This policy applies to home services and property-care bookings made through the Kepr app. It is written to match exactly what the app enforces — if you ever see a difference between this page and the app, tell us and we will honour whichever is more favourable to you.
1. Cancelling a booking
- More than 6 hours before your slot — free. Cancel from My Bookings → booking → Cancel. No charge, and any amount you have paid is refunded in full.
- Within 6 hours of your slot — not self-serve. The professional has usually been assigned and has planned their day around it. Contact us and we will review it case by case; genuine emergencies are not penalised.
- After the professional has arrived — the visit is treated as delivered. If the work was not done, or not done properly, see Section 4 instead.
2. Rescheduling
Rescheduling is free more than 6 hours before your slot, and does not count as a cancellation. Use My Bookings → booking → Reschedule and pick a new slot. We would always rather you moved a booking than cancelled it.
3. Refunds
- Method: refunds go back to the original payment method. We cannot refund to a different card, account, or UPI ID.
- Timing: we initiate the refund within 2 working days of approving it. Your bank or card issuer then takes a further 5–7 working days to post it. That second part is outside our control.
- Service credits included in a subscription plan are returned to your credit balance, not as cash. Credits have no cash value and are not exchangeable for money.
- Materials already purchased specifically for your job (parts, fittings, consumables) are charged at cost even if the labour is cancelled. We will show you what these were.
4. If the work was not right
Tell us within 48 hours of the visit — in the app under Report an Issue, or on WhatsApp. Our first remedy is to send someone back to put it right at no cost. If we cannot fix it, we refund the amount charged for that service. We do not require you to accept a re-visit before a refund is considered.
5. Cancellations by us
If we cancel — no professional available, unsafe conditions, or the address turns out to be outside our service area — you are refunded in full, always, with no deduction. Where we cannot serve your pincode yet, you can join the waitlist and we will tell you when we launch there.
6. Subscriptions
Subscription plans renew for the period you chose. You can stop a renewal any time before it happens; the current period runs to its end and unused credits stay usable until then. We do not pro-rate a period that has already started.
7. How to reach us
Email team@kepr.in or WhatsApp +919739698991. Include your booking reference (it looks like KB-1234) so we can find it immediately. We reply to refund questions within 2 working days.