Cancellation & Refund Policy
At Home Heroes Technologies Private Limited, we prioritize fair, transparent, and prompt refund processing. This policy explains our cancellation conditions, refund eligibility, and payment timelines.
Free Cancellation
Cancel > 2 hours prior to scheduled time for a 100% full refund.
5 to 7 Days Refund
Credited directly back to your original payment source per RBI mandate.
Quality Guarantee
Free re-service or dispute refund within 24 hours if unsatisfied with service.
1Service Cancellation Guidelines
We understand plans can change unexpectedly. Customers may cancel any pre-booked or on-demand service through the Home Heroes Mobile Application or by contacting Customer Support.
| Cancellation Scenario | Refund Entitlement | Deduction / Charges |
|---|---|---|
| Cancellation made > 2 Hours prior to booked slot | 100% Full Refund | ₹0 (Zero Charges) |
| Cancellation within 2 Hours of slot or after technician dispatch | Remaining Balance Refunded | ₹99 nominal partner conveyance fee |
| Service Partner fails to arrive or Home Heroes unable to assign | 100% Instant Full Refund | ₹0 + ₹100 apology platform credit |
| Slot Rescheduling (> 1 Hour prior to start time) | Free Rescheduling | ₹0 (Allowed up to 2 times) |
2Refund Method & RBI Mandated Timeline
In strict compliance with Reserve Bank of India (RBI) directives on digital payment transactions and anti-money laundering (AML) regulations:
- All refunds are strictly routed back to the original source payment instrument used during checkout (the originating UPI VPA, Bank Account, or Credit/Debit Card).
- Cash refunds are strictly prohibited and cannot be disbursed for online payments.
- Standard Settlement Timeline: Once initiated by our system, refunds will reflect in the customer's bank account or card statement within 5 to 7 business working days (excluding bank holidays and Sundays).
- For UPI transactions, the reversal generally reflects within 24 to 48 hours depending on the receiving bank's settlement cycle.
3Service Quality Disputes & 24-Hour Guarantee
Customer satisfaction is our bedrock principle. If you are dissatisfied with the workmanship of a Home Heroes service:
- Raise a Ticket: Report the grievance within 24 hours of service completion via the Home Heroes App support section or by emailing support@homeheroes.in with booking reference ID and photos/description of the issue.
- Free Re-Service Inspection: A senior lead technician or quality supervisor will visit your location free of charge within 24 hours to rectify the work.
- Full / Partial Refund: If the issue cannot be resolved to standard satisfaction, a partial or 100% full refund will be approved and credited to your original payment source.
4How to Request a Cancellation or Refund
Open Home Heroes App → Go to “My Bookings” → Select Active Order → Tap “Cancel Booking” → Select reason. System confirms instant refund calculation.
Email our dedicated support team at support@homeheroes.in with your booking ID and cancellation request (Mon – Sun, 8:00 AM – 10:00 PM IST).
5Statutory Details & Escalation Desk
For any payment gateway chargeback disputes or delayed refunds:
Merchant Entity: Home Heroes Technologies Private Limited
Support Email: support@homeheroes.in
Escalation / Grievance: grievance@homeheroes.in
Operating Window: Mon – Sun, 8:00 AM – 10:00 PM IST