Our Refund Policy

1. Refund Policy Overview

At Namma Sathi, we strive to ensure your complete satisfaction with our services. This Refund Policy outlines the circumstances under which refunds are provided and the process for requesting them.

Please read this policy carefully before making any payments. By using Namma Sathi services, you acknowledge and agree to the terms outlined herein.

2. Refund Eligible Situations

You may be eligible for a full or partial refund in the following circumstances:

Platform Service Fees

• Service Not Rendered: If the matched staff member fails to show up for the scheduled assignment without valid reason
• Misrepresentation: If the staff member's credentials or qualifications were significantly misrepresented
• Safety Concerns: If background verification reveals undisclosed information after payment
• Technical Issues: If platform errors prevented you from accessing services you paid for

Premium Verification Services

• If enhanced background checks were not completed as promised
• If verification results are significantly delayed beyond stated timelines (more than 7 days)
• If duplicate charges were applied to your account

Subscription Services

• Unused portion of subscription if cancelled within 48 hours of purchase (first-time subscribers only)
• System downtime exceeding 72 consecutive hours affecting your access
• Billing errors or unauthorized charges

3. Non-Refundable Items

The following are generally not eligible for refunds:

Platform Registration Fees

• One-time account setup or registration charges
• Profile verification fees after verification has been completed
• Administrative processing fees

Service Completion

• Services that have been fully rendered as per agreement
• Staff member completed the assignment satisfactorily
• Personal dissatisfaction not related to service quality or misrepresentation
• Change of mind after service has commenced

Direct Staff Payments

• Salaries and wages paid directly to household staff
• Tips, bonuses, or additional compensation given to staff members
• Payments made outside the Namma Sathi platform

Third-Party Services

• Background check fees paid to external verification agencies
• Payment gateway transaction charges
• Government-mandated taxes and levies

4. Refund Request Process

To request a refund, please follow these steps:

Step 1: Submit a Request

Contact our support team through any of the following channels:

• Email: info@nammasathi.in
• Phone: +91 93530 76305 (Mon-Sat, 9 AM - 6 PM IST)
• Online Form: Submit via the "Refund Request" form in your account dashboard
• Live Chat: Available on our website during business hours

Step 2: Provide Required Information

Please include the following details in your refund request:

• Your registered name and contact information
• Transaction ID or booking reference number
• Date of payment and service
• Detailed reason for refund request
• Supporting documentation (if applicable): screenshots, communications, etc.
• Preferred refund method

Step 3: Review & Investigation

Our team will:

• Acknowledge your request within 24 hours
• Investigate the matter thoroughly
• Contact relevant parties (staff member, verification agencies) if needed
• Review transaction records and communication history
• Make a determination within 5-7 business days

Step 4: Decision & Processing

You will receive:

• Email notification of the decision
• Explanation of approval or denial
• Refund amount breakdown (if approved)
• Expected refund timeline

5. Refund Timeline & Methods

Processing Time

Once your refund is approved:

• Original Payment Method: 5-10 business days
• Bank Transfer: 3-7 business days
• Digital Wallet: 2-5 business days
• Platform Credits: Instant (credited to your account)

Refund Methods

Refunds are typically issued through:

• Original Payment Method: Default option - refunded to the card/account used for payment
• Bank Account Transfer: Direct transfer to your registered bank account
• Platform Credits: Store credits for future services (10% bonus on approved refunds)
• UPI: Instant refund to your UPI ID

Partial Refunds

In certain cases, partial refunds may be issued:

• Services partially rendered before cancellation
• Deduction of processing fees for completed verifications
• Pro-rated refunds for subscription services
• Adjustment for platform usage or benefits received

6. Cancellation Policy

Cancellation by Users

If you need to cancel a booking:

• More than 48 hours before service: 100% refund of platform fees
• 24-48 hours before service: 50% refund of platform fees
• Less than 24 hours before service: No refund (service fee forfeited)
• No-show: Full charges apply, no refund

Cancellation by Staff Members

If a staff member cancels:

• Full refund of all platform fees
• Priority matching with alternative staff members
• Complimentary premium verification for replacement booking
• Service credits as compensation for inconvenience

Subscription Cancellations

• Monthly Plans: Cancel anytime; no refund for current month, no charges for subsequent months
• Quarterly Plans: Pro-rated refund for unused months (minus 15% processing fee)
• Annual Plans: Pro-rated refund for unused months (minus 20% processing fee)
• Trial Periods: Full refund if cancelled within trial period

7. Disputes & Resolution

If Your Refund is Denied

You have the right to:

• Request a detailed explanation for the denial
• Escalate to our senior management team
• Provide additional evidence or documentation
• Request a second review of your case

Escalation Process

If you disagree with the initial decision:

• Level 1: Customer Support Team (initial review)
• Level 2: Support Manager (within 3 business days)
• Level 3: Senior Management (within 7 business days)
• Final Review: Independent dispute resolution (if needed)

Chargeback Policy

Before initiating a chargeback with your bank:

• Contact us first to resolve the issue directly
• Chargebacks may result in account suspension pending investigation
• We reserve the right to dispute unwarranted chargebacks
• Account access may be restored after resolution

8. Special Circumstances

Emergency Situations

Full refunds may be granted for:

• Medical emergencies affecting the household
• Natural disasters or extreme weather events
• Sudden relocation or job loss
• Death in the family
• Other genuine hardships (evaluated case-by-case)

Please provide relevant documentation for consideration.

Platform Issues

• Website Downtime: Automatic credits for affected subscriptions
• Payment Errors: Immediate reversal of duplicate charges
• Data Loss: Compensation for verified data loss incidents
• Security Breaches: Full refunds and account protection measures

9. Contact Our Refunds Team

For all refund-related inquiries, please reach out to our dedicated team:

What to Include in Your Email:

• Subject line: "Refund Request - [Your Booking ID]"
• Your full name and registered email address
• Transaction details and payment proof
• Clear explanation of the issue
• Any supporting documents or screenshots

10. Changes to Refund Policy

Namma Sathi reserves the right to modify this Refund Policy at any time. Changes will be communicated through:

• Email notification to all registered users
• Prominent notice on our website
• In-app notifications

Updated policies apply to transactions made after the effective date. Transactions completed before policy changes remain subject to the terms in effect at the time of purchase.