SpeakyHome Refund Policy
Effective Date: 25 Oct 2025
At SpeakyHome, we strive to deliver high-quality home services while ensuring fair treatment of both our Customers and Service Partners. This Refund Policy explains the circumstances under which refunds, re-services, cancellations, and compensation may be applicable.
By booking any service through SpeakyHome, you agree to this Refund Policy, our Terms & Conditions, and Privacy Policy.
1. Booking Cancellation
1.1 Cancellation Before Partner Allocation
• If a booking is cancelled before a Service Partner has been assigned, the customer is eligible for a 100% refund of the amount paid.
1.2 Cancellation After Partner Allocation
• If a Service Partner has already been assigned and has started travelling to the service location, SpeakyHome may deduct a Partner Compensation Fee, Travel Charges, or Convenience Fee before processing any eligible refund.
1.3 Cancellation After Partner Arrival
• If the booking is cancelled after the Service Partner reaches the service location, an applicable Inspection/Visit Charge shall be deducted.
• Any remaining eligible amount shall be refunded after deducting applicable charges.
1.4 Cancellation After Service Start
Once the customer shares the Service Start OTP, the service is considered officially commenced.
After the service has started:
• No refund shall be issued for the completed portion of the service.
• If the customer voluntarily stops or discontinues the service, charges for work already completed, labour, materials (if any), and applicable visit charges shall remain payable.
• Partial refunds, if any, shall be solely determined by SpeakyHome after reviewing the work completed.
2. Customer Unavailability
If the customer:
• is unavailable,
• does not answer calls,
• refuses entry,
• delays the service unreasonably, or
• is otherwise unable to receive the booked service,
then:
• The Service Partner will wait for a reasonable period.
• The booking may be marked as cancelled.
• Applicable waiting charges, visit charges, travel charges, or partner compensation charges may be deducted.
3. Rescheduling Policy
• Customers may reschedule bookings subject to Service Partner availability.
• Multiple last-minute reschedules may attract applicable rescheduling charges.
• SpeakyHome reserves the right to decline repeated rescheduling requests that adversely affect Service Partner availability.
4. Quality-Related Complaints
If a customer believes that the service quality was unsatisfactory:
• The complaint must be reported within the applicable warranty or complaint period.
• SpeakyHome may investigate using photographs, videos, GPS logs, OTP records, call recordings, job reports, customer communications, and physical inspection (where required).
After verification, SpeakyHome may:
• Provide a free re-service;
• Provide a corrective service;
• Offer a partial refund;
• Offer a full refund; or
• Reject the claim if the service has been delivered according to the agreed scope.
The final decision shall rest solely with SpeakyHome after investigation.
5. No Refund for Partial or Dissatisfactory Services
• Customer dissatisfaction alone does not automatically qualify for a refund.
• Refunds shall not be granted merely because the customer changes their mind after the service has started.
• If service quality concerns are genuine, SpeakyHome may first offer a free re-service or corrective service before considering any refund.
• No refund shall be issued where the customer voluntarily discontinues the service after work has started.
• No refund shall be issued where the remaining work cannot be completed due to customer instructions, refusal, denial of access, or customer unavailability.
• SpeakyHome reserves the right to reject refund requests that are false, misleading, abusive, fraudulent, or intended to obtain free services.
6. Situations Where Refunds Are Not Applicable
Refunds shall generally not be applicable in the following situations:
• Change of mind after service commencement.
• Incorrect address or contact details provided by the customer.
• Customer unavailable at the scheduled time.
• Denial of entry to the Service Partner.
• Delay caused by the customer.
• Customer refuses to continue after service has started.
• Additional work declined after inspection.
• Existing damage not caused by the Service Partner.
• Dissatisfaction based solely on personal preference despite the agreed scope being completed.
• Service completed successfully with Job Completion OTP confirmation.
7. Protection of Service Partners
SpeakyHome is committed to protecting its Service Partners against unfair practices.
Accordingly:
• Customers shall not misuse the refund process to avoid paying for completed work.
• Abuse, threats, harassment, discrimination, intimidation, or unsafe behaviour toward Service Partners will not be tolerated.
• False or fraudulent refund claims may result in:
o rejection of the refund request;
o suspension of the customer account;
o permanent blocking from SpeakyHome;
o disabling Cash on Delivery (COD);
o recovery of financial losses through lawful means.
8. Service Verification & Security Measures
8.1 Service Start OTP
• Service officially begins only after the customer shares the Service Start OTP.
• Sharing the OTP confirms that the Service Partner has arrived and the customer has authorized commencement of work.
8.2 Before & After Photos
• Service Partners may capture mandatory before-and-after photographs for quality assurance, dispute resolution, audits, and training purposes.
8.3 Video Recording
For selected services including:
• AC Service
• Solar Panel Cleaning
• Water Tank Cleaning
• Deep Cleaning
• Kitchen Cleaning
• Sofa Cleaning
• Premium Services
Service Partners may record videos before, during, or after service completion for quality verification and dispute resolution.
8.4 GPS Verification
SpeakyHome may verify:
• Partner arrival time
• Service duration
• Completion time
through GPS records collected by the Partner App.
8.5 Call & Chat Records
Customer support calls, chats, emails, WhatsApp conversations, and other communications may be recorded and retained for:
• quality monitoring;
• fraud prevention;
• dispute resolution;
• training;
• legal compliance.
8.6 Job Completion OTP
• Sharing the Job Completion OTP confirms successful completion of the booked service.
• After Completion OTP verification, the service shall be treated as accepted by the customer, subject only to applicable warranty claims.
9. Refund Processing
If a refund is approved:
• Initial review is generally completed within 24–48 business hours.
• Approved refunds are generally processed within 5–7 business days.
• Actual credit timelines depend upon the customer’s bank, payment gateway, UPI provider, or card issuer.
10. Refund Method
Approved refunds shall ordinarily be credited to:
• the original payment method used for booking; or
• the customer’s SpeakyHome Wallet, where technically required or otherwise permitted.
Cash refunds shall generally not be provided.
11. Non-Refundable Charges
Where applicable, the following charges are non-refundable:
• Platform Convenience Fee
• Inspection Charges
• Visit Charges
• Partner Travel Charges
• Emergency Booking Charges
• Premium Time Slot Charges
• Material Costs already consumed
• Payment Gateway Charges (where legally permissible)
12. Force Majeure
SpeakyHome shall not be responsible for delays, rescheduling, cancellations, or inability to provide services due to circumstances beyond its reasonable control, including but not limited to:
• Natural disasters
• Floods
• Earthquakes
• Fire
• Government restrictions
• Curfews
• Internet or telecom failures
• Labour strikes
• Severe weather conditions
• Civil unrest
• Pandemic or epidemic situations
13. Investigation & Final Decision
Every refund request shall be investigated individually using available evidence including:
• Booking history
• GPS logs
• Start & Completion OTP records
• Before & After photographs
• Videos
• Service reports
• Call recordings
• Chat history
• Customer and Partner statements
• Any other relevant evidence
SpeakyHome reserves the sole and absolute discretion to:
• approve a refund;
• approve a partial refund;
• provide a free re-service;
• provide corrective service;
• reject the claim.
The decision of SpeakyHome shall be final, subject to applicable laws.
14. Policy Updates
SpeakyHome reserves the right to amend, modify, or update this Refund Policy at any time without prior notice. The latest version published on the SpeakyHome website or mobile application shall prevail.
By booking or using any service offered through SpeakyHome, the customer acknowledges that they have read, understood, and agreed to this Refund Policy.