Refund & Cancellation Policy

Last updated: July 12, 2026 at 1:53 PM IST

This Refund & Cancellation Policy explains how refunds, cancellations and billing disputes work for paid monthly subscription plans purchased by service experts on Donekar. It forms part of our Terms & Conditions.

1. Scope of this policy

Donekar currently accepts online payments only for expert-side monthly subscription plans or platform access plans. These subscriptions may give eligible service experts access to paid platform features, additional customer requests, visibility, usage limits or similar expert-side benefits described in the app at the time of purchase.

Donekar does not currently collect payment from customers for offline services performed by experts. Any service fee, repair charge, labour charge, reimbursement, tip, cancellation amount or refund agreed directly between a customer and an expert is settled between those users. Such offline payments are not refundable by Donekar.

2. Monthly subscription cancellation

An expert may stop using a paid plan or choose not to renew a monthly subscription at any time from the expert app or by contacting support. Cancellation stops future access or renewal, where renewal is applicable. The paid plan will normally remain available until the end of the current paid billing period unless we state otherwise in the app.

Cancelling a subscription does not automatically create a refund for the current billing period. Monthly subscription fees are generally charged for access to platform benefits during that month, not for a guaranteed number of jobs, leads, bookings, customer responses, earnings or conversions.

3. When a subscription refund may be approved

We may approve a full or partial refund for a monthly subscription payment in the following cases, after verification:

• The same subscription payment was charged more than once for the same billing period.
• The payment succeeded but the paid plan was not activated due to a technical error on our side.
• You were charged after a confirmed cancellation because of a billing error on our side.
• The payment was successful but the transaction was later reversed, failed or marked invalid by the payment partner or bank.
• We are required to refund the amount under applicable law or a written regulatory direction.

4. Non-refundable cases

Unless applicable law requires otherwise, monthly subscription payments are generally non-refundable in the following cases:

• The plan was activated and expert-side benefits were available or used during the billing period.
• The expert did not receive the expected number of jobs, leads, bookings, calls, chats, customer responses or earnings.
• The expert changed their mind after purchase or stopped using the app during the paid month.
• The expert account was restricted, suspended or terminated because of policy violations, fraud, unsafe conduct, KYC issues, misuse or prohibited activity.
• The claim relates to payments made directly between a customer and an expert for offline services.
• The request is based on wrong plan selection, unless we separately decide to offer a plan correction or credit.
• Promotional credits, free allowances, bonus access, discounts or trial benefits have no cash value and are not refundable.

5. Failed, pending or duplicate payments

If money is debited but the subscription payment does not complete, the amount is usually reversed by the bank or payment partner. If the amount is not automatically reversed, contact us with the payment details so we can verify the transaction status.

If a duplicate payment is confirmed for the same expert account and billing period, we may refund the duplicate amount or adjust it against a future subscription period, depending on the transaction status and the expert's preference where feasible.

6. Refund method and timeline

Approved refunds are processed to the original payment method through our payment partner, Cashfree, or any other payment partner used for the transaction. Once approved by Donekar, refunds are usually initiated within 5-7 business days. The actual time for the money to appear in your bank account, card, UPI account or wallet may depend on the payment method, bank and payment partner.

We do not normally issue refunds to a different bank account, UPI ID, wallet, card or third-party account unless required for compliance, technical or legal reasons.

7. How to request a refund

To request a refund, contact us from the expert app or email support@donekar.com within 7 days of the transaction. Include:

• registered mobile number or expert account details;
• payment ID, order ID, transaction ID or screenshot of the payment;
• subscription plan name and transaction date;
• reason for the refund request; and
• any supporting screenshots or bank/payment confirmation.

We may ask for additional information to verify your request. We aim to review refund requests within 2-3 business days after receiving the required details.

8. Abuse and fraudulent claims

We may reject refund requests that appear fraudulent, abusive, misleading, repeated without basis, or inconsistent with platform records. We may also restrict platform access where payment fraud, chargeback abuse, account misuse or policy violations are detected.

9. Changes to this policy

We may update this policy when we change our subscription plans, payment flows, billing model, payment partners or legal requirements. The updated policy will be posted on this page.

10. Contact and escalation

For refund support, email support@donekar.com. For unresolved issues, you may contact our Grievance Officer.