CANCELLATION POLICY

Last updated: 14th June, 2025

Welcome to Peomiz's Cancellation Policy("Cancellation Policy" or "Policy").

1. INTRODUCTION & DEFINITIONS

This Cancellation Policy governs the cancellation of services booked through the PEOMIZ Platform. By booking a service on PEOMIZ, you agree to be bound by the terms of this Cancellation Policy, the Refund Policy, and the overall Terms of Service.

• PEOMIZ Platform: Refers to the PEOMIZ website, mobile application, and any other interface or channel (email, phone, etc.) through which services are offered and booked.

• Service Partner: An independent gig worker or professional who provides home and personal, and other related services through the PEOMIZ platform.

• Service: Any home or personal service booked by a customer through the PEOMIZ platform (e.g., cleaning, plumbing, carpentry, beauty services, repairs, etc.).

• Booking: A confirmed order for a service placed by a customer on the PEOMIZ platform, and payment – full or partial – made.

• Scheduled Service Time: The confirmed date and time for the commencement of the booked service.

• Cancellation Fee: A fee charged to the customer in certain cancellation scenarios, as outlined in this policy.

• Customer Credit: A non-transferable credit issued by PEOMIZ that can be used for future bookings on the platform.

2. CUSTOMER CANCELLATION

Customers may cancel a booked service subject to the following conditions and potential charges:

2.1. Cancellation More than 24 Hours before Scheduled Service Time:

Customers are eligible for a full refund to the original payment method or as customer credit, as per the customer's choice. No cancellation fee will be applied.

2.2. Cancellation within 24 Hours but More than 6 Hours before Scheduled Service Time:

A cancellation fee of 20% of the service fee will be applicable. The remaining 80% of the service fee will be refunded to the original payment method or as customer credit, as per the customer's choice.

2.3. Cancellation within 6 Hours of Scheduled Service Time or After Service Partner Has Departed for the Service Location:

No refund will be issued. The full service fee will be charged.

2.4. Documented Emergency:

PEOMIZ may, at its sole discretion, offer customer credit in exceptional circumstances, such as a documented emergency, subject to verification.

2.5. Customer No-Show at Service Location:

If the Service Partner arrives at the scheduled location and the customer is not present or reachable for a reasonable period(e.g., 15 minutes) from the scheduled service time, the booking will be considered a "Customer No-Show". In such cases, no refund will be issued, and the full service fee will be charged.

3. SERVICE PARTNER CANCELLATION

While Service Partners are expected to fulfil all confirmed bookings, cancellations by Service Partners may occur in unforeseen circumstances.

3.1. Service Partner Cancels before Service Start:

3.1.1. If a Service Partner cancels a booking before the scheduled service time, the customer will receive a full refund to their original payment method.

3.1.2. PEOMIZ will endeavour to find a suitable replacement Service Partner for the customer as soon as possible, subject to availability.

3.2. Service Partner No-Show:

3.2.1. If a Service Partner fails to arrive at the scheduled time and location without prior communication or a valid reason, and PEOMIZ is unable to arrange a suitable replacement within a reasonable timeframe, the customer is eligible for a full refund to their original payment method.

3.2.2. PEOMIZ will investigate all instances of Service Partner no-shows and take appropriate action against the Service Partner as per our internal policies.

4. PEOMIZ INITIATED CANCELLATION

PEOMIZ reserves the right to cancel a booking under the following circumstances:

4.1. Unavailability of Service Partner:

If, due to unforeseen circumstances or high demand, PEOMIZ is unable to find a suitable Service Partner for the requested service, the booking may be cancelled, and a full refund will be issued to the customer.

4.2. Violation of Terms of Service:

If a customer or Service Partner is found to be in violation of PEOMIZ's Terms of Service, including but not limited to abusive behaviour, fraud, or misrepresentation, PEOMIZ reserves the right to cancel any active bookings without a refund.

4.3. Force Majeure:

In events beyond PEOMIZ's reasonable control, such as natural disasters, pandemics, government orders, or civil unrest, PEOMIZ may cancel bookings without liability, and customers will receive a full refund.

5. RESCHEDULING A BOOKING

Customers may have the option to reschedule a booking instead of cancelling it, subject to Service Partner availability and PEOMIZ's scheduling policies.

5.1. Rescheduling More than 6 Hours Before Scheduled Service Time:

Customers can typically reschedule their booking at no additional charge, subject to Service Partner availability.

5.2. Rescheduling Within 6 Hours of Scheduled Service Time:

Rescheduling requests made within 6 hours of the scheduled service time may be subject to a rescheduling fee equivalent to a cancellation fee (as per Section 2.3), or may not be possible, at PEOMIZ's sole discretion. This is to compensate the Service Partner for potential loss of earnings.

6. CANCELLATION FEES

6.1. Customer Cancellation Fee: As detailed in Section 2.2, a 20% cancellation fee may apply for cancellations made within 24 hours but more than 6 hours of the scheduled service time.

6.2. Customer No-Show Fee: The full service fee will be charged in case of a customer no-show (Section 2.4).

6.3. All cancellation fees are non-refundable and will be deducted from any eligible refund amount or charged separately.

7. IMPACT ON REFUNDS

This Cancellation Policy works in conjunction with the PEOMIZ Refund Policy. Any refunds arising from cancellations will be processed according to the terms and timelines specified in the PEOMIZ Refund Policy.

8. PROCESS FOR CANCELLATION

To cancel a booking, customers must follow these steps:

8.1. Via the PEOMIZ App/Website: Navigate to your "My Bookings" section, select the relevant booking, and follow the instructions to cancel.

8.2. Contact Customer Support: If you are unable to cancel through the app/website, or require assistance, please contact PEOMIZ Customer Support immediately via chatbot, phone or email.

8.2. Required Information for Cancellation: To expedite the cancellation process, please provide:

• Booking ID
• Date and time of service
• Reason for cancellation

9. DISPUTE RESOLUTION

9.1. In case of any dispute concerning a cancellation or associated fees, PEOMIZ encourages customers to first attempt to resolve the issue amicably through our customer support team.

9.2. If a satisfactory resolution cannot be reached, the customer may escalate the matter to PEOMIZ's internal dispute resolution mechanism.

9.3. All disputes not resolved amicably shall be subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra, India.

10. AMENDMENTS TO THE POLICY

10.1. PEOMIZ reserves the right to modify or update this Cancellation Policy or any part(s) thereof at any time without prior notice.

10.2. Any changes will be effective immediately upon posting on the PEOMIZ platform. It is the customer's responsibility to review this Policy before booking service.

10.3. Continued use of the PEOMIZ platform after any modifications constitutes acceptance of the revised Policy.

11. CONTACT INFORMATION

For any questions or concerns regarding this Cancellation Policy or to initiate a cancellation, please contact PEOMIZ Customer Support:

• In-App Support:
  • Cancellation Link in My Bookings of Customer's page
  • Neo – Customer Support Chatbot
• Email: [email protected]
• Phone: +91 84250 98855