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.

The cancellation and refund terms shown to you at checkout, in the booking confirmation, or otherwise disclosed before payment form part of that booking. If a booking-specific term is more favourable to you than this general policy, the more favourable term will apply to that booking.

A booking with a final payable value of ₹1,000 or moremay be designated as a capacity-reserved booking when payment is confirmed. For these bookings, Housy may reserve one or more service professionals, operational capacity, equipment, and a specific service window exclusively for that customer.

Once that capacity is reserved, the corresponding slot is blocked or removed from availability on the Housy app and may no longer be offered to another customer. Because Housy has committed that capacity in advance, a customer-requested cancellation after confirmation is ordinarily not eligible for a cash refund.

This rule does not remove any remedy that must be provided under applicable law and does not apply where Housy itself cannot provide the confirmed service, where the customer was charged incorrectly or more than once, where a verified material service failure qualifies for a refund under this policy, or where a more favourable booking-specific term was disclosed before payment.

The standard time-based cancellation rules below apply to bookings with a final payable value below ₹1,000, unless a different booking-specific term was disclosed before payment. Capacity-reserved bookings of ₹1,000 or more are governed by Section 2.

Where a professional has already been dispatched, an actual travel fee already incurred may be retained where permitted by applicable law and where that treatment was disclosed for the booking.

A customer should not lose the value of a paid booking because Housy is unable to provide the confirmed service. Where a booked visit cannot be fulfilled because of professional/partner unavailability, shortage, roster disruption, or a similar availability constraint attributable to Housy, the affected paid service value will be preserved through one of the following remedies:

1. 1A priority reschedule/carry-forward at no additional service charge, subject to an available mutually agreed slot;
2. 2Equivalent Housy Credits added to the customer's Housy account for the value of the affected unrendered service; or
3. 3Where required by applicable law or by a more favourable booking-specific term, the applicable cash refund.

Where Housy permanently cancels a paid service and does not provide an equivalent replacement, carry-forward, or other remedy permitted by the booking terms and applicable law, the refund eligibility rules in Section 8 apply.

You can cancel, reschedule, or raise a service issue through:

• The Housy app - go to My Bookings and use the available support/cancellation options.
• Email support@housy.co.in with your booking ID and registered phone number.
• Contact Housy support on +91 91759 93302.

The presence of a cancellation or support control in the app does not by itself guarantee that a cash refund is available. Refund eligibility is determined by the policy and booking-specific terms that apply to your booking.

Where practical, Housy may offer a reschedule as the fastest way to complete your service. A reschedule is never treated as a completed visit until the service is actually provided.

• For standard bookings below ₹1,000, customer-requested rescheduling is ordinarily free up to 30 minutes before the scheduled time, subject to availability.
• For ₹1,000+ capacity-reserved bookings, rescheduling may be offered instead of cancellation where operationally feasible and subject to the booking-specific terms disclosed before payment.
• Housy-caused missed visits are preserved through a carry-forward/reschedule, Housy Credits, or another remedy required by the applicable booking terms or law.
• A specific professional cannot be guaranteed unless Housy expressly confirms that professional for the new slot.

If the professional reaches the booked location at the scheduled time and cannot perform the service because no one provides access, the premises are locked or inaccessible, required society/building access is not provided, or the environment is unsafe, the visit may be treated as a customer no-show or access failure.

In such cases, a refund may not be payable because the slot was reserved and the professional travelled to the location. This does not apply where the professional did not actually reach the location or where the service could not proceed because of a Housy-side failure.

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

• Housy permanently cancelled or failed to fulfil the confirmed booking and no equivalent replacement remedy was provided where a refund is required by the booking terms or applicable law.
• The service was materially incomplete or materially different from the booked scope, and a reasonable re-service is not completed or is impractical.
• A genuine quality issue is reported within 24 hours and verified under Section 10.
• You were charged more than once for the same booking, charged the wrong amount, or charged in error.
• You cancelled a standard booking below ₹1,000 within an eligible cancellation window under Section 3.
• A capacity-reserved booking has a more favourable booking-specific refund term disclosed before payment, or applicable law requires a refund in the circumstances.
• A subscription contains paid-but-unrendered visits that qualify for a cash refund under its booking-specific terms or applicable law.

