Refund & Cancellation Policy

At Gharup, we want every customer to have a convenient and satisfactory experience. This Refund & Cancellation Policy explains how you can cancel or reschedule a booking and how refunds or service remedies are handled.

This policy forms part of our Terms & Conditions.

1. Cancellation or rescheduling by the customer

You may cancel or reschedule a confirmed booking by contacting Gharup through the contact details provided on our website.

Cancellation or rescheduling at least 24 hours before the scheduled service

You may cancel or reschedule your booking free of charge if you notify us at least 24 hours before the scheduled service time.

Cancellation within 24 hours

If you cancel or reschedule a booking less than 24 hours before the scheduled service time, Gharup will review the circumstances on a case-by-case basis. Where a professional has already been assigned or has incurred reasonable costs in preparation for the service, Gharup may discuss the applicable charges with you before processing the cancellation.

No-show or lack of access

If our service professional arrives at the confirmed location and is unable to access the premises because nobody is available, the customer cannot provide access, or the service cannot reasonably be performed due to circumstances within the customer's control, Gharup may treat the booking as a customer-initiated cancellation.

Where any charge is applicable, it will be communicated to the customer based on the circumstances of the booking.

Customers should ensure that the premises are accessible and that any required instructions, keys, permissions, parking access, or other arrangements are available at the scheduled time.

2. Cancellation by Gharup

Gharup may occasionally need to cancel or reschedule a booking because of professional availability, operational issues, weather conditions, safety concerns, or other circumstances beyond our reasonable control.

If Gharup cancels a confirmed booking for reasons within our control, we will offer you:

• an alternative date or time for the service; or
• a full refund of any amount already paid for the cancelled service.

If the cancellation is caused by circumstances beyond our reasonable control, Gharup will work with you to arrange a suitable alternative or refund any amount that is refundable under the circumstances and applicable law.

3. Rescheduling

Customers may request to reschedule a confirmed booking by contacting Gharup as soon as possible.

Rescheduling is subject to the availability of the required professional and the requested time slot.

Where possible, Gharup will accommodate reasonable rescheduling requests without additional charges when the request is made at least 24 hours before the scheduled service.

4. If you are not satisfied with the service

We want to know if something did not meet your reasonable expectations.

If you are dissatisfied with a service, please contact Gharup within 48 hours of completion of the service and provide details of the issue. Where relevant, photographs or other supporting information may help us understand and resolve the concern.

Depending on the nature of the issue, Gharup may:

• arrange a free return visit to address the affected work;
• offer a partial refund relating to the affected portion of the service; or
• provide another reasonable resolution based on the circumstances.

Where a return visit is appropriate, it will be scheduled subject to professional availability.

Refunds or other remedies will be assessed based on the actual service provided, the nature of the complaint, and the circumstances of the case.

5. Services that are generally not refundable

A refund may not be available where:

• the service was completed as agreed and no service-related issue was reported within a reasonable period;
• the customer changes their mind after the service has been completed;
• the concern relates to pre-existing damage, wear, deterioration, ageing, permanent staining, defective fittings, or other conditions that the service was not intended to repair or remove;
• the requested outcome was not technically possible because of the condition or nature of the property, surface, appliance, fixture, furniture, or other item being serviced, where this was reasonably explained before or during the service;
• the customer or another person prevents the professional from completing the agreed service;
• the issue results from information or instructions provided by the customer that were inaccurate or incomplete; or
• the customer requests additional work that was outside the original booking and the additional work was not included in the agreed price.

Nothing in this section limits any rights or remedies available to consumers under applicable law.

6. Refund amount

Where a refund is approved, the refund amount will depend on the circumstances.

A full refund may be provided where the service was cancelled by Gharup before commencement and no service was provided.

Where only part of a service was affected by a legitimate service complaint, Gharup may provide a partial refund corresponding to the affected portion of the service.

Refunds will not normally include amounts relating to services that were properly completed and accepted by the customer.

7. Refund processing

Where a refund is approved:

• Refunds for payments made through an online payment method will generally be initiated within 7 business days of approval.
• Where payment was made through UPI, bank transfer, or another electronic method, the refund may be made through the same method or another mutually agreed electronic method.
• Where payment was made in cash, Gharup may process the refund through UPI or bank transfer using the payment details provided by the customer.
• The time taken by banks, payment providers, or other financial institutions after a refund has been initiated is outside Gharup's control.

Customers should provide accurate payment details when requested for processing a refund.

8. Additional work and price differences

If additional work is requested by the customer after a professional has inspected the premises or started the service, the additional work and its applicable price will be communicated to the customer before the additional work is undertaken.

A customer will not be required to pay for additional work that was not agreed to.

9. How to request a cancellation or refund

To cancel, reschedule, or raise a refund or service-quality request, contact Gharup with your booking details.

Phone: +91 89494 05508
Email: hello@gharup.in
Website: https://www.gharup.in

Where available, customers may also contact us through WhatsApp using the contact options provided on the Gharup website.

Please provide your booking reference, registered mobile number, service date, and details of your request so that we can process it efficiently.

10. Consumer rights

This policy is intended to explain Gharup's standard cancellation and refund procedures. It does not exclude or restrict any rights or remedies available to consumers under applicable Indian law.

Gharup will handle consumer complaints through its grievance redressal mechanism in accordance with applicable requirements. Under the Consumer Protection (E-Commerce) Rules, 2020, e-commerce entities are required to acknowledge consumer complaints within 48 hours and endeavour to redress them within one month.

For details of our grievance redressal mechanism, please refer to our Terms & Conditions.

11. Changes to this policy

Gharup may update this Refund & Cancellation Policy from time to time to reflect changes in our services, business practices, or applicable laws.

The updated version will be published on this page with a revised “Last updated” date.

12. Contact us

For questions regarding cancellations, rescheduling, refunds, or service complaints:

Gharup
Phone: +91 89494 05508
Email: hello@gharup.in
Grievance Officer: Chandra Prakash
Grievance Email: grievance@gharup.in
Website: https://www.gharup.in