We believe in fair, transparent refunds for everyone. Our policy is inspired by IRCTC's time-based slabs — the earlier you cancel, the more you get back.
Customer Cancellation
If you cancel a booking, you'll receive a refund based on how much time is left before the scheduled service:
- More than 48 hours before: 100% refund — full amount returned to original payment method
- 24-48 hours before: 75% refund
- 12-24 hours before: 50% refund
- 6-12 hours before: 25% refund
- 3-6 hours before: 10% refund (token amount)
- Less than 3 hours before: No refund
Refunds are processed instantly via Stripe and typically reflect in your account within 5-7 business days.
Provider Cancellation
If a provider cancels an accepted booking after confirming, customers receive an 80% refund regardless of timing. The remaining 20% is retained by RoundU as a processing fee, and the provider pays an equivalent penalty.
Providers who cancel 3 or more bookings are automatically suspended pending admin review.
Service Quality Issues
If a service is incomplete, of poor quality, or significantly different from what was agreed:
- Report it within 24 hours via the in-app help section
- Provide photos and a description of the issue
- Our team reviews within 48 hours
- Eligible refunds are processed within 5 business days
Wallet Cashback
Cashback credited to your in-app wallet from previous bookings is non-refundable as cash. It can only be used for future bookings on the platform.
Subscription Cancellations
You can pause or cancel any subscription plan at any time from the app.
- Pause: No charge during the paused period; resume anytime
- Cancel: No further charges; you keep access until the current billing period ends
- No partial refunds for unused days within an active billing cycle
Failed Payments
If a payment fails (network issue, insufficient funds, declined card), the booking is automatically cancelled at no cost. You can retry with a different payment method.
How to Request a Refund
- Open the RoundU app
- Go to My Bookings → select the booking
- Tap Cancel or Report an issue
- Follow the on-screen instructions
Contact
For refund disputes or questions, email admin@roundu.in with your booking ID. We respond within 24 hours.