This Refund & Cancellation Policy ("Policy") explains the rules, rights, and procedures relating to bookings, cancellations, and refunds made through our Platform/App/Website ("Service"). It forms an integral part of our Terms & Conditions and applies to all Users, Partners, and Experts engaging on our platform.
By accessing or using the Service, you:
Acknowledge that you have read and understood this Policy.
Agree to be bound by its terms, along with our Terms & Conditions and Privacy Policy.
Accept that this Policy governs all transactions, including any promotional or discounted bookings, unless specifically stated otherwise.
This Policy is designed to:
Provide transparency on when cancellations and refunds are permitted.
Ensure fair treatment of Users, Partners, and Experts.
Comply with applicable laws, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 (for Indian operations).
If you do not agree with this Policy, please do not proceed with bookings or payments on our platform.
1. APPLICABILITY
1.1 Users
This Policy applies to all individuals who book, purchase, or reserve services through our Platform/App/Website ("Service").
It governs refunds and cancellations relating to appointments, packages, events, subscriptions, and any other services purchased.
Users are responsible for reviewing Partner/Expert-specific terms (if any) at the time of booking, which will operate in addition to this Policy.
1.2 Partners
This Policy applies to all registered businesses (such as salons, spas, wellness centres, clinics, training institutes, gyms, or other service providers) who list their services on the platform.
Partners must adhere to the cancellation and refund terms set out here, unless stricter obligations are imposed by applicable law or mutually agreed with Users.
Partners are also bound to process refunds in a timely manner where required under this Policy.
1.3 Experts
Independent professionals (including stylists, therapists, consultants, trainers, or other certified practitioners) who list or provide services through the platform are covered under this Policy.
Experts must honour cancellations and refunds as prescribed herein, unless alternative terms have been clearly disclosed to Users before booking.
1.4 Overriding Effect
This Policy applies uniformly across Users, Partners, and Experts unless expressly stated otherwise.
In case of conflict between this Policy and any Partner/Expert-specific policy, this Policy will prevail to the extent required by law.
2. CANCELLATIONS BY USERS
2.1 Permitted Cancellation Window
Users may cancel a booking up to 24 hours before the scheduled appointment/service start time to receive a full refund of the booking amount.
Refunds, where eligible, will be processed back to the original payment method (or wallet/credits, if chosen by the User) within the timelines specified under Section 4 of this Policy.
2.2 Late Cancellations
If a cancellation request is made after the permitted window but before the scheduled appointment, the refund eligibility will depend on the Partner's or Expert's cancellation terms.
In such cases:
A partial refund may be provided (after deducting applicable service or cancellation fees).
In some cases, no refund may be applicable if the Partner/Expert has already committed resources or incurred costs.
2.3 No-Show Policy
If a User fails to attend a booked service without cancelling in advance, the booking will be treated as a "no-show."
No-shows are not eligible for any refund under this Policy.
2.4 Special Circumstances
If a User cancels due to reasons beyond their control (e.g., medical emergencies, travel restrictions, government orders), they may submit a request with valid proof to the Grievance Officer (see Section 6).
The Company, in consultation with the Partner/Expert, may allow flexible rescheduling or a refund as a goodwill gesture on a case-to-case basis.
2.5 Multiple Bookings or Packages
For multi-session packages, cancellations will only apply to future, unused sessions.
Refunds will be calculated proportionately after deducting charges for sessions already availed and any applicable administrative fees.
3. CANCELLATIONS BY PARTNERS OR EXPERTS
3.1 Right to Cancel
Partners and Experts may cancel a confirmed booking only in unavoidable circumstances (e.g., staff unavailability, technical issues, medical emergencies, or other legitimate reasons).
All such cancellations must be promptly communicated to both the User and the Company through the platform.
3.2 User Entitlement
If a Partner or Expert cancels a confirmed booking, the User will be entitled to a full refund of the booking amount, without any deductions.
Refunds will be processed to the original payment method or credited to the User's wallet balance within 5-7 working days.
3.3 Rescheduling Option
Wherever possible, Partners or Experts may propose an alternative time slot or service provider (if available).
The User has the sole discretion to either accept the rescheduled option or decline and claim a full refund.
3.4 Impact on Partner/Expert
Partners and Experts who cancel confirmed bookings repeatedly, without valid reasons, may face the following consequences:
Warning or penalty charges as determined by the Company.
Reduced visibility or ranking on the platform.
Temporary suspension of account or, in severe cases, permanent removal from the platform.
3.5 Exceptional Circumstances
If cancellation is caused by force majeure events (e.g., natural disasters, government restrictions, or platform-wide outages), the Company may waive penalties against Partners/Experts.
