Last Updated: 26/06/2025
This Refund Policy ("Policy") comprehensively outlines the terms and conditions governing the refund of service fees paid through the Doorush mobile application and website ("Platform"), owned and operated by Holbewoner Technologies Private Limited ("Doorush," "Company," "we," "us," or "our"). This Policy has been drafted in accordance with prevailing laws of India, including but not limited to the Consumer Protection Act, 2019, Information Technology Act, 2000, The Indian Contract Act, 1872, and the Digital Personal Data Protection Act, 2023 ("DPDP Act").
By accessing and using the Platform and transacting for services, you confirm that you have read, understood, and agreed to be bound by this Refund Policy. This Policy is intended to promote transparency, consistency, and accountability in the resolution of refund-related matters. It ensures that our processes meet the standards of fairness, integrity, and legal compliance, providing our customers with confidence and trust in using our Platform.
1.1 This Refund Policy applies to all transactions initiated by users ("Customers") through the Platform using any supported payment method, including UPI, credit/debit cards, net banking, mobile wallets, or Doorush Wallet credits.
1.2 Services booked via the Platform are deemed confirmed upon successful payment. Bookings are treated as time-bound service contracts under the Indian Contract Act, and any refund shall be governed strictly under the terms of this policy.
1.3 The refund process begins only after a formal request is raised by the customer and evaluated by our Quality Control Team. The Company reserves the right to verify customer claims through order history, timestamps, GPS logs, internal communication records, and service partner reports.
1.4 All customers are strongly advised to verify service details, location accuracy, service type, and time slot before booking. Inaccuracies caused by user error may render a refund request invalid.
1.5 Fraudulent refund requests, misrepresentation, or abuse of the refund system may result in account suspension and legal prosecution under Sections 417 and 420 of the Indian Penal Code (IPC), 1860.
Refunds may be granted under the following validated conditions:
2.1 Service Provider Absence: If the assigned provider fails to arrive within 30 minutes beyond the confirmed slot and a substitute cannot be arranged, customers are entitled to a full refund.
2.2 Company-Initiated Cancellation: If Doorush cancels a service due to technical faults, health emergencies, lack of partner availability, or other internal reasons, the customer may request either a refund or service rescheduling.
2.3 Excess Payment/Duplicate Charges: If double payment or overbilling is identified through transaction logs or customer bank records, Doorush will process the excess refund without requiring further requests.
2.4 Unprofessional Conduct or Service Failure: If the partner behaves inappropriately or fails to complete the service as agreed, and the issue is verified with evidence (e.g., photos, timestamped chats), a refund may be granted.
2.5 Delay Beyond 30 Minutes: If the partner reaches more than 30 minutes late and the user refuses service, the customer may claim a refund.
2.6 Incorrect Service Delivered: If the customer receives a service other than what was booked, or critical tasks were missed, a refund may be provided following an audit.
2.7 Incapacitation or Emergency: In rare events where the user is unable to avail the service due to a medical or other emergency (with supporting proof), Doorush may offer a refund or reschedule at its discretion.
Refunds will not be applicable in the following circumstances:
Cancellations due to user preference without valid reason or documentation
Wrong address or phone number submitted by the customer
Refusal of service after provider arrival with no fault on Doorush’s part
Booking completed using discounts, vouchers, or credits, unless non-service is proven
Force majeure events such as flood, strikes, riots, or state-imposed curfews
Delays that are within a tolerable range (under 30 minutes)
Dissatisfaction based purely on personal preferences without service quality breach
To request a refund:
4.1 The request must be initiated within 3 hours of the end of the service slot or the occurrence of the issue.
4.2 Refund requests must contain:
Booking ID and registered contact number
Date and time of the service
Reason for the request
Photos, videos, or relevant proof (if applicable)
4.3 Request channels:
In-app customer support chat
Email: support@doorush.in
Customer helpline: +91 9092963743
4.4 Customers must cooperate in good faith. Failure to respond or misrepresentation may lead to disqualification of the claim.
5.1 Every claim is reviewed within 3 working days by our internal quality team.
5.2 Once approved, the refund is processed within 7 working days through the original payment method or Doorush Wallet, as per customer preference.
5.3 If the refund involves a third-party payment gateway, Doorush is not liable for delays beyond its control but will provide all necessary assistance.
5.4 For UPI, wallet, or card refunds, the time taken for funds to reflect depends on the policies of the respective financial institutions.
6.1 If only part of the service was completed or issue severity is partial, a proportional refund may be approved.
6.2 Refunds can also be credited to the Doorush Wallet for faster settlement. Wallet refunds are valid for 6 months.
6.3 At its discretion, Doorush may also offer:
Free service re-attempts
Discount coupons for future use
Loyalty credits
7.1 This Policy is aligned with the Consumer Protection (E-Commerce) Rules, 2020 and is enforceable as per Indian legal standards.
7.2 Data collected in the refund process is securely stored and used in accordance with our [Privacy Policy], under compliance with the DPDP Act, 2023.
7.3 This Policy forms part of the Terms of Use and is legally binding under the Indian Contract Act, 1872.
7.4 Any dispute arising from the refund process shall be subject to the exclusive jurisdiction of courts in Chennai, Tamil Nadu.
8.1 Doorush reserves the right to modify, revise, or suspend this Refund Policy at any time.
8.2 All changes will be posted on the Platform and shall be effective immediately upon publication.
8.3 In all refund-related matters, the final decision rests with the Company, unless legally overruled.
By continuing to use Doorush, you agree to this Refund Policy and the terms contained herein.
