REFUND, CANCELLATION AND RESCHEDULING POLICY

Last Updated: 30/06/2026

This Refund, Cancellation and Rescheduling Policy (“Policy”) governs bookings, cancellations, refunds, rescheduling requests, facilitation charges, and related matters concerning services accessed through the YourSeyva platform operated by YourSeyva Skills India Tech Pvt Ltd, having its registered office at 2nd Floor, Kalleshwara Enterprises, Vinayaka Nagar, Anekal, Karnataka – 562106 (“YourSeyva”, “YS”, “Company”, “we”, “our”, or “us”).

This Policy applies to all customers, users, and individuals accessing or using the YourSeyva customer platform.

1. NATURE OF PLATFORM

1.1 YourSeyva is solely a technology-enabled connecting and facilitation platform that enables customers to connect with independent third-party service providers.

1.2 YourSeyva does not directly provide physical services unless expressly specified otherwise.

1.3 Refunds, cancellations, disputes, and service-related concerns shall be processed in accordance with this Policy and related operational guidelines issued by YourSeyva from time to time.

2. SERVICE REQUESTS AND PLATFORM CHARGES

2.1 Certain categories of services on the Platform may involve nominal facilitation, onboarding, visitation, inspection, operational, or category-based charges, including:

* ₹15 for basic facilitation-based services;

* ₹150 for selected contact-based services that include enhanced safety measures, including Body-Worn
Camera-enabled service categories.

2.2 Such charges may vary depending on:

* the category of service;

* urgency;

* operational requirements;

* safety protocols;

* location;

* service complexity.

3. ELIGIBILITY FOR FULL REFUNDS

Customers may be eligible for a complete refund of applicable platform charges in situations including:

* where no service provider accepts the request;

* where no service provider is available for the selected category;

* where the request expires without a successful provider connection;

* where the booking fails due to technical errors attributable to the Platform;

* where payment is deducted but booking confirmation is not generated.

4. CANCELLATIONS BEFORE PROVIDER CONNECTION

4.1 Customers may cancel service requests before successful provider acceptance or connection.

4.2 Eligible refunds, if applicable, may be processed within reasonable operational timelines.

5. DISPUTES AFTER CUSTOMER-PROVIDER CONNECTION

5.1 Once a customer is successfully connected with a service provider, disputes relating to:

* service quality;

* pricing;

* behaviour;

* delays;

* damages;

* cancellations;

* incomplete work;

* payment disagreements;

* misconduct;

* safety concerns;

may be reviewed on a case-by-case basis.

5.2 Customers seeking refunds, reversals, or grievance resolution after provider connection may contact the designated grievance officer or support channels provided by YourSeyva.

5.3 YourSeyva may reasonably review:

* customer submissions;

* service records;

* operational logs;

* communication records;

* dispute details;

* safety verification records;

* provider responses;

before determining whether any refund, partial refund, goodwill adjustment, platform credit, or corrective action may be appropriate.

5.4 Submission of a complaint or grievance shall not automatically guarantee a refund.

5.5 Refund determinations shall depend on:

* the nature of the dispute;

* operational findings;

* available records;

* fairness considerations;

* applicable laws and internal policies.

6. NON-REFUNDABLE SITUATIONS

Refunds may not be applicable in situations including:

* customer no-show situations;

* incorrect booking details provided by customers;

* voluntary cancellation after substantial service commencement;

* disputes unrelated to Platform operations;

* dissatisfaction arising from customer-specific preferences not communicated beforehand;

* delays caused by circumstances beyond reasonable operational control.

7. RESCHEDULING

7.1 Customers may request rescheduling subject to:

* provider availability;

* operational feasibility;

* category-specific limitations.

7.2 YourSeyva does not guarantee successful rescheduling in all situations.

8. REFUND PROCESSING

8.1 Eligible refunds may be processed through:

* original payment methods;

* platform credits;

* other operationally feasible methods determined by YourSeyva.

8.2 Refund timelines may vary depending on:

* banking systems;

* payment gateways;

* operational reviews;

* dispute investigations.

9. GRIEVANCE REDRESSAL

Customers may contact the designated grievance officer or official support channels for:

* refund-related concerns;

* dispute resolution;

* cancellation issues;

* payment-related complaints;

* operational grievances.

YourSeyva may request supporting documents, records, screenshots, communications, or additional information while reviewing grievances.

10. LIMITATION OF LIABILITY

10.1 YourSeyva acts solely as a connecting and facilitation platform between independent customers and independent service providers.

10.2 Refund reviews or grievance handling by YourSeyva shall not be interpreted as:

* acceptance of liability;

* admission of fault;

* guarantee of service quality;

* assumption of responsibility for third-party conduct.

10.3 YourSeyva reserves the right to reasonably determine refund eligibility based on operational findings, platform policies, fairness considerations, and applicable laws.

11. POLICY MODIFICATIONS

YourSeyva reserves the right to amend, modify, suspend, or update this Policy at any time without prior notice.

Continued use of the Platform after updates constitutes acceptance of the revised Policy.

12. GOVERNING LAW AND JURISDICTION

This Policy shall be governed by the laws of India.

All disputes arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the courts situated in Bengaluru, Karnataka.

By using the YourSeyva Platform, you acknowledge that you have read, understood, and agreed to this Refund, Cancellation and Rescheduling Policy.