In such cases, Users will still be entitled to a full refund or rescheduling option.
4. REFUND PROCESS
4.1 Initiation of Refunds
Once a cancellation request is approved (whether initiated by the User, Partner, Expert, or Company), the refund process will be initiated within 2-3 working days.
An email/SMS/app notification will be sent to the User confirming the initiation of the refund.
4.2 Processing Timelines
Refunds to the original payment method (credit card, debit card, UPI, net banking, etc.) may take 5–10 working days to reflect in the User's account, depending on the banking/payment gateway partner.
In case of wallet or platform credits, the refund will be credited instantly or within 24 hours, unless otherwise specified.
4.3 Partial Refunds
Where applicable (e.g., late cancellations, partial service usage, or deductions per policy), the refund amount will be clearly communicated to the User at the time of processing.
4.4 Non-Refundable Charges
Convenience fees, payment gateway charges, or promotional discounts used at the time of booking may be non-refundable, unless the cancellation was caused by the Partner, Expert, or Company error.
4.5 Refund Status Tracking
Users can track the status of their refund through the platform under the "My Bookings" or "Transactions" section.
If the refund is not reflected after the stipulated period, Users may contact the Company's Grievance Officer (see Section 6).
4.6 Force Majeure / Technical Errors
In case of delays due to banking networks, payment gateway downtime, or other force majeure events, the Company will not be held liable for delays beyond its control, but will provide reasonable support to resolve the issue.
5. NON-REFUNDABLE TRANSACTIONS
5.1 Services Already Availed or Partially Availed
Once a service has been fully provided, no refund will be issued under any circumstances.
If a service is partially availed (e.g., a treatment or session started but not completed due to User choice), the unutilized portion will not be eligible for a refund.
5.2 Discounted / Promotional Bookings
Certain bookings made under special offers, flash sales, festival discounts, or coupon codes may be clearly marked as "Non-Refundable."
Users acknowledge that such bookings are final and not eligible for cancellation or refund.
5.3 No-Show by Users
If a User fails to attend a confirmed booking without prior cancellation within the permitted timeline, the entire booking amount will be forfeited. No refunds, credits, or rescheduling will be provided in such cases.
5.4 Force Majeure Events
Refunds will not apply where services are disrupted or canceled due to circumstances beyond our reasonable control, including but not limited to:
Natural disasters (earthquakes, floods, storms).
Government regulations, lockdowns, or public safety orders.
Nationwide strikes, curfews, or transport shutdowns.
In such cases, the Company may, at its discretion, provide wallet credits or rescheduling options as a goodwill gesture.
5.5 Breach of Terms of Service
If a User, Partner, or Expert is found to be in violation of the Company's Terms & Conditions (e.g., misuse, fraudulent bookings, or policy breach), any refund claim shall stand automatically invalid.
6. DISPUTE RESOLUTION
6.1 First Level Resolution
In case of any disagreement or dissatisfaction relating to cancellations, refunds, or wallet credits, Users, Partners, or Experts are encouraged to first contact our Customer Support team through the in-app helpdesk, email, or helpline.
6.2 Escalation to Grievance Officer
If the matter remains unresolved, Users may escalate the issue to our Grievance Officer (as detailed in Privacy Policy – Section 12).
The Grievance Officer will acknowledge receipt of the complaint within 48 hours and aim to provide a resolution within 15 working days, in line with applicable Indian law.
6.3 Company's Decision
The Company will make reasonable efforts to resolve disputes fairly and transparently.
However, the final decision of the Company shall be binding, subject to rights available under applicable consumer protection laws and other Indian statutes.
6.4 Legal Recourse
In the event a dispute cannot be amicably resolved, the matter may be referred to arbitration or to the appropriate legal forum as per the Company's Terms & Conditions.
The jurisdiction for all legal proceedings shall be the courts of New Delhi, India, unless otherwise required by law.
7. CHANGES TO THIS POLICY
7.1 Right to Update
The Company reserves the right to update, amend, or modify this Refund & Cancellation Policy from time to time to reflect changes in law, business practices, or platform features.
7.2 Notification of Changes
Any material changes will be communicated through the Platform, email, or push notifications.
Continued use of the Service after such updates shall be deemed acceptance of the revised Policy.
7.3 Effective Date
Each updated version will carry an Effective Date, clearly displayed at the end of the Policy, to help Users track the most recent version.
Company: THS International Pvt. Ltd.
Effective Date: September 20, 2025
Contact Us
If you have questions or need assistance regarding this Refund & Cancellation Policy, feel free to get in touch: