Cancellation and Refund Policy
Last Updated: 14 July 2026
This Cancellation and Refund Policy (“Policy”) is issued by Karigarium Private Limited (“Company”, “SNEL”, “we”, “us” or “our”) and governs cancellations, rescheduling, and refunds in respect of Pro Services booked through the SNEL website and/or mobile application (the “Platform”). This Policy forms an integral part of, and must be read together with, our Terms and Conditions (“Terms”) and Privacy Policy, each available on the Platform. Capitalised terms used but not defined in this Policy shall have the meaning given to them in the Terms.
By booking a Pro Service and making payment of the applicable Fee, you agree to be bound by this Policy. If you do not agree with this Policy, please do not proceed with the booking. We may amend this Policy from time to time, and the version in effect at the time of your booking shall govern that booking.
1. Categories of Pro Services
The cancellation and refund terms applicable to a booking depend on the category of Pro Service booked:
- Instant Pro Services: Pro Services are requested for immediate or near-immediate fulfilment.
- Scheduled Pro Services: Pro Services booked for a specific future date and time slot.
- Recurring / Subscription Pro Services: Pro Services booked on a daily, weekly, monthly, or other recurring basis under a subscription or package.
2. Cancellation Terms
2.1 Instant Pro Services
Once a service partner has been assigned to, or has commenced, an Instant Pro service, the booking cannot be cancelled. Where a Service Partner has not yet been assigned, you may cancel the booking through the Platform at no charge.
2.2 Scheduled Pro Services
Cancellations and reschedules for scheduled Pro Services are subject to the following timelines, measured from the start of the scheduled slot:
| When You Cancel | Refund Entitlement |
|---|---|
| More than 6 hours before the scheduled slot | Full refund (100% of Fee) |
| Between 3 and 6 hours before the scheduled slot (inclusive of exactly 3 hours) | 50% refund of the Fee |
| Less than 3 hours before the scheduled slot, or a no-show by the Customer | No refund |
| Service Partner unavailable or fails to show up | A full refund or a free reschedule, at the Customer's option |
2.3 Recurring / Subscription Pro Services
2.3.1Individual Sessions: You may cancel an individual session within a recurring plan at no cost, provided the cancellation is made at least 3 (three) hours prior to the scheduled start time. Cancellations made with less than 3 (three) hours’ notice, or a no-show, will be treated as a late cancellation and charged at 100% of the session Fee.
2.3.2Cancelling the Entire Plan: You may terminate a recurring plan at any time. Any session scheduled to occur within 3 (three) hours of your cancellation request remains chargeable and non-refundable. Sessions scheduled beyond this window will not be charged.
2.3.3Pausing a Plan: You may pause a recurring plan through the Platform at any time. No Fee will be charged during the paused period, and no refund is payable in respect of the paused period.
2.4 Cancellations by the Company or a Service Partner
Where a booking is cancelled by the Company or by the assigned Service Partner (including due to unavailability or a no-show by the Service Partner), you will be entitled to a full refund of the Fee paid for that booking, or, at your option, the ability to reschedule the booking or receive equivalent service credits.
2.5 Cancellations by the Company for Operational Reasons
The Company may cancel a booking, at its discretion, where (a) the address or location details provided are incomplete or inaccurate; (b) the booking appears to have been placed by a competitor or its affiliate; (c) you are unreachable, or the Service Partner has waited at the location, for more than 15 (fifteen) minutes past the scheduled time without response from you; (d) the Company is unable to service the booking due to a shortage of available Service Partners; or (e) the transaction cannot be completed for reasons outside the Company’s control. Where the cancellation arises from reasons attributable to you under (a) to (c), a cancellation fee of up to 100% of the Fee may apply. Where the cancellation arises under (d) or (e), the Company will, at its discretion, offer a full refund or a reschedule.
3. Refund Terms
3.1Except as expressly set out in this Policy, Fees paid for a confirmed booking are non-refundable.
3.2Refunds for Instant Pro Services will only be considered where (a) the Service Partner did not arrive within a reasonable time of the requested slot; (b) the Pro Service delivered materially differed from what was requested; or (c) the Pro Service could not be completed for reasons attributable to the Service Partner.
3.3Refunds for Scheduled Pro Services will be processed in accordance with the cancellation timeline set out in Clause 2.2.
3.4Refunds for Recurring / Subscription Pro Services will be processed in accordance with Clause 2.3, and only in respect of sessions cancelled within the applicable no-cost cancellation window.
3.5Fees paid using coupons, promotional credits, or discounts are not eligible for a cash refund. Where a refund is otherwise due on such a booking, the refundable amount will be reissued as service credits on the Platform.
3.6A refund request must be raised within 2 (two) days of the completion (or scheduled completion) of the relevant Pro Service, failing which the Company may, at its discretion, decline the request.
3.7The Company’s maximum liability towards any refund shall not exceed the Fee actually paid by you for the relevant booking.
4. Service Quality Issues
If you are dissatisfied with the quality of a Pro Service, you must report the issue to us at support@snel.in within 24 (twenty-four) hours of the Pro Service being rendered. Upon review, and at the Company’s discretion, you may be offered: (a) a partial or full refund; (b) equivalent service credits; or (c) a free re-service by another Service Partner. Each quality-related complaint will be assessed by the Company on a case-by-case basis, taking into account the nature of the complaint and any available evidence.
5. Refund Processing
Where a refund is approved, the Company will process it to your original mode of payment, or, at your option, as credit to your SNEL wallet, within 7 (seven) to 14 (fourteen) business days. Refunds may be routed through a third-party payment processor, and the Company shall not be liable for any delay or non-receipt of a refund arising from incorrect account details provided by you or from an error at the payment processor’s or bank’s end.
6. Misuse of This Policy
The Company reserves the right to decline a cancellation, reschedule, or refund request where it reasonably believes that the request forms part of a pattern of repeated cancellations, abuse of promotional offers, or other fraudulent or bad-faith conduct.
7. Force Majeure
The Company shall not be liable for any delay, cancellation, or failure to provide a Pro Service arising from causes beyond its reasonable control, including acts of God, natural disasters, war, terrorism, civil commotion, epidemics or pandemics, riots, strikes or labour disputes not involving the Company’s own workforce, governmental action or restrictions, failure of utilities or telecommunications, or any other event that is unforeseeable and beyond the reasonable control of the affected party. Where a Pro Service is affected by such an event, the Company will, where possible, offer a reschedule or, at its discretion, a full or partial refund.
8. Contact Us
For any questions, complaints, or requests relating to cancellations or refunds, please write to us at support@snel.in. If you remain dissatisfied with the resolution provided, you may escalate the matter to our Grievance Officer, whose details are set out in our Terms and Conditions.
9. Electronic Record
This document is an electronic record within the meaning of the Information Technology Act, 2000 and the rules made thereunder, as amended from time to time. This record is generated by a computer system and does not require any physical or digital signature.