPI / card / net banking) bookings

Online cancellations follow a single time-based rule:

When you cancel	Cancellation fee	Refund
1+ hour before scheduled time	None	100% of booking total
Within 1 hour, partner has accepted	Lesser of ₹50 or 20% of total	Booking total minus the fee
Within 1 hour, partner has not yet accepted	Lesser of ₹30 or 10% of total	Booking total minus the fee

Approved refunds are processed back to your original payment method (UPI, card, or net banking) within 3–5 business days. The in-app confirmation includes the exact fee and refund amounts so there are no surprises.

Subscription plans

Subscription plans (Monthly Clean, AC Care, Pest Free, Home Care Annual) follow simple pro-rata cancellation rules:

• Auto-renewal: Plans auto-renew at the end of each billing cycle. To prevent renewal, cancel at least 24 hours before the period ends.
• Pro-rata refund on cancellation: refund = total × (visits remaining / visits total). You only pay for the visits you've actually used. No admin fee is deducted.
• Refund timing: 3–5 business days to your original payment method.
• Unused visits in a billing cycle do not roll over to the next cycle unless explicitly stated in the plan terms.

Society / RWA group bookings

Society-level bookings (one parent booking covering multiple flats — e.g., AC servicing for 40 apartments) are pro-rated by flats serviced:

• Pro-rata refund: refund = total × (flats remaining / flats total). You pay only for flats actually serviced; flats not yet serviced are refunded.
• Per-flat handling: Each flat is tracked individually. A complaint or skipped flat does not affect the booking status of other flats in the same parent booking.
• Refund timing: 3–5 business days, same as other online refunds.

Quality complaints — the 40% cap

If a service is completed but you're unsatisfied with the quality, you can file a complaint from the completed booking. Open the Bookings tab, tap the completed booking, and tap the red “Complaint” button. Describe the issue, attach evidence (photos, chat logs), and optionally request a refund.

The 40% cap

The maximum refund you can request on a quality complaint is 40% of the booking total. This cap is enforced server-side by our Cloud Function — admins cannot approve more than 40%, and the system rejects any attempt to. The 40% reflects our view that for services that were delivered (even if poorly), full refunds would unfairly transfer all cost to the service partner. Services that were never delivered fall under the cancellation rules above instead.

One complaint per booking

You can file at most one complaint per booking. The 40% cap is shared across the booking, so if a small refund is approved on a first complaint, a second complaint on the same booking can only request what's left of the cap.

Review process

1. The complaint is reviewed by GharSeva's admin team within 48 hours of filing.
2. The service partner is notified and may submit a response with their own evidence — both sides receive a fair hearing.
3. An admin reviewer makes a decision; outcomes are recorded against the booking and visible to both sides.

Three possible outcomes

• Approved with refund: Refund is processed back to your original payment method, up to the 40% cap.
• Approved with no refund: Admin acknowledges the issue but no refund is warranted on the evidence; the partner may face internal action (warning, suspension, or removal) without money changing hands.
• Rejected: Admin reviews the case and determines no refund is warranted.

Cancellation refunds and complaint refunds are separate. Cancellation refunds apply before the service runs; complaint refunds apply after the service has been marked complete.

Cash bookings and complaints

For cash bookings, GharSeva never holds your payment — you pay the partner directly on arrival. As a result, complaint refunds on cash bookings cannot be processed through our payment infrastructure (there is no Razorpay payment to reverse). Quality complaints on cash bookings are still reviewed and may result in non-monetary outcomes — partner warnings, suspension, or removal from the platform — but a monetary refund is not possible.

If a refund-eligible transaction matters to you, we recommend booking online (UPI, card, or net banking) so that any approved refund flows back through Razorpay.

Refund processing time

Every approved refund — cancellation, subscription, society, or complaint — is processed via Razorpay within 3–5 business days to your original payment method. The 3–5 day window covers GharSeva's processing plus Razorpay's settlement; some banks may take an additional 1–2 days after that to credit your account, depending on their internal processing.

You'll receive an in-app notification when the refund is initiated, and again when it lands. If a refund is delayed beyond 7 business days, contact support@ncrtechnologies.in with your booking ID.

Non-refundable charges

• Materials or parts already purchased and installed/used at your premises.
• Travel/visit fees explicitly disclosed at booking time, where the partner has reached your location.
• Government taxes (GST) on services already delivered.
• The consumed portion of subscription cycles or society bookings (only the unused/un-serviced portion is refundable).
• Emergency / SOS surge multipliers where the urgent dispatch has already been completed.

Dispute resolution

If you disagree with a complaint decision or any refund outcome:

1. Reply to the in-app decision notification or email support@ncrtechnologies.in with your booking ID and any additional evidence.
2. If unresolved, escalate to our Grievance Officer at admin@ncrtechnologies.in or call +91 82905 66572. In line with the IT (Intermediary Guidelines) Rules 2021, we acknowledge grievances within 24 hours and aim to resolve them within 15 days.
3. You retain all rights under applicable Indian consumer-protection law, regardless of the in-app review outcome.

Fraudulent or abusive claims

Complaints that we determine to be fraudulent, dishonest, or systematically abusive (e.g., a pattern of complaints filed immediately after marking jobs complete with no supporting evidence) may result in:

• Refund denial.
• Account suspension or termination.
• Reporting to law enforcement where the conduct rises to criminal fraud.

We take genuine complaints seriously and never assume bad faith. This provision exists only to protect service partners from a small minority of bad actors. The same provision applies to partners who manufacture evidence to dispute a legitimate complaint.

Contact

NCR Technologies
Operated by Dushyant Kumar Singh (Sole Proprietor)
Lily-605, THD Garden, Thada, Bhiwadi,
Khairthal-Tijara, Rajasthan – 301018
MSME Udyam Reg. UDYAM-RJ-37-0010048

Phone: +91 82905 66572
Customer support: support@ncrtechnologies.in
Grievance Officer: admin@ncrtechnologies.in

We aim to respond within 2 business days.