REFUND & CANCELLATION POLICY

Table of Contents

1.  Introduction

This Refund & Cancellation Policy (the “Policy”) is issued by PRNV Services (“PRNV Services”, the “Platform”, “we”, “us”, or “our”) and sets out the principles, procedures, and timelines that govern the cancellation of service requests and the consideration of refund requests across all digital platforms and services operated by PRNV Services and made available at www.prnvservices.com.

PRNV Services is a technology-enabled platform that connects users seeking services (“Users” or “Customers”) with independent third-party service providers (“Service Professionals”) through a unified, transparent, and easy-to-use digital interface. We are committed to fair practices, accurate communication, customer satisfaction, and the responsible, lawful handling of every cancellation and refund request received through our channels.

This Policy should be read together with our Terms & Conditions, Privacy Policy, and any other policies published on the Platform, all of which are incorporated herein by reference. By accessing or using the Platform, you acknowledge that you have read, understood, and agreed to be bound by this Policy.

2.  Purpose of This Refund & Cancellation Policy

The purpose of this Policy is to:

•     Explain how Users may submit, modify, reschedule, or cancel a service request through the Platform;

•     Set out the circumstances in which a refund may or may not be considered, and the criteria applied when reviewing refund requests;

•     Describe the review, verification, communication, and resolution procedures followed by PRNV Services in a fair and transparent manner;

•     Establish clear, accessible grievance redressal and escalation channels for Users and Service Professionals; and

•     Affirm the commitment of PRNV Services to transparency, fairness, customer support, fraud prevention, and compliance with applicable Indian laws and regulations.

This Policy is intended to provide clarity and confidence to Customers, Service Professionals, business partners, regulatory authorities, and legal reviewers regarding the responsible handling of cancellation and refund matters on the Platform.

3.  Scope and Applicability

3.1  Platforms covered. This Policy applies to all digital platforms and services operated by PRNV Services, including, without limitation, the website, mobile applications, customer portals, online services, communication channels, and digital content and technology platforms through which Users interact with the Platform.

3.2  Persons covered. This Policy applies to all Users, Customers, Service Professionals, and other persons who access, browse, register on, or transact through the Platform.

3.3  Service requests covered. This Policy applies to cancellation and refund matters arising in connection with service requests initiated, managed, or facilitated through the Platform, to the extent payments (if any) for such requests are processed through the Platform’s authorised payment facilitation channels.

3.4  Independent arrangements. Where a User and a Service Professional transact, settle, or arrange payments directly and outside the Platform’s facilitated channels, such arrangements are governed by the terms agreed between those parties, and PRNV Services bears no responsibility for refunds or cancellations relating to them.

4.  Definitions

For the purposes of this Policy, the following terms shall have the meanings set out below:

4.1  “Platform” means, collectively, the website, mobile applications, customer portals, online services, communication channels, and digital content and technology platforms operated by PRNV Services.

4.2  “User” or “Customer” means any natural or legal person who accesses or uses the Platform to discover, request, or engage services.

4.3  “Service Professional” means an independent third-party service provider, technician, professional, vendor, or business listed on the Platform who offers services to Users in their own capacity.

4.4  “Service Request” or “Booking” means a request placed by a User through the Platform to engage a Service Professional for a particular service.

4.5  “Cancellation” means the withdrawal or termination of a Service Request before its completion, whether initiated by the User, the Service Professional, or the Platform.

4.6  “Refund” means the return, in whole or in part, of an eligible amount paid by a User through the Platform’s facilitated payment channels, subject to the terms of this Policy.

4.7  “Review” or “Verification” means the assessment carried out by PRNV Services to determine the eligibility and validity of a cancellation or refund request, including the examination of supporting information.

4.8  “Circumstances Beyond Reasonable Control” means events described in Section 12 of this Policy.

4.9  “Grievance Officer” means the officer designated by PRNV Services to receive and address complaints in accordance with applicable law and Section 21 of this Policy.

5.  Nature of Platform Services

5.1  Technology-enabled intermediary. PRNV Services operates as a technology-enabled intermediary and facilitation platform. The Platform provides digital infrastructure that enables Users to discover, connect with, and request services from independent Service Professionals.

