Cancellation Policy

Last Updated: February 2026

This Cancellation Policy explains how customers and service providers can cancel or reschedule bookings made through Maitri Home Service.

1. Customer Cancellation

Customers may request cancellation through the website, mobile application, or customer support. Cancellation eligibility and applicable charges may depend on the status of the booking.

A. Before Provider Assignment — If the customer cancels before a service provider has been assigned or accepted the booking, cancellation may generally be processed without a service-related cancellation charge, subject to any applicable platform/payment charges.

B. After Provider Acceptance — If a provider has accepted the booking, cancellation may result in a cancellation charge depending on the applicable booking terms.

C. Provider On The Way — If the service provider has started travelling to the customer's location, cancellation may result in applicable cancellation or visit/travel charges.

D. After Service Has Started — Once the service has started after applicable verification, cancellation will generally not be permitted, except in circumstances approved by Maitri Home Service.

2. Customer Unavailable

A cancellation or applicable charge may apply if the customer is unavailable at the provided address, provides an incorrect address, refuses access after provider arrival, provided incorrect or incomplete information, or the service cannot be performed because of customer-related circumstances.

3. Provider Cancellation

A service provider may be required to provide a valid reason for cancelling an accepted booking. Maitri Home Service may notify the customer, attempt to assign another provider, reschedule the service, process a refund where applicable, and record the cancellation against provider performance. Repeated unnecessary provider cancellations may result in suspension or other action.

4. Rescheduling

Customers may request to reschedule a booking subject to provider availability, service availability, location availability, and applicable rescheduling rules. A rescheduling request does not guarantee that the same provider will be available.

5. Cancellation by Maitri Home Service

Maitri Home Service may cancel or reassign a booking because of no suitable provider availability, provider unavailability, service-area limitations, technical issues, safety concerns, incorrect booking information, payment problems, fraud or suspected misuse, or force majeure. Where applicable, customers will be notified.

6. Cancellation Charges

Any applicable cancellation charge will depend on factors such as:

• Time of cancellation
• Booking status
• Provider acceptance
• Provider travel status
• Service start status
• Service type
• Applicable platform rules

Where a specific cancellation fee applies, it will be displayed or communicated to the customer.

7. Refund After Cancellation

If a customer has already made an online payment and the booking is eligible for a refund, the refund will be processed according to our Refund Policy.