1. Introduction
At YANN, we strive to provide you with the best home services experience. We understand that plans can change, and we have designed our refund and cancellation policy to be fair to both our Customers and Service Partners.
This policy applies to all services booked through the YANN platform, including but not limited to cleaning, cooking, driver, security, gardening, plumbing, electrical, and religious (Pujari) services.
2. Quick Summary
| Cancellation Time | Refund Amount |
|---|---|
| 24+ hours before service | 100% Refund |
| 12-24 hours before service | 50% Refund |
| 6-12 hours before service | 25% Refund |
| Less than 6 hours | No Refund |
| After service has started | No Refund |
| Service Partner cancels | 100% Refund + ₹100 Credit |
3. Customer Cancellation Policy
3.1 How to Cancel
You can cancel your booking through:
- YANN mobile app → My Bookings → Cancel
- YANN website → Dashboard → Bookings → Cancel
- Contacting customer support via phone or email
3.2 Cancellation Windows
✓ Full Refund (100%)
Cancel 24 hours or more before the scheduled service time. You will receive a complete refund to your original payment method.
⚡ Partial Refund (50%)
Cancel 12-24 hours before the scheduled service time. 50% will be refunded, and 50% will be retained as a cancellation fee.
⏰ Late Cancellation (25%)
Cancel 6-12 hours before the scheduled service time. Only 25% will be refunded.
✗ No Refund
Cancellations made less than 6 hours before service or after service has begun are not eligible for refunds.
3.3 Rescheduling
Instead of canceling, you may reschedule your booking:
- Free rescheduling: 12+ hours before service (subject to Partner availability)
- One free reschedule per booking is allowed
- Additional reschedules may incur a ₹50 fee
4. Service Partner Cancellation
4.1 When Partner Cancels
If a Service Partner cancels your confirmed booking:
- ✓ 100% refund to your original payment method
- ✓ ₹100 YANN credit for your next booking
- ✓ Priority rebooking with another available Partner
- ✓ Option to choose a replacement Partner at the same rate
4.2 Partner No-Show
If a Service Partner does not arrive within 30 minutes of the scheduled time without prior notice:
- You will receive a full refund (100%)
- Additional ₹200 YANN credit as compensation
- The Partner will be penalized on our platform
5. Customer No-Show Policy
If the Service Partner arrives at the scheduled time and location but you are unavailable:
- • Partner will wait for 15 minutes
- • If unreachable, booking will be marked as "Customer No-Show"
- • No refund will be provided
- • Repeated no-shows may result in account restrictions
6. Service-Specific Policies
🙏 Pujari (Religious) Services
- • Payment is typically collected after the pooja/service completion
- • For advance bookings with deposits, standard cancellation policy applies
- • No cancellation charges for religious holidays/muhurat changes
- • Materials/samagri purchased are non-refundable
🚗 Personal Driver Services
- • Hourly bookings: Pro-rated refund for unused hours if cancelled mid-service
- • Full-day bookings: Standard cancellation policy applies
- • Multi-day bookings: Cancel individual days 24 hours in advance for full refund
- • Overtime charges are non-refundable once incurred
📅 Monthly/Subscription Services
- • Cancel anytime before the next billing cycle
- • Pro-rated refund for unused days in current cycle (if cancelled within first 7 days)
- • After 7 days, no refund for current cycle but service continues until cycle end
- • No cancellation fees for monthly subscriptions
⚡ Emergency/Express Services
- • Emergency bookings may have shorter cancellation windows
- • Express fee is non-refundable once Partner is dispatched
- • Standard service charge is refundable as per policy
7. Service Quality Issues
7.1 Reporting Issues
If you are unsatisfied with the service quality, you must report the issue within:
- 24 hours of service completion for cleaning/household services
- Immediately for safety or conduct issues
- 7 days for damages discovered later
7.2 Resolution Options
Based on investigation, we may offer:
🔄 Free Re-Service
Same or different Partner to redo the service at no cost.
💰 Partial Refund
Refund proportional to the unsatisfactory portion of service.
💵 Full Refund
Complete refund for significantly poor service quality.
🎁 YANN Credits
Credit for future bookings as goodwill gesture.
7.3 Investigation Process
- Submit complaint with photos/evidence (if applicable)
- Our team will contact you within 24 hours
- We will investigate with the Service Partner
- Resolution provided within 3-5 business days
8. Property Damage Claims
8.1 Reporting Damage
If property damage occurs during service:
- Report immediately (within 24 hours)
- Document with photographs and videos
- Preserve damaged items if possible
- Do not dispose of damaged items before inspection
8.2 Claim Process
YANN will facilitate the resolution between you and the Service Partner. Depending on the nature and extent of damage:
- Minor damages: Direct resolution with Partner
- Significant damages: Investigation and mediation by YANN
- Claims may be covered under Partner's insurance (where applicable)
- YANN may provide compensation up to ₹10,000 for verified claims
⚠️ Exclusions
Claims will not be entertained for: pre-existing damage, normal wear and tear, damage caused by customer's pets/children, items not disclosed to the Partner, or damage reported after 7 days.
9. Refund Processing
9.1 Refund Methods
Refunds will be processed to the original payment method:
- UPI: Instant to 24 hours
- Credit/Debit Card: 5-7 business days
- Net Banking: 5-10 business days
- YANN Wallet: Instant
9.2 Refund Initiation
Refunds are initiated within 24-48 hours of cancellation/approval. Please note that bank processing times vary and are beyond YANN's control.
9.3 Partial Refunds
Partial refunds will be calculated based on the applicable cancellation fee percentage. Platform fees and payment gateway charges may be non-refundable for certain cancellations.
10. Non-Refundable Items
The following are NOT eligible for refunds:
- Services completed satisfactorily
- Promotional credits and discounts
- Expired vouchers or promotional offers
- Cancellations due to customer's false address/information
- Cancellations due to customer's unavailability
- Materials/products purchased through the Platform
- Services where customer caused delay leading to overtime
- Bookings cancelled due to violation of Terms of Service
11. Dispute Resolution
11.1 Escalation Process
If you disagree with a refund decision:
- Level 1: Contact Customer Support (response within 24 hours)
- Level 2: Request escalation to a Supervisor (response within 48 hours)
- Level 3: Email our Grievance Officer at grievance@yann.in (response within 7 days)
11.2 Required Information
When filing a dispute, please provide:
- Booking ID / Order number
- Date and time of service
- Detailed description of the issue
- Supporting evidence (photos, videos, messages)
- Preferred resolution
12. Contact Us
For refund requests or questions about this policy:
YANN Customer Support
Email: info.yannhome@gmail.com
Refund Queries: info.yannhome@gmail.com
Phone: +91 7827273057 (9 AM - 9 PM IST)
WhatsApp: +91 7827273057
💡 Pro Tip
For faster resolution, always include your Booking ID when contacting support. You can find it in your booking confirmation email or the "My Bookings" section of the app.
13. Policy Updates
YANN reserves the right to modify this Refund & Cancellation Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our services after changes constitutes acceptance of the revised policy. For material changes, we will notify you via email or Platform notification.