Last Updated: January 2026
1. Cancellation Policy
For Customers
| Cancellation Time | Refund Amount |
|---|---|
| More than 24 hours before appointment | 100% refund |
| 4-24 hours before appointment | 75% refund |
| 2-4 hours before appointment | 50% refund |
| Less than 2 hours before appointment | No refund |
| No-show without cancellation | No refund + possible restrictions |
For Vendors
- Vendors can cancel with valid reason (emergency, illness, etc.)
- Customer receives 100% refund for vendor cancellations
- Frequent vendor cancellations may affect ratings and visibility
- Repeated cancellations may result in account suspension
2. Refund Policy
Eligible for Full Refund
- Service not provided as described
- Vendor cancellation
- Double booking by system error
- Payment processed but booking not confirmed
Eligible for Partial Refund
- Service partially completed
- Customer cancellation within policy timeframe
- Significant delay by vendor (more than 30 minutes)
Not Eligible for Refund
- Service completed as described
- Customer no-show
- Cancellation outside policy timeframe
- Dissatisfaction with subjective aspects (style preference, etc.)
- Issues not reported within 24 hours of service
3. Refund Process
How to Request
- Open the booking in your app
- Tap "Request Refund" or "Report Issue"
- Select reason and provide details
- Submit supporting evidence if applicable (photos, etc.)
Processing Time
| Payment Method | Refund Timeline |
|---|---|
| SaakhiPay Wallet | Instant |
| UPI | 1-3 business days |
| Debit/Credit Card | 5-7 business days |
| Net Banking | 5-7 business days |
4. Cashback and Rewards
- Cashback is credited 7 days after service completion
- If booking is cancelled or refunded, pending cashback is forfeited
- Used coupons are not restored on cancellation
- Referral rewards are reversed if referred user's booking is refunded
5. Dispute Resolution
If you disagree with a refund decision:
- Contact support within 7 days of decision
- Provide additional evidence or explanation
- Our team will review and respond within 48 hours
- Final decisions are made at SaakhiPay's discretion
6. Special Circumstances
- Natural disasters/emergencies: Full refund regardless of timing
- Medical emergencies: Full refund with documentation
- Platform technical issues: Full refund + compensation credit
7. Contact Us
For refund queries:
Email: info@saakhipay.com
In-app: Help & Support > Refund Issues