Refund and Cancellation Policy

1. Overview

This refund policy outlines the terms under which customers and professionals can request cancellations and refunds for services on the Feazy platform. Our goal is to be fair to all parties while protecting customers.

2. Customer Cancellation Before Professional Acceptance

Scenario: Customer submits request → professional has not yet accepted

Refund: 100% of any payment made

Processing time: Full refund to original payment method

Rationale: Customer can cancel at any point before a professional commits to the job.

3. Customer Cancellation After Professional Acceptance, Before Work Starts

Scenario: Professional has accepted job → work has not yet begun

Refund: 100% of payment

Processing time: 5-7 business days

[PROVISIONAL] This 100% refund rule is provisional pending 3-6 months of operational data. Once Feazy has sufficient data on professional cancellation patterns and customer behavior, cancellation penalties may be introduced to protect professional earnings.

4. Professional Cancellation

Scenario: Professional accepts job then cancels before work starts

Customer refund: 100% of payment

Professional impact: Cancellation recorded in professional's history for tracking

Rationale: Customer is fully protected. Professional cancellations are tracked to identify patterns of unreliable behavior.

5. Professional No-Show

Scenario: Professional fails to arrive at scheduled time

Customer refund: 100% of payment

Professional impact: No-show recorded and may affect professional rating/availability

Rationale: Customer is protected from wasted time and resources.

6. Work Already Started — Case-by-Case Review

Scenario: Customer requests refund or cancellation after work has begun

Refund: Subject to case-by-case review considering:

• Percentage of work completed
• Quality of work performed
• Reason for cancellation (customer satisfaction issue, change of plans, etc.)
• Photographic/documentary evidence
• Professional's account history and reliability
• Actual costs incurred by professional

Processing: Feazy may grant full refund, partial refund, or no refund. In disputes, we will attempt mediation before determining outcome.

7. Refund Processing Timeline

• Request submitted: Refund request logged in system
• Pending phase (0-2 days): Feazy reviews request and gathers evidence
• Processing phase (2-7 business days): Refund is processed by payment provider
• Completed: Refund reflected in your original payment method

Note: Processing time varies by payment provider and financial institutions. Razorpay typically processes refunds within 5-7 business days.

8. Mock Payment Refunds

On development environments using Mock Payments: refunds are simulated and no actual money is transferred.

9. Refund Status Tracking

Refund status progresses through the following states:

• Requested: Customer has submitted refund request
• Pending: Feazy is reviewing the request
• Processing: Refund has been approved and sent to payment provider
• Completed: Refund has been successfully processed
• Failed: Refund could not be processed (rare; customer will be contacted)

Customers can track refund status in their account dashboard.

10. Future Policy Changes

[PROVISIONAL] After 3-6 months of operational experience, Feazy may establish:

• Cancellation fees or penalties for customer cancellations after a certain time
• Partial refunds based on work completed
• Professional cancellation penalties or restrictions
• Revised no-show policies

Notice: Any policy changes will be announced in advance. Existing bookings will be grandfathered under the refund policy in effect when the booking was made.

11. Disputes and Appeals

If you disagree with a refund decision:

1. Contact Feazy support within 14 days of the decision
2. Provide additional evidence or explanation
3. Feazy will review your appeal
4. We will communicate the final decision within 7 days

12. Contact Support

To request a refund or discuss a refund-related issue:

Email: support@feasy.com

Include your job/booking reference, payment details, and reason for the refund request.

13. Legal Review and Feedback

This policy is provisional and will be formally reviewed by legal counsel before production deployment. If you have feedback regarding this policy or believe there are errors or omissions, please contact:

Legal Review Team
Email: legal@feasy.com

Subject line: "Refund Policy Review — [Your Concern]"