Cancellation and Refund Policy
Last Updated: October 15, 2026 • Grounded in BEKUU Marketplace Operational State Rules
1. Overview
At BEKUU, we believe in clear, unambiguous expectations for both homeowners and independent service professionals. This policy details the exact booking stages during which cancellations are permitted, how professional declines are handled, and how refund reviews operate across the marketplace.
2. Customer Cancellations & Booking Lifecycle Stages
In accordance with the BEKUU booking state machine, customer self-serve cancellation permissions depend strictly on the current operational status of the booking:
| Booking Stage | Customer Cancellation Permitted? | Operational Handling & Fees |
|---|---|---|
| Requested (Dispatched; awaiting specialist review) | Yes, directly in the app. | Self-serve cancellation is available at any time prior to specialist acceptance. No fee is charged, and the request is closed immediately. |
| Accepted (Specialist has confirmed the slot) | No self-serve in-app cancellation. | Once accepted, the platform booking state machine does not permit direct customer cancellation. Customers may coordinate with the specialist to decline, or contact Support for review (subject to administrative confirmation; cancellation is not guaranteed). No platform cancellation fee is currently assessed by the backend. |
| Arriving / Arrived (Specialist is en route or at doorstep) | No self-serve in-app cancellation. | The specialist has allocated travel time and arrived at your location. Direct cancellation is disabled in the client apps. Any emergency cancellation requires specialist concurrence or administrative intervention. |
| In Progress / Extra Approval Pending | No self-serve cancellation. | Diagnostic or repair work is actively underway. Only platform administrators can transition an active job in exceptional safety or emergency situations. |
| Completed | Cannot be cancelled. | Work has been finalized and a digital invoice issued. Billing or quality grievances must be raised through the formal dispute review channel. |
3. Cancellations by Independent Professionals
Independent professionals may occasionally need to decline a request or cancel an accepted booking due to unforeseen scheduling conflicts, vehicle breakdown, or safety concerns:
- If a specialist declines or cancels, you receive an immediate notification in the app.
- You will NOT be charged any fee or penalty when a specialist cancels.
- You are free to select another available independent specialist in your Belagavi neighborhood or reschedule for another time.
- Any pre-authorized digital payment is initiated for release or refund back to your original payment method.
4. Extra Work Declination & Scope Adjustments
If on-site diagnosis reveals unexpected secondary issues (such as internal motor burnout or concealed pipe damage):
- The specialist must submit a digital Extra Work Request detailing the additional labor and parts needed.
- You have complete freedom to decline the extra work.
- If you decline, the specialist will not perform the additional tasks, and your bill is strictly limited to the original agreed service scope and listed price.
5. Refunds & Payment Processor Settlements
Where an advance digital payment was captured and a refund is verified and approved:
- Prepaid Request Cancelled While Requested: Advance digital payments for bookings cancelled while in the Requested state are refunded 100%.
- Confirmed Specialist No-Show: If an accepted specialist fails to arrive without communication, any advance payment is fully refunded upon investigation.
- Dispute Resolutions: For verified service defects or billing discrepancies reviewed by administration, partial or full refunds may be issued following case assessment.
Payment Gateway Turnaround Timelines
Once a refund is processed through our payment gateway (Razorpay), settlement turnaround times depend on standard Indian banking and payment network processing:
- UPI Payments: Typically credited back to the customer bank account within 24 to 48 banking hours.
- Debit / Credit Cards & Netbanking: Typically reflected on your bank account or card statement within 5 to 7 standard business days, subject to the issuing bank's processing cycles.
6. Requesting Cancellation Assistance or Dispute Review
If you need assistance regarding an accepted booking or wish to dispute an invoice charge:
- Submit a support inquiry in the Help & Support section.
- Email our support team at support@bekuu.in with your Booking ID and details.
Please note: Submitting an inquiry does not automatically guarantee cancellation or refund approval. Each case is assessed based on specialist communication, verified doorstep arrival logs, and platform terms.
Owner Cancellation Policy & Support SOP Confirmation
The following commercial and operational policies require formal business confirmation:
- Post-Acceptance Cancellation Workflow: The backend state machine currently prohibits customer self-serve cancellation once a booking is ACCEPTED. Confirm the exact administrative SOP for handling customer cancellation requests after acceptance, including any conditions, specialist notifications, and whether cancellation is guaranteed.
- Cancellation Fee Schedules: Currently, the backend codebase contains zero cancellation fee calculations or deduction logic. If late cancellation fees or arrival fees are introduced in the future, the policy and payment ledger must be updated accordingly.
- Specialist Doorstep Compensation: Confirm whether independent specialists will receive nominal travel compensation from BEKUU if a customer is absent or unreachable after the specialist arrives at the confirmed doorstep.