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Customer-Friendly Policy: At HelpFerHome, we believe in a stress-free experience. Since all payments are made after service completion, most refund scenarios simply don't apply. However, in cases where an advance was taken or a charge was disputed, we resolve all issues fairly and promptly within the timelines stated below.
1. Overview
Section 1This Refund & Cancellation Policy ("Policy") explains the rules and procedures for cancelling bookings, requesting refunds, and claiming warranty re-visits for services booked through HelpFerHome.
This Policy applies to all customers who book services via our website, app, or WhatsApp. By placing a booking, you acknowledge and agree to the terms described in this Policy.
Key Principles
- Pay After Service: We don't require advance payment, so most cancellations have zero financial impact for you.
- Free Cancellation Window: Cancel for free up to 2 hours before your scheduled service time.
- Fair Resolution: All disputes are handled transparently. We aim to resolve every complaint within 7 days.
- 90-Day Warranty: Workmanship issues within 90 days of service are covered with a free re-visit.
- No Questions Asked: We respect your decision to cancel or reschedule without demanding justification.
2. Cancellation by Customer
Section 2You may cancel a confirmed booking at any time. The applicable charge depends on when you cancel relative to your scheduled service time.
✅
More than 2 hours before scheduled time
Full free cancellation. No charges applied. If any advance amount was paid, a complete refund will be processed within 7 business days.
₹0 Cancellation Fee
⚠️
Between 30 minutes and 2 hours before scheduled time
A nominal convenience fee of ₹99 may be charged to partially cover the professional's travel and preparation time. This is deducted from any advance paid, or added to your next booking.
₹99 Convenience Fee
🚗
Less than 30 minutes before / Professional en route
The professional has already been dispatched. A visit charge of ₹149 applies to compensate for travel costs. No further charges beyond this.
₹149 Visit Charge
🚫
After professional has arrived and you refuse service
If you decline the service after the professional has arrived at your location without a valid reason, a visit + inspection charge of ₹199 applies.
₹199 Visit + Inspection Fee
How to Cancel: Simply send a WhatsApp message to +91 98765 43210 with your booking ID, name, and the word "CANCEL". Our team will confirm cancellation within 30 minutes during business hours.
Cancellation Table at a Glance
| When You Cancel | Cancellation Fee | Refund of Advance | Status |
|---|---|---|---|
| More than 2 hours before | ₹0 | 100% refund | Free |
| 30 min – 2 hours before | ₹99 | Refund minus ₹99 | Small Fee |
| Less than 30 min / En route | ₹149 | Refund minus ₹149 | Visit Charge |
| After professional arrives | ₹199 | Refund minus ₹199 | Non-Free |
| Service fully completed | Full payment due | See Warranty section | Completed |
3. Cancellation by HelpFerHome
Section 3In rare situations, HelpFerHome may need to cancel a confirmed booking. We take this seriously and handle it with priority support for affected customers.
Reasons We May Cancel
- No verified professional is available in your area for the requested time slot
- The assigned professional has an emergency or is unable to attend
- Severe weather conditions or natural disasters making service unsafe
- Government-imposed restrictions or lockdowns
- Fraudulent or suspicious activity detected in the booking
- Incorrect or unreachable address provided by the customer
What We Offer When We Cancel
- Full Refund: Any advance payment collected will be refunded 100% within 3 business days — no questions asked.
- Priority Rescheduling: We will offer you the next available slot with a 5% discount on the service as a goodwill gesture.
- Advance Notice: We will inform you via WhatsApp at least 3 hours before the scheduled time wherever possible.
- Dedicated Support: A dedicated support agent will be assigned to help you rebook without hassle.
Our Commitment: HelpFerHome-initiated cancellations are treated as our responsibility. You will never bear any financial loss due to our cancellation.
4. Rescheduling a Booking
Section 4Need to change your appointment time? No problem. We offer flexible rescheduling with no penalties under most circumstances.
| When You Reschedule | Fee | Notes |
|---|---|---|
| More than 2 hours before | FREE | Unlimited reschedules allowed in this window |
| Less than 2 hours before | ₹49 convenience fee | Subject to professional availability at new time |
| Same-day reschedule (3rd time+) | ₹99 admin fee | To discourage repeated same-day changes |
How to Reschedule
- WhatsApp us at +91 98765 43210 with your booking ID
- Tell us your preferred new date and time
- We'll check availability and confirm the new slot
- You'll receive a new booking confirmation via WhatsApp
Note: Rescheduling is subject to professional availability in your area. Peak hours (evenings and weekends) may have limited slots. We recommend rescheduling at least 24 hours in advance for the best availability.
5. Refund Eligibility
Section 5Since HelpFerHome follows a Pay After Service model, most customers never need a refund. However, refunds are applicable in these specific scenarios:
✅ Eligible for Refund
- Advance deposit paid but booking cancelled (our fault or yours within free window)
- Service not started/completed due to our professional's failure
- Service quality dispute resolved in customer's favour after review
- Double payment made by error
- Service cancelled due to our unavailability
- Wrong service delivered versus what was booked
❌ Not Eligible for Refund
- Customer cancellation after professional has completed the service
- Dissatisfaction due to pre-existing damage unrelated to our service
- Change of mind after service is 50% or more complete
- Customer provided wrong address and service could not be delivered
- Issues arising from customer's own interference or misuse after service
- Services excluded under warranty (see Section 7)
Quality Complaints: If you're unhappy with a completed service, raise a complaint within 48 hours via WhatsApp with photos/video evidence. Our team will review and respond within 24 hours with a resolution.
6. Refund Process & Timeline
Section 6Once a refund is approved by our team, here's what happens:
1
Raise Request
Contact us via WhatsApp or email with your booking details
2
Review
Our team reviews the case within 24–48 business hours
3
Approval
Refund approved & confirmation sent to you on WhatsApp
4
Processed
Refund transferred to your original payment method
Refund Timeline by Payment Method
| Payment Method | Refund Timeline | Mode |
|---|---|---|
| UPI (GPay, PhonePe, Paytm) | 1–3 business days | Reverse UPI transfer |
| Bank Transfer (NEFT/IMPS) | 3–5 business days | Direct bank transfer |
| Cash | 1–2 business days | UPI transfer to your number |
| Wallet / Voucher Credit | Same day | HelpFerHome wallet credit |
Important: Refunds are processed only after thorough verification. We may contact you to gather additional information or evidence. Providing false information to obtain a refund is a violation of our Terms of Use and may result in account suspension and legal action.
7. Service Warranty & Re-visit Policy
Section 7All services completed through HelpFerHome come with a 90-day workmanship warranty. This means if the same problem recurs due to a fault in the service provided — not due to new damage, misuse, or unrelated issues — we'll fix it for free.
What the 90-Day Warranty Covers
- Same issue recurring due to faulty repair or incomplete work
- Loose connections, fittings, or parts installed by our professional
- Workmanship defects discovered within 90 days of service completion
- Cleaning issues where quality clearly did not meet promised standards
What the Warranty Does NOT Cover
- New damage or breakdowns caused after the service (new problems)
- Issues caused by customer misuse, power surges, or external factors
- Normal wear and tear of appliances or equipment
- Consumable items like gas refills, cleaning chemicals, or spare parts (separate cost)
- Services where the customer requested shortcuts or non-standard procedures
- Issues reported after the 90-day warranty window has expired
How to Claim Warranty
- WhatsApp us with your original booking ID and a description of the issue
- Share photos or a short video showing the recurring problem
- Our team will verify the warranty claim within 24 hours
- A free re-visit will be scheduled within 48 hours of approval
- If the issue cannot be resolved on re-visit, a partial or full refund is offered
| Service Category | Warranty Duration |
|---|---|
| AC Repair & Service | 90 Days |
| Electrical Work | 90 Days |
| Plumbing | 90 Days |
| Appliance Repair | 90 Days |
| Carpentry & Furniture | 60 Days |
| Painting | 30 Days (workmanship only) |
| Deep Cleaning | 7 Days (re-clean if missed areas) |
| Salon Services | Not applicable (cosmetic services) |
| Pest Control | 30 Days |
8. Non-Refundable Cases
Section 8The following situations are explicitly non-refundable. Please read them carefully before requesting a refund.
- Service Completed to Standard: If the service was completed as described and to industry standards, no refund is applicable even if you're unhappy with the outcome for subjective reasons.
- Late Cancellation Fees: The ₹99, ₹149, or ₹199 convenience/visit fees charged for late cancellations are non-refundable.
- Spare Parts & Materials: Cost of spare parts, gas refills, consumables, or materials used during the service are non-refundable once installed.
- Salon & Grooming Services: All salon, spa, waxing, and grooming services are non-refundable once the service has been performed.
- Customer-Caused Issues: If damage or poor results occurred due to the customer's interference, misleading information, or refusal to follow professional advice, no refund applies.
- Natural Deterioration: Items or appliances that deteriorate due to age, wear, or environmental factors after service are not covered.
- Pre-existing Conditions: Problems or damage that existed before our professional arrived and were not caused by our service.
- Fraudulent Claims: Any refund request found to be fraudulent or based on false evidence will be rejected and reported to appropriate authorities.
Dispute Escalation: If you disagree with our refund decision, you may escalate the matter to our Grievance Officer at grievance@helpferhome.in. We will conduct a second review and respond within 10 business days. Unresolved disputes may be taken to the appropriate consumer forum under the Consumer Protection Act, 2019.
