Refund & Cancellation Policy

Refund, Cancellation and Rescheduling Policy

Effective Date: 20 October 2026

Platform Name: OjiOne

Official Website: https://ojione.com

At OjiOne, we aim to make booking and service discovery convenient, transparent, and straightforward. We understand that plans can change, services may occasionally become unavailable, and payment or booking issues may arise.

This Refund, Cancellation and Rescheduling Policy explains the conditions under which customers may request cancellations, changes, or refunds for services and products accessed through OjiOne.

OjiOne is a multi-service platform offering or facilitating access to categories such as home cleaning, vehicle cleaning, Stay Finder, rental services, and state-specialized traditional clothing. Because each category involves different service requirements and fulfilment arrangements, cancellation and refund eligibility may vary by category and by the terms displayed when a booking or order is placed.

Customers are encouraged to read the applicable service details and cancellation conditions before confirming a booking or completing a payment.

1. Purpose and Scope

This policy applies to eligible bookings, orders, reservations, and transactions made through OjiOne, subject to the terms applicable to the relevant service.

It covers:

• Customer-requested cancellations.
• Cancellation initiated by OjiOne or a service provider.
• Rescheduling and changes to confirmed bookings.
• Refund eligibility and processing.
• Failed, pending, duplicate, and incorrectly processed payments.
• Service-related complaints and incomplete fulfilment.
• Home cleaning and vehicle cleaning appointments.
• Stay Finder and accommodation reservations.
• Rental bookings and applicable deposits.
• Traditional clothing, product orders, and related deliveries.

This policy must be read together with the OjiOne Terms and Conditions, Privacy Policy, and any service-specific cancellation, refund, return, or exchange conditions presented during the booking or ordering process.

2. General Cancellation Principles

Customers may request cancellation where cancellation is available for the selected service or product.

• Cancellation eligibility depends on the service category, booking status, provider conditions, and applicable policy.
• Some services may allow cancellation without a charge within a specified period.
• Other services may have disclosed cancellation charges or restrictions, particularly after fulfilment preparations have begun.
• Customized, made-to-order, dispatched, completed, or time-sensitive services may have different cancellation conditions, subject to applicable law.
• A cancellation request is not necessarily complete until it has been acknowledged or processed through the applicable booking procedure.
• Any applicable cancellation charge must be consistent with the conditions disclosed to the customer and applicable law.

Customers should submit cancellation requests as early as reasonably possible to reduce inconvenience to service providers and avoid charges that may lawfully apply.

3. How to Request a Cancellation

To request cancellation, customers should use the booking management, account, or customer support facility available on OjiOne.

Please provide the following information where applicable:

• Customer name or relevant account identifier.
• Booking or order reference number.
• Service category or product name.
• Date and time of the booking or transaction.
• Reason for cancellation, where requested.
• Payment transaction reference, if payment has already been made.

After receiving a cancellation request, the relevant booking status and applicable conditions may be reviewed. Customers should retain any cancellation confirmation or support reference for future communication.

Submitting a cancellation request does not automatically guarantee a refund. Refund eligibility will be determined according to the applicable service terms, the status of fulfilment, the circumstances of the request, and applicable law.

4. Home Cleaning Services – Cancellation and Refunds

Home cleaning appointments may require advance scheduling, allocation of cleaning professionals, travel arrangements, and preparation of equipment or supplies.

Customers requesting cancellation should notify OjiOne or the relevant service provider through the available support mechanism as early as possible.

• Before Confirmation: If a request has not been accepted or confirmed, any payment collected will be reviewed according to the applicable payment and refund conditions.
• Advance Cancellation: Cancellation may be permitted without a charge where the applicable booking policy allows it.
• Late Cancellation: A disclosed cancellation charge may apply where permitted by law and where the relevant conditions were communicated before confirmation.
• Provider Unavailability: If the confirmed service cannot be provided by the responsible provider, the customer may be offered rescheduling or an applicable refund.
• Incomplete Service: If the agreed service is not completed, the circumstances may be reviewed to determine an appropriate remedy under the applicable terms and law.

