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Cancellation & Refunds policy - One Stop Service
Cancellation and Refund Policy for One Stop Service (India)
Introduction
One Stop Service is a multidisciplinary service platform based in India, offering a comprehensive suite of services including household repairs, solar installations, interior design, transport and logistics, dairy delivery, vehicle repair and maintenance, event management, air conditioning, and general home services. As a customer-centric business operating in a rapidly evolving digital and regulatory landscape, One Stop Service recognizes the critical importance of a clear, legally compliant, and client-friendly Cancellation and Refund Policy. This policy is designed to foster transparency, build trust, and ensure operational efficiency while adhering to the latest Indian consumer protection norms and industry best practices.
This document provides a detailed, section-wise Cancellation and Refund Policy tailored to the diverse service categories offered by One Stop Service. It integrates the requirements of the Consumer Protection Act, 2019, sector-specific regulations, and operational realities of multidisciplinary service delivery in India. The policy aims to balance the legitimate interests of both clients and the company, minimize disputes, and provide clear guidance on cancellation timelines, refund eligibility, non-refundable items, service-specific conditions, and the process for initiating cancellations and refunds. It also addresses company-initiated cancellations, dispute resolution mechanisms, and policy update protocols.
1. Legal Framework and Compliance
1.1. Applicability and Governing Law
This Cancellation and Refund Policy (“Policy”) applies to all services provided by One Stop Service (“Company”, “we”, “our”, or “us”) to clients (“Customer”, “you”, or “your”) across India. The Policy is governed by and construed in accordance with the laws of India, including but not limited to:
The Consumer Protection Act, 2019 and associated Consumer Protection (E-Commerce) Rules, 2020
The Indian Contract Act, 1872
The Information Technology Act, 2000 and IT (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011
Goods and Services Tax (GST) Act, 2017 and relevant notifications
Sector-specific guidelines (e.g., Ministry of New and Renewable Energy for solar, IRDAI for insurance-linked services, etc.)
The Policy is designed to ensure compliance with all applicable legal and regulatory requirements, and to protect the rights and interests of both customers and the Company.
1.2. Consumer Rights and Obligations
Customers are entitled to fair, transparent, and timely resolution of cancellation and refund requests, as mandated by Indian consumer protection laws. The Company is obligated to:
Clearly communicate cancellation and refund terms prior to service engagement
Process eligible refunds within stipulated timelines
Provide accessible grievance redressal mechanisms
Avoid unfair trade practices, including unreasonable penalties or non-disclosure of non-refundable items
Customers are responsible for reviewing this Policy, providing accurate information, and initiating cancellation or refund requests within the specified timelines.
2. Service Categories and Definitions
For the purpose of this Policy, One Stop Service’s offerings are classified as follows:
Household Repairs: Plumbing, electrical, carpentry, appliance repair, pest control, and similar services
Solar Installations: Rooftop solar PV system supply, installation, commissioning, and maintenance
Interior Design: Consultation, design, procurement, and turnkey execution of residential and commercial interiors
Transport and Logistics: On-demand and scheduled transport, relocation, and goods movement
Dairy Delivery and Subscriptions: Daily/periodic delivery of milk and dairy products, including subscription models
Vehicle Repair and Maintenance: On-site and workshop-based repair, maintenance, and emergency assistance for vehicles
Event Management: Planning, coordination, and execution of events, including vendor management and equipment rentals
Air Conditioning Services: Installation, repair, maintenance, and AMC for air conditioning systems
General Home Services and Other Services: Cleaning, sanitization, gardening, handyman, and other services
Each category may have unique operational requirements and refund eligibility criteria, as detailed in subsequent sections.
Cancellation and refund.
Once subscription is completed no refund will be initiated.
5. Non-Refundable Items and Costs
Certain items and costs are strictly non-refundable across all service categories, including but not limited to:
Administrative, booking, or processing fees explicitly stated as non-refundable at the time of booking
Token/advance payments for custom orders, site surveys, or resource allocation
Payments made to third-party vendors or suppliers that are non-recoverable (e.g., venue booking fees, custom furniture, permits)
Consumables, perishable goods, or services already rendered or consumed
Government taxes, statutory levies, or payment gateway charges, unless refund is mandated by law
Charges for partial utilization of bundled or subscription services, unless otherwise specified
Any costs incurred due to customer’s failure to provide access, documentation, or cooperation
The Company reserves the right to deduct such non-refundable amounts from any eligible refund, with a clear breakdown provided to the customer.