5.2  Services rendered by Service Professionals. All services made available through the Platform are rendered solely by independent Service Professionals in their own capacity. PRNV Services does not itself perform, supervise, or guarantee the underlying services and is not a party to the service arrangement between a User and a Service Professional.

5.3  Effect on refunds and cancellations. Because the underlying services are delivered by independent Service Professionals, the outcome of any refund or cancellation request may depend on the nature of the service request, its stage of fulfilment, the conduct of the parties, and the verification undertaken by PRNV Services. The Platform’s role is limited to fair facilitation, review, and coordination as described in this Policy.

6.  Cancellation Policy Overview

PRNV Services recognises that plans change and that a Service Request may need to be cancelled. We have therefore established clear, transparent, and good-faith procedures for handling cancellations. A cancellation may be initiated in three ways:

•     User-Initiated Cancellation — a cancellation requested by the User (see Section 7);

•     Service Professional-Initiated Cancellation — a cancellation arising from the Service Professional (see Section 8); and

•     Platform-Initiated Cancellation — a cancellation effected by PRNV Services in limited, justified circumstances (see Section 9).

All cancellations are handled in a manner consistent with transparency, fairness, applicable terms, and operational circumstances, and any associated refund is considered in accordance with the refund provisions of this Policy.

7.  User-Initiated Cancellation Requests

7.1  Right to request cancellation. A User may request the cancellation of a Service Request through the cancellation options provided on the Platform or through the Platform’s designated communication channels.

7.2  Timing of the request. The treatment of a User-initiated cancellation, and the consideration of any associated refund, may depend on the time of the request relative to the scheduled service, the stage of fulfilment, and any cancellation window communicated to the User at the time of the Service Request.

7.3  Cancellations before commencement. Where a User cancels a Service Request before the Service Professional has commenced travel or work, the request will ordinarily be processed with minimal or no deduction, subject to verification and applicable terms.

7.4  Late cancellations. Where a User cancels after the Service Professional has commenced travel, mobilised resources, procured materials, or begun work, the cancellation may be subject to reasonable adjustments reflecting the costs and efforts already incurred, and may result in a partial or no refund.

7.5  Supporting information. PRNV Services may request reasonable information to verify and process a User-initiated cancellation request, including the reason for cancellation and any relevant communications.

8.  Service Professional-Initiated Cancellations

8.1  Cancellation by a Service Professional. A Service Professional may, in certain circumstances, be unable to fulfil a confirmed Service Request due to unavailability, capacity constraints, or other genuine reasons.

8.2  User protection. Where a Service Professional cancels a confirmed Service Request and the User has made a payment through the Platform’s facilitated channels for services not rendered, PRNV Services will, upon verification, facilitate the consideration of an appropriate refund to the User in accordance with this Policy.

8.3  Alternative facilitation. Where feasible and where the User so desires, PRNV Services may assist the User in identifying and connecting with an alternative available Service Professional for the same requirement.

8.4  Fair handling. PRNV Services handles Service Professional-initiated cancellations with the objective of protecting the legitimate interests of Users while observing fairness toward Service Professionals.

9.  Platform-Initiated Cancellations

9.1  Limited circumstances. PRNV Services may cancel or decline to facilitate a Service Request in limited and justified circumstances, including where: (a) the request appears to be fraudulent, abusive, or in violation of applicable terms or law; (b) verification of the User or the request cannot reasonably be completed; (c) a technical, operational, or security issue affects the request; or (d) Circumstances Beyond Reasonable Control prevent fulfilment.

9.2  Notification. Where PRNV Services initiates a cancellation, it will endeavour to notify the affected User through the Platform’s communication channels and to explain, to the extent appropriate, the reason for the cancellation.

9.3  Refund consideration. Where a Platform-initiated cancellation relates to services not rendered and a payment has been made through the Platform’s facilitated channels, an appropriate refund will be considered in accordance with this Policy, except where the cancellation arises from fraud, misuse, or violation of applicable terms by the User.

10.  Cancellation Request Procedures

To request a cancellation, a User should follow the procedure below:

10.1  Step 1 — Submission. Submit the cancellation request through the cancellation option available on the relevant Service Request within the Platform, or through the Platform’s designated communication channels, identifying the Service Request and the reason for cancellation.

