Cancellations & refunds

• Payment. Before sending a request, you pay one amount through Razorpay, the “held fee”: the Professional’s appointment fee, if they have set one, or, for a come-to-me request to a Professional who has not set an appointment fee, their home-visit fee in its place. If neither applies, nothing is paid in advance. The held fee holds your slot and is credited against your bill. Everything else — the service price and, for a come-to-me booking, a home-visit fee that was not held — is paid directly to the Professional on the day. The price shown beforehand is an estimate from the Professional’s menu; what you finally agree with them is between you and them, and obses is not a party to that payment.
• Customer cancellations. If you withdraw a request before the Professional accepts it, the held fee is refunded in full. Once the booking is confirmed, an appointment fee is retained by the Professional whenever you cancel; a home-visit fee held in its place is refunded in full if you cancel 24 hours or more before the appointment starts, and retained by the Professional if you cancel later. A reschedule carries the held fee to the new time. A payment taken for a request you did not finish sending is refunded in full.
• Professional cancellations. If the Professional declines your request, cancels a confirmed booking, or does not respond before the request expires, the held fee is refunded in full.
• No-shows and refunds. If you do not attend a confirmed booking, the held fee is retained by the Professional. Approved refunds are returned to the original payment method; provider and bank processing times may delay when they appear.

These rules are part of section 3 of the Terms of Service. For a refund that has not arrived, write to help@obses.in.