Your money is safe: how Brouz holds your payment until the work is done
When you book on Brouz, you pay before the work starts. But the provider does not get your money straight away. Brouz holds it until you say the work is done. Here is what happens, step by step.
From booking to payment
- 1You send a requestChoose a date and, if the listing offers it, a quantity or delivery. You are not charged yet.
- 2The provider acceptsIf they cannot take it, or do not reply in time, the request is cancelled and you pay nothing.
- 3You pay in the appPay by UPI, card, net banking or wallet, through our payment partner Razorpay. Before you pay, you see the full amount: the order amount plus a small service charge.
- 4Brouz holds the moneyThe provider can see that you have paid. But the money stays with Brouz while they do the work.
- 5The provider does the workThey tap “Start work” in the app when they begin, and mark the order done when they finish.
- 6You confirm, and they get paidConfirm when you are happy with the work. If you do nothing, the order completes by itself 3 days after it was marked done, and the provider gets paid.
If something goes wrong
If the work was not done, was done wrong, or the provider did not come, raise a problem from the order in the app within those 3 days. Your money stays on hold. The provider cannot be paid while the Brouz team looks into it.
The team looks at the order, your chat with the provider and any photos you add. Then they decide: a full refund, a part refund, or payment to the provider.
If you need to cancel
You get the full order amount back if you cancel before the provider starts work, or for a short time after they tap “Start work”. After that, the provider’s cancellation terms apply. You can see them on every listing before you book. Cancellations, simply explained explains every case.
If you have paid and the provider does not start in time, the order is cancelled for you and you get the full order amount back.
Refunds go back to the way you paid and usually reach you in 5–7 working days, depending on your bank. The service charge is not refunded.
Why it works only in the app
This protection works only when you book and pay in the Brouz app. Money paid in cash, or sent directly to someone’s UPI, cannot be held, refunded or checked by Brouz.
- Phone numbers, UPI IDs and links are hidden in Brouz chat, so every deal stays where you are protected.
- If anyone asks you to pay outside the app, say no — and report the chat.
- Brouz will never ask for your OTP, PIN or card details. Not on a call, not by SMS, not in chat.
“Pay in the app. Confirm when the work is done. That is how your money stays safe.”
In short
- You pay only after the provider accepts your request.
- Brouz holds the money while the work is done.
- You have 3 days to confirm, or to raise a problem.
- Cancel before work starts to get the full order amount back.
- Money paid outside the app is not protected.
Questions about payments
When does the provider get paid?
When you confirm the work is done. Or automatically 3 days after they mark it done, if you have not raised a problem.
Is the service charge refunded if I cancel?
No. The order amount is refunded as per the cancellation terms, but the service charge is not refunded.
Can I pay the provider in cash instead?
Not on Brouz. If you pay outside the app, Brouz cannot hold the money, refund it, or help if something goes wrong.
How long does a refund take?
Refunds go back to the way you paid. They usually reach you in 5–7 working days, depending on your bank.
Someone called me saying they are from Brouz and asked for an OTP. What do I do?
Don’t share it. Brouz never asks for your OTP, PIN or card details. Hang up, and tell us at info@brouz.in.
