Cancellation & Refund Policy

'Instant Service' means a booking requested for performance as soon as suitable DOORO Service Personnel can be allocated.

'Scheduled Service' means a one-time booking for a future date or time.

'Recurring Service' means a plan containing repeated sessions at daily, weekly, monthly or another agreed interval.

'Service Personnel Assigned' means the Platform has identified and notified the DOORO employee or team allocated to the booking. 'Dispatched' means assigned Service Personnel have begun travel or preparation specifically for the booking. 'Service Start Time' means the confirmed scheduled time or the time Service Personnel begin work, whichever is applicable.

'Service Credit' means a non-cash Platform credit that may be applied to an eligible future booking under its stated terms.

Use the cancellation or reschedule option in the app or website. If unavailable, contact in-app support or email help@withdooro.com with the booking ID and registered mobile number.

The effective cancellation time is the timestamp recorded by the Platform or support system. Merely messaging assigned Service Personnel does not cancel a booking unless the Platform or authorised support confirms it.

A reschedule is treated as a cancellation and new booking if requested inside a chargeable cancellation window, unless the Platform expressly waives the charge.

Before Service Personnel are assigned: you may cancel for a full refund of the amount paid.

After assignment but before dispatch: the Platform may allow cancellation subject to a clearly disclosed cancellation charge of up to the lower of 25% of the service price or INR 100, reflecting allocated employee capacity, blocked availability, scheduling and payment costs. If the app states that no cancellation is available after assignment, that restriction must be displayed prominently before confirmation.

After dispatch, arrival or commencement: the booking is ordinarily non-refundable if you cancel, deny access, are unavailable or no longer require the service. A refund may still be provided where required by law, where assigned Service Personnel are materially late, where DOORO is responsible for non-performance, or where an emergency or exceptional circumstance is accepted after review.

If no Service Personnel are assigned within the Platform’s stated allocation period, you may cancel for a full refund.

More than six (6) hours before the Service Start Time: full refund and no cancellation fee.

Between three (3) and six (6) hours before the Service Start Time, including exactly three hours: 50% refund of the service amount; taxes and fees will be adjusted as required by law.

Less than three (3) hours before the Service Start Time: no refund, unless the cancellation results from DOORO’s failure to provide assigned Service Personnel, a qualifying safety issue, force majeure, or another circumstance where law requires a refund.

Customer no-show, denied access or inability to begin because required utilities, permissions or safe conditions are unavailable: treated as a cancellation less than three hours before start and ordinarily non-refundable.

A service-specific page may state a longer cancellation window for services requiring parts, travel, a specialist or advance preparation. That window must be disclosed before payment.

Individual session: cancel or reschedule at least three (3) hours before the session for no session charge. Less than three hours or a no-show may result in a charge equal to the session value.

Entire plan: you may stop future sessions at any time. Sessions starting within three hours of the cancellation request remain chargeable. Amounts attributable to future unused sessions will be refunded to the original payment method or, where you expressly choose, issued as Service Credit, after deducting any lawfully disclosed non-refundable benefit already consumed.

Pause: a plan may be paused where the feature is available. No session will be charged during the approved pause. The validity period may be extended only where the plan terms expressly provide.

Auto-renewal: cancelling a plan stops future renewal after the current paid period, unless the Platform confirms an immediate prorated cancellation. Renewal mandates may also be managed through the payment provider or bank.

If DOORO cancels, or assigned Service Personnel become unavailable and DOORO cannot provide a suitable replacement within the applicable service window, you may choose: (a) a full refund to the original payment method; (b) a free reschedule; or (c) Service Credit of equivalent value. We will not force Service Credit instead of a monetary refund where you are legally entitled to the refund.

If assigned Service Personnel are expected to arrive materially late, the Platform should provide an updated estimate. For Scheduled Services, if the expected delay exceeds thirty (30) minutes and you no longer require the service, you may request a full refund before work begins. For Instant Services, the relevant promised or estimated allocation and arrival window displayed at booking will be considered.

Where part of a multi-service booking is unavailable, you may accept partial performance and receive a proportionate refund for the unperformed portion, or cancel the affected portion without charge.

A booking may be non-refundable or subject to actual reasonable charges where assigned Service Personnel cannot perform because of an incorrect address, denied entry, absent Customer, undisclosed unsafe conditions, aggressive pets, lack of required water or electricity, prohibited tasks, materially inaccurate scope, or refusal to approve a necessary price change after the original description proved materially inaccurate.