6. Refund Methods, Processing Timeframes, and Accounting
6.1. Refund Methods
Refunds are processed to the original payment method (credit/debit card, net banking, UPI, wallet) wherever possible.
For cash payments, refunds are issued via bank transfer or wallet credit, subject to KYC verification.
For subscription or recurring services, refunds may be credited to the customer’s wallet for future use, unless otherwise requested.
6.2. Processing Timeframes
Standard refund processing time is 7–14 business days from the date of approval, depending on payment method and banking partner.
For refunds involving third-party vendors or suppliers, processing may take up to 30 business days, subject to vendor policy.
GST and other statutory taxes are refunded only if not already remitted to the authorities; otherwise, refund is net of taxes.
In case of payment gateway or bank delays, the Company will provide transaction reference and assist in follow-up.
6.3. Accounting and GST
Refunds are accounted for in accordance with GST regulations. If GST has been remitted, refund is net of GST unless a credit note is issued.
Customers may be required to provide GST details for business transactions to facilitate proper accounting.
Any deductions (admin fees, non-refundable costs) are clearly itemized in the refund communication.
7. Process for Initiating Cancellations and Refunds
7.1. Customer Initiation
Customers may initiate cancellation or refund requests via the Company’s website, mobile app, customer support email, or helpline.
Requests must include booking ID, service details, reason for cancellation, and supporting documentation (if applicable).
For certain services (e.g., event management, solar installations), written/email requests are mandatory for record-keeping.
7.2. Documentation and Verification
The Company may request additional documentation (e.g., photos, invoices, communication records) to verify refund eligibility.
For disputes or dissatisfaction claims, customers must provide evidence of deficiency or non-performance.
7.3. Communication and Status Updates
Upon receipt of a cancellation/refund request, the Company will acknowledge within 24 hours and provide a complaint or reference number.
Status updates are provided via email, SMS, or app notifications at key stages: receipt, approval, processing, and completion.
Customers may track the status of their request via the Company’s portal or by contacting customer support.
7.4. Approval and Disbursement
The Company will assess refund eligibility within 7 business days of receiving a complete request.
Approved refunds are processed within the stipulated timeframe (see Section 6.2).
Any deductions or non-refundable amounts are communicated with a detailed breakdown.
8. Refund Calculations: Prorated, Partial, and Full Refund Scenarios
8.1. Prorated Refunds
For subscription-based or time-bound services (e.g., dairy delivery, AMC), refunds are calculated on a prorated basis for unused days or service units.
The formula for prorated refund is:
Prorated Refund = Total Paid × (Unused Time / Total Time)
Example: If a customer cancels a 30-day subscription after 10 days, the refund is for 20/30 of the total paid amount, less any non-refundable charges.
8.2. Partial Refunds
Partial refunds apply when cancellation occurs after partial utilization of a service, or when only a portion of the service is cancelled.
Deductions may include administrative fees, costs already incurred, or non-refundable vendor payments.
The refund amount is calculated as:
Refund = Amount Paid – (Admin Fees + Non-Refundable Costs + Value of Services Rendered)
8.3. Full Refunds
Full refunds are provided when cancellation is made within the free cancellation window, or when the Company is unable to deliver the service due to its own fault.
Full refunds may also apply in cases of proven deficiency, non-performance, or regulatory denial (subject to deduction of non-recoverable costs).
9. Security Deposits, Advance Payments, and Retainers
Security Deposits: Where applicable (e.g., equipment rentals, event management), security deposits are refundable after deduction of any damages, losses, or outstanding dues.
Advance Payments/Retainers: Advance payments for resource allocation, custom orders, or booking confirmation may be partially or fully non-refundable, as specified at the time of booking.
Non-Refundable Retainers: For professional or creative services (e.g., interior design), non-refundable retainers are used to secure time and resources; these are forfeited in case of customer-initiated cancellation after work has commenced.
10. Third-Party Vendor and Supplier Charges
The Company acts as a facilitator for certain services involving third-party vendors (e.g., event venues, custom furniture, transport providers).
Refunds for payments made to third-party vendors are subject to the vendor’s own cancellation and refund policy.
The Company will endeavor to secure maximum possible refund from vendors on behalf of the customer, but cannot guarantee recovery of non-refundable amounts.
Any non-recoverable vendor charges are deducted from the customer’s refund, with supporting documentation provided upon request.
