This Cancellation and Refund Policy  (the “Policy”) is made by Swachh Saathi Private Limited, a private limited company incorporated under the Companies Act, 2013, having its (a) registered office at off No. 2, J Unit, Sunder, Jamnotri CHS Ltd, SV Road, Malad West Dely, Mumbai, Malad West, Maharashtra, India 400064; and (b) corporate office at Ground Floor H. No 356, Sector 28, Gurugram, Haryana, 122002 (hereinafter referred to as “Pronto” or the “Company”, which expression shall, unless the context otherwise requires, be deemed to mean and include its successor and permitted assigns). Pronto operates through a technology enabled platform (the “Platform”) providing house keeping services and other services (the “Service(s)”) to users (defined below) through professionals (defined below). The Platform solely acts as an intermediary facilitating professionals (the “Professional(s)”) and customers (the “User(s)”). This Platform does not provide any Service directly.

1. Services offered on the Platform

The Platform offers the following Services:

1. Instant Services- Services which are provided by the Professional immediately or within a short period of time.

2. Scheduled Services- Services that are provided at a later date and time.

3. Recurring Services/Subscription Services- Services booked on a weekly, monthly, or custom recurring basis.

Each of the above Services have different cancellation and refund mechanisms.

2. Cancellation
   
   

1. Instant Services- Once a Professional has been assigned or has commenced the provision of Services, the User shall not be entitled to cancel such Services. In the event that a Professional has not yet been assigned, the User may cancel the Services availed through the Platform.
   
   

2. Scheduled Services- For scheduled Services the following are the cancellation timelines:
   
   

• If cancellation occur after 3 (Three) or more hours prior to the scheduled service time, then full refund shall be provided to the User.

• If cancellation occur’s within a period of not less than one (1) hour and not more than three (3) hours prior to the Scheduled Service Time then the Company shall refund upto 50% (Fifty) percent of the amount to the User.

• If cancellation occurs less than one (1) hour prior to the Scheduled Service Time then the Company shall not be liable to provide any refund.

• For scheduled services, if the User is not available at the scheduled time and location then it shall be treated as a no show. Any instance of no show shall not be eligible for a refund.
  
  

3. Recurring Services-
   
   

Cancellation of Individual Sessions

• Users may cancel an individual session within a recurring plan at no cost, provided the cancellation is made at least 3 hours prior to the scheduled start time.

• Cancellations made with less than 3 (Three) hours’ notice or a no show , will result in a late cancellation fee equal to 100% of the session cost.

Cancellation of Entire Plan

• Users may terminate a recurring plan at any time.

• Any sessions scheduled within three (3) hours of a plan cancellation shall remain billable and non-refundable,

• Any future sessions beyond this period shall not be charged.

Service Suspension (Pausing)

• Recurring Services may be paused through the app at any time by the User.

• Any period which is paused by the User shall not be subject to any refund.

• During the pause period, the User will not be charged.
  
  
  

3. Cancellations by Professionals or the Company
   
   

If cancellation is carried out by the Company or the Professional, the User shall receive the full amount of refund. The User shall be offered the option to reschedule the Service or be provided with equivalent service credits.

4. Refunds
   
   

1. Instant Services- Refunds for Instant Services shall be only provided in the following cases:

• If the Professional did not arrive at the assigned time;

• Service provided by the Professional was different from what was requested by the User; or

• Service could not be completed due to reasons by the Professional.

2. Scheduled Services- User will receive refunds if the cancellation timeline is followed as per point 3.

3. Recurring Services- Users may cancel an individual session within a recurring plan at no cost, provided the cancellation is made at least 3 (Three) hours prior to the scheduled start time and will be subject to refund.

Any Services that are booked using coupons or discounts are not eligible for a refund. If promotional credits are refunded, they will be reissued as service credits.

5. Quality Issues
   
   

Any quality issues with respect to the Service provided by the Professional must be reported by the User within 24 (Twenty Four ) hours of the Service. Service quality issues must be reported to the following mail help@withpronto.com. If the User is not satisfied with the Service provided by the Professional, Users may receive either of the following:

• Partial or full refund based on a case to case basis;

• Equivalent Amount of Service credits’; or

• Re-service.

Any quality-related issue shall be subject to internal review by the Company and will be determined on a case-by-case basis.

6. Refund Processing Timeline
   
   

Any refunds initiated by the Company shall be processed within 7 (Seven) to 14 (fourteen) business days and credited to the User’s original mode of payment.

7. Notice for Refunds/ Cancellations
   
   

Any issues related to refunds and cancellations must be raised within 2 (Two) days receiving the Service. This notice shall be applicable for instant Services, scheduled and recurring Services.

8. Misuse of Policy
   
   

The Company reserves the right to refuse any refunds in case the Company reasonably believes that there are repeated cancellations or fraudulent activities carried out.

9. Force Majeure 
   
   

The Company shall not be liable for any delays or cancellations which are beyond its reasonable control. These events include the following:

• Acts of God; 

• Natural disasters (such as floods, earthquakes, or epidemics);

• War;

• Terrorism;

• Civil commotion;

• Epidemics, pandemics

• Riots;

• Strikes or labour disputes (not involving the affected Party’s workforce); 

• Governmental actions, orders or restrictions;

• Failure of utilities; or

• any other event which is unforeseeable and beyond the reasonable control of the affected Party.
  
  

10. Contact Us
    
    

For any questions or concerns pertaining to this Policy, please contact help@withpronto.com