10.2  Step 2 — Acknowledgement. PRNV Services will acknowledge receipt of the cancellation request through the Platform’s communication channels.

10.3  Step 3 — Review and verification. PRNV Services will review and verify the request, taking into account the stage of fulfilment, applicable terms, and any supporting information.

10.4  Step 4 — Decision and communication. PRNV Services will communicate the outcome of the cancellation request and, where applicable, the treatment of any associated refund.

11.  Service Request Modifications and Rescheduling

11.1  Modifications. A User may request reasonable modifications to a Service Request, such as changes to the scope, date, time, or location, subject to the availability of the Service Professional and applicable terms.

11.2  Rescheduling. Where a User wishes to reschedule rather than cancel, PRNV Services will, where feasible, facilitate rescheduling as a preferred alternative to cancellation, subject to availability and reasonable notice.

11.3  Effect on refunds. A successful modification or rescheduling may reduce or remove the need for a cancellation and any associated refund, depending on the circumstances and applicable terms.

12.  Circumstances Beyond Reasonable Control

12.1  Force majeure events. Neither PRNV Services nor a Service Professional shall be considered in default for any failure or delay in performance caused by circumstances beyond reasonable control, including, without limitation, acts of God, natural disasters, floods, fire, epidemic or pandemic, governmental orders or restrictions, civil disturbance, strikes, failure of utilities or telecommunications, internet or payment-system outages, cyber-attacks, or any other event that could not reasonably have been foreseen or prevented.

12.2  Effect on requests. Where a Service Request cannot be fulfilled due to such circumstances, PRNV Services will, in good faith, facilitate rescheduling or the consideration of an appropriate refund for services not rendered, subject to verification and applicable terms.

13.  Communication and Notification Procedures

13.1  Channels. PRNV Services communicates with Users and Service Professionals regarding cancellation and refund matters through the Platform’s communication channels, which may include in-app notifications, email, SMS, or other electronic means.

13.2  Accurate communication. PRNV Services is committed to accurate, clear, and timely communication and notification practices in respect of the status and outcome of cancellation and refund requests.

13.3  User responsibility for contact details. Users and Service Professionals are responsible for maintaining accurate and current contact details so that notifications can be reliably delivered.

14.  Review and Resolution Process

14.1  Fair review. Every cancellation and refund request is reviewed fairly, objectively, and on its own merits, taking into account the nature of the Service Request, the stage of fulfilment, applicable terms, supporting information, and the conduct of the parties.

14.2  Verification. PRNV Services may carry out reasonable verification, including requesting supporting information necessary to assess the request.

14.3  Resolution. PRNV Services endeavours to resolve cancellation and refund requests promptly and to communicate decisions transparently.

15.  Refund Policy Overview

PRNV Services is committed to the fair and transparent handling of refund requests. Refunds, where applicable, relate to eligible amounts paid by a User through the Platform’s facilitated payment channels for services that were not rendered or were not rendered in accordance with the confirmed Service Request. Every refund request is subject to review, verification, applicable terms, and operational circumstances, as described in this Section and the Sections that follow.

16.  Refund Eligibility Criteria

A refund request may be considered eligible where one or more of the following circumstances apply, subject to verification:

•     The Service Request was cancelled before commencement and a payment was made through the Platform’s facilitated channels;

•     The Service Professional was unable to render the service and the User had paid for services not rendered;

•     A confirmed service was not delivered, or was materially not delivered in accordance with the confirmed Service Request, as established through verification;

•     A duplicate or erroneous payment was made through the Platform’s facilitated channels; or

•     A Platform-initiated cancellation occurred in respect of services not rendered, otherwise than due to the User’s fraud, misuse, or violation of applicable terms.

Eligibility under this Section does not, by itself, guarantee a refund. Each request remains subject to review, verification, applicable terms, and the outcome of the assessment.

