Refund & Cancellation Policy

At Cleo, we strive to provide you with the best household service experience. This Refund & Cancellation Policy outlines the terms and conditions for canceling bookings and requesting refunds for both instant bookings and subscription packages.

1. Cancellation Policy

1.1 Instant Bookings (One-Time Services)

Cancellation Timeframe	Cancellation Fee	Refund Status
More than 24 hours before service	No Fee	100% Refund
12-24 hours before service	No Fee	100% Refund
6-12 hours before service	25% of service cost	75% Refund
3-6 hours before service	50% of service cost	50% Refund
Less than 3 hours before service	100% of service cost	No Refund
After service starts (OTP provided)	100% of service cost	No Refund

1.2 Subscription Packages

1.2.1 Cancellation Before First Service

• Within 24 hours of purchase: Full refund (100%) with no questions asked
• 24-48 hours after purchase: 90% refund (10% administrative fee)
• After 48 hours but before first service: 80% refund (20% administrative fee)

1.2.2 Cancellation After Services Started

If you wish to cancel your subscription after using some visits:

• Refund Calculation: (Subscription Price - Used Visits at Full Price - 15% administrative fee)
• Example: Cleo Silver with 4 visits (₹10,000 subscription, ₹3,500 regular price per visit)
  • Used 2 visits = 2 × ₹3,500 = ₹7,000
  • Remaining balance = ₹10,000 - ₹7,000 = ₹3,000
  • Administrative fee = ₹3,000 × 15% = ₹450
  • Refund amount = ₹2,550

1.2.3 Individual Visit Cancellation in Subscriptions

For scheduled visits within active subscriptions:

• More than 12 hours before visit: Free rescheduling to another date
• 6-12 hours before visit: Visit is forfeited (counts as used)
• Less than 6 hours before visit: Visit is forfeited (counts as used)

2. How to Cancel

2.1 Through the Cleo App

1. Open the Cleo mobile app
2. Go to "My Orders" or "My Subscriptions"
3. Select the booking you wish to cancel
4. Tap "Cancel Booking" or "Cancel Subscription"
5. Select a cancellation reason (helps us improve)
6. Confirm cancellation
7. You'll receive a confirmation email/SMS with refund details

2.2 Contact Customer Support

You can also cancel by contacting our customer support team:

• Phone: +91 6363849391 (9:00 AM - 6:00 PM)
• Email: support@cleo.com
• In-App Chat: Available 24/7 in the Cleo app

Please provide your Order ID or Subscription ID when canceling via customer support.

3. Rescheduling Policy

3.1 Instant Bookings

• Free Rescheduling: Available up to 12 hours before scheduled service
• Limited Rescheduling: Within 12 hours - subject to Ambassador availability (may not be guaranteed)
• How to Reschedule: Use the "Reschedule" option in the app or contact customer support
• Reschedule Limit: You may reschedule up to 2 times per booking

3.2 Subscription Visits

• Unlimited Rescheduling: Free and unlimited if done 12+ hours in advance
• Flexibility: Reschedule to any date within your subscription period
• Expiration: All visits must be completed before subscription expiry date

4. Refund Process

4.1 Refund Timeline

Payment Method	Refund Processing Time
Online Payment (UPI, Cards, Wallets)	5-7 business days from cancellation approval
Credit Card	7-10 business days (depends on bank)
Debit Card	5-7 business days
Net Banking	5-7 business days
Cash Payments	Cannot be refunded (service not yet paid)

4.2 Refund Method

• Refunds are processed to the original payment method used for booking
• We do not provide cash refunds for online payments
• Bank processing times may vary and are beyond Cleo's control
• You will receive an email confirmation once refund is initiated

4.3 Refund Tracking

You can track your refund status:

• In the Cleo app under "My Orders" → "Refund Status"
• Via email notifications sent to your registered email
• By contacting customer support with your Order ID

5. Service Guarantee & Quality Issues

5.1 Dissatisfaction with Service Quality

If you are not satisfied with the service quality, we offer:

• Re-service: Free re-service within 24 hours of original service (subject to verification)
• Partial Refund: 25-50% refund for minor quality issues (after investigation)
• Full Refund: 100% refund for major quality issues (after investigation)

