Our Commitments

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This Cancellation and Refund Policy set forth the terms and conditions governing the cancellation of service bookings and the issuance of refunds on the MOYO platform. As a digital marketplace facilitating connections between users and independent Service Providers, MOYO is committed to maintaining a transparent, fair and consistent operational framework that protects the interests of all stakeholders.

These rules are designed to:

• Ensure that users have clarity on when and how cancellations are permitted.
• Provide a structured process for requesting and receiving refunds.
• Safeguard service Providers from last-minute cancellations and misuse.
• Maintain the integrity and reliability of MOYO’s service ecosystem.

By accessing or using MOYO’s services, users acknowledge and agree to comply with the provisions outlined in this policy. This includes understanding the implications of cancelling a booking, the conditions under which refunds may be granted and the timelines and methods applicable to refund processing.

Any capitalized terms used but not expressly defined in this Cancellation and Refund Policy shall have the meaning assigned to them under MOYO’s Terms and Conditions, which govern your use of the MOYO website and the MOYO mobile application (collectively referred to as the “Platform”).

This Policy applies to all service bookings made through the Platform, whether accessed via desktop, mobile, or any other digital interface. It is intended to be read in conjunction with MOYO’s Terms and Conditions, Privacy Policy and any applicable supplemental terms.

In the event of any conflict between this Policy and other platform documents, the interpretation that best aligns with MOYO’s operational integrity, user protection and applicable law shall prevail.

MOYO reserves the right to update, modify, or amend these rules at its sole discretion. Any changes will be communicated via the platform and will take effect immediately upon publication. Continued use of MOYO’s services following such updates constitutes acceptance of the revised policy.

1. Cancellation by Users

MOYO recognizes that users may occasionally need to cancel service bookings due to unforeseen circumstances. However, to maintain operational efficiency and protect the interests of service Providers, cancellations are governed by the following rules:

1.1 Cancellation Before Confirmation

• Users may cancel a booking at any time before it is confirmed—whether it is an instant service or a scheduled service, without incurring any financial liability or charges.

1.2 Cancellation After Confirmation

• Once a booking is confirmed, cancellation may result in a cancellation fee to compensate for the time, effort, and opportunity cost incurred by the service provider.
• For instant bookings 2% of the booking amount will be charged as the cancellation fee, while for scheduled bookings 50% of the booking amount will be deducted as cancellation charges.
• The cancellation fee may vary depending on reasons attributable to MOYO but not limited to:

• Type of service (e.g., specialized vs. general)
• Geographic location (urban vs. remote areas)
• Time of cancellation (e.g., peak hours vs. off-peak)
• Demand surge (e.g., festival seasons, weekends)

MOYO reserves the right to determine the applicable fee based on these factors and will display the fee transparently at the time of cancellation.

1.3 Last-Minute Cancellations

• For last-minute cancellations, instant bookings will incur a 2% cancellation fee if the service provider has reached the doorstep. If the OTP has been shared with the provider, 100% of the booking amount will be charged.
• For scheduled bookings, 100% of the booking amount will be charged.

1.4 Repeated or Abusive Cancellations

• MOYO monitors cancellation patterns to identify misuse or abuse of the platform.
• Users who frequently cancel bookings, especially after confirmation, may face:

• Temporary suspension of booking privileges
• Revocation of promotional offers or MOYO Credits
• Account review or permanent deactivation, subject to MOYO’s discretion

These measures are intended to uphold service reliability and ensure fair treatment of Providers who rely on MOYO for consistent engagement.

1.5 Non-Customer Cancellation

MOYO reserves the right to cancel a confirmed service booking under circumstances that are not attributable to MOYO, including but not limited to the following:

• The address provided by the user is incorrect, incomplete, or falls outside the serviceable zone.
• The user is unreachable via phone, email or in-app communication at the time-of- service coordination.
• The user fails to provide necessary access, instructions, or authorization for the service to be performed.
• The service location is deemed unsafe, unhygienic or inappropriate by the assigned provider.
• The requested service is unavailable due to unforeseen provider unavailability, equipment failure, or scheduling conflicts.

