Refund & Cancellation Policy

1. Scope and Relationship with the T&Cs

 

This Policy applies to all Consultations and related Service Engagements booked through the Platform. Capitalised terms have the meanings given in the T&Cs. Escrow, release of funds, dispute handling, and payment operations are administered as described in the T&Cs and supplemented here for clarity

 

2. How Escrow Works and When Funds Are Released

When a Client books a Consultation, the payment is collected and held in Escrow until completion. After the scheduled Consultation, the Consultant confirms completion. If the Client does not raise a dispute within the specified dispute window (see Section 7), funds are released to the Consultant in accordance with the T&Cs (generally processed within fifteen (15) business days, subject to third-party or banking delays)
 

3. Refund Eligibility

A Client may be eligible for a refund when:

• Timely client cancellation: The Client cancels at least 24 hours before the scheduled start time.

• Consultant cancellation/no-show: The Consultant cancels, fails to attend, or otherwise does not deliver the Consultation.

• Non-delivery or materially different service: The service is not provided as agreed or is substantially different from what was described on the Consultant’s profile or booking confirmation.
   

Cancellations made within 24 hours of the scheduled start time are not refundable except where the Consultant is at fault (e.g., cancellation/no-show) or where Hourly.Design determines otherwise under Section 8 (Exceptional Circumstances).
 

4. Refund Amounts

• 24+ hour client cancellations: Full refund minus payment gateway processing fees actually incurred (typically 2 - 4% - exact amounts depend on the payment provider).

• Consultant-initiated cancellations/no-show or complete non-delivery: Full refund including gateway fees (we cover these in such cases).

• Service delivered but quality disputed: We may issue a partial refund (or no refund) after reviewing evidence under the dispute process (Section 7).

• <24 hour client cancellations: No refund, unless the Consultant is at fault or an Exceptional Circumstance applies.
   

Where applicable, Platform Fees already incurred to support the booking infrastructure (including Escrow handling) may not be refundable, consistent with the T&Cs
 

5. How to Request a Refund

Email team@hourly.design within 7 days of the scheduled Consultation date with: (i) booking confirmation number and (ii) short description of the issue. We may request additional details (e.g., screenshots, call logs, notes). Approved refunds are issued to the original payment method. Processing timelines depend on banks/payment providers; we generally initiate refund processing promptly upon approval, but settlement times are outside our control.
 

6. Cancellation Rules

Client cancellations. You may cancel your Consultation free of charge up to 24 hours before the scheduled start time via your account or by emailing team@hourly.design. Cancellations within 24 hours are not refundable (save Consultant fault/Exceptional Circumstances). You may still cancel late to free the slot, but a refund will not be due.
 

Consultant cancellations. If the Consultant cancels, we will notify you through your registered email (and any opted-in channels). You may receive a full refund (including fees) to your original payment method. or reschedule with the same/different Consultant at no additional cost. Alternatively, you may choose to reschedule:

• With the same Professional at no additional cost; or

• With a different Professional, in which case any difference in consultation fees will either be refunded (if lower) or charged to you (if higher), subject to your confirmation before the booking is finalised.

 

No-shows.

• Client no-show: If you fail to attend without prior cancellation, no refund is due.

• Consultant no-show: You are entitled to a full refund (including fees) and may be offered a goodwill credit for future use.

 

7. Disputes (Service Delivered but Contested)

If you believe the Consultation was not delivered as agreed, email team@hourly.design within 48 hours of the scheduled end time, attaching relevant evidence (brief notes, screenshots, or other materials). We will review materials from both parties and make a determination, which may include: (i) full refund, (ii) partial refund, (iii) no refund, or (iv) other remedial steps. Our good-faith decision under this process is final for purposes of Platform administration and Escrow disposition, consistent with the T&Cs’ dispute framework.
 

Important: If no dispute is raised within 48 hours, funds may be released from Escrow to the Consultant, and later refund requests may not be entertained except under Section 9 (Exceptional Circumstances)
 

8. Rescheduling

By Clients: You may reschedule up to 8 hours before the scheduled start time, subject to Consultant availability. One reschedule per booking is allowed at no extra charge; additional reschedules may incur an administrative fee of ₹500.00. To reschedule, kindly contact team@hourly.design.
 

By Consultants: If a Consultant needs to reschedule, they must propose prompt alternative times. If no mutually agreeable time is found, you may cancel the booking and receive a full refund. Alternatively, you may choose to rebook with another Consultant. In such cases, if the new Consultant’s rate is lower, the difference will be refunded to you. If the rate is higher, the additional amount must be paid by you before the booking is confirmed.

 

9. Exceptional Circumstances

We may, at our discretion, offer refunds, partial refunds, credits, or rescheduling where unforeseen events occur (for example: verified platform-wide technical issues during a session; sudden emergencies; force majeure-type events). Supporting documentation may be requested. This aligns with the T&Cs’ force majeure and service availability principles.
 

10. Processing Timelines and Third-Party Limits

Once a refund is approved, we initiate processing promptly. Actual time to reflect in your account depends on your bank/payment provider (typically 7–10 business days). Where funds remain in Escrow during a dispute, release or return is handled per our final determination under Section 7 and the T&Cs. Payment gateways and other third-party providers operate under their own terms/policies; we are not responsible for their independent timelines or downstream processing outside our control.
 

11. Abuse, Integrity, and Platform Safety

Attempts to misuse this Policy (for example, serial late cancellations, booking to extract information off-platform, or making claims in bad faith) may result in account restrictions, suspension, or termination, in line with the T&Cs’ Code of Conduct and enforcement provisions.

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12. Updates and Contact

We may amend this Policy to reflect changes in law, operations, or integrations. Updates will be posted on the Platform with a revised effective date. By continuing to use the Platform after publication, you agree to the revised Policy (if you do not agree, please stop using the Platform and contact us to close your account).

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Questions or requests under this Policy: team@hourly.design (Support hours: 10:00 AM – 6:30 PM IST on working days).
 

Effective from 1st August, 2025

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