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When and how refunds are processed for services booked through the Kwiko platform.
This Refund Policy ("Policy") governs refunds for services booked through the Kwiko platform ("Platform"). This Policy should be read in conjunction with our Terms & Conditions and Cancellation Policy. By using the Platform, you agree to be bound by this Policy.
At Kwiko, customer satisfaction is our priority. If a service does not meet the standards described at the time of booking, we will work to make it right through a re-service, credit, or refund as appropriate.
You may be eligible for a full or partial refund in the following circumstances:
(a) The assigned Professional did not arrive at the scheduled time and no alternative was arranged. (b) The Pro Service was not completed as described or booked on the Platform. (c) There was a significant and demonstrable quality issue with the work performed. (d) You were incorrectly charged, double-charged, or charged for services not availed. (e) The booking was cancelled by Kwiko or the Professional due to operational reasons, unavailability, or safety concerns. (f) The Professional engaged in conduct that was inappropriate, unsafe, or in violation of Kwiko's standards.
3.1. To request a refund, raise a complaint through the Kwiko app within 48 hours of service completion or the scheduled service time (in case of a no-show). Navigate to your booking history, select the relevant booking, and tap "Report Issue."
3.2. You will be required to provide: (a) a description of the issue; (b) supporting evidence such as photographs, where applicable; and (c) any other information that may help us assess your claim.
3.3. Our customer support team will review your request and respond with a resolution within 24 to 48 hours of receiving the complaint. You will receive updates via the app, email, or SMS.
3.4. In cases requiring further investigation, the resolution timeline may extend to 7 business days, and you will be informed of the same.
4.1. Full Refund: A 100% refund of the booking amount will be issued when: (a) the Professional did not arrive and no substitute was arranged; (b) the booking was cancelled by Kwiko due to operational reasons; (c) there was a verified billing error or duplicate charge; or (d) the service was not initiated.
4.2. Partial Refund: A refund of 50% to 80% of the service value may be issued when: (a) the Pro Service was partially completed but fell materially short of the booking description; (b) the quality of work was demonstrably below standard but the service was partially rendered; or (c) there was a material delay caused by the Professional that significantly impacted service delivery. The exact refund amount is determined on a case-by-case basis by our support team, taking into account the nature and extent of the issue.
4.3. Service Credit: In certain cases, the Company may offer service credits for future bookings in lieu of a monetary refund, subject to your acceptance.
Refunds arising from cancellations are governed by our Cancellation Policy. In summary:
(a) If you cancel a booking more than 30 minutes before the scheduled service time, you will receive a full refund. (b) Cancellations made within 30 minutes of the scheduled time may incur a cancellation fee of up to 20% of the booking value. The remaining amount will be refunded. (c) If the Professional or Kwiko cancels the booking, you will receive a full refund regardless of timing.
For full details, please refer to our Cancellation Policy.
6.1. Once a refund is approved, it will be processed within 5 to 7 business days.
6.2. The refund will be credited to the original payment method used at the time of booking. Estimated timelines by payment method: — UPI: 24 to 48 hours — Wallets: 24 to 48 hours — Credit/Debit Cards: 5 to 7 business days — Net Banking: 5 to 10 business days
6.3. The actual time for the refund to reflect in your account may vary depending on your bank or payment provider. Kwiko is not responsible for delays caused by third-party payment processors or banking institutions.
6.4. If a refund has been approved but has not reflected in your account beyond the estimated timeline, please contact us at support@kwiko.app with your booking ID and refund reference number.
Refunds may not be issued in the following situations:
(a) The issue was not reported within 48 hours of service completion or the scheduled time. (b) The Customer provided incorrect address, access information, or service requirements, leading to service failure or non-completion. (c) The Customer was not present or reachable at the service location at the scheduled time. (d) The service was completed satisfactorily but the Customer changed their mind or had a change of preference after completion. (e) The complaint relates to pre-existing conditions, damage, or wear and tear at the service location that were not caused by the Professional. (f) The Customer has a history of repeated or fraudulent refund requests, as determined by Kwiko. (g) The Customer availed services directly from a Professional outside the Platform, bypassing the Kwiko booking system.
8.1. If you have a prepaid balance or have purchased a subscription plan, refunds will be subject to the specific terms applicable to that offering as disclosed on the Platform at the time of purchase.
8.2. Unused prepaid balance may be refundable upon Account closure, subject to: (a) deduction of any outstanding charges; (b) deduction of convenience or cancellation fees, if applicable; and (c) compliance with applicable law.
8.3. Subscription plans, once activated, are generally non-refundable for the current billing period. Refunds for future billing periods may be processed upon cancellation of the subscription in accordance with the subscription terms.
9.1. If you disagree with a refund decision, you may escalate by emailing support@kwiko.app with your booking ID and a detailed description of your concern. Please reference your original complaint ticket number.
9.2. Our escalation team will review your case within 3 business days and provide a final resolution.
9.3. If you remain unsatisfied after the escalation process, you may contact our Grievance Officer at support@kwiko.app.
9.4. For unresolved disputes, you may approach the applicable consumer forum or dispute resolution authority in your jurisdiction.
10.1. The Company reserves the right to modify this Refund Policy at any time. Changes will be effective upon publication on the Platform. Your continued use of the Platform after any changes constitutes acceptance of the updated Policy.
10.2. The Company reserves the right to withhold, delay, or adjust refunds where it reasonably believes that: (a) a claim is fraudulent, abusive, or made in bad faith; (b) there has been a violation of the Terms & Conditions; or (c) such withholding is required for legal compliance or investigation purposes.
10.3. All refund decisions made by Kwiko are final and binding, subject to the escalation process described above and applicable consumer protection laws.
Need help with a refund? Contact us at support@kwiko.app
Also see: Cancellation Policy · Terms & Conditions