Refund eligibility may depend on whether the service has started, whether part of the agreed work has been completed, and whether a valid cancellation or service-failure condition applies.

Customers should ensure that the premises are accessible at the scheduled time. If access is unavailable, the customer cannot be contacted, or the appointment cannot proceed because of customer-provided information, the matter may be reviewed under the applicable booking conditions.

5. Vehicle Cleaning Services – Cancellation and Refunds

Vehicle cleaning appointments are subject to the selected service package, schedule, location, and provider availability.

• Before the Appointment: Customers may request cancellation according to the conditions shown for the selected package.
• Late Cancellation: A disclosed and lawful cancellation charge may apply where the provider has made arrangements for the appointment.
• Provider Cancellation: If the confirmed service cannot be delivered by the responsible provider, rescheduling or an applicable refund may be offered.
• Service Not Performed: If no service has been delivered and the transaction is eligible for a refund, the payment will be reviewed for reimbursement.
• Service Quality Concerns: Customers should report concerns promptly, with the booking reference and a description of the issue, so that the matter can be reviewed.

Where only part of a service has been performed, any refund or other remedy will depend on the agreed scope, the facts of the complaint, the applicable policy, and legal requirements.

6. Stay Finder – Accommodation Cancellation and Refunds

Accommodation bookings may be subject to property-specific cancellation rules, reservation conditions, check-in requirements, occupancy limits, and payment arrangements.

Before completing an accommodation reservation, customers should carefully review the cancellation terms displayed for the selected property or booking.

• Flexible Reservations: Eligible cancellations may qualify for a refund when submitted within the stated cancellation period.
• Restricted or Non-Refundable Reservations: Some reservation types may have limited or no voluntary cancellation refunds, subject to applicable law and the terms disclosed before purchase.
• Property Cancellation: If the accommodation provider cancels a confirmed reservation, the customer may be offered alternative arrangements or an applicable refund.
• Incorrect Listing or Material Discrepancy: A reported issue may be reviewed against the booking description, the actual circumstances, and applicable consumer protection requirements.
• Customer No-Show: Failure to arrive or check in may be subject to the property-specific no-show policy disclosed before confirmation.

Refunds for accommodation may be subject to the applicable property terms and the status of the reservation. Any refund or remedy required by applicable law will remain available regardless of a conflicting general statement in this policy.

Customers should contact support promptly if they experience a material problem with a confirmed reservation.

7. Rental Services – Cancellation and Refunds

Rental bookings may involve reserved inventory, deposits, delivery or collection arrangements, and specific usage periods. Cancellation and refund eligibility therefore depends on the applicable rental agreement and listing conditions.

• Before the Rental Begins: Cancellation may be available under the stated rental policy.
• Late Cancellation: A disclosed and lawful charge may apply where permitted by the rental terms.
• Provider Cancellation: If a confirmed rental cannot be supplied by the responsible provider, an applicable refund or alternative arrangement may be offered.
• Refundable Deposits: Eligible deposits will be reviewed for return after accounting for any lawful, disclosed, and properly supported deductions.
• Damage or Loss: Any deduction for damage, loss, or other rental-related liability must be assessed under the relevant agreement and applicable law.
• Early Return: A refund for unused rental time is not automatic and will depend on the applicable rental terms and legal requirements.

Customers should review the rental duration, deposit conditions, return requirements, late fees, and cancellation provisions before confirming a rental.

OjiOne does not promise that every rental deposit or unused rental charge will be refundable. The actual entitlement depends on the relevant transaction terms and applicable law.

8. State-Specialized Dresses and Clothing Orders

Clothing and traditional dress orders may be subject to stock availability, size selection, order preparation, dispatch, delivery, and product-specific conditions.

