This policy governs the cancellation and refund of all services booked on the Halppy Platform, covering Subscription Services, Custom Projects, and Concierge Desk Services.
1. Cancellation by the User (Subscription Services Only)
This section applies only to standard service bookings made under a Subscription Plan.
| Cancellation Timing | Refund Eligibility |
| More than 5 hours before the scheduled service time | Full Refund (minus any payment gateway/administrative charges, if applicable). |
| 5 hours or less before the scheduled service time | No Refund. The entire booking amount will be forfeited. This fee compensates the Service Provider and Halppy for the confirmed slot, preparation, and administrative costs. |
| No-Show by User | No Refund. |
The cancellation request must be made through the Platform or by contacting Customer Support.
2. Cancellation and Refunds for Premium Services
This section governs services that require formal agreements (SOW/SLA) and specific payment mechanisms (Escrow/Retainer).
2.1 Custom Projects & Enterprise Services (SOW & Escrow)
| Action | Refund / Cancellation Condition |
| Cancellation BEFORE SOW is Signed | Full Refund of any initial deposit paid (minus administrative charges). |
| Cancellation AFTER SOW is Signed | The cancellation fee will be governed strictly by the Cancellation Clause detailed within the executed Statement of Work (SOW). |
| Project Management Fee (PM Fee) | Non-Refundable. The PM Fee covers Halppy’s administrative and planning costs and is non-refundable once the SOW is signed, regardless of project completion status. |
| Milestone Funds in Escrow | Funds held in Escrow for a milestone that has not commenced are fully refundable to the User. Funds related to milestones that are complete and approved are non-refundable. |
| Dispute | Any refund or financial adjustment related to work deficiencies is managed through the dispute resolution process defined in the SOW. |
2.2 Concierge Desk & Lifestyle Management (Retainer Services)
| Action | Refund / Cancellation Condition |
| Cancellation of Service | Non-Refundable. The monthly or annual Retainer Fee is paid in advance and is non-refundable once the service period has commenced. |
| Cancellation of Recurring Payment | The User must notify Halppy in writing at least 30 days prior to the next scheduled billing cycle (via Razorpay Subscriptions) to stop the automatic renewal. No partial refunds are granted for the current paid period. |
| Change in Tier | Downgrades in Retainer Tiers (e.g., Chairman to Director) will take effect at the start of the next billing cycle following the 30-day notice period. |
3. Cancellation by Halppy / Service Provider
In the event that a booking is cancelled by the Service Provider or by Halppy due to unavoidable circumstances (e.g., Service Provider unavailability, technical failure, or force majeure events), the User will be entitled to a 100% full refund of the amount paid, with no deductions, excluding the non-refundable PM Fee for Custom Projects.
4. Refund Processing
| Detail | Condition |
| Initiation | All eligible refunds will be initiated by Halppy within 2 business days of the cancellation confirmation. |
| Credit Time | Once initiated, the refunded amount will typically be credited back to the original source of payment (e.g., bank account, credit card) within 7 to 10 working days. This timeframe is dependent on external bank and payment gateway processes. |
| Method | Refunds are strictly processed back to the same payment method used for the original transaction. |
5. Service Quality Disputes (Post-Service)
Halppy will mediate the dispute between the User and the Service Provider.
Any resolution, including a partial or full service refund, will be determined by Halppy on a case-by-case basis and at its sole discretion after a fair investigation, unless a formal SOW or SLA explicitly defines the dispute resolution process.
If a User is dissatisfied with the quality of a completed service, they must raise a complaint with Halppy Customer Support within 24 hours of the service completion time (for Subscription Services).