This Policy explains how cancellations and refunds work for bookings made through the GUGA marketplace. Because services are fulfilled by independent providers, timing and refund outcomes can depend on booking status, who cancels, and whether payment was collected through GUGA’s payment partners.
1. Scope
- Applies to customer bookings requested or confirmed via the GUGA app.
- Does not replace any mandatory consumer rights under Indian law.
- Provider-specific house rules shown in the app (if any) may add detail, but cannot override unlawful terms.
2. Customer-initiated cancellations
- Before provider acceptance: You may cancel a pending booking request without charge.
- After acceptance / confirmation: Cancel as early as possible in the app. Refunds for prepaid amounts, if any, are generally available when you cancel at least 24 hours before the scheduled start time, unless a different clear notice is shown for that booking.
- Late cancellations / no-shows: Cancellations within 24 hours of the scheduled time, or failure to attend, may be non-refundable for prepaid amounts, because the provider reserved capacity for you.
3. Provider-initiated cancellations
If a provider cancels a confirmed booking, any amount you paid for that booking through GUGA will be refunded in full (or you may be offered to reschedule, if you prefer and the provider agrees).
4. Service issues
If a service is not delivered as booked (for example, provider no-show or material non-performance), contact GUGA support promptly with your booking details. We will review in good faith with available platform records and may issue a refund or other remedy for prepaid amounts where appropriate.
5. How refunds are issued
- Refunds for payments processed via GUGA’s payment partners are returned to the original payment method where possible.
- Bank or wallet timelines are controlled by those institutions and typically complete within 5–10 business days after we initiate the refund.
- Cash paid directly to a provider outside GUGA is outside this Policy; resolve those with the provider.
6. Non-refundable situations
- Completed services, except where required by law or approved after a documented service dispute.
- Late cancellations or no-shows as described above.
- Bookings that never collected payment through GUGA (no prepaid amount to refund).
7. How to request help
Use in-app support where available, or email gugatechnologies08@gmail.com with your registered account email, booking reference, and a short description of the issue. See also Contact Us.
8. Changes
We may update this Policy to reflect product or legal changes. The date at the top will be revised when we publish updates.