Customers should review the product description, size, colour, material, price, and return or exchange conditions before placing an order.

• Before Order Processing: Cancellation may be available if the order has not entered a stage that restricts cancellation under the disclosed policy.
• After Processing or Dispatch: Cancellation may be limited where fulfilment has progressed, subject to applicable law and the conditions communicated at purchase.
• Customized or Made-to-Order Items: Special cancellation conditions may apply if clearly disclosed before the order is placed, subject to statutory rights.
• Incorrect or Damaged Product: Customers should report an incorrect, damaged, or materially misdescribed product promptly and provide relevant supporting information where reasonably available.
• Size or Preference Issues: Exchanges or refunds depend on the applicable product policy and any mandatory rights under consumer protection law.
• Return Shipping: Responsibility for return shipping costs will depend on the disclosed policy, the reason for return, and applicable law.

Customers should retain the original packaging and relevant order details where a return or exchange is requested. Any hygiene-related or product-specific restriction must be lawful and communicated appropriately; it cannot remove mandatory consumer rights.

9. Cancellation by OjiOne or a Service Provider

In certain circumstances, OjiOne or the responsible service provider may need to cancel or decline a booking.

Possible reasons include:

• Service or product unavailability.
• Unexpected operational or scheduling constraints.
• Incorrect or incomplete booking information.
• Verified payment failure or an unresolved payment issue.
• Safety concerns or inability to fulfil the service as agreed.
• Suspected fraud or misuse of the platform.
• Legal restrictions or circumstances beyond reasonable operational control.

Where a confirmed and paid booking is cancelled by OjiOne or the responsible provider and the customer is entitled to a refund, the applicable amount will be processed according to the transaction terms and applicable law.

Where suitable and available, the customer may be offered rescheduling or an alternative service. An alternative will not be imposed where customer consent is required.

10. Refund Eligibility

A refund may be considered where the relevant transaction and applicable conditions support reimbursement.

Examples may include:

• A qualifying cancellation under the published service policy.
• A confirmed service that the responsible provider cannot fulfil.
• A verified duplicate payment.
• A payment successfully collected for a booking that was not confirmed and is not subsequently fulfilled.
• An approved refund for an eligible service or product complaint.
• A transaction where reimbursement is required by applicable law.

Refunds are not automatically available merely because a customer changes their mind after a service has been completed or a product has been supplied. However, statutory rights and remedies relating to defective products, deficient services, unfair trade practices, or other legally recognized circumstances are not excluded by this policy.

11. Non-Refundable Situations

Subject to applicable law and any specific commitments made at the time of booking, a refund may not be available in certain circumstances, including:

• A service has been properly completed in accordance with the agreed scope and no valid refund ground applies.
• A reservation or booking was expressly identified as non-refundable and the applicable restriction is legally enforceable.
• A customer cancels outside the permitted cancellation period and a lawful, previously disclosed charge applies.
• A customer fails to attend a booking and the applicable no-show conditions lawfully apply.
• A rental is returned early and the agreed rental terms do not provide for reimbursement of unused time.
• A product has been supplied correctly and the applicable return conditions do not permit a change-of-mind return, subject to statutory rights.

This section does not apply where a refund, replacement, compensation, or other remedy is required by applicable law or where the provider has failed to meet a binding service or product obligation.

12. Failed, Pending, or Duplicate Payments

Sometimes a payment may be debited from a customer's account even though the booking status has not updated correctly. Payment confirmation may also be delayed by a bank, payment application, payment gateway, or network issue.

In such circumstances:

• Customers should check the transaction status in their authorized payment application or bank account.
• Customers should retain the transaction reference, date, amount, and any available payment confirmation.
• Customers should avoid repeatedly paying for the same booking until the existing transaction status has been checked, where practicable.
• OjiOne or the relevant payment provider may review the transaction status to determine whether the payment succeeded, failed, was reversed, or requires further investigation.
• Verified duplicate payments or amounts eligible for reimbursement will be handled according to the applicable payment process and law.