• A paid ₹1,000+ capacity-reserved booking is cancelled by the customer after confirmation and no statutory or more favourable booking-specific refund right applies.
• The service was completed substantially as booked and there is no verified material defect.
• A standard booking below ₹1,000 was cancelled inside a non-refundable cancellation window disclosed for the booking.
• The professional reached the premises but safe or timely access was not provided by the customer/building.
• A Housy-caused missed visit has been preserved through an agreed reschedule/carry-forward or Housy Credits where that remedy is permitted by the booking terms and applicable law.
• The complaint relates only to tasks outside the booked scope or to add-ons/special requests that were not confirmed by Housy before service.
• A quality complaint is first reported more than 24 hours after completion, unless exceptional circumstances justify a later report.
• The request is fraudulent, abusive, or based on materially false information.
• Promotional credits, coupons, referral bonuses, or other non-cash benefits are requested as cash.

If a completed service is genuinely unsatisfactory, report the issue within 24 hours through Housy support and provide photos or other reasonable evidence where available. We will review the booked scope, service timeline, customer report, partner report, and available service proof.

Depending on the verified issue, Housy may:

1. 1Arrange a priority re-service of the affected area at no additional charge;
2. 2Provide an appropriate Housy credit or partial refund for the affected portion; or
3. 3Provide a full refund where the service materially failed as a whole and re-service is impractical or not completed.

Nothing in the capacity-reserved booking rule removes any statutory consumer right that may apply to a verified service failure.

Refund decisions are based on what was actually booked and confirmed. If you have a special requirement, please ask us to add it to the booking before service so the team can prioritise it within the booked duration.

• A booking note helps the professional prioritise a special request but does not convert an unsafe or excluded task into a guaranteed service.
• Additional or out-of-scope work may require a separate quote and your approval before it is performed.
• For Deep Clean, safe spot-cleaning/wiping of walls may be performed where appropriate; full wet wall washing, paint restoration, polishing/crystallisation, pest control, repairs, exterior facade work, hazardous cleaning, and other specialist work are not included unless Housy expressly confirms them in writing.
• Where Housy expressly confirms a special task in writing as part of the paid booking, that confirmed task forms part of the scope used to assess completion and any refund request.

• A missed Housy-caused visit must not be treated as consumed.
• Customer-requested cancellation/rescheduling of individual visits follows the booking-specific cancellation window disclosed for the plan.
• If a subscription is cancelled, paid-but-unrendered visits may be refunded on a pro-rata basis only where the applicable plan terms or law provide for a cash refund, after accounting for completed visits, discounts already enjoyed, and lawful non-refundable charges.
• Completed visits are not refundable except for a verified quality issue under Section 10.
• Ending a subscription stops future unprovided visits/billing in accordance with the plan terms; it does not erase payment due for services already rendered.

Promotional credits, referral bonuses, discount coupons, and similar non-cash benefits are non-refundable, carry no cash value, and cannot be exchanged for cash. Where a cash refund is due on a booking paid partly using such benefits, the refundable cash component is limited to the amount actually paid in cash/online payment; promotional value may be restored as credit where the applicable offer permits.

1. 1Request - contact us with the booking ID, registered phone number, reason, and any supporting evidence.
2. 2Acknowledgement - consumer grievances are acknowledged within 48 hours.
3. 3Review - straightforward requests are normally reviewed within 24-48 hours; complex service or payment disputes may require additional verification.
4. 4Refund initiation - once a refund is accepted, Housy normally initiates it within 5-7 business days, or sooner where the payment rail permits.
5. 5Bank/processor credit - after initiation, your bank, card network, UPI provider, or payment processor may require additional time to display the credit. Where available, Housy may provide the payment/refund reference for tracing.

For refund or cancellation assistance, contact support@housy.co.in or +91 91759 93302.

If you are dissatisfied with the outcome, you may escalate the matter to our Grievance Officer at legal@housy.co.in.

Nothing in this policy limits any right or remedy available to a consumer under applicable law. Unresolved disputes are handled in accordance with the dispute-resolution provisions of our Terms of Service.