1. Before work starts
You can cancel for a full refund of the order amount any time before the provider taps “Start work” — whether the provider has accepted yet or not.
If the provider declines your request, or does not reply in time, the request is cancelled and nothing is charged.
2. Just after work starts
For a short grace period after the provider taps “Start work”, you can still cancel for a full refund. The exact time is shown in the app when you pay.
3. After the grace period
The provider’s cancellation terms apply. They are shown on every listing, and the terms shown when you booked are the ones that count:
- No refund after work starts, or
- A partial refund of a set percentage, or
- Pay for what’s been delivered: for work in units (days, boxes, pieces), you get back the part not yet delivered. The app shows the exact amount before you confirm.
4. If the provider doesn’t start
If you have paid and the provider does not start the work in time, the booking is cancelled automatically and you get a full refund of the order amount, whatever the listing’s terms.
5. Service charge
The service charge, shown at checkout, is not refundable — even when you get a full refund of the order amount.
6. If the work wasn’t done properly
A problem is not a cancellation. If the work was not done, was wrong, or the provider did not turn up, raise a problem in the app within 3 days of the work being marked done. The money stays on hold and the Brouz team decides a full refund, a partial refund or payment to the provider.
If you cancelled after work started and the provider kept part of the money, you can also raise a problem about that within 3 days of cancelling.
7. Brouz Plus and Pro plans
Plan payments by providers are not refundable once the plan has started. If a plan payment fails or is charged twice, the extra amount is refunded in full.
8. How refunds are paid
Refunds go back to the payment method you used, through Razorpay. They are started straight away and usually reach you within 5–7 working days, depending on your bank.
Questions about a refund: info@brouz.in or +91 73056 83220.