Cancellation & refunds
The short answer
enlacey never takes your money, so enlacey has nothing to refund. The app is free, and you pay the provider directly in cash or by UPI. Cancelling a booking on enlacey costs you nothing — there is no cancellation fee and no penalty charge, because there is no charge at all.
Cancelling a booking
Either side — customer or provider — can cancel from the booking screen at any point before the work is marked complete. What that means at each stage:
Before anyone accepts
Your job is still open. Cancel it and it simply closes; providers stop being notified. Nothing else happens.
After a provider accepts, before they start
Either of you can cancel. The other side is notified straight away. Please also say why in the chat — someone has probably kept the slot free for you.
While the work is going on
Either of you can still cancel, and either of you can instead use Report a problem if something has gone wrong. If money has already changed hands, settle it between yourselves for the part that was done — and tell us, because we will help.
After the work is complete
A completed booking cannot be cancelled. If you are unhappy with the work, use Report a problem on the booking. Our Haldwani team reads every report and usually calls back the same day.
Cancelling is free, but it is not consequence-free: repeated last-minute cancellations and no-shows — by a customer or by a provider — can get an account suspended. See the terms of use.
Refunds
- From enlacey: none, because we charge nothing. There is no platform fee, no commission and no subscription to refund.
- Money you paid a provider went straight to them — we never held it, so we cannot reverse it. If you paid in advance and the job did not happen, ask the provider directly. Then tell us: we will contact them, look at the booking record and the chat, and try to get a fair outcome — but we are only mediating, so we cannot guarantee the result and we cannot get your money back for you. If they will not put it right, that shows up in their standing on enlacey, and we can remove them.
- Your legal rights stand. Nothing here removes your rights against the provider under the Consumer Protection Act, 2019, or your right to go to a consumer forum.
If we ever handle payments
enlacey is built so that payments could run through it one day, but that is switched off. If it is ever switched on:
- we will publish a real refund policy here before the first rupee moves;
- the terms of use will change and the app will ask you to agree again;
- refunds would then be made to the source you paid from, within the timelines the law requires.
Until that happens, this page stands as written: no money, no fees, no refunds by us.
Questions
privacy@enlacey.com — we acknowledge within 48 hours and answer within 7 days. See Contact & grievance.