Refund policy

Refund Policy

Effective 2026-05-22 · version 3.0.0

About the operator: MyAppointee is a Micro / Small Enterprise (MSME) operating the MyAppointee booking platform with corporate office at Gurugram, Haryana, India. References to "we", "us", or "MyAppointee" in this document mean MyAppointee as the operator of the Service.

These refund policy apply to your use of the MyAppointee booking platform, available at myappointee.in and through our mobile applications (the "Service"). By using the Service you agree to be bound by this document.

This Refund Policy applies to amounts you have paid to MyAppointee (i.e. the booking fee) when you book a service through MyAppointee. The service price is paid directly to the provider; refunds of the service price are governed by §3 below.

1. What is refundable

Refunds apply only to the booking fee you paid to MyAppointee. Tips, add-on charges, GST, and any other extras are not refundable — these flow either to the provider or to a tax authority and cannot be reversed by MyAppointee. The service price is paid directly to the provider; its refundability is governed by §3 below.

2. Booking-fee refund scenarios

3. Service-price refunds

The service price is paid directly to the provider, not to MyAppointee. Refunds of the service price are at the provider's discretion under their own terms, except in the following platform-mediated scenarios:

• At-home services held in escrow: when the service is paid through the app and held by MyAppointee until completion, you can raise a dispute within 48 hours of the scheduled completion time. MyAppointee will release, partially release, or refund the held amount based on the dispute outcome.
• Provider no-show: full service-price refund (in addition to booking-fee refund) where the service was prepaid via the app.
• Provider fraud / misconduct verified by MyAppointee: full or partial refund as determined by MyAppointee, with the provider subject to suspension or termination.

4. Disputes

If you believe a service was not delivered as agreed, raise a dispute in-app within 48 hours of the scheduled completion time:

• Open the booking → "Open dispute".
• Describe what went wrong; attach photos / screenshots / receipts.
• Our Disputes team reviews within 48 hours, may request additional information, and decides.
• Outcomes include: full refund, partial refund, no refund, or referral to in-app mediation between you and the provider.

MyAppointee's dispute decision is final under these Terms, subject to your right to escalate to the MyAppointee Grievance Officer at grievance@myappointee.in, and thereafter to consumer-protection authorities under the Consumer Protection Act, 2019.

5. Where the refund lands

All refunds are credited to your MyAppointee wallet by default and are immediately available for use on your next booking. If you prefer the refund to return to your original payment method instead, write to support@myappointee.in within 7 days of the refund; reversals to the original method typically take 5–10 working days depending on your bank or card issuer.

6. Subscription refunds

Subscription plans (MyAppointee+ for customers, Starter / Pro / Premium for providers) can be cancelled at any time. Benefits remain active until the end of the current billing period; MyAppointee does not pro-rate-refund the unused portion. Where MyAppointee terminates a subscription for cause (e.g. fraud, breach of the Acceptable Use Policy), no refund is owed.

7. Gift card refunds

Gift cards purchased on the Service are not refundable to the original payment method once activated. The gift-card balance does not expire and remains available on the recipient's wallet. See the Wallet Terms for the full set of gift-card rules.

8. Discretionary holds, claw-backs, and forfeitures

MyAppointee may, in its sole discretion and at any time, place a hold on any refund, wallet credit, loyalty point balance, referral commission, or gift-card balance for the period required to verify a transaction, investigate suspected fraud or abuse, resolve a dispute, respond to a chargeback, or comply with applicable law. MyAppointee may claw back, debit, set off, or forfeit any such amount if the investigation indicates a violation of these documents, applicable law, or the operational rules of the Service. Where MyAppointee exercises this right, a record of the action is retained internally for audit purposes. MyAppointee is not obliged to share the underlying investigation material, except where Indian law expressly requires disclosure.

9. Refund processing time

• Refunds to MyAppointee wallet: instant (auto-processed at the moment of cancellation or dispute resolution).
• Refunds to original payment method (only on written request to support): 5–10 working days, depending on your bank or card issuer.
• Refunds in dispute: up to 14 working days from the dispute decision.

10. Disputes outside the app

If you are unable to resolve a refund issue through the in-app flows, escalate to our Grievance Officer at grievance@myappointee.in. We respond within the timelines required by the IT Rules, 2021 (24 hours for acknowledgement, 15 days for resolution). Failing that, you may approach the consumer-protection authorities under the Consumer Protection Act, 2019.

Platform discretion and reservation of rights

The Service is provided at the sole and absolute discretion of MyAppointee. Without limiting any other rights MyAppointee has under law or these documents, MyAppointee reserves the right, at any time and without prior notice, to:

• modify, suspend, restrict, hold, freeze, claw back, debit, set off, or forfeit any wallet balance, refund credit, loyalty points, referral commission, payout, subscription benefit, gift-card balance, or other monetary or non-monetary value attached to a user, provider, or account, when MyAppointee reasonably suspects fraud, abuse, chargeback risk, regulatory exposure, breach of these documents, or any other risk to the Service or its users;
• modify, limit, suspend, or terminate any user's or provider's access to all or part of the Service, including the ability to log in, book, list, message, withdraw, or hold a balance, with or without retention of data;
• modify, restrict, or revoke any subscription benefit, entitlement, capacity cap, feature flag, or commercial term, including those purchased for value, where MyAppointee determines that continuing the benefit would be inconsistent with the Service, applicable law, or these documents;
• hold, retain, archive, redact, anonymise, export, or delete any data, content, message, listing, review, dispute submission, KYC document, or other artefact associated with a user or provider, including for the purposes of fraud prevention, audit, regulatory compliance, dispute resolution, or product improvement; and
• change these documents or any other Service term, with notice via the app or website. Continued use of the Service after the change constitutes acceptance of the revised terms.

MyAppointee's exercise of any of these rights does not create a duty to provide a reason, to offer a refund, or to give advance notice, except where Indian law expressly requires it. Where a user disagrees with an action, the user may submit a grievance to the Grievance Officer at the address listed at the end of this document; MyAppointee will review the grievance and respond within the timelines required by the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

Grievance and contact

Questions, complaints, or requests under this document may be sent to the Grievance Officer at grievance@myappointee.in. General queries: support@myappointee.in. Privacy-specific requests (data access, deletion, correction under the DPDP Act): privacy@myappointee.in.

MyAppointee, corporate office at Gurugram, Haryana, India. We respond to all grievances within the timelines required by Indian law (typically 24 hours for acknowledgement and 15 days for resolution).