Refunds & Cancellations

7.13 Refund and cancellation policy. This clause, together with the cancellation section of the Fee Structure, is Ceylon Seva's refund and cancellation policy. In summary: a Client may cancel a booking at any time through the Platform or with the support team. Once the booking is secured, the matching fee is retained and is not refundable. Where the cancellation takes effect before work has begun, half of the retained matching-fee charge is allocated among the confirmed Workers as cancellation compensation, and the twenty-four-hour threshold does not apply. Where work has already begun, no such allocation arises: completed weeks remain payable, the engagement ends at the end of the current billing week and that week is payable on its scheduled hours, and no later week is charged. Clause 7.7 governs in both cases and prevails over this summary. Unused weekly card reservations are released, which is a release of an authorisation and not a refund of money charged (clauses 7.5 and 7.11). Work already performed and properly due remains payable. Duplicate charges, charges made in error and amounts above what is properly due are refunded to the original card under clause 7.10, on request to [email protected] within thirty (30) days of the charge, acknowledged within three (3) business days and, where approved, initiated within fourteen (14) business days. Refunds are made only to the original card; no cash, cheque, bank-transfer refund, account credit or offset against a future booking is offered. Nothing in this clause limits any refund or remedy required by applicable law.

5.1 Before the booking is secured, if no matching fee was paid, there is no matching-fee charge to retain. Applications are withdrawn and no cancellation payment is due to a Worker.

5.2 After the matching fee is paid but before work begins, the matching-fee charge is retained and all existing weekly reservations are released in full. Half of the retained matching-fee charge, including its disbursement component, is allocated among confirmed Workers. The aggregate Worker share is rounded up to a whole rupee where necessary; individual allocations use whole-rupee rounding. No further amount is taken from the weekly reservation. The outcome is the same whether cancellation is more or less than 24 hours before the start.

5.3 After work has begun, completed weeks remain payable and the current billing week is charged on its scheduled hours. The engagement ends at that week's end; no later week is charged and later reservations are released. Workers' payment for the current week is subject to collection from the Client.

5.4 A Worker no-show must be recorded as zero hours and raised with the support team promptly. Undisputed, unconfirmed days otherwise settle at scheduled hours under section 4.4. No additional Client-cancellation charge arises merely from a Worker no-show. A matching-fee refund is not automatic; erroneous charges and any legally required remedies are handled under Terms clause 7.10.