Important: This policy explains the terms and conditions for cancellations and refunds on the Tappyon platform. Please read carefully before booking services.
1. Overview
Tappyon understands that plans can change. This Refund & Cancellation Policy outlines the rules for:
- User-initiated cancellations
- Partner-initiated cancellations
- No-show scenarios
- Refund eligibility and timelines
- Dispute resolution
2. User-Initiated Cancellations
2.1 Cancellation Timeline
Users can cancel bookings through the Tappyon app. Refund eligibility depends on cancellation timing:
| Cancellation Time |
Refund Amount |
Processing Time |
| More than 2 hours before service |
100% refund |
5-7 business days |
| 1-2 hours before service |
50% refund |
5-7 business days |
| Less than 1 hour before service |
No refund |
N/A |
| After service partner has departed |
No refund |
N/A |
2.2 How to Cancel
- Open the Tappyon app
- Go to "My Bookings"
- Select the booking you want to cancel
- Click "Cancel Booking"
- Select cancellation reason
- Confirm cancellation
- Receive cancellation confirmation via SMS/email
2.3 Excessive Cancellations
Warning: Repeatedly canceling bookings may result in:
- Restrictions on future bookings
- Temporary account suspension
- Ineligibility for promotional offers
- Permanent account termination (for repeated abuse)
3. Partner-Initiated Cancellations
3.1 Partner Cancels Before Departure
If a service partner cancels before leaving for your location:
- Refund: 100% instant refund
- Alternative: Option to rebook with another partner
- Compensation: Discount coupon for inconvenience (optional)
3.2 Partner No-Show
If the partner does not arrive within 30 minutes of scheduled time:
- Automatic cancellation by system
- 100% instant refund
- ₹100 compensation coupon for next booking
- Partner faces penalty and account review
4. User No-Show
If you are not available at the service location when the partner arrives:
- Partner will wait for 15 minutes
- Partner will call you twice
- If no response, partner can mark as "User No-Show"
- No refund will be issued
- Full booking amount will be charged
Avoid No-Shows: Please ensure you are available at the scheduled time. Repeated no-shows may lead to account restrictions.
5. Refund Eligibility
5.1 Eligible for Full Refund
- Partner cancellation or no-show
- Service not provided as per booking description
- Service partner misconduct or unprofessional behavior
- Major quality issues reported and verified
- Technical issues preventing service (Tappyon's fault)
- Duplicate payment due to payment gateway error
5.2 Eligible for Partial Refund
- User cancellation 1-2 hours before service (50%)
- Partially completed service (pro-rata basis)
- Minor quality issues (case-by-case evaluation)
5.3 NOT Eligible for Refund
- User cancellation less than 1 hour before service
- User no-show
- Service completed satisfactorily
- Change of mind after service completion
- Unreasonable expectations or subjective dissatisfaction
- Delays caused by customer (e.g., wrong address, no access)
6. Refund Process
6.1 Refund Timeline
| Payment Method |
Refund Timeline |
| UPI / Wallets (Paytm, PhonePe, etc.) |
Instant to 24 hours |
| Credit Card / Debit Card |
5-7 business days |
| Net Banking |
5-7 business days |
| Tappyon Wallet |
Instant |
6.2 Refund Methods
- Original Payment Source: Refunds are processed to the original payment method
- Tappyon Wallet: Optional instant refund to wallet for future bookings
- Bank Transfer: In rare cases, refunds may be processed via bank transfer (7-10 days)
6.3 Refund Tracking
You can track refund status in the app:
- Go to "My Bookings"
- Select cancelled booking
- View refund status: Initiated → Processing → Completed
7. Service Quality Issues
7.1 Reporting Issues
If you are unsatisfied with service quality, report within 24 hours of service completion:
- Go to booking details in the app
- Click "Report Issue"
- Select issue category (poor quality, incomplete work, damage, etc.)
- Upload photos/videos as evidence
- Provide detailed description
- Submit report
7.2 Issue Resolution Process
- Step 1: Report received and logged (Immediate)
- Step 2: Customer support reviews complaint (Within 24 hours)
- Step 3: Partner contacted for explanation (Within 24-48 hours)
- Step 4: Evidence verification (photos, videos, communication)
- Step 5: Resolution: Refund, Re-service, or Compensation (Within 3-5 days)
7.3 Possible Resolutions
Depending on the issue severity, we may offer:
- Full Refund: For major quality issues or partner misconduct
- Partial Refund: For minor issues or partially completed work
- Free Re-Service: Partner returns to fix issues at no cost
- Alternative Partner: Different partner completes the work
- Compensation Coupon: Discount on next booking
8. Payment Gateway Failures
If payment is deducted but booking is not confirmed:
- Check "My Bookings" for confirmation status
- Wait 30 minutes for auto-refund
- If not refunded, contact support with transaction details
- Provide payment screenshot, transaction ID, and date/time
- Refund processed within 5-7 business days after verification
9. Promotional Offers and Coupons
9.1 Refund with Discount Applied
- If a booking with discount is cancelled, refund amount = discounted price paid
- Original coupon code becomes invalid
- New coupon may be issued (case-by-case basis)
9.2 Wallet or Cashback Refunds
- If cashback was credited, it will be deducted from wallet
- If wallet balance is insufficient, refund is adjusted accordingly
10. Dispute Resolution
10.1 Internal Resolution
Most disputes are resolved within the app through customer support. If you disagree with a decision:
- Reply to the support ticket with additional evidence
- Request escalation to senior support team
- Await resolution (3-5 business days)
10.2 External Dispute
If internal resolution fails, you may:
- File a complaint with Consumer Forum
- Contact Grievance Officer (see contact details below)
- Initiate arbitration (as per Terms & Conditions)
11. Special Circumstances
11.1 Natural Disasters / Emergencies
In case of natural disasters, pandemics, or government-imposed restrictions:
- Full refund or free rescheduling
- No cancellation charges
- Extended refund timelines may apply
11.2 Service Unavailability
If service is unavailable in your area after booking:
- 100% instant refund
- Notification via email/SMS
- Compensation coupon (optional)
12. Rescheduling Services
Instead of cancelling, you can reschedule bookings:
- Free rescheduling: Up to 2 hours before service
- ₹50 rescheduling fee: Within 2 hours of service
- Maximum reschedules: 2 times per booking
- How to reschedule: Go to booking details → Click "Reschedule"
13. Contact for Refund Issues
14. Policy Updates
Tappyon reserves the right to modify this Refund & Cancellation Policy at any time. Changes will be notified through:
- Email notification
- In-app announcement
- Website banner
Continued use after changes constitutes acceptance of the updated policy.
Important Note: This policy is subject to applicable Indian laws including Consumer Protection Act, 2019, and Information Technology Act, 2000. In case of conflict, statutory rights prevail.