Refund Policy

Effective date: 17 May 2026

1. Refund-Eligible Scenarios

Provider no-show

If a service provider fails to arrive at the confirmed location within a reasonable time of the scheduled start, or cancels after you have confirmed the booking, you are entitled to a full refund to your original payment method within 7 working days.

Cancellation by HomePaws or provider

If HomePaws or the provider cancels a confirmed booking for any reason, you will receive a full refund within 7 working days.

Verified service deficiency

If a session was delivered but you experienced a verifiable service deficiency (supported by in-app chat evidence and raised within 24 hours of session completion), HomePaws may issue a partial or full refund at its sole discretion after reviewing the case.

2. Non-Refundable Scenarios

  • Parent no-show: If the provider arrived at the confirmed address at the scheduled time and you were unavailable, no refund is issued.
  • Late cancellation: Cancellations outside the refund window defined in our Cancellation Policy are not refundable.
  • Completed sessions, no timely dispute: If the session was completed and no deficiency was reported within 24 hours of completion, the booking is considered fulfilled.

3. How Refunds Are Processed

Approved refunds are issued via the Razorpay refund API to your original payment method (card, UPI, net banking, or wallet). Depending on your bank or payment provider, funds typically reflect within 5–10 business days of the refund being initiated.

Razorpay may retain processing fees per their merchant terms. HomePaws will refund the full booking amount; any residual processing fees retained by Razorpay are outside HomePaws' control.

4. How to Request a Refund

To request a refund:

  • In-app: go to the booking detail → tap Report an issue.
  • Email: support@homepaws.in with your booking ID and a description of the issue.

HomePaws acknowledges refund requests within 48 hours and resolves them within 7 working days.

5. Contact

For refund-related queries, email support@homepaws.in or visit our Contact page.