Cancellation & Refund Policy
Effective 12 October 2026
This policy outlines what happens when an appointment is cancelled or when either party does not show up. The cancellation charge is 5% of the booking amount, and it is borne by whoever cancels. If the user cancels, it is deducted from their refund. If the service provider cancels, rejects a paid booking or does not show up, the service provider bears it and the user receives a full refund. All examples below use a booking amount of ₹1,000, so the cancellation charge is ₹50.
This policy covers bookings between customers and service providers. Setav's Go Pro website service is sold by Setav itself, and its refunds are described in section 9 of our Terms and Conditions.
1. Appointment Cancelled by User
If a user cancels a confirmed appointment, the booking amount is refunded to the user after deducting the cancellation charges.
- Booking amount: ₹1,000
- Cancellation charges (5%): ₹50, borne by the user
- Refund to user: ₹950
The service provider receives no payout for a user-cancelled appointment.
2. Appointment Cancelled by Service Provider
If the service provider cancels a confirmed appointment, or rejects a paid booking, the user receives a full refund of the original booking amount. The service provider bears the cancellation charges.
- Booking amount: ₹1,000
- Refund to user: ₹1,000 (full amount)
- Cancellation charges (₹50) borne by the service provider
3. User No-Show
If the user fails to show up for a confirmed appointment without prior cancellation, no refund will be issued. The service provider will receive their full payout, and no cancellation charges apply.
- Refund to user: None
- Service provider payout: ₹1,000 (full booking amount)
4. Service Provider No-Show
If the service provider fails to show up for a confirmed appointment, the user receives a full refund of the original booking amount. The service provider receives no payout and bears the cancellation charges.
- Refund to user: ₹1,000 (full amount)
- Service provider payout: None
- Cancellation charges (₹50) borne by the service provider
Summary
Scenario | User Refund | Service Provider Payout | Cancellation Charges |
|---|---|---|---|
| Cancelled by User | Booking amount minus cancellation charges (e.g. ₹950) | No payout | Borne by the user (deducted from the refund) |
| Cancelled by Service Provider | Full booking amount (e.g. ₹1,000) | No payout | Borne by the service provider (e.g. ₹50) |
| User No-Show | No refund | Full payout | None |
| Service Provider No-Show | Full booking amount (e.g. ₹1,000) | No payout | Borne by the service provider (e.g. ₹50) |
Refunds are typically processed within 5–7 business days, depending on your payment provider. If you have any questions, reach out to us at support@setav.ai.
For a booking paid directly into a professional's own Razorpay account, the refund above is issued by that professional from their own account, on the same timelines — Setav is not a party to that payment and does not hold or move the funds.
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