Cancellation and Refund Policy
Last updated: October 2026 · Governed by Fluixio Technologies Pvt Ltd
Cancel >6 hours before start for 100% refund. 3–6 hours for 50% refund.
Reject mismatched or unsealed products before OTP handshake with full refund.
Refunds credited directly to original payment method within 5–7 business days.
This Cancellation and Refund Policy (the "Policy") is issued by Fluixio Technologies Pvt Ltd, a private limited company incorporated under the Companies Act, 2013, having its registered and corporate office at A 44, 45, Galaxy Square Pvt Ltd, Sector 62, Noida, Gautam Buddha Nagar, Uttar Pradesh 201309, India (hereinafter referred to as "OneServe", "Company", "we", "us", or "our").
OneServe operates a technology-enabled marketplace platform available at getoneserve.com and associated mobile applications (collectively, the "Platform") connecting verified independent service professionals (the "Professional(s)" or "Pro(s)") with registered customers (the "Customer(s)" or "User(s)"). The Platform operates strictly as an intermediary under Section 79 of the Information Technology Act, 2000, facilitating discovery, booking, transparent pricing, two-way service confirmation, and digital payment facilitation.
1. Services Offered on the Platform
The Platform offers three distinct booking formats, each with tailored cancellation mechanisms:
- A. Instant Dispatch Services: On-demand services where a nearby verified Professional is dispatched immediately or within a short arrival window.
- B. Scheduled Services: Services booked for a specific future date and time slot selected by the Customer.
- C. Custom Quotes & Service Bundles: Custom job requests or bundled packages (e.g. bridal packages, deep renovation cleanings) negotiated directly with one or multiple Professionals at special package rates.
2. Cancellation by Customers
A) Instant Dispatch Services
- Before Pro Assignment: Customers may cancel an instant booking at 100% full refund at any point before a Professional accepts and confirms the assignment.
- After Pro Dispatch / Departure: Once a Professional has been dispatched and is en route to the Customer's premises, cancellation will incur a nominal partner dispatch compensation fee (up to ₹100–₹150 or 20% of the base booking, whichever is lower) to reimburse the Professional's travel expenses and blocked schedule.
- Doorstep Cancellation: Once the Professional has arrived at the doorstep, cancellation without a valid safety or product defect reason is subject to a 100% cancellation fee of the minimum visit charge.
B) Scheduled Services
For Scheduled Services, the following cancellation timelines and refund tiers apply:
| Cancellation Timing | Refund Eligibility | Notes |
|---|---|---|
| More than 6 hours prior to scheduled slot | 100% Full Refund | Zero cancellation fees applied. |
| Between 3 to 6 hours prior to slot | 50% Refund | 50% retained to compensate Pro's reserved slot. |
| Less than 3 hours prior to slot or Customer No-Show | No Refund (100% fee) | Retained to compensate Pro's time and opportunity loss. |
C) Custom Quotes & Bundle Bookings
Cancellations for customized multi-hour or event-specific bookings (e.g. bridal makeup or full-day deep cleaning) follow the terms agreed upon in the confirmed quote. Unless otherwise stated in the quote, cancellations made at least 24 hours prior to the event are eligible for a full refund minus any pre-approved consumable procurement costs.
OneServe enforces a strict transparent supply chain policy. OneServe does not sell or force proprietary kits on professionals; professionals bring their own authentic tools and supplies. However:
- Strict Variant Compliance: Professionals must strictly bring and use the exact authentic, branded products designated in their approved catalog variant (for example: HD Makeup, Glossy Finish, O3+ Facial, L'Oréal Hair Spa).
- Mandatory Sealed Single-Use Consumables: All applicable consumables (wax strips, facial kits, blades, sanitised applicators) must be sealed-pack, single-use, use-and-throw items opened in front of the Customer.
- Customer's Doorstep Rejection Right: The Customer has the explicit legal right to inspect all product packaging, brands, and tamper-evident seals before service commences and before providing the 4-digit Start OTP.
- Remedy for Mismatched or Substandard Products: If the Professional arrives with unsealed, refilled, expired, or non-matching substandard products, the Customer may immediately refuse the service on the spot. In such cases:
- Zero cancellation fee will be charged to the Customer.