17.  Non-Refundable Circumstances

Subject to applicable law, a refund may not be available in circumstances including, without limitation, the following:

•     Services that have been substantially or fully rendered in accordance with the Service Request;

•     Cancellations requested after the applicable cut-off or window, or after the Service Professional has incurred reasonable costs or efforts;

•     Amounts attributable to work already performed, materials already procured, or travel already undertaken;

•     Requests arising from the User’s unavailability at the scheduled time, inaccurate information provided by the User, or conditions at the User’s premises;

•     Statutory levies, taxes, or third-party charges that are non-recoverable;

•     Requests that are found, upon verification, to be fraudulent, abusive, exaggerated, or in violation of applicable terms; and

•     Arrangements settled directly between the User and the Service Professional outside the Platform’s facilitated channels.

18.  Refund Request Procedures

To request a refund, a User should follow the procedure below:

18.1  Step 1 — Submission. Submit the refund request through the Platform or the designated communication channels, identifying the relevant Service Request, the amount in question, and the reason for the request.

18.2  Step 2 — Supporting information. Provide any supporting information reasonably requested by PRNV Services to enable verification, such as the reason for the request and relevant communications or records.

18.3  Step 3 — Acknowledgement. PRNV Services will acknowledge receipt of the refund request through the Platform’s communication channels.

18.4  Step 4 — Review. PRNV Services will review and verify the request in accordance with Section 19.

18.5  Step 5 — Decision and processing. PRNV Services will communicate the decision and, where a refund is approved, process it in accordance with Sections 20 and 21.

19.  Verification and Review Process

19.1  Assessment. Upon receiving a refund request, PRNV Services assesses the request against the eligibility criteria, the non-refundable circumstances, applicable terms, and the supporting information provided.

19.2  Right to request information. PRNV Services reserves the right to request supporting information reasonably necessary to process a cancellation or refund request, and to decline requests that cannot be verified or that are found to be fraudulent, frivolous, or in violation of applicable terms.

19.3  Coordination. Where a refund relates to services rendered by a Service Professional, PRNV Services may coordinate with the relevant Service Professional as part of the review, consistent with its role as a facilitation platform.

20.  Refund Processing Timelines

20.1  Initiation. Where a refund is approved, PRNV Services will endeavour to initiate the refund within a reasonable period, ordinarily within seven (7) to fourteen (14) business days from the date of approval, subject to verification and applicable terms.

20.2  Credit to original method. Approved refunds are ordinarily processed to the original payment method used for the relevant transaction, unless otherwise agreed or required.

20.3  Third-party timelines. The time taken for a refund to reflect in the User’s account depends on banks, card networks, payment systems, and payment partners, over which PRNV Services has no control. PRNV Services shall not be responsible for delays attributable to such third parties.

21.  Communication of Decisions

21.1  Outcome. PRNV Services communicates the outcome of cancellation and refund requests through the Platform’s communication channels in a clear and timely manner.

21.2  Reasons. Where a request is declined, PRNV Services will, to the extent appropriate, provide the reason for the decision and information regarding the available escalation and grievance redressal options.

22.  Dispute Resolution and Grievance Redressal

PRNV Services is committed to the prompt, fair, and transparent resolution of any concern, complaint, or dispute relating to cancellations or refunds. The following channels are available:

22.1  Customer Support

In the first instance, Users and Service Professionals may raise a concern through the Platform’s customer support channels using the contact details set out in Section 29.

22.2  Grievance Redressal

If a concern is not satisfactorily resolved through customer support, it may be escalated to the Grievance Officer designated by PRNV Services. The Grievance Officer is responsible for receiving, reviewing, and addressing grievances in accordance with applicable law.

22.3  Communication Procedures

Grievances should be submitted in writing through the designated channels and should clearly identify the relevant Service Request, the nature of the concern, and any supporting information. PRNV Services will endeavour to acknowledge a grievance within a reasonable period and to resolve it within the timelines prescribed under applicable law.

22.4  Escalation Process

Where a grievance remains unresolved after review by the Grievance Officer, the complainant may escalate the matter in accordance with the escalation procedure communicated by PRNV Services and the remedies available under applicable Indian law. PRNV Services endeavours to handle all escalations fairly, objectively, and in good faith.

23.  Fraud Prevention and Misuse Prevention Measures

23.1  Commitment. PRNV Services is committed to protecting the integrity of its cancellation and refund processes and to preventing fraud, abuse, and misuse.