11. Company-Initiated Cancellations and Rescheduling
11.1. Company-Initiated Cancellations
The Company reserves the right to cancel or reschedule a service due to unforeseen circumstances, including but not limited to:
Unavailability of service personnel or resources
Safety concerns or regulatory restrictions
Force majeure events (natural disasters, strikes, pandemics)
Non-payment or breach of terms by the customer
In such cases, the customer is entitled to a full refund of any advance payment, or may opt for rescheduling at no additional cost.
11.2. Rescheduling
Customers may request rescheduling within the free cancellation window, subject to availability.
Advance payments are adjusted toward the rescheduled booking.
For rescheduling requests made after the free cancellation window, additional charges may apply.
12. Dispute Resolution and Grievance Redressal Mechanisms
12.1. Internal Grievance Redressal
Customers may escalate unresolved issues to the Company’s Grievance Redressal Officer via email, helpline, or app.
The Company will acknowledge grievances within 24 hours and aim to resolve them within 7 business days.
If the issue remains unresolved, the customer may request mediation or further escalation.
12.2. Mediation and Arbitration
Disputes not resolved through internal mechanisms may be referred to mediation, as provided under the Consumer Protection Act, 2019.
If mediation fails, disputes may be settled by arbitration in accordance with the Arbitration and Conciliation Act, 1996, with the seat of arbitration in the Company’s principal place of business, unless otherwise agreed.
12.3. Consumer Forums and Legal Recourse
Customers retain the right to approach the appropriate Consumer Disputes Redressal Commission (District, State, or National) for unresolved grievances.
The Company will cooperate with all regulatory and legal proceedings as required by law.
13. Customer Communication and Support
The Company provides multiple channels for customer support, including phone, email, chat, and in-app messaging.
All cancellation and refund requests, status updates, and grievance communications are documented and accessible to the customer.
Customers are encouraged to retain all payment receipts, booking confirmations, and correspondence for reference in case of disputes.
14. Operational Implementation: Customer Support, Refund Workflows, and Escalations
14.1. Customer Support
Dedicated customer support teams are trained to handle cancellation and refund queries promptly and empathetically.
Support is available during business hours, with emergency support for critical services (e.g., vehicle breakdown, urgent repairs).
14.2. Refund Workflows
Automated refund workflows are implemented to streamline processing, minimize manual intervention, and ensure compliance with timelines.
Refund requests are tracked through a centralized system, with audit trails for all actions taken.
14.3. Escalations
Unresolved or delayed refund requests are automatically escalated to higher management for expedited resolution.
Customers are informed of escalation status and expected resolution timelines.
15. Policy Updates, Versioning, and Effective Date
The Company reserves the right to update or modify this Policy at any time to reflect changes in legal requirements, business operations, or industry best practices.
Any changes to the Policy will be communicated via the Company’s website, app, and/or email notifications, with the revised effective date clearly indicated.
Continued use of the Company’s services after the effective date of any policy update constitutes acceptance of the revised terms.
Customers are encouraged to review the Policy periodically for updates.
Effective Date: This version of the Cancellation and Refund Policy is effective as of 5 February 2026.
16. Templates and Wording: Client-Friendly and Legally Sound Language
All customer-facing communications, including booking confirmations, invoices, and policy summaries, use clear, concise, and jargon-free language. Key points are highlighted for easy reference, and customers are directed to the full Policy for detailed terms. Sample wording includes:
“You may cancel your booking up to 24 hours before the scheduled service for a full refund, less any non-refundable charges.”
“Advance payments for custom orders are non-refundable once procurement has commenced.”
“Refunds are processed to your original payment method within 7–14 business days after approval.”
“For any grievances, please contact our Grievance Redressal Officer at [email/phone].”
17. Policy Acknowledgment
By booking or availing any service from One Stop Service, the customer acknowledges having read, understood, and agreed to the terms of this Cancellation and Refund Policy.
18. Contact Information
For all cancellation, refund, or grievance-related queries, please contact:
Customer Support: help@onestopservice.in
Contact: +918600511833
Registered Office: Moshi, Pune. 412105
19. Conclusion
One Stop Service is committed to delivering high-quality, reliable, and transparent services to its customers across India. This Cancellation and Refund Policy is designed to provide clarity, fairness, and legal compliance, ensuring that both customers and the Company are protected in all transactions. By adhering to the highest standards of consumer protection and operational excellence, One Stop Service aims to build lasting trust and satisfaction among its diverse clientele.