Refund & Cancellation Policy

This Refund & Cancellation Policy applies to bookings made through the Housy platform operated by Lank Hospitality Private Limited. It is incorporated into, and should be read with, our Terms of Service. Where a subscription, promotional offer, or specific service has its own stated terms, those terms apply in addition to (and, where inconsistent, prevail over) this policy for that booking.

Cancellation fees depend on how close to the scheduled start time you cancel, because a Partner reserves that slot and may have begun travelling to you.

Any applicable travel fee already incurred may be retained where a Partner has already been dispatched.

You can cancel a booking through any of these channels:

• In the Housy app — go to My Bookings and select Cancel.
• By emailing support@housy.co.in with your booking ID.
• By contacting support on +91 91759 93302.

If the Partner arrives at the scheduled time and is unable to perform the Service because no one provides access, the premises are locked or inaccessible, or the environment is unsafe, this is treated as a “no-show”. No refund is payable in such cases, and a no-show/visit fee may apply, because the Partner has reserved the slot and travelled to you.

Where possible, rescheduling is preferable to cancelling. You may reschedule:

• Free of charge up to 30 minutes before the scheduled time, subject to availability.
• Through the app or by contacting customer support.

Rescheduling is subject to Partner availability for the new slot; a specific Partner cannot be guaranteed.

You may be eligible for a full or partial refund where:

• The Service was not provided, or the Partner did not arrive.
• The Service was materially incomplete or not as described, and re-service is impractical.
• A genuine quality issue is reported within 24 hours and verified (see Section 8).
• You were charged more than once for the same booking, or charged in error.
• You cancelled within the eligible cancellation window (Section 2).

• The Service was completed substantially as booked.
• Cancellation made less than 15 minutes before the scheduled time, or after the Partner arrived.
• A no-show or failure to provide safe access at the scheduled time.
• Dissatisfaction relating to tasks outside the booked scope, or to soiling that cannot reasonably be fully removed in a single standard visit.
• Issues reported more than 24 hours after completion.
• Requests that abuse the policy, including repeated unverified complaints.
• The cash value of promotional credits, coupons, or referral bonuses (see Section 11).

We stand behind the quality of every visit. If a completed clean is genuinely unsatisfactory, report it within 24 hours through the app or to support, with photographs where possible. Once verified, we will, at our reasonable discretion:

1. 1Arrange a re-service of the affected area at no additional cost (our primary remedy), or
2. 2Provide a partial or full credit or refund where re-service is impractical or you decline a reasonable re-service offer.

• Individual visits within a subscription follow the same cancellation window as one-time bookings (Section 2).
• Subscriptions can be paused or cancelled as described in the app; cancellation stops future billing for visits not yet rendered.
• Refunds for a cancelled subscription are calculated on a pro-rata basis for paid-but-unrendered visits, less any subscription discount already enjoyed and any non-refundable charges.
• Completed visits and any applicable platform or travel fees are non-refundable.

Promotional credits, referral bonuses, discount coupons, and similar benefits are non-refundable, carry no cash value, and cannot be exchanged for cash. Where a refund is issued for a booking paid partly with such benefits, only the actual cash amount paid will be refunded; the promotional portion is forfeited.

1. 1Submit a request — through the app, email, or phone with your booking details and supporting evidence.
2. 2Review — our team reviews your request, typically within 24–48 hours.
3. 3Processing — approved refunds are initiated within 5–7 business days.
4. 4Credit — refunds are credited to your original payment method; bank/processor timelines may add a few additional days. Cash bookings may be refunded to Housy wallet or another agreed method.

If you are unhappy with a refund decision, you may escalate to our Grievance Officer at legal@housy.co.in. Unresolved disputes are handled in accordance with the dispute-resolution provisions of our Terms of Service. For any refund or cancellation question, contact support@housy.co.in or +91 91759 93302.