23.2  Measures. PRNV Services may undertake reasonable measures to detect and prevent fraudulent or abusive cancellation and refund activity, including verification of requests, examination of supporting information, monitoring of patterns of activity, and cooperation with payment partners and relevant authorities.

23.3  Consequences of misuse. Where a cancellation or refund request is found to be fraudulent, abusive, or in violation of applicable terms, PRNV Services reserves the right to decline the request and to take appropriate action in accordance with its policies and applicable law.

24.  User Responsibilities

To enable fair and efficient handling of cancellation and refund requests, Users are responsible for:

•     Providing accurate, complete, and current information when placing a Service Request and when submitting a cancellation or refund request;

•     Submitting cancellation or refund requests promptly and through the designated channels;

•     Cooperating with reasonable verification requests and providing supporting information where required;

•     Acting in good faith and refraining from fraudulent, abusive, or frivolous requests; and

•     Maintaining accurate contact details to receive notifications and communications.

25.  Service Professional Responsibilities

Service Professionals listed on the Platform are responsible for:

•     Honouring confirmed Service Requests to the extent reasonably possible and communicating promptly where they are unable to do so;

•     Cooperating with PRNV Services in the review and verification of cancellation and refund requests;

•     Providing accurate information regarding the status and fulfilment of a Service Request; and

•     Acting fairly, professionally, and in good faith toward Users and the Platform.

26.  Privacy and Data Protection

26.1  Lawful processing. Information collected in connection with cancellation and refund requests is processed in accordance with our Privacy Policy and applicable Indian data-protection law, including the Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000 and the rules made thereunder.

26.2  Purpose limitation. Such information is used only for the purposes of reviewing, verifying, processing, and resolving cancellation and refund requests, for fraud prevention, and for compliance with applicable law.

26.3  Security. PRNV Services implements reasonable security practices and procedures to protect the information handled in connection with cancellation and refund requests.

27.  Compliance with Applicable Laws

27.1  Statutory framework. This Policy is framed in accordance with applicable Indian laws and regulations, including, as relevant, the Information Technology Act, 2000 and the rules made thereunder; the Indian Contract Act, 1872; the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020; the Digital Personal Data Protection Act, 2023; and other applicable statutes, rules, and regulations in force from time to time.

27.2  Cooperation with authorities. PRNV Services is committed to cooperating with applicable legal and regulatory requirements and with lawful requests from competent authorities in connection with cancellation and refund matters.

27.3  Consumer rights. Nothing in this Policy is intended to limit or exclude any right available to a User under applicable consumer-protection law.

28.  Amendments and Updates

28.1  Right to amend. PRNV Services may amend, revise, or update this Policy from time to time to reflect changes in its practices, operational circumstances, or applicable law, as part of its commitment to the continuous improvement of its cancellation and refund processes.

28.2  Publication. Updated versions of this Policy will be published on the Platform with effect from the date of publication or such other date as may be specified. Users are encouraged to review this Policy periodically.

28.3  Continued use. Continued use of the Platform after the publication of an updated Policy constitutes acceptance of the updated Policy, to the extent permitted by applicable law.

29.  Governing Law and Jurisdiction

29.1  Governing law. This Policy and any matter arising out of or in connection with it shall be governed by and construed in accordance with the laws of the Republic of India.

29.2  Jurisdiction. Subject to any applicable dispute-resolution or grievance procedure and to the rights available under applicable consumer-protection law, the courts at Hyderabad, Telangana, India shall have jurisdiction over any matter arising out of or in connection with this Policy.

30.  Important Disclaimer

31.  Our Commitment

PRNV Services reaffirms its commitment to transparency, fairness, and responsible customer support practices in the handling of every cancellation and refund request. We are dedicated to accurate communication, robust fraud and misuse prevention, accessible grievance redressal, and full cooperation with applicable legal and regulatory requirements.

As a technology-enabled platform, PRNV Services will continue to review and improve its cancellation and refund processes so that Users, Service Professionals, business partners, and regulatory stakeholders can engage with our digital platforms and services with clarity, confidence, and trust.

32.  Contact Information

For any questions, concerns, cancellation requests, refund requests, or grievances relating to this Policy, please contact us through the channels below: