Cancel policy

Dutibook – Cancellation & Refund Policy

At Dutibook, your satisfaction is our priority. We aim to connect you with skilled service providers who deliver quality and professionalism. This policy explains how cancellations, refunds, and service issues are managed to ensure fair experience for both customers and providers.

1. Satisfaction Guarantee

We want every Dutibook service to meet your expectations.

  • If you are not satisfied with the service, please report the issue within 24 hours of completion.

  • For short-duration services (e.g., cleaning, gardening, cooking, beauty/hair services, tailoring, electrician/plumber visits), issues must be reported immediately after service completion.

  • Do not share the OTP if you are unhappy or the service is incomplete. Providing the OTP means you approve and accept the service.

  • For long-term or complex services (e.g., construction, mechanical work, roof repair), if issues appear later, Dutibook will review and assist according to this policy.

Note: Dutibook may restrict wallet credit usage on certain services. This policy forms part of the Dutibook Terms & Conditions.

2. Cancelling a Service

✅ Cancel at Arrival

You may cancel when the service provider reaches your location, but the call-out/visit fee is non-refundable.

✅ Changed Your Mind

If you change your mind after booking:

  • You may cancel the booking anytime.

  • No refund will be applicable for mind-change cancellations.

  • You may reschedule if the service provider has not yet started traveling or is not en route.

✅ Service Not as Expected

If the work does not meet your expectations:

  • Do not share the OTP.

  • Inspect the work before confirming completion.

3. Faults & Damage Policy

Dutibook will investigate complaints fairly and transparently. Refunds or fixes are not covered for:

  • Normal wear & tear

  • Issues caused by customer negligence after service

  • Damage from power surges, weather exposure, or corrosion

  • Improper handling after service

  • Unauthorized fixing or alterations by the user or third party

4. Resolution Options

If a service issue is approved after review, you may choose one of the following:

  • Same provider returns to fix the issue

  • Assign a new provider for rework

  • Wallet refund (depending on case)

  • Service rebooking assistance

Support team will coordinate the resolution process.

5. Refunds & Service Charges

  • If a service recall or complaint does not meet policy rules, the customer may be charged for admin & travel costs.

  • If rescheduling is not possible within 25 days due to customer unavailability, the service will be marked abandoned, and no refund will apply.

  • Refunds (if approved) will be issued to the original payment method.

  • Refund requests made within 35 days of booking will be processed as per our Refund Policy.

Important Reminder

✅ Always check the work before approving
✅ Only share OTP when fully satisfied
✅ Report issues promptly for support assistance

Your cooperation helps us maintain fair, high-quality service standards for both customers and service partners.

Need Help?

If you have questions or need support, contact our DutyCare Support Team anytime through the app or website.