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Refund and Cancellation Policy

Preamble

This Refund and Cancellation Policy ("Policy") governs the terms and conditions under which refunds and cancellations shall be administered by P4 Solutions, a partnership company duly registered under applicable Indian laws, hereinafter referred to as the “Company”, with respect to the platform known as “Sweep-It”, which facilitates the provision of various domestic assistance and housekeeping services to individuals and households ("Users" or “Clients”) in Pune, Maharashtra.

This Policy forms an integral part of the Terms and Conditions accepted by the User and is legally binding under any applicable laws.

 Definitions

Unless repugnant to the context or meaning:

  1. “Ad-hoc Services” shall mean one-time, on-demand services booked through the Platform.

  2. “Subscription Services” shall mean recurring services, typically booked on a daily/weekly/monthly basis.

  3. “Registration Fee” shall mean a one-time non-refundable fee paid to initiate Subscription Services.

  4. “Booking Fee” shall mean the service fee applicable to Ad-hoc bookings.

  5. “Service Provider” shall mean the house help or domestic worker deployed through the Platform.

  6. “User”/“Client” shall mean any individual or entity availing services through the Platform.

Scope and Applicability

This Policy shall apply to all Users availing domestic help or house-related services via the Sweep-It platform, and covers:

  1. Eligibility criteria for refund

  2. Processing time and manner of refund

  3. Grounds for cancellation and corresponding financial implications

  4. Administrative deductions

  5. Resolution of disputes arising from refund or cancellation

Non-Refundable Charges

Notwithstanding anything to the contrary herein, the following charges shall be strictly non-refundable, unless otherwise stated under this Policy:

  1. Booking Fees for Ad-hoc Services

  2. Registration Fees for Subscription Services

  3. Any transaction/processing fee incurred during refund initiation

  4. Monthly Company Applicable Charges: Charges levied on a monthly basis for services rendered, including but not limited to staffing, operational support, and service management, shall be non-refundable once the service period for the full month has commenced.

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Refund Eligibility and Triggers

Refunds shall be entertained only under the following circumstances, and shall be subject to verification by the Company:

  1. Trigger: Refund Status

  2. Non-appearance of assigned Service Provider: Eligible for refund (excluding non-refundable charges and excluding the transaction processing charges.) or replacement

  3. Proven delay in arrival beyond agreed window: Partial refund, at Company’s discretion.

  4. Unsatisfactory service delivery (verified): 50% refund (excluding non-refundable charges and excluding the transaction processing charges.)

  5. Mismatch of assigned profile: Eligible for replacement or refund.

  6. Technical/Platform error (e.g., payment failure): Full refund excluding the transaction fees, subject to gateway reconciliation.

  7. Emergency cancellation by client (see Section 10): Refund subject to evidence and verification.

The Company reserves the exclusive right to evaluate and decide upon the legitimacy of any claim prior to initiating any refund.

Cancellation by Users

1.Ad-hoc Services:

·Cancellations initiated by the User post-booking shall not entitle the User to any refund, including the Booking Fee.

·If the Company is unable to deploy a service provider despite bona fide efforts, a refund will be initiated within 7 (seven) working days, exclusive of transaction fees.

·If the user cancels the booking before 2 hrs. of service start time, 15 % of total service charge cancellation fee will be applied.

·If the user cancels the booking within 2 hrs. of service start time, 50 % of total service charge cancellation fee will be applied.

·If Customer denied service when maid at doorstep or in case of customer no show, no refund will be processed.

2.Subscription Services:

·Registration Fees are non-refundable under any circumstance, except when the Company fails to assign a Service Provider within 7 (Seven) working days of fee payment from the day when company confirms that fails to assign a service provider.

·If the User discontinues services after 10 (ten) days of initiation and provides a valid justification, the Company may, at its sole discretion, process a pro-rata refund for the remaining days. The Registration Fee shall remain non-refundable.

·Cancellations made without adequate notice and reason shall be rejected.

·If the customer stopped using monthly service after some time and did not tag as client/user for 90 days to our company and after 90 days customer want to start monthly services in that case fresh subscription fees will be applicable.

Refund Processing and Timelines

All eligible refunds shall be processed via the original mode of payment (UPI, bank transfer, etc.) or any alternate method communicated to and accepted by the User.

Service Type: Processing Time

  1. Ad-hoc Services: 7 working days

  2. Subscription Services: 10 working days

  3. Payment Gateway Errors: Up to 18 working days post complaint registration

For example, if the booking fee is ₹49 and a refund is requested, 15% of ₹49 is ₹7.35. In this case, ₹7 will be deducted as administrative charges. If the calculated deduction is ₹7.5 or higher, it will be rounded up to ₹8.

 Replacement of Services

Where a refund is not preferred, the User may opt for replacement of the Service Provider within a mutually agreed time frame. In such instances:

  • The Company will arrange a suitable alternative, subject to availability and location constraints.

  • If the User declines the replacement, refunds will be processed in accordance with the afore mentioned provisions.

Misconduct or No-Show by Service Provider

Any misconduct, no-show, or breach of conduct by a Service Provider must be reported by the User/clients within 24 hours of the scheduled service time.

  • The Company shall investigate and mediate the complaint.

  • If unresolved, the User may either opt for a refund (subject to clauses above) or a replacement.

  • Where legal or disciplinary action is required, the Company shall cooperate with statutory authorities under applicable laws.

 Force Majeure and Emergency Cancellations

Refunds may be granted on compassionate grounds in the event of:

  1. Death of a family member

  2. Medical emergencies

  3. Acts of God, natural calamities

Such claims must be accompanied by credible documentary proof and may take up to 18 (eighteen) working days for due diligence and verification.
 

The Company reserves the right to reject any such claim in the absence of sufficient proof or where mala fide intent is suspected.

Refund Exclusions

·         Festival Day Bookings: Services availed or paid for during major Indian festivals (Diwali, Holi, Dussehra, Ganpati  etc.) shall be non-refundable under any circumstances.

·         Discounted Offers or Promo Services: No refunds shall be issued for services availed under promotional offers or time-bound discounts.

Dispute Resolution

In case of any dispute regarding cancellations or refunds:

  • Users may lodge complaints through the email or contact number available on the official website.

  • The Company shall endeavor to resolve such issues within 18 working days of receipt of the complaint.

 Contact for Refund Queries

For any refund-related assistance, please contact:
Email: support@sweep-it.com
Phone: 705-777-0060 / 705-777-0061
Website: https://www.sweep-it.com

Amendment Clause

P4 Solutions reserves the right to amend, modify or update this Policy at any time at its sole discretion. Continued use of the services post such modification shall constitute deemed acceptance of the revised terms.

This Policy is governed by the laws of India, and courts in Pune shall have exclusive jurisdiction over all matters relating to it.

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