Refund & Cancellation Policy

1. 2.1A visit is booked by paying its full price.
2. 2.2You can move or cancel a visit in the app until the day before it. Cancelling refunds what you paid in full to the payment method you used, straight away — no request needed.
3. 2.3On the day of the visit it can no longer be moved or cancelled, in the app or by writing to us — the inspector is already committed to it. What you paid is not refunded.
4. 2.4If we cancel a visit, or our inspector does not arrive within the booked window, you choose: a full refund of everything paid for that visit, or a new day at no extra charge.
5. 2.5If the inspector arrives in the window but cannot get in for reasons within your control — no keys, no caretaker, gate or society permission refused — they wait at least 30 minutes. After that the visit counts as attempted, what you paid is kept, and you can book again.
6. 2.6Once the report is ready, the visit is not refundable. If a report is materially incomplete through our fault, we re-inspect the missing part at no charge or refund that part of the price.

1. 3.1A plan is booked by paying the year's price in full. The plan year starts when the first visit's report is ready.
2. 3.2Before that first visit, you can cancel the plan from the Plan page. What you paid is refunded in full and every visit booked under it is cancelled.
3. 3.3Once the plan has started, the plan year is not refundable. You can switch off renewal at any time; the plan then ends when its year does, and everything left on it stays yours until then.
4. 3.4Visits, cleans and services not used by the end of the plan year do not carry over. Any single plan visit can be moved up to the day before it.
5. 3.5Upgrading from Care to Care+ bills only the difference for the rest of the plan year.

1. 4.1A repair is sent to you live during the visit, and paid in full when you approve it, within the hour. Nothing is booked before that.
2. 4.2If an approved repair cannot be done on the visit, it is cancelled and everything you paid for it — our fee included — is refunded automatically. Nobody comes back another day for it; you can approve it again on a later visit.
3. 4.3If the professional has not arrived within two hours of your approval, the repair is cancelled and refunded in the same way, without you asking.
4. 4.4Any cancellation or visiting charge Urban Company makes when a job is cancelled is ours to bear, never yours.
5. 4.5If a payment for a repair reaches us after the issue was already decided some other way, it is refunded in full.
6. 4.6Once a repair is completed and its after-photos are in your report, it is not refundable. If something is wrong with the work, tell us and we take it up with the professional and help put it right.
7. 4.7Where Care+ cover could no longer absorb a repair because another one used it first, the difference is shown to you as a bill before anything more is taken.

The free inspection costs nothing, so there is nothing to refund. Cancelling it gives the free inspection back to you to book again. Anything paid that you add to it — cleaning, a car — follows the rules for visits above.

• Charged twice for the same thing: the duplicate is refunded in full.
• Money left your account but the app shows the booking unpaid: most such payments are confirmed or reversed automatically within minutes. If not, write to us with the date and amount and we resolve it within 2 working days.
• A payment that failed is never taken; if your bank shows a hold, it is released by your bank, usually within 5–7 working days.

1. 7.1Refunds go back to the original payment method — the same card, UPI ID or bank account — through our payment partner, Razorpay. We do not refund in cash.
2. 7.2Automatic refunds (cancelling in the app) are started immediately. Refunds we process on request are started within 2 working days of our agreeing them.
3. 7.3Once started, a refund usually reaches you in 5–7 working days, depending on your bank. You can see its status under Billing in the app.

1. 8.1Our services are carried out in person at your property in Bengaluru — or within our service area around it — on the day and in the time window you booked.
2. 8.2Reports are delivered digitally, in the app and — while it is in beta — on WhatsApp and by email. We aim to deliver each report within an hour of the inspector leaving.
3. 8.3Nothing physical is shipped.

Write to stillyours.care@gmail.com or use Help in the app. See our Terms of Service and contact page.