Cancellation and Refund Policy

1. Applicability and Amendment

ServiceGo ("the Company"), through its mobile application and website ("Platform"), facilitates the provision of home maintenance services, including plumbing, electrical work, carpentry, and other handyman services. This policy applies to all users ("Customers") availing services from our network of verified experts ("Service Professionals").

By booking a service on ServiceGo, you agree to be bound by this policy. If you do not agree, please do not proceed with the booking.

ServiceGo reserves the right to modify this policy at any time. Continued use of the Platform after changes are posted constitutes acceptance of the new terms.

2. Terms of Cancellation

2.1 No-Cost Cancellation: You may cancel or reschedule a booking free of charge up to 30 minutes prior to the scheduled time slot. Rescheduling is subject to the availability of Service Professionals on the same or following day.

2.2 Late Cancellation Fee: If a cancellation or rescheduling request is made within 30 minutes of the scheduled slot, or after a Service Professional has already been dispatched or arrived at the location, a cancellation fee of 100% of the base service fee (or a minimum convenience fee) may be charged at the Company's discretion.

2.3 Cash on Delivery (CoD) Users: For customers opting for cash payments, if a late cancellation occurs (as defined in 2.2) and the fee is not paid immediately, the cancellation charge will be added to the bill of your next booking on the ServiceGo Platform.

2.4 Company-Initiated Cancellation: ServiceGo reserves the right to cancel a booking without penalty to the Company if:

• The provided address is incomplete or unreachable.
• The Customer is unresponsive for more than 15 minutes after the Service Professional arrives.
• There is a sudden shortage of available Service Professionals in your hyperlocal area. In such cases, a full refund (if prepaid) or priority rescheduling will be offered.

3. Terms of Refund

3.1 General Rule: All fees paid for completed services are generally non-refundable. Refunds are only considered under specific "Deficiency of Service" criteria.

3.2 Refund Eligibility: A refund request must be raised through the ServiceGo app within 3 hours of the service completion slot. Eligibility includes:

• No-Show: The Service Professional did not arrive.
• Significant Delay: The professional arrived more than 30 minutes late without prior communication, affecting the feasibility of the task.
• Service Deficiency: Demonstrated error or poor workmanship as determined by ServiceGo's internal audit (photos or videos may be required as evidence).

3.3 Exclusions: Refunds are not applicable for "change of mind" after the professional has arrived, or for parts or materials purchased separately by the professional on your behalf.

3.4 Processing: Approved refunds will be credited to the original payment source or your ServiceGo Wallet within 5-7 business days.

4. ServiceGo Support

If you have a dispute regarding a cancellation fee or a service quality issue, please reach out to our support team via the Help section in the ServiceGo app or email our Grievance Officer.