Refund Policy

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

1. Open the RoundU app
2. Go to My Bookings → select the booking
3. Tap Cancel or Report an issue
4. Follow the on-screen instructions

Contact

For refund disputes or questions, email admin@roundu.in with your booking ID. We respond within 24 hours.