Refund & Cancellation Policy

This policy applies to every service booked through the HomyZone app in Ahmedabad. Bookings and payments happen only in the app — this website takes neither — so everything below describes what the app does. It is a plain-language statement of the cancellation and refund clauses in our customer terms; if the two ever differ, the terms as shown in the app are the ones that apply.

Two facts shape all of it. First, a booking is confirmed only when a professional accepts it — until then it is a request, and cancelling a request is always free. Second, once a professional has accepted, they have committed their time and started moving, so a cancellation from that point on shares the cost between you and them, on a scale that depends on how far the job had got.

Open the booking in the app and choose Cancel. Before you confirm, the app shows exactly what the cancellation will cost at that moment and what will be refunded. Nothing is charged until you confirm, and you can always back out of the cancellation screen.

If the app asks you for a reason, please give an honest one. Reasons are recorded and help us spot professionals who are late or unreliable.

The refund depends on the stage the job had reached when you cancelled. These are the platform's shares as at the date at the foot of this page; the app quotes the exact figure before you confirm, and that figure is the one that applies.

“Work has started” means you have given the professional your start PIN. A job cannot start without it, so this stage is always one you chose. The amount the platform keeps is a cancellation charge, and 35% of it goes to the professional as compensation for the time and travel they committed; it is not a penalty for its own sake. Any cashback coins you applied to the booking always come back to your wallet in full, with their original expiry dates — the charge is taken only from the money you paid.

For hourly services (Instahelp), the first hour is billed up front and any extra time is added in half-hour blocks that you confirm in the app. Time you have confirmed is treated as work started.

Some cancellations are not your doing, and they cost you nothing. In every case below an online payment is refunded in full, and a cash booking simply ends with nothing owed.

• No professional was found. If nobody accepts your request, the booking ends as “No provider”. Any online payment is refunded in full and any cashback coins you applied go back to your wallet. The app offers to rebook the same job into a later slot in one tap.
• The professional cancelled. If the professional who accepted your booking cancels it, you are refunded in full and the cancellation counts against them, not you.
• The professional did not arrive. A professional has 90 minutes to reach your address, counted from when the job is due to start — the moment they accept, or your booked slot if that is later. If they do not arrive, it is recorded as a no-show against them; you can cancel at no charge or ask to be matched with another professional at no extra cost, and any online payment is refunded in full.
• We cancelled it. If HomyZone cancels a booking for an operational or safety reason, you are refunded in full.

A professional who has reached your address will try to reach you on the mobile number registered to your account. If you are unreachable or absent for 15 minutes after they arrive, the booking may be closed as a customer no-show. A no-show is charged as an "arrived" cancellation — the platform keeps 25% and refunds the rest — because the professional has travelled to you and waited.

If you cannot be there, cancel before the professional arrives: the charge is lower at every earlier stage.

On a cash booking nothing has been paid up front, so there is nothing to refund. Instead, a cancellation charge that applies is recorded on your account as dues, and the app shows the running total.

• Dues are cleared by paying them online in the app. Until they are cleared, new cash bookings are blocked once the amount owed reaches ₹150; online bookings remain available.
• If 5 or more of your last 10 bookings were cancelled late, the cash option is removed from your account for a period.
• Cash is paid to the professional in full only on completion, after you have shared the completion PIN. Never pay cash for a job that was not completed.

A booking is tied to its slot, and there is no separate reschedule button. To move a booking to another time, cancel it and book the slot you want — bookings can be made for now or for any slot up to 7 days ahead.

• Before a professional is assigned, or within 2 minutes of assignment, that costs nothing: cancel, rebook, and the full amount of an online payment is refunded while the new booking is paid for separately.
• Once a professional is on the way or has arrived, the cancellation charge above applies. If you know the time will not work, cancel as early as you can.
• If no professional was found for a slot, the app offers to rebook the same job into a later slot in one tap, at no cost.

• A completed service. Once you have shared the completion PIN the job is closed and paid. If something was wrong with the work, raise a dispute (section 10) rather than a cancellation.
• A booking cancelled after work started. The start PIN is the line: after it, the booking is not refundable.
• The retained share of a late cancellation — the 10%, 25% or 100% the table in section 3 shows — and the “arrived” charge on a customer no-show.
• Hourly time you confirmed. Any half-hour block you confirmed in the app, and the first hour once work has started.
• Vehicle delivery charges once the vehicle has been delivered back to you.
• Work arranged outside the app. Anything agreed or paid directly with a professional, bypassing HomyZone, carries no protection, no refund and no cashback.
• Professional subscription plans once activated (section 12).

You can raise a dispute on a completed booking within 7 days of completion. Raise it from the booking in the app, or write to support with the booking ID. Tell us what was booked, what was done, and what went wrong; photos help. The professional is asked for their account of the job, and we look at both alongside the booking's record — the PIN times, location and any notes or photos attached to it.

Where the complaint is upheld we will either arrange a re-service at no charge or refund some or all of the booking, whichever fits the problem. Refunds granted on a dispute go back to the original online payment method under section 8. The platform's decision on a dispute is final, and its liability for a booking is limited to the amount paid for that booking.

Most refunds need no request at all: a cancellation you make, a booking that finds no professional, and a professional's cancellation or no-show are all refunded automatically. Write to us when a refund has not arrived, when you believe a charge was applied at the wrong stage, or when you are disputing a completed service.

Professionals pay for a HomyZone Partner plan to receive jobs. A plan fee is not refunded once the plan has been activated, including where the plan is ended for a breach of the partner terms. A payment for a plan that was never activated — for example a payment that succeeded but did not unlock the plan — is refunded in full to the original payment method on request.

If you are unhappy with how a refund or cancellation has been handled, write to our Grievance Officer at the contact given in our Privacy Policy. We will acknowledge the grievance within 48 hours and resolve it within 30 days.

This policy and every booking made through HomyZone are governed by the laws of India. Subject to the paragraph below, the courts at Ahmedabad, Gujarat have exclusive jurisdiction over any dispute arising from them.

Nothing in this policy limits the rights you have as a consumer under the Consumer Protection Act, 2019, including the right to approach the consumer commission with jurisdiction over you.

The cancellation shares, time windows and thresholds quoted here are the platform's settings at the date below. They may be revised; the app always shows the current figure before you confirm a cancellation, and a change applies only to bookings made after it. We will update this page and the terms together whenever they change.

Last updated: 23 September 2026.