1. Platform Introduction

Helper Fox On Time Service Co. (Service Raju) provides home services through its platform, connecting customers with service professionals for a range of home maintenance and improvement requirements.

Services may include:

• Plumbing
• Electrical Services
• AC & Home Appliance Services
• Cleaning Services
• Pest Control
• Carpentry
• Painting & Waterproofing
• Renovation & Fabrication
• Water Leakage Detection

This Refund & Cancellation Policy explains how service cancellations, refunds and wallet transactions are handled on the Service Raju platform.

The policy also explains customer responsibilities when requesting a cancellation or refund.

2. Wallet & Recharge Policy

Service Raju may provide a digital wallet feature that allows users to maintain a balance for eligible future service payments.

Depending on the features available on the platform, users may be able to:

• Recharge their wallet using available online payment methods.
• Use available wallet balance toward eligible Service Raju services.
• Receive eligible refunds or adjustments into their wallet balance.

Wallet funds may be used for eligible future bookings and services available through the Service Raju platform.

Wallet transactions may be subject to applicable verification, payment gateway rules, service terms and legal requirements.

Wallet balance should not be considered a bank account, deposit account or financial product.

3. Refund Policy

Service Raju aims to handle eligible refund requests fairly and consistently.

Refund Eligibility

A refund may be considered in situations including:

• The booked service could not be completed due to circumstances attributable to the service provider.
• An incorrect service provider was assigned and the booking could not reasonably be fulfilled.
• There is a significant mismatch between the booked service and the service delivered.
• A duplicate or erroneous payment was processed.
• The assigned service professional did not arrive for the scheduled appointment without reasonable prior notice.
• Other circumstances where Service Raju determines that a refund is appropriate.

Refund requests should generally be submitted within 3 days from the service date. Requests submitted after this period may require additional review and may not be eligible.

Refund Processing

Once a refund request is received, Service Raju may review the booking, payment information, service status, technician records and other relevant information before approving or declining the request.

Some cases may require additional information from the customer or service professional before a decision can be made.

Refund Method

Approved refunds may be issued through the original payment method or, where applicable, credited to the customer's Service Raju wallet.

The refund method may depend on the payment method used, transaction type, wallet rules and applicable payment processing requirements.

Bank or payment gateway processing times may vary.

Non-Refundable Situations

Refunds may generally not be available in situations including:

• The service has been completed as agreed and accepted by the customer.
• The customer is unavailable or denies reasonable access to the service location.
• The customer cancels after the professional has travelled to the location, where an applicable cancellation or visit charge has been incurred.
• Materials specifically purchased or procured for the customer's service cannot reasonably be returned or reused.
• The refund request is based only on a change of mind after an eligible service has already been completed.

Nothing in this section is intended to restrict any consumer rights or remedies that cannot legally be excluded under applicable law.

How to Request a Refund

Customers requesting a refund should contact Service Raju support and provide the relevant booking details.

Where possible, include:

• Booking or service number.
• Customer name and registered phone number.
• Date of service.
• Reason for the refund request.
• Relevant photographs, payment information or other supporting details where applicable.

4. Cancellation Policy

Customers may cancel or reschedule eligible service bookings when required, subject to the applicable cancellation conditions.

Free Cancellation

Customers may cancel or reschedule a booking at least 2 hours before the scheduled service time without a cancellation charge.

Late Cancellation

Cancellations made less than 2 hours before the scheduled service time may be treated as late cancellations.

Depending on the booking and circumstances, a late cancellation or visit-related charge may apply where the service professional has already been assigned, prepared or started travelling to the location.

On-Site Cancellation

If a customer cancels a service after the professional has arrived at the service location, a visit or cancellation charge may apply.

Where materials, labour or other work has already been undertaken with the customer's approval, applicable charges may also be payable.

How to Cancel or Reschedule a Service

Customers should use the available booking management option on the Service Raju platform or contact customer support as soon as possible.

When contacting support, customers should provide the booking or service number and registered phone number to help us locate the booking quickly.

5. Service Provider No-Show Policy

If an assigned service professional cancels the booking without an acceptable reason or does not arrive for the scheduled appointment, Service Raju will review the booking and applicable circumstances.

Where the customer has already made an advance payment and the service cannot be delivered due to the provider no-show, the customer may be eligible for a full refund of the eligible advance payment.

Customers should contact support promptly if a professional does not arrive within the applicable appointment window.

6. Important Customer Notes

To help us process bookings, cancellations and refund requests efficiently, customers should:

• Provide accurate service requirements and contact details.
• Ensure reasonable access to the service location at the scheduled time.
• Keep the booking or service number available when contacting support.
• Submit refund requests within the applicable refund request period.
• Provide accurate information and supporting documents when requested.

Some refund or cancellation requests may require additional investigation before a final decision is made.

Refund decisions may take into account the booking information, payment records, service status, communications, materials used and other relevant circumstances.

7. Governing Law

This Refund & Cancellation Policy is governed by the applicable laws of the Republic of India.

Any dispute relating to refunds, cancellations or wallet transactions will be handled in accordance with applicable Indian laws and available legal remedies.

Customers are encouraged to contact Service Raju support first so that concerns can be reviewed and resolved wherever reasonably possible.

8. Contact & Support

If you have questions or need assistance with a refund, cancellation or wallet transaction, please contact Service Raju customer support.