Where a payment has been initiated but has not been confirmed, the booking may remain pending until the relevant payment status is verified. A payment initiation message alone does not establish that a transaction has been completed.

13. Refund Processing Time

Once a refund has been approved, the time required for the amount to appear in the customer's account may depend on the payment method, bank, payment provider, transaction status, and applicable legal requirements.

Customers will be informed of the refund status through the available communication or support channel where appropriate.

If an approved refund does not appear within the communicated timeframe, customers should contact support and provide the booking reference and relevant transaction details.

Any stated processing estimate is subject to the relevant payment system's processing requirements and does not override a mandatory statutory deadline.

14. Refund Method

Where practicable and supported by the original payment method, refunds may be processed to the original payment source or through another lawful method agreed with the customer and permitted by the applicable payment arrangement.

• Refunds are subject to transaction verification and eligibility.
• Additional information may be requested when reasonably necessary to identify the transaction or prevent fraud.
• Customers should not share their UPI PIN, banking password, OTP, or payment account password to receive a refund.
• Any alternative refund arrangement must be handled through a legitimate and appropriately authorized process.

OjiOne will not ask a customer to disclose confidential banking credentials as a condition of receiving a refund.

15. Rescheduling Policy

Where supported, customers may request to change the date, time, location, or other booking details before fulfilment.

Rescheduling is subject to:

• Availability of the selected service, property, product, or rental item.
• The provider's operational schedule.
• The notice period and conditions applicable to the original booking.
• Any difference in price or additional charge that is disclosed before confirmation.
• Applicable service-specific terms and consumer protection requirements.

A rescheduling request is not confirmed until accepted through the applicable booking process. If the requested change is unavailable, the customer may consider the cancellation options available under the relevant policy.

16. No-Show and Inaccessible Service Locations

A no-show may occur when a customer does not attend a reservation, is unavailable at the agreed time, or fails to provide the access reasonably required for a scheduled service.

Where a no-show or access failure occurs:

• The responsible provider may record the unsuccessful service attempt.
• The customer may be contacted through the available communication channel.
• Rescheduling may be offered where available.
• A disclosed and lawful no-show or wasted-visit charge may apply where the applicable policy permits it.
• Any refund request will be assessed according to the circumstances, the service terms, and applicable law.

A charge will not automatically apply in every case. Relevant circumstances, provider conduct, communication records, and applicable legal protections may be considered.

17. Service Complaints and Incomplete Fulfilment

If a customer believes that a service was not delivered as agreed, was materially incomplete, or did not match the relevant description, the customer should report the issue through the available support channel.

Where possible, the customer should provide:

• Booking or order reference.
• Date and time of the service.
• A clear description of the issue.
• Relevant photographs or supporting records, where appropriate.
• Details of any communication already exchanged with the provider.

We may review the complaint, request additional information, and coordinate with the relevant provider where necessary.

Depending on the circumstances and applicable law, possible outcomes may include clarification, service correction, rescheduling, partial reimbursement, a full refund, replacement, or another appropriate remedy.

No particular remedy is guaranteed in every case, and no provision of this policy removes rights or remedies available under applicable law.

18. Refunds for Partial Services or Partial Orders

Where only part of a service or order has been fulfilled, the refund decision may take account of:

• The portion of the service or order successfully completed or supplied.
• The agreed scope and price allocation, where available.
• The reason for the incomplete fulfilment.
• Any lawful and disclosed charges applicable to the transaction.
• The remedy required by applicable law.

Any partial refund should be based on the relevant transaction details and applicable policy rather than an arbitrary or undisclosed deduction.

19. Promotional Discounts and Offers

If a booking or order was placed using a promotional code, discount, referral benefit, or other offer, any cancellation or refund will be assessed according to the promotion's conditions and the underlying transaction terms.