Before denying a refund, DOORO will consider Platform records, Service Personnel reports or evidence, Customer evidence and whether the condition was adequately disclosed in advance.

Report an ordinary quality issue as soon as possible and ordinarily within twenty-four (24) hours after completion. Report suspected theft, property damage, harassment, injury or a safety incident immediately and no later than twenty-four hours where reasonably possible.

Provide the booking ID, description, photographs or video, and any relevant invoice or estimate. We may request access for inspection or a reasonable opportunity to re-perform the affected task.

After review, remedies may include re-service, partial refund, full refund, Service Credit or another reasonable resolution. The remedy depends on the booked scope, evidence, severity, possibility of correction, amount of work completed, pre-existing condition and legal requirements.

A preference-based dissatisfaction does not automatically entitle a refund where the service substantially matched the disclosed scope and standard. This does not limit remedies for deficient service under consumer law.

Approved third-party parts or consumables already purchased specifically for your booking may be non-refundable where they cannot reasonably be returned, provided the cost and condition were disclosed and supported. Unused returnable items should be refunded after any actual supplier restocking cost.

Manufacturer warranties and returns are subject to the manufacturer or seller’s terms, but DOORO will provide reasonable booking records and assistance where the part was sourced through the Platform.

If a booking paid partly with a coupon or promotional credit is cancelled, the cash-paid portion will be refunded according to this Policy and the eligible promotional value will ordinarily be restored as promotional credit with the original expiry or a reasonable replacement validity.

A coupon that was one-time, expired, obtained through misuse or expressly non-restorable may not be reissued, subject to applicable law.

A refund will never exceed the amount actually paid plus any refundable Credit used.

Approved monetary refunds will ordinarily be initiated to the original payment method within five (5) to seven (7) business days. Banks, card networks, UPI providers or payment processors may require additional time to post the credit, commonly up to fourteen (14) business days.

Where the original method is unavailable, we may request verified bank details or offer another lawful method. We will not request a UPI PIN, card CVV, banking password or one-time password.

Service Credits are generally issued within forty-eight (48) hours after approval. A refund confirmation or reference number will be provided where available.

If a debit occurred but the booking was not confirmed, an automatic reversal will be initiated or completed according to the payment provider’s timeline. Contact support if the amount is not reversed within the displayed period.

Before raising a chargeback, contact support so we can investigate. A valid chargeback does not limit your rights. However, knowingly seeking both a Platform refund and a chargeback for the same amount, or providing false information, may result in recovery of the duplicate amount and account restriction.

DOORO may submit booking, communication and service records to the payment provider to respond to a chargeback.

If a booking cannot proceed because of severe weather, flood, government restriction, civil disturbance, widespread transport interruption, epidemic, building closure, utility failure or another event beyond reasonable control, DOORO will use reasonable efforts to reschedule. If rescheduling is not accepted or reasonably possible, the unperformed amount will be refunded, less any non-recoverable third-party cost that was clearly disclosed and lawfully chargeable.

Assigned Service Personnel may stop work for a genuine safety concern and must report the matter to DOORO. Refund allocation will depend on whether the concern arose from Customer non-disclosure, DOORO or employee unavailability, or an external event.

We may investigate and deny a claim supported by fabricated evidence, collusion, duplicate claims, intentional damage, offer abuse or another fraudulent act. We will not deny a legitimate refund merely because a Customer has made prior complaints.

We may request reasonable verification and provide the basis of a denial. Account restrictions may be appealed through DOORO Support and the Grievance Redressal Team by email or Platform chat.

This Policy does not exclude any remedy for deficient service, unfair trade practice, misleading representation, unsafe service, unauthorised charge or other matter protected by the Consumer Protection Act, 2019 or another applicable law.

Where a service-specific term conflicts with a mandatory legal right, the legal right prevails.

Email support and grievances: help@withdooro.com

General contact by email: info@withdooro.com

Chat support: Use the DOORO in-app or website support chat.

Registered office: A-1142 to A-1148, Money Plant High Street, Near BSNL Office, Jagatpur, Dascroi, Ahmedabad, Gujarat 382470, India

Please include the booking ID, registered mobile number, cancellation time, payment reference, issue and requested remedy. We aim to acknowledge a grievance within forty-eight (48) hours and resolve it within one (1) month or a shorter legally required period.