In such cases:

• If the service cannot be fulfilled, MOYO may cancel the booking and issue a refund of up to 100% of the booking value, depending on the nature of the cancellation and payment status.
• MOYO shall not be liable for any consequential damages arising from such cancellations.

Cancellations initiated by MOYO under this clause do not constitute a breach of contract and are governed by the platform’s operational and safety protocols.

2. Cancellation by Service Providers

MOYO strives to maintain a reliable and provider service experience for all users. However, in rare instances, service Providers may be unable to fulfill confirmed bookings due to unforeseen circumstances. The following rules govern such cancellations:

2.1 Unavailability or Emergency

If a service provider is unable to honor a confirmed booking due to personal emergencies, illness, logistical failure or other valid reasons:

• Users will be promptly notified of the change and may choose to:

• Either rebid or select the service provider when matched in which case the booking will proceed as scheduled.
• Decline the rebid, in which case the booking will be cancelled without any penalty.

Rebid page and the Providers are selected based on proximity, skill match, and availability. MOYO does not guarantee identical service quality or experience but ensures all substitutes meet platform standards.

2.2 Safe and Conducive Environment for Service Delivery for Female Service Providers

MOYO is committed to ensuring the safety, dignity, and well-being of all service Providers, particularly female staff, during the course of service delivery at users’ premises.

• Users are required to ensure that the service location is safe, respectful, and conducive for the performance of services, especially when the assigned Provider is a woman.
• The premises must be:

• Free from any form of harassment, intimidation, or inappropriate behavior.
• Accessible, hygienic, and secure.
• Occupied by at least one adult (18+), preferably of the same gender, during the service if requested by the Provider.

2.3 Zero Tolerance for Misconduct

• MOYO maintains a zero-tolerance policy against any form of:

• Verbal or physical harassment
• Inappropriate comments or gestures
• Threatening behavior or coercion
• Any conduct that compromises the safety or dignity of the service Provider

2.4 Consequences of Violation

• If a service Provider reports any form of misconduct or if the environment is deemed unsafe:

• The service may be immediately cancelled without refund.
• The user’s account may be suspended or permanently deactivated.
• MOYO reserves the right to report the incident to appropriate legal authorities where necessary.

We stand firmly in support of our Providers and will take all necessary steps to protect them from harm or abuse while on duty.

3. Refunds

MOYO is committed to ensuring a fair and transparent refund process that respects both the rights of users and the operational realities of service Providers. Refunds are governed by the following rules and procedures:

3.1 General Policy

• Payments made through the MOYO platform are generally non-refundable except under specific circumstances where MOYO determines that the user is not at fault and the service was not rendered as expected.
• Refunds may be considered only in the following cases:

• The service was not delivered due to Provider or platform failure.
• The service was cancelled by MOYO or the assigned service Provider.
• The service was delivered but the quality was unsatisfactory, and this has been verified by MOYO through internal investigation or user-submitted evidence.

Refunds are not issued for cancellations initiated by the user after confirmation unless covered under Section 1.2 or 1.3.

3.2 Valid Refund Scenarios

Refunds may be approved under the following conditions:

• The service Provider fails to arrive at the scheduled time and location.
• The service is incomplete, partially delivered or not delivered at all.
• The service is cancelled by MOYO due to operational constraints or Provider unavailability.
• Where a booking is cancelled due to a genuine emergency evidenced by SOS activation or subsequent verification by MOYO’s Safety Desk, no cancellation fee shall apply to the affected party. If service cannot proceed, MOYO will issue a full refund to the original method of payment (or MOYO Credits, where opted by the user), subject to applicable law. Misuse of SOS for fee avoidance may result in account action and recovery of costs by the Terms/Service Provider Agreement.
• The service is delivered but results in verified quality issues, such as:

• Physical damage to property
• Provider misconduct
• Breach of service standards

All refund requests are subject to internal review and may require supporting documentation, such as photos, videos or written descriptions.

3.3 Refund Process

• Once a refund is approved, it will be processed to:

• The original payment method used during booking, or
• As MOYO Credits, which may be used for future bookings, at MOYO’s discretion or based on user preference.

Refunds are typically processed within 5 to 10 business days, depending on the payment gateway or financial institution involved.

