Cancellation & Refund Policy
Last Update Date: May 9, 2026
The Cancellation and Refund Policy ("Policy") shall apply to all services availed of through Safehands, a partnership firm whose registered office is located at 202, Wadi Wala Complex, Pandesara GIDC, Udhna Main Road, Surat, Gujarat, India ("Safehands", "Company", "we", "our", or "us").
Upon booking any service through Safehands, you hereby agree to this Policy.
1. SERVICES AVAILABLE FOR BOOKING
Safehands offers domestic and household staff services such as:
Maid / House Help
Cook Services
Household Assistance
Others home support services
Services provided shall be contingent upon worker availability, operational viability, and coverage within the service area.
2. CUSTOMER CANCELLATION POLICY
2.1 Cancellation Prior to Worker Assignment
No cancellation fees shall apply to customers who cancel their bookings before the assignment of workers.
2.2 Cancellation Post-Worker Assignment
In the event of cancellation post-worker assignment, Safehands reserves the right to impose charges such as:
Convenience fees
Administrative fees
Travel cost for workers
Operational costs
Depending on the stage of booking and time of cancellation, applicable charges may differ.
2.3 Same Day Cancellation
Same-day cancellations will be considered late cancellations and will be subjected to partial or full cancellation charges.
2.4 No-show by customer
In cases where the client:
Cannot be reached
Blocks entry
Fails to respond
Or causes delays,
The booking can be marked as a “No Show,” and the refund request may not be honored.
3. RESCHEDULE POLICY
3.1 Rescheduling is possible according to:
Availability of the worker
Feasibility
Notice before service
3.2 Safehands makes no guarantee of availability for rescheduled bookings.
4. REFUND POLICY
4.1 Applicable Refund Scenarios
The following scenarios may be eligible for refunds:
Duplicated payments
Processing errors
Safehands cancelling services
Unavailability of the worker
Quality issues of service
Transaction failures
4.2 Ineligible for Refund
Refunds are not available for:
Services that have been performed
Regret after confirmation
Failure to attend booked sessions
Mistakes from the client’s side
Delay caused by client
Slight dissatisfaction without reason
4.3 Partial Refunds
Partial refunds may be issued after deductions for:
Service costs
Administration costs
Wages paid to worker
Travel costs
Payment gateway charges
4.4 Refund Timeline
Refunds are usually made between 7 and 15 working days from processing approval.
5. WORKER REPLACEMENT POLICY
5.1 In case of worker leaving within the committed service period, Safehands may try to replace a worker according to availability.
5.2 Timelines for replacement are never guaranteed and can depend on:
Worker availability
Customer’s location
Service requirements
Market situation
5.3 The service for replacement may be denied when cases of:
Customer misconduct
Dangerous working environment
Any form of abuse/harassment
Refusal to pay
Violations of Company policies
6. SERVICE QUALITY COMPLAINTS
6.1 Customers should make complaints no later than within 48 hours after service completion.
6.2 Safehands will investigate complaints and take actions as follows:
Arrange additional service
Replace worker
Provide partial refund
Deny complaint if baseless
6.3 Safehands is solely responsible for deciding about outcome of the process.
7. PAYMENT DISPUTES
7.1 Customers should inform the company about disputes prior to disputing charges with banks/paying platforms.
7.2 Any abuse in filing complaints or fraudulent chargebacks can cause:
Suspension of account
Legal proceedings against customers
Permanent ban from using the Platform
8. FORCE MAJEURE
Safehands is not liable for any cancellation, delay, or refund problem arising due to uncontrollable situations like:
Natural calamities
Pandemic
Government intervention
Labor problems
Transportation problem
Technical failure
9. CHANGE IN POLICY
Safehands may make changes to this policy at any point in time without providing any prior notice.
The new policy will come into effect from the date of its publication on the Platform.
10. CONTACT INFORMATION
For any inquiries related to cancellation, refund, or complaints:
Safehands
E-mail: info@safehands.org.in
Postal address:
202, Wadi Wala Complex,
Pandesara GIDC,
Udhna Main Road,
Surat, Gujarat, India