- The Customer will receive a 100% full refund or an immediate complimentary rematch.
- The Professional will be placed under mandatory quality review.
4. Cancellations by Professionals or OneServe
In the unlikely event that a Professional cancels a confirmed booking, fails to arrive, or is unable to proceed due to an emergency or vehicle breakdown:
- The Customer shall receive a 100% full refund immediately.
- Alternatively, the Customer may choose a priority free reschedule with another top-rated verified Professional in their Noida sector.
- OneServe monitors partner punctuality strictly. Unexcused partner no-shows result in platform penalties and potential deactivation.
5. Doorstep Entry & Mutual Safety Protocol
For mutual safety, comfort, and compliance with our Doorstep Protocol:
- Same-Gender Presence Rule: For salon, grooming, and personal care services, an adult of the same gender as the service recipient must be present on the premises throughout the service. If the recipient of a female service is unattended or no matching gender adult is present, the Professional is strictly instructed not to enter.
- Safe Working Environment: Customers must ensure a safe, harassment-free environment. If a Professional feels unsafe or threatened, they may abort the service and activate our live In-Job Emergency SOS.
- Cancellations resulting from a Customer's refusal to comply with the Same-Gender Presence Rule or providing an unsafe premise are treated as Customer No-Shows and are non-refundable.
6. Quality Issues & Two-Way Completion Handshake
Under OneServe's Two-Way Verification Protocol, a booking is never unilaterally closed by the Pro. When treatment is finished:
- The Professional uploads Before & After media proof.
- The Customer inspects the completed work and taps "Service Completed" on their app.
- If you are dissatisfied with the execution or quality, do not confirm completion without noting your objection. You can raise an instant in-app Support Ticket or email support@getoneserve.com within 24 hours of the service.
Upon reviewing the media proof and booking logs, OneServe customer resolution team will provide:
- A free remedial re-service with a senior Pro, OR
- A fair partial or full refund credited to your original payment mode.
All bookings, communications, and fee settlements must take place exclusively through the OneServe platform. If a Customer contracts or pays a Professional directly offline:
- Zero Refund Recourse: OneServe possesses no digital transaction record and cannot adjudicate, enforce warranties, or process any refunds.
- Loss of Safety & SOS: The 24/7 in-job emergency SOS button is deactivated and inaccessible for offline arrangements.
- Permanent Professional Blacklist: Any Professional discovered engaging in direct offline services with a OneServe customer faces immediate, permanent account termination and an irrevocable lifetime platform blacklist (UIDAI Aadhaar/PAN barred from re-registering forever).
- Total Partner Liability: Any damages, defective repairs, or missed follow-ups are the sole risk of the Customer.
8. Refund Processing Timelines & Methods
- Approved refunds are initiated within 24 to 48 hours of dispute adjudication.
- Funds are credited directly to the Customer's original payment method (UPI, Debit/Credit Card, Net Banking) in accordance with banking channels, typically within 5 to 7 business days.
- Any promotional credits, coupons, or onboarding discounts utilized during booking are re-credited as in-app credits and cannot be liquidated to cash.
9. Force Majeure
Neither OneServe nor the assigned Professional shall be held liable for delayed services or failed arrivals resulting from events beyond reasonable human control, including severe weather disruptions, floods, civic curfews, road blockades, municipal entry restrictions, utility failures, or government-mandated lockdowns. In such circumstances, Customers are entitled to a full reschedule or 100% refund.
10. Contact Us & Grievance Redressal
For any questions, dispute escalations, or refund assistance under this Policy, reach out to our dedicated support desk:
Company: Fluixio Technologies Pvt Ltd (OneServe)
Registered Office: A 44, 45, Galaxy Square Pvt Ltd, Sector 62, Noida, Gautam Buddha Nagar, Uttar Pradesh 201309, India
Customer Support Email: support@getoneserve.com
General Enquiries: hello@getoneserve.com
Support Desk Working Hours: Monday – Saturday, 9:00 AM – 8:00 PM IST