5.2 Ambassador No-Show

If a Cleo Ambassador does not arrive within 30 minutes of scheduled time:

• Contact customer support immediately
• We will attempt to assign another Ambassador
• If no Ambassador is available, you receive a full refund + ₹500 credit for future bookings
• For subscriptions, the visit does not count as used

5.3 Incomplete Service

If the service is started but not completed due to Ambassador-related issues:

• You pay only for the work completed (prorated amount)
• Balance amount is refunded
• We offer to complete remaining work at no additional charge

6. Customer-Initiated Cancellations During Service

If you cancel after the Ambassador has arrived and started work:

• You will be charged for the time worked (minimum 1 hour charge)
• If OTP was provided, full payment is required
• No refund for services already rendered
• Any remaining balance can be refunded based on work completed

7. Force Majeure & Emergencies

7.1 Cleo-Initiated Cancellations

In rare cases, Cleo may need to cancel your service due to:

• Extreme weather conditions
• Natural disasters or emergencies
• Ambassador illness or unavailability
• Government restrictions or lockdowns
• Safety concerns

In such cases:

• 100% full refund with no cancellation fee
• Priority rescheduling at your convenience
• Additional discount on next booking as goodwill gesture

7.2 Customer Emergency Situations

If you need to cancel due to genuine emergencies (medical, family, etc.):

• Contact us immediately with details
• We will waive cancellation fees on a case-by-case basis
• Documentation may be required for verification
• Free rescheduling will be offered

8. Non-Refundable Situations

Refunds will not be provided in the following situations:

• Customer not available at the scheduled time without prior notice
• Customer provides incorrect address or contact information
• Customer denies Ambassador entry after arrival
• Service cannot be performed due to unsafe or unsuitable conditions at customer location
• Customer requests services beyond the scope of the original booking
• Subscription visits not used before expiry date
• Excessive rescheduling (more than 3 times for instant bookings)

9. Promotional Credits & Discounts

• Promotional credits and discount coupons are non-refundable
• If you cancel a booking made with credits, the credits are returned to your account
• Credits typically have an expiry date (check terms of each promotion)
• Subscription discounts cannot be refunded separately from the subscription

10. Dispute Resolution

10.1 Internal Resolution Process

1. Contact Customer Support: Raise your concern via app, phone, or email
2. Investigation: Our team will investigate within 48 hours
3. Resolution Proposal: We will propose a resolution (refund, re-service, credit, etc.)
4. Escalation: If unsatisfied, escalate to our Customer Resolution Manager
5. Final Review: Manager reviews and provides final decision within 5 business days

10.2 External Dispute Resolution

If you are still unsatisfied after internal resolution:

• You may file a complaint with consumer forums in your jurisdiction
• Disputes are subject to the jurisdiction of Bangalore, Karnataka courts
• We encourage mediation before legal proceedings

11. Subscription-Specific Terms

11.1 Subscription Validity Period

Plan	Validity Period	Visits
Cleo Silver	1 month from purchase	4 visits
Cleo Gold	3 months from purchase	4 visits
Cleo Platinum	6 months from purchase	4 visits

11.2 Subscription Pausing

• Subscriptions can be paused for up to 30 days (once per subscription)
• Pausing extends the validity period by the pause duration
• Request pausing at least 3 days in advance
• Pausing is not available for Cleo Silver (1-month plans)

11.3 Subscription Transfer

• Subscriptions are non-transferable between accounts
• You may change the service address within subscriptions
• Service type and property size cannot be changed after purchase

12. Special Circumstances

12.1 COVID-19 & Health Safety

• If you or someone at your location tests positive for COVID-19 or any contagious disease, inform us immediately
• Service will be rescheduled at no charge
• For subscriptions, the visit will not be counted as used

12.2 Relocated or Moved

If you move to a location outside our service area:

• Instant bookings: Full refund if service is not yet performed
• Subscriptions: Prorated refund for unused visits (minus 10% administrative fee)
• Must provide proof of relocation

13. Contact Information

For cancellations, refunds, or any questions regarding this policy:

14. Policy Updates

• This policy may be updated from time to time
• Changes will be communicated via app notification or email
• Continued use after changes indicates acceptance of updated policy
• For bookings made before policy changes, the previous policy terms apply