This policy explains how refunds and cancellations work on ServEaseNow. It supplements our Terms of Service. All payments are processed by Razorpay; refunds are issued to the original payment instrument.
1. Provider subscriptions (Silver / Gold)
Providers may subscribe to paid tiers via in-app Razorpay checkout. Subscriptions auto-renew until cancelled from the in-app subscription screen.
- Pro-rata refund within 7 days: if you cancel within 7 days of a new monthly billing cycle and have not received more than 1 awarded lead during that cycle, we refund the unused portion of that cycle on a pro-rata basis.
- No refund after 7 days or once you've received more than one awarded lead in the current cycle. Cancellation is still possible — it stops the next auto-renewal — but the current cycle is not refunded.
- Annual plans (if introduced): refundable pro-rata minus a 10% administration fee within the first 30 days. Not refundable thereafter.
2. Pay-per-lead charges
For premium categories where Providers are charged per qualified lead (real estate sale, wedding catering above ₹50,000, construction above ₹5 lakh — see in-app pricing for the current list):
- Non-refundable once dispatched. The charge accrues when the lead is dispatched to you and you have the opportunity to Quote, regardless of whether you win the lead.
- Refundable in exceptional cases: if our investigation (initiated by you within 7 days of charge) confirms the lead was fraudulent — i.e. fake consumer account, abusive content, manifestly non-genuine enquiry — we will refund the lead charge.
- To request an investigation, email support@serveasenow.com with the RFQ reference number.
3. Escrow advance payments (Consumers)
For high-value bookings, a Consumer may pay an advance into escrow held by Razorpay. Escrow is released to the Provider's verified bank account on Consumer confirmation of job completion, or after our dispute resolution decision (see Terms of Service, Section 9).
3.1 Full refund
- Consumer cancels before the Provider arrives for the booked job.
- Provider does not show up within 24 hours of the agreed slot, without prior intimation. Cancellation is treated as Provider no-show; escrow refunds in full.
- Job cannot proceed due to force majeure (natural disaster, lockdown, etc.) before any work begins.
3.2 Partial refund
- Job partially completed and Consumer disputes the quality or scope. Our dispute resolution team determines the split, considering chat transcripts, photo evidence, the agreed Quote, and the actual work delivered. The decision is binding for the escrow split; either party may seek further remedy through Indian courts.
3.3 No refund
- Consumer confirms job completion in-app, or fails to raise a dispute within 48 hours of completion. Escrow releases in full to the Provider.
- Consumer's reason for cancellation is "changed my mind" after the Provider has begun work or incurred substantive costs (e.g. catering ingredients purchased, tent house transported). In such cases, the Provider may retain a fair portion of the escrow as documented in the dispute process.
3.4 Platform Fee
We deduct a Platform Fee of 1–2% of the escrow amount on release, as disclosed at the time of escrow creation. In refund scenarios under 3.1, the Platform Fee is also refunded; under 3.2 and 3.3, the Platform Fee is retained against the share that is actually released or kept.
4. How to request a refund
- Subscriptions: In-app → Profile → Subscription → Cancel + request refund. Or email support@serveasenow.com quoting your phone number.
- Lead charges: Email support with the RFQ reference number and a brief description of why you believe the lead was fraudulent.
- Escrow: Open the RFQ in-app → Report a problem. Our team responds within 24 hours and resolves within 7 working days.
5. Processing time
Approved refunds are initiated within 2 working days of decision. Razorpay typically credits refunds to the original payment instrument within 5 to 10 working days. For UPI, refunds often arrive within 24 hours; for credit cards and netbanking, allow up to 10 working days depending on your bank.
6. Disputes about this Policy
If you disagree with a refund decision, you may escalate by replying to the decision email with new evidence. Final unresolved disputes are subject to the governing-law and jurisdiction clause in our Terms of Service, Section 17.
7. Contact
Email: support@serveasenow.com
Address: Plenitude Systems Pvt. Ltd., Gandhi Road, Kallakurichi, Tamil Nadu, India.