The treatment of promotional benefits may depend on whether the promotion was redeemed, whether the transaction was completed, and whether the relevant terms permit restoration or reuse of the benefit.

Any restriction on promotional refunds or reinstatement must be consistent with the terms disclosed at the time of the offer and applicable law.

20. Customer Responsibilities

Customers are responsible for reviewing the relevant booking or product details before confirming a transaction.

• Check the service description, date, time, quantity, address, and other booking details.
• Review applicable cancellation, refund, return, and rescheduling conditions.
• Provide accurate contact and transaction information.
• Submit cancellation or refund requests through the available authorized channels.
• Retain booking confirmations and relevant payment records.
• Cooperate reasonably with legitimate requests needed to investigate a transaction.
• Report payment discrepancies or service issues promptly.
• Protect passwords, OTPs, UPI PINs, and other confidential payment credentials.

21. Fraud Prevention and Misuse

OjiOne may review cancellation and refund requests to identify duplicate claims, false payment confirmations, suspected fraudulent activity, or misuse of promotional offers.

Where there is a reasonable basis to suspect fraud or abuse, the relevant transaction may be reviewed and appropriate action may be taken in accordance with applicable law.

Any refusal, delay, or restriction will be subject to the applicable legal requirements and the customer's statutory rights. A genuine customer complaint or lawful refund request will not be treated as fraudulent solely because it has been submitted.

22. Third-Party Service Providers

Some services available through OjiOne may be fulfilled by independent providers, accommodation operators, rental businesses, or merchants.

Where a third party is responsible for fulfilment, its service-specific cancellation and refund conditions may apply if they were properly communicated and are consistent with applicable law.

OjiOne may coordinate with the relevant provider or payment intermediary to review a cancellation or refund request, depending on its role in the transaction.

The involvement of a third party does not remove any obligation or responsibility that OjiOne has under applicable law.

23. Exceptional Circumstances

Unexpected circumstances, such as severe weather, natural disasters, public emergencies, infrastructure failures, or government restrictions, may affect service availability.

Where such circumstances affect a booking, OjiOne or the responsible provider may consider rescheduling, cancellation, or another appropriate arrangement based on the relevant service terms and applicable law.

This section does not automatically remove refund obligations or other statutory rights that may apply in the particular circumstances.

24. How to Contact OjiOne About a Refund

For cancellation requests, refund enquiries, failed payments, rescheduling, or service complaints, please visit the official OjiOne website and use the available contact or support mechanism.

25. Grievance Redressal

If your concern is not resolved through the normal support process, you may use the applicable grievance-redressal mechanism published by OjiOne.

Where required by applicable law, OjiOne will publish the designated grievance officer's verified contact details and follow the prescribed procedures and response timelines.

Nothing in this policy prevents customers from approaching an appropriate consumer commission, regulatory authority, payment dispute mechanism, or other competent forum where permitted by law.

26. Changes to This Policy

OjiOne may update this Refund, Cancellation and Rescheduling Policy when service categories, operational procedures, payment arrangements, or applicable legal requirements change.

Any revised version will be published on the official website with an updated effective or revision date. Where required by law, appropriate notice will be provided before a material change takes effect.

Changes will not remove rights that have already accrued or override mandatory legal protections where doing so would be unlawful.

27. Applicable Law

This policy is governed by the laws of India, subject to mandatory consumer protection provisions and other applicable legal requirements.

Refund, cancellation, and dispute matters will be handled according to the applicable service terms, the facts of the transaction, and the remedies available under applicable law.

28. Our Commitment to Fair Resolution

OjiOne aims to handle cancellation and refund requests in a clear, consistent, and responsible manner. We recognize that customers may occasionally face changes in plans, service disruptions, booking errors, or payment problems.

Our objective is to review eligible requests fairly, communicate relevant conditions, and facilitate appropriate resolutions according to the applicable service terms and legal requirements.

OjiOne – One Platform. Multiple Services. Better Experiences.

Last Updated: 20 October 2026