Cancellations & Refund Policy

1. Initial 5-Day Observation & Replacement Guarantee

We want every family in Guwahati to feel completely at ease with their assigned domestic staff or caregiver:

• 5-Day Feedback Period (Clause 2): The Client is encouraged to communicate any concerns or difficulties regarding the Caregiver within five (05) days from the date the Caregiver assumes charge.
• 48-Hour Replacement Promise: If the Client feels that a change of Caregiver would be appropriate, the Client may request a replacement within this 5-day period. The Company will make every reasonable effort to arrange a suitable replacement within forty-eight (48) hours of receiving such a request, subject to availability.
• Smooth Handover Protocol (Clause 16): Wherever practicable, the outgoing Caregiver will provide a complete handover to the replacement Caregiver regarding the patient's daily routines, medical protocols, and dietary requirements.

2. Standard Agreement Termination Notice (Clause 18 & 19)

Both parties agree that caregiving requires predictability and proper human resource management:

• 7-Day Mandatory Notice (Clause 18): The Client agrees to provide a minimum of seven (07) days prior written notice (via WhatsApp or email to support@xohai.in) for the voluntary termination of the service agreement.
• No Termination on Renewal Date (Clause 19): Notice for termination cannot be submitted on the date of agreement renewal. Notice must be served at least 7 days prior to the billing renewal cycle.

3. Refund Calculation Rules (Clauses 20 – 24)

4. Non-Refundable Items

The following items are strictly non-refundable:

• One-Time Registration Fee (Clause 4): The initial ₹500/- registration and profile processing fee is non-refundable once background checks and profile matching commence.
• Past Days Rendered: Fees for days during which caregiver/maid services have already been delivered.
• Late Payment Administrative Fees (Clause 6): Accrued late payment charges (₹100 per day of delay) are non-refundable.

5. Termination Due to Non-Payment (Clause 6 & 22)

In case of delay in making monthly payments beyond the due date:

• An administrative delay fee of ₹100/- per day will be levied.
• The maximum permissible delay period is 10 days. If the payment is not realized within 10 days of the due date, the agreement will stand cancelled automatically, caregiving services will be withdrawn, and no refund will be issued.

6. Demise of the Patient (Clause 23)

In the unfortunate event of the demise of the patient:

• The service agreement shall be deemed terminated immediately upon formal intimation.
• The caregiver shall be respectfully withdrawn from the client’s residence within seventy-two (72) hours.
• All receivable calculations and balance refunds shall be settled in full within fifteen (15) days of the withdrawal of caregiving services.

7. Processing Timelines & Mode of Settlement

Approved refunds are processed through official banking channels within 7 to 10 working days (or 15 days in case of patient demise settlement). Refunds are returned directly to the client's originating bank account or verified UPI ID via NEFT/IMPS/UPI.

8. How to Request a Cancellation or Refund

To request a cancellation, please send a written notice specifying your agreement number and client name to: