Refund & Cancellation Policy

1. Key terms

Booking value: the total price of the booking, including every session in it, as shown at checkout.

Advance: the 15% of the booking value paid to confirm a single-session booking. Bookings with more than one session are paid in full.

Start time: the scheduled start of the first session of the booking.

2. Cancellation by the customer

Cancel 24 hours or more before the start time: full refund of everything you have paid.

Cancel less than 24 hours before the start time, or no-show at the service address: 15% of the booking value is retained.

If you paid the 15% advance, the advance is forfeited and no refund is due.

If you paid in full, 85% of the booking value is refunded.

Example: for a ₹1,000 booking, cancelling within 24 hours forfeits a ₹150 advance; if you paid ₹1,000 in full, ₹850 is refunded.

3. Cancellation by the professional or agency

A professional or agency may decline a request before accepting it at no charge.

Once a booking has been accepted, cancelling it forfeits 10% of the booking value. This amount is deducted from the provider's wallet or next payout.

When a provider cancels, the customer is never charged: Kare Reach tries to assign a replacement, and if none is available the customer gets a full refund.

Repeated cancellations after acceptance may reduce how often requests are sent to the provider and can lead to suspension.

4. Cancellation by Kare Reach

If no professional or agency accepts a booking in time, or we cannot assign a replacement, the booking is cancelled and refunded in full.

If a session is disrupted after it starts for reasons outside the customer's control, we refund pro rata after review.

5. Rescheduling

Rescheduling a session 24 hours or more before it starts is free, subject to the professional's availability.

Moving a session that starts within 24 hours costs 50% of that session's price. This applies only to the session being moved.

6. Service-quality complaints

Raise a support request within 48 hours of the session. Our operations team reviews the session records and may arrange a replacement session, a partial refund or a full refund.

7. How refunds are paid

Refunds are credited to your Kare Reach wallet as soon as they are approved, and can be used for any future booking.

If you prefer a refund to your original payment method, it is returned within 5–7 working days, depending on your bank or payment provider.

Taxes are refunded in the same proportion as the refunded amount, and a credit note is issued against the original invoice.

8. Memberships and fees

Professional and agency onboarding and membership fees cannot be refunded once verification review has begun.