This Refund Policy explains when and how Cleanzo Services Private Limited ("Cleanzo", "we") refunds amounts paid for cleaning services booked on cleanzo.pro or the Cleanzo app (the "Platform"). It should be read together with our Terms of Service and Cancellation and Reschedule Policy.

Overview

We refund every paisa we owe you, back to the same payment instrument you used, processed through Razorpay. We don't ask for invoices, screenshots, or paperwork beyond what is needed to investigate the issue. If a refund is delayed beyond the stated timeline, we top it up with a service credit, no questions asked.

When refunds apply

Refunds apply in the following situations:

• Cancellation outside the Cancellation Window. If you cancel a booking before the configured Cancellation Window (default: 6 hours before the Slot), you receive a full refund of the amount paid, including any add-ons and GST.
• Service quality issues. If you are not satisfied with the work, raise a complaint within 24 hours of the Slot. We investigate every complaint - typically by reviewing photos from you and the Partner, the Partner's check-in and check-out timestamps, and any prior history. Depending on what we find, we will offer one or more of: a free re-clean by the same or a different Partner, a partial refund proportionate to the issue, or a full refund.
• Technician no-show. If the assigned Partner does not arrive within 60 minutes of the Slot start and we cannot dispatch a replacement, you receive a full refund of the booking amount plus a service credit equal to 10% of the booking value, added to your Cleanzo wallet for use on a future booking.
• Double charge. If Razorpay confirms two captures against the same booking, the duplicate amount is refunded automatically within 7 working days. You do not need to raise a ticket; we reconcile these daily.
• Booking confirmed but not serviceable. Rarely, a booking is confirmed for a pin code or building that we discover we cannot service safely. In that case, the booking is cancelled and the full amount is refunded.

Refund amounts

The refund amount is calculated on the total amount actually captured, including GST and any tip or add-on. Promotional discounts that were applied at checkout are not refunded as cash; instead, the promotional value is restored as a one-time-use coupon valid for 30 days. Cleanzo wallet balances used at checkout are refunded to the wallet.

Refund timelines

Once a refund is approved, we initiate it within 24 hours. The funds reach your original payment instrument as follows, based on Razorpay's published timelines:

• UPI: 1-3 working days
• Debit and credit cards: 5-7 working days
• Net banking: 3-5 working days
• Wallets (Paytm, PhonePe, etc.): 1-3 working days
• Cleanzo wallet credit: instant

If the refund does not arrive within the stated timeline, contact refund@cleanzo.pro with your booking ID and we will share the Razorpay Refund Reference Number (RRN) so you can take it up with your bank.

Partial refunds

A partial refund applies where part of the service was rendered before an issue occurred, or where only part of the scope was affected by a quality complaint. For example, if a 3 BHK deep clean was booked and the kitchen could not be cleaned because access was blocked, we refund the kitchen portion of the price (typically 25-30% depending on the service definition). We share the breakdown with you before processing the partial refund.

How to request a refund

There are three ways to request a refund:

1. In the app: open the booking from your Bookings list, tap "Help", and choose the relevant issue. Most refund-eligible cases are resolved without any back-and-forth.
2. On the website: sign in, go to Bookings, open the booking, and use the "Help" link.
3. By email: write to refund@cleanzo.pro from the email or phone number on your account, with the booking ID and a short description of the issue.

For quality issues, please share at least one or two photos so our team can investigate quickly. For damage claims, see the Liability section of our Terms.

Escalation

If a refund decision does not feel right, you have two levels of escalation:

1. Support lead: reply to the original ticket and ask for it to be escalated. A support lead will review and respond within 2 working days.
2. Grievance Officer: write to grievance@cleanzo.pro. The Grievance Officer acknowledges within 24 hours and resolves within 15 days, in line with our obligations under Indian law.

You also retain your statutory rights under the Consumer Protection Act, 2019 and may approach the appropriate consumer forum in Bengaluru.

Contact

For refund questions: refund@cleanzo.pro For escalation: grievance@cleanzo.pro For tax or invoice queries: billing@cleanzo.pro