This Cancellation and Refund Policy (“Policy”) forms an integral part of the Terms and Conditions of HomeSena Technologies Pvt. Ltd. (“Home Sena,” “Company,” “we,” “us,” or “our”). This policy governs the terms under which cancellations, rescheduling, refunds, and service-related concerns are handled on the HomeSena platform, including its website and mobile application (collectively referred to as the “Platform”). HomeSena operates as a technology-enabled intermediary that connects users with independent service professionals and does not directly provide the services listed on the platform.
Services available on the Platform are broadly categorized as instant services, scheduled services, and recurring or subscription-based services. Instant services are those that are provided immediately or within a short period after booking confirmation. Scheduled services are those booked for a specific future time slot, while recurring services are those that are delivered on a repeated basis, such as daily, weekly, or monthly plans. The cancellation and refund rules vary depending on the nature of the service selected.
Cancellations and refunds are governed by principles of fairness, operational feasibility, and respect for the time and effort of service professionals. Once a service professional has been assigned, dispatched, or has begun preparing for the service, significant operational resources are committed. Therefore, the flexibility for cancellations becomes limited at that stage.
For instant services, once a professional has been assigned or the service has commenced, cancellation is not permitted and no refund shall be issued. However, if a professional has not yet been assigned, the user may cancel the booking without any charges, subject to system validation.
For scheduled services, users are encouraged to cancel bookings well in advance. If a cancellation is made more than three hours prior to the scheduled service time, a full refund shall be issued. If the cancellation is made between one to three hours before the scheduled time, a partial refund may be provided at the discretion of HomeSena. In cases where the cancellation is made less than one hour prior to the scheduled time, no refund shall be applicable. Additionally, if the user is unavailable at the service location at the scheduled time, it will be treated as a no-show, and no
refund shall be granted.
For recurring or subscription-based services, users may cancel individual sessions without any charges if the cancellation is made at least three hours before the scheduled session. Cancellations made within three hours of the scheduled session or failure to attend shall result in full deduction of the session cost. Users may also terminate the entire subscription plan at any time; however, any sessions scheduled within the immediate three-hour window shall remain chargeable. Future sessions beyond this window shall not be billed. Users also have the option to pause recurring services, during which no charges will apply, although such a paused duration will not be eligible for refunds.
In the event that a booking is cancelled by HomeSena or the assigned service professional due to operational issues, safety concerns, or unavailability, the user shall be entitled to a full refund or may opt for rescheduling or service credits, depending on availability and operational feasibility.
Refunds may also be considered in cases where the service professional fails to arrive, the service delivered is significantly different from what was booked, or the service could not be completed due to reasons attributable to the professional. However, refunds shall not be applicable where services have already been successfully delivered, where issues arise due to user negligence, or where incorrect information has been provided by the user. Services booked using promotional discounts or offers may be refunded in the form of service credits rather than monetary refunds.
If a user is dissatisfied with the quality of service, such concerns must be reported within 24 hours of service completion. Upon review, HomeSena may offer a suitable resolution, which may include a partial or full refund, re-service, or issuance of service credits. All such cases are evaluated individually based on the circumstances and supporting evidence.
Refunds that are approved will typically be processed within 7 to 14 business days and credited to the original mode of payment. Any delays caused by banking institutions or payment gateways shall not be the responsibility of HomeSena.
Users are required to raise any refund or cancellation-related concerns within 48 hours of the scheduled or completed service. Requests raised beyond this timeframe may not be entertained.
HomeSena reserves the right to deny refunds or take necessary action, including account suspension, in cases where users are found to be misusing the policy, engaging in fraudulent activities, or repeatedly abusing cancellation or refund provisions.
HomeSena shall not be held liable for any failure or delay in providing services or processing refunds where such failure arises due to events beyond its reasonable control, including but not limited to natural disasters, pandemics, governmental restrictions, strikes, or technical failures.
This Policy may be updated or modified from time to time at the sole discretion of HomeSena. Continued use of the Platform after such updates shall constitute acceptance of the revised Policy.
For any queries, concerns, or assistance, users may contact HomeSena at support@homesena.com. The Company shall make reasonable efforts to address and resolve concerns within applicable timelines.
