REFUND POLICY

Last updated: 14th June, 2025

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

1. INTRODUCTION

This Refund Policy("Policy") outlines the terms and conditions under which PEOMIZ ("we," "us," or "our") processes refunds for services booked through the PEOMIZ platform. By booking a service through PEOMIZ, you ("customer," "user," or "you") agree to be bound by this Policy.

2. JURISDICTION

This Policy shall be governed by and construed in accordance with the laws of Mumbai, Maharashtra, India. All disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra, India

3.DEFINITIONS

• 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.

• Service Completion: The point at which the Service Partner has finished performing the booked service.

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

4. ELIGIBILITY FOR REFUND

A customer may be eligible for a refund under the specific circumstances outlined in Section 3 of this Policy. To be eligible, the refund request must be made within the stipulated timeframe and meet the conditions set forth for each scenario.

5. REFUND SCENARIOS & SPECIFIC CONDITIONS

5.1. Cancellation by Customer

5.1.1. 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.

5.1.2. Cancellation within 24 Hours but More than 6 Hours before Scheduled Service Time: A cancellation fee of twenty per cent (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.

5.1.3. 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.

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

5.1.5. 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.

5.2. Cancellation by Service Partner

  • Service Partner Cancels before Service Start: Full refund to original payment method. PEOMIZ will endeavor to find a replacement Service Partner for the customer.
  • Service Partner No-Show: Full refund to original payment method. PEOMIZ will investigate the no-show and take appropriate action against the Service Partner.

5.3. Service Quality Issues / Dissatisfaction

  • Reporting Period: Customers must report service quality issues or dissatisfaction within twenty four hours(24:00:00 hours)of service completion.
  • Nature of Issue: Issues must relate directly to the quality of the service rendered (e.g., incomplete service, poor workmanship, specific tasks not performed as per booking).
  • Proof: PEOMIZ may require evidence such as photographs, videos, or detailed descriptions of the issue to assess the claim.
  • Resolution Options: Upon validation of the claim, PEOMIZ may offer one or more of the following:
    • Free Rework/Re-service: The original Service Partner, or a different Service Partner, will rectify the issue at no additional cost.
    • Partial Refund: A percentage of the service fee, determined by PEOMIZ based on the severity of the issue.
    • Full Refund: In cases of severe service failure, at PEOMIZ's sole discretion.
    • Customer Credit: An amount equivalent to the refund value as customer credit.
  • Exclusions: This does not cover issues arising from pre-existing conditions, customer-supplied materials, or unreasonable expectations not communicated during booking.

5.4. No-Show by Service Partner

5.4.1. 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.

5.5. Incorrect Service Booked/Rendered

5.5.1. Customer Error in Booking: If a customer booked the wrong service but the Service Partner arrived and performed the incorrect service as per the booking, no refund will be issued for the performed service. However, if the error is identified before the service commences, the customer may request a cancellation (subject to Section 5.1) and rebook the correct service.

5.5.2. Service Partner Error: If the Service Partner performed a service fundamentally different from what was booked by the customer and confirmed by PEOMIZ, the customer should report this immediately. PEOMIZ will investigate and may offer a partial or full refund, or a free rework, depending on the discrepancy.

5.6. Damage to Property (Accidental)

5.6.1. Reporting Period: Any accidental damage to property caused by a Service Partner during the performance of a service must be reported by the Customer to PEOMIZ while the Service Partner is still at Customer's place.

5.6.2. Proof: Customers must provide clear photographic or video evidence of the damage and proof that the damage was caused by the Service Partner during the service.

5.6.3. Assessment: PEOMIZ will investigate the claim thoroughly, which may involve contacting the Service Partner and independent assessment.

5.6.4. Resolution: Upon validation, PEOMIZ will facilitate a resolution, which may include:

  1. (a)Repair of the damaged item.
  2. (b)Replacement of the damaged item (up to a reasonable market value determined by PEOMIZ).
  3. (c)Monetary compensation (up to a maximum liability limit as stated in PEOMIZ's Terms of Service).

5.6.5. Exclusions: PEOMIZ is not liable for pre-existing damage, consequential loss, or damage not directly caused by the Service Partner's negligence or actions during the service. Claims exceeding the liability limit stated in PEOMIZ's Terms of Service will not be covered.

6. REFUND REQUEST PROCESS

6.1. Initiation: All refund requests must be submitted through the PEOMIZ mobile application or website, or by contacting our customer support team via [e.g., phone number or email address].

6.2. Required Information: Customers must provide the following details:

  1. (a)Booking ID
  2. (b)Date and time of service
  3. (c)Description of the issue or reason for refund request
  4. (d)Supporting evidence (e.g., photos, videos, screenshots) as applicable.

6.3. Acknowledgement: PEOMIZ will acknowledge receipt of the refund request within twenty four hours (24:00:00 hours)

7. REFUND PROCESSING & TIMELINES

7.1. Investigation: PEOMIZ will investigate all valid refund requests promptly. This may involve communicating with the Service Partner and the customer.

7.2. Decision: PEOMIZ will communicate its decision regarding the refund request within fourteen business days (14) of receiving all necessary information.

7.3. Processing Time:

  1. Original Payment Method: If a refund is issued to the original payment method, it may take fourteen business days (14)for the refunded amount to reflect in the customer's account, depending on the bank or payment gateway.
  2. Wallet Credit: If a refund is issued as wallet credit, it will be credited to the customer's PEOMIZ wallet immediately upon approval. Wallet credits typically have an expiry period of one year from the date of issue.

8. NON-REFUNDABLE CIRCUMSTANCES

No refund will be issued in the following circumstances (indicative though not exhaustive):

  1. (a) Refund requests made outside the stipulated reporting periods.
  2. (b) Customer cancellation within the non-refundable window (as per Section 5.1).
  3. (c) Customer no-show at the service location.
  4. (d) Dissatisfaction based on subjective preferences not related to service quality or completion.
  5. (e) Issues arising from customer-supplied faulty materials or equipment.
  6. (f) Minor discrepancies or inconveniences that do not materially affect the service outcome.
  7. (g) Services that have been fully and satisfactorily completed as per the booking.
  8. (h) Requests for refunds after the service has been rated and closed by the customer without prior complaint.
  9. (i) Any breach of PEOMIZ's Terms of Service by the customer.

9. DISPUTE RESOLUTION

  1. (a)In case of a dispute regarding a refund claim, PEOMIZ encourages customers to first attempt to resolve the issue amicably through our customer support team.
  2. (b)If a satisfactory resolution cannot be reached, the customer may escalate the matter to PEOMIZ's internal dispute resolution mechanism.
  3. (c)All disputes not resolved amicably shall be subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra, India.

10. AMENDMENTS TO THE POLICY

PEOMIZ reserves the right to modify or update this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting on the PEOMIZ platform. It is the customer's responsibility to review this Policy before booking any service for updates. 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 Refund Policy or to initiate a refund request, 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

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