Payment Method	Estimated Refund Time
UPI / Wallets	48 hours
Credit/Debit Cards	5–7 business days
Net Banking	5–10 business days

MOYO shall not be in any way responsible for delays caused by third-party payment processors or banking institutions.

3.4 Refund Request Timeline

• Users must submit refund requests within 48 hours of the scheduled service time.
• Requests submitted after this window may not be eligible for review or reimbursement.
• Refund requests must be submitted via:

• The MOYO app or website
• Email to the Grievance Officer
• In-app support chat

Late submissions, incomplete documentation, or unverifiable claims may result in rejection of the refund request.

4. MOYO Credits

MOYO Credits are a discretionary benefit extended by MOYO to enhance user experience, promote engagement, and resolve service-related grievances. These credits are not a substitute for legal tender and are governed by the following terms. For the purposes of valuation and usage on the platform, 1 MOYO Credit shall be equivalent to INR 0.50

4.1 Issuance

• MOYO may issue credits to users under specific circumstances, including but not limited to:

• Marketing campaigns: As part of promotional offers, referral programs, or seasonal incentives.
• Service recovery: To compensate for minor service disruptions or delays where a full refund is not warranted.
• Refund alternatives: In cases where users opt for credits in lieu of monetary refunds subject to MOYO’s discretion.

The issuance of credits is a goodwill gesture and does not constitute an admission of liability or breach of service.

4.2 Terms of Use

MOYO Credits are subjected to following conditions:

• Non-transferable: Credits cannot be transferred, sold or gifted to other users.
• Not redeemable for cash: Credits hold no cash value and cannot be withdrawn or exchanged for money.
• Expiry: Credits may carry an expiry date, which will be communicated at the time of issuance. Expired credits will not be reinstated.
• Variable value: The value and applicability of credits may differ across users, based on booking history, service category, or promotional eligibility.
• Credits may only be used for eligible services on the MOYO platform and cannot be applied to third-party transactions or external purchases.Revocation

MOYO reserves the right to revoke or invalidate credits at its sole discretion under the following circumstances:

• Fraudulent acquisition: Credits obtained through manipulation, false claims or misuse of promotional mechanisms.
• Violation of Terms: If the user breaches MOYO’s Terms of Service, including abusive behavior, accounting misuse or policy violations.
• Unauthorized sharing: Public dissemination of credit codes or promotional links without MOYO’s written consent.

MOYO may conduct periodic audits of credit usage and reserves the right to suspend or restrict accounts pending investigation.

4.3 Revocation

• MOYO reserves the right to revoke or invalidate credits at its sole discretion under the following circumstances:
• Fraudulent acquisition: Credits obtained through manipulation, false claims or misuse of promotional mechanisms.
• Violation of Terms: If the user breaches MOYO’s Terms of Service, including abusive behavior, account misuse or policy violations.
• Unauthorized sharing: Public dissemination of credit codes or promotional links without MOYO’s written consent.

MOYO may conduct periodic audits of credit usage and reserves the right to suspend or restrict accounts pending investigation.

5. Dispute Resolution

MOYO is committed to resolving all user concerns related to cancellations, refunds, and service quality in a timely, lawful, and transparent manner. This section outlines the process for raising disputes and the framework under which they are addressed.

5.1 Contacting MOYO

• If you have any concerns, complaints, or queries regarding cancellations, refunds, or service-related issues, you may contact MOYO’s designated Grievance Redressal Officer.
• The Grievance Officer serves as the primary point of contact for dispute resolution and is responsible for ensuring that all complaints are handled in accordance with applicable laws and MOYO’s internal policies.

Contact Details:

Email:

Address:

Subject Line:

Please include your booking ID, registered contact details, and a brief description of the issue to expedite the resolution process.

5.2 Investigation and Response

• Upon receiving a complaint, MOYO will initiate an internal review to assess the validity and nature of the issue.
• The investigation will be conducted in accordance with:

• Applicable consumer protection laws
• MOYO’s Terms and Conditions
• Service quality protocols and operational standards
• MOYO may request supporting documentation (e.g., photos, screenshots, written descriptions) to substantiate the claim.