9. Damaged Property Claims
Section 9In the unlikely event that our service professional causes accidental damage to your property during a service, we take full responsibility for addressing it.
How to Report Property Damage
- Photograph or video the damage immediately before moving or cleaning anything
- Report the damage to us via WhatsApp within 24 hours of service completion
- Include your booking ID, photos/videos, and a brief description
- Do not attempt DIY repairs on damaged areas before our inspection
- Our team will assess the claim and get back to you within 48 hours
Resolution Options
- Repair: We send a professional to repair the damage at no cost to you
- Replacement: For irreparable damage, we cover the replacement cost of the item at fair market value
- Compensation: A cash/UPI compensation may be offered based on the assessed damage value
Important: Property damage claims reported after 24 hours of service completion may be difficult to verify and will be assessed on a case-by-case basis. Timely reporting ensures faster and fairer resolution. HelpFerHome's liability for property damage is capped at ₹25,000 per incident unless stated otherwise in a specific service agreement.
10. How to Request a Cancellation or Refund
Section 10We've made the process as simple as possible. Here's exactly what to do:
📱 Via WhatsApp (Recommended)
- Open WhatsApp and message +91 98765 43210
- Send: "CANCEL" or "REFUND" + your booking ID
- Our team will respond within 1–2 hours (9AM–8PM)
- Follow the instructions provided by our agent
📧 Via Email
- Email refund@helpferhome.in
- Subject: "Cancellation Request – [Booking ID]"
- Include: Name, Phone, Booking Date, Reason
- Attach photos/evidence if relevant
What to Include in Your Request
📋 Booking ID
👤 Your Name
📱 Phone Number
📅 Service Date
🔧 Service Type
💬 Reason
📸 Photos (if applicable)
💳 Payment Method
Business Hours: Our support team is available Monday to Saturday, 9:00 AM – 8:00 PM IST. Requests received outside business hours will be addressed on the next business day. Emergency cancellations (professional en route) can be raised any time via WhatsApp.
11. Frequently Asked Questions
Section 11Do I need to pay anything upfront to book a service? ▼
No. HelpFerHome follows a Pay After Service model. You pay only after the service has been completed to your satisfaction. No advance payment or online transaction is required to book.
How do I cancel if I can't reach you on WhatsApp? ▼
You can also email us at refund@helpferhome.in or call us at +91 98765 43210. If you cancel more than 2 hours before the service time, it's always free regardless of the channel used.
What if the professional doesn't arrive on time? ▼
If the professional is delayed by more than 30 minutes beyond the scheduled time without prior notice, you can cancel for free regardless of timing and receive priority rescheduling. Contact us immediately via WhatsApp in such cases.
Can I get a refund if I'm unhappy with the service quality? ▼
Yes. Raise a quality complaint within 48 hours of service completion via WhatsApp with photos or video evidence. Our team will review the case and offer a free re-visit, partial refund, or full refund depending on the findings. Within the 90-day warranty period, re-visits for workmanship issues are always free.
How long does a refund take to reach my account? ▼
Once approved, refunds are processed within 1–7 business days depending on your payment method. UPI refunds are fastest (1–3 days). Bank transfers take 3–5 days. We'll notify you on WhatsApp when the refund is initiated.
What if the professional damages something in my home? ▼
Report the damage within 24 hours via WhatsApp with photos or video evidence. We will assess the claim and arrange for repair, replacement, or cash compensation depending on the nature and value of damage. Our liability cap per incident is ₹25,000.
Can I reschedule multiple times without penalty? ▼
Yes — rescheduling more than 2 hours before the appointment is always free, with no limit on the number of rescheduled times. If you reschedule within 2 hours, a small ₹49 fee applies. Repeated same-day rescheduling (3rd time or more) attracts a ₹99 admin fee.
Is the 90-day warranty free of charge? ▼
Yes, completely free. If the same issue recurs within 90 days due to our workmanship (not new damage or misuse), we'll send a professional back at no cost to you. Spare parts or materials needed during the warranty re-visit may be charged separately at cost price.
12. Contact Us
Section 12For all cancellation, refund, warranty, or complaint related queries, reach us through any of the channels below. We're here to help!
Support Hours
Mon–Sat: 9AM – 8PM IST
Closed on Sundays
We genuinely care about your experience. Every refund or cancellation request is treated with fairness and empathy. Thank you for trusting HelpFerHome with your home service needs. 🏠❤️
ℹ️
This Refund & Cancellation Policy is subject to change. The latest version will always be available at helpferhome.in/refund-cancellation. For any disputes not resolved through this policy, consumer protection rights under the Consumer Protection Act, 2019 remain available to you.