Cancellation & Refund Policy
This policy outlines what happens when an appointment is cancelled or when either party does not show up. Whoever cancels bears the cancellation charges. All examples below assume a booking amount of ₹1,000 and a cancellation charge of 5% (i.e. ₹50).
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, 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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