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Cancellation and Refund Policy
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This Cancellation and Refund Policy governs cancellation requests, fee treatments, and refund eligibility on ServizMate, owned and operated by Edone Solutions, Hyderabad, Telangana, India. Please read this policy carefully to understand how cancellations and refunds operate differently for customer bookings and professional payments.
Legal Operator & Payment Processing Notice
ServizMate is a home-services marketplace owned and operated by Edone Solutions, Hyderabad, Telangana, India. Online payments made to ServizMate are collected and processed by Edone Solutions through Razorpay.
1. Customer Service Bookings & Direct Payments
A. Free Cancellation Before Work Starts
Customers may cancel or reschedule a requested home-service appointment at any time before the service professional arrives at the premises and commences work. Because ServizMate charges ₹0 at the time of booking and collects no advance deposit from the customer, there are no cancellation penalties or deductions for customer-initiated cancellations.
B. Direct Payments to Independent Professionals
All customer service bills are paid directly by the customer to the independent technician at the doorstep via Cash or direct UPI (e.g., GPay, PhonePe, Paytm). ServizMate does not collect, receive, or hold customer service funds. Consequently, ServizMate cannot automatically issue a financial refund for money that was never received by our platform.
C. Dispute Assistance & Service Rework
If you are dissatisfied with the quality of service, notify ServizMate Support at support@servizmate.com within 24 hours of service completion. While ServizMate is not the employer of the professional, our team will review the case, inspect before-and-after photographic documentation, and actively coordinate with the independent professional to arrange a free re-visit, corrective rework, or a direct settlement from the technician.
2. Professional Onboarding & Joining Fee
A. One-Time Joining Fee Details
Independent service professionals approved on ServizMate pay a one-time partner onboarding and verification fee of ₹2,000 + 18% GST (₹2,360 total) collected online via Razorpay.
B. Non-Refundable Post-Activation
This onboarding fee covers administrative labor, third-party KYC document verification, skill validation, and digital platform access setup. Once a professional's credentials have been reviewed, approved, and their partner account is activated, the joining fee is strictly non-refundable.
C. Technical Errors & Duplicate Debits
If a professional experiences a technical payment failure where money was debited more than once (duplicate charge) or debited but not reflected in their account within 2 hours, the professional must write to support@servizmate.com with the Razorpay Payment ID. Following verification with Razorpay, duplicate or erroneous debits will be refunded to the original payment source within 5 to 7 business days.
3. Professional Lead-Credit Recharges
A. Nature of Lead Credits
Lead credits (purchased via Razorpay recharge plans) are prepaid digital credits utilized exclusively by approved professionals to receive eligible customer leads in their chosen service trade and locality.
- Lead credits are non-transferable to any other technician or account.
- Lead credits are not cash and cannot be withdrawn into a bank account.
- Lead credits cannot be used to settle customer service bills.
- Lead credits are not a digital wallet, prepaid payment instrument (PPI), or banking deposit.
B. Lead Fee Deductions Non-Refundable
When a customer booking lead is matched and dispatched to a professional (under an Exclusive plan or a Shared 5 / Shared 10 round-robin pool), the corresponding category lead price is deducted from the professional's prepaid lead balance. Lead fees already deducted for dispatched leads are non-refundable, as the customer contact and service opportunity has already been delivered.
Exceptions: If a lead was deducted twice due to an atomic database glitch or if a lead is verified by ServizMate to be a fraudulent bot submission, the deducted credit amount will be credited back to the professional's lead balance after administrative review.
C. Unused Recharge Balance Refund Policy
If an approved professional recharges their lead balance but decides to close their partner account without using the newly recharged credits:
- A refund request for the entirely unused recharge must be submitted within 7 calendar days of the recharge transaction date.
- No refund is permitted if any portion of that recharge has already been utilized for lead dispatches.
- Approved refunds will be credited back to the original payment method, net of third-party payment gateway processing fees (typically 2% + GST charged by Razorpay) within 5 to 7 business days.
4. How to Submit a Refund Claim
To request an investigation of an erroneous, duplicate, or eligible unused recharge transaction, send an email to support@servizmate.com containing the following required details:
Subject: Refund Request — [Registered Phone Number]
1. Professional Name & Registered Phone Number (+91)
2. Razorpay Payment ID (e.g., pay_xxxxxxxxxxxxxx)
3. Razorpay Order ID (e.g., order_xxxxxxxxxxxxxx)
4. Date and exact Amount (INR) debited
5. Clear screenshot / bank reference statement showing the deduction
Incomplete requests lacking transaction identifiers cannot be verified with the payment gateway.
5. Refund Processing Timelines
Once an errant or duplicate transaction is validated and approved by Edone Solutions:
- The refund instruction is triggered through Razorpay within 24 to 48 business hours.
- The issuing bank, card network, or UPI app typically reflects the credited amount in the user's bank account within 5 to 7 business days, depending on bank settlement cycles.
- All approved refunds are returned strictly to the original source instrument used during payment.
Common questions
- Can customers cancel a service booking on ServizMate?
- Yes. Customers can cancel a requested service booking free of charge anytime prior to the technician starting work. Because ServizMate charges zero advance fees at booking, no platform refund is necessary.
- Can a customer get a refund from ServizMate for money paid directly to a technician?
- No. ServizMate does not collect or hold customer service payments. Payment is settled directly between the customer and the technician via cash or UPI. In case of unsatisfactory service, ServizMate will actively mediate with the professional to arrange rework or an amicable refund.
- Is the professional joining fee refundable?
- The professional joining fee of ₹2,000 + 18% GST (₹2,360 total) covers administrative document verification, background checks, and platform activation. Once verification is completed and the account is activated, the fee is strictly non-refundable. Duplicate or errant charges are refunded to the original payment method within 5–7 business days.
- Can a professional withdraw or transfer unused lead credits as cash?
- No. Lead credits are platform-specific prepaid credits purchased exclusively to receive customer leads. They cannot be withdrawn as cash, transferred to other professionals, or used for personal banking.