Response Timeline:

• Users will receive an acknowledgment within 24 hours of submitting a complaint.
• A formal response or resolution will be provided within 7 working days, unless extended due to complexity or third-party involvement.

All disputes are handled impartially, and users will be informed of the outcome along with any applicable remedies, such as refunds, credits, or service reassignments.

5.3 Arbitration and Legal Jurisdiction

In the event that a grievance raised by a user is not satisfactorily resolved through MOYO’s internal grievance redressal mechanism within 30 (working) days of raising a dispute, the matter shall be escalated to arbitration, as per the provisions of the Arbitration and Conciliation Act, 1996, as amended.

Arbitration Framework

• The arbitration shall be conducted by a panel of three arbitrators:
• Each party shall appoint one arbitrator.
• The third arbitrator, who shall act as the presiding arbitrator, shall be jointly appointed by the two party-nominated arbitrators.
• The arbitration proceedings shall be conducted in the English language only.
• The seat and venue of arbitration shall be New Delhi, India.
• The decision of the arbitral tribunal shall be final and binding on both parties.

Cost Allocation

• The losing party in the arbitration shall bear the entire cost of the proceedings, including but not limited to:
• Arbitrator fees
• Legal representation costs
• Administrative expenses

Jurisdiction for Interim Relief

• Not withstanding the arbitration clause, the parties agree that any application for interim relief, enforcement of the arbitral award, or related proceedings shall be subject to the exclusive jurisdiction of the courts at New Delhi, India.

6. Exceptions and Force Majeure

MOYO is committed to delivering uninterrupted, timely, and reliable service experiences to all users. However, despite best efforts, certain events may arise that are beyond MOYO’s reasonable control and may adversely affect the platform’s ability to fulfill service obligations, process cancellations, or issue refunds within the expected timelines.

These events, commonly referred to as force majeure circumstances, include but are not limited to natural disasters, regulatory interventions, infrastructure failures, and socio-political disruptions. In such cases, MOYO shall not be held liable for any delay, disruption, or failure in performance, whether in whole or in part.

Force majeure events may impact:

• The availability of service Providers
• Communication and coordination between users and Providers
• Payment processing and refund timelines
• MOYO’s ability to provide real-time support or resolution

6.1 Force Majeure Events

MOYO shall be exempt from liability in the event of any delay or failure caused by circumstances including, but not limited to:

• Natural disasters such as floods, earthquakes, cyclones, or pandemics
• Internet or power outages affecting MOYO’s systems or the user’s ability to access the platform
• Government restrictions, regulatory actions, or legal prohibitions
• Strikes, lockouts, or civil unrest impacting service Providers or logistics
• Acts of war, terrorism, or sabotage

6.2 Operational Impact

• Services may be delayed, rescheduled, or cancelled without prior notice.
• Refunds may be deferred until normal operations resume.
• Substitute Providers may not be available during such events.

6.3 User Acknowledgement

By using MOYO’s platform, users acknowledge that:

• Force majeure events are beyond MOYO’s control.
• MOYO shall not be liable for any consequential, indirect, or incidental damage arising from such events.
• MOYO will make reasonable efforts to resume services and process refunds once the force majeure condition ceases.

7. Policy Updates

MOYO reserves the exclusive right to revise, amend, or update this Cancellation and Refund Policy at any time, without prior notice in response to evolving business needs, regulatory developments, technological advancements or user feedback.

7.1 Notification of Changes

• All updates to this policy will be published on the official MOYO website and/or communicated through in-app notifications, email alerts, or other digital channels as deemed appropriate by MOYO.
• The revised policy shall become effective immediately upon publication, unless otherwise stated.

7.2 User Responsibility

• It is the responsibility of users to periodically review this policy to stay informed of any changes.
• Continued access to or use of the MOYO platform following the publication of any amendments shall constitute binding acceptance of the revised terms, regardless of whether the user has read the updated policy.

7.3 Legal Standing

• MOYO’s right to modify this policy is absolute and non-negotiable.
• Any challenge to the enforceability of revised terms shall be subject to the dispute resolution and arbitration provisions outlined in Section 5.3 of this document.

All policy changes are made in good faith and in alignment with applicable laws, user protection standards, and platform integrity.