Refund & Cancellation Policy

1. Cancelling before the session

The fee depends on how far the booking has actually progressed, not just the time on the clock. Once a therapist has set off they have already committed the slot, and once they have arrived they have already spent the travel — so cancelling past those points is charged on the booking's own status rather than on how far ahead of the slot it is.

The time-based window below can differ by city where local conditions require it; where a different window or fee applies to your city, the app shows that figure instead of the standard one. The exact figure that applies to your booking is always shown before you confirm a cancellation.

• Once a therapist has started travelling to you, cancelling costs 30% of the total booking value, including any travel charge — the rest is refunded.
• Once the therapist has arrived at your address, cancelling costs 50% of the total booking value — the rest is refunded.
• Before the therapist has set off: cancel more than 2 hours before the scheduled start and you pay nothing. Cancel within 2 hours and a cancellation fee of 50% applies, with the rest refunded.

2. Rescheduling instead of cancelling

Rescheduling a booking is free. If your plans have changed but you still want the session, move it rather than cancelling it — you keep the booking and pay no fee.

Rescheduling releases the therapist who was assigned, so a new therapist is matched for the new time. If you want the same therapist, ask support and we will try, but we cannot guarantee it.

A booking can be rescheduled while it is confirmed or has a therapist assigned. Once the therapist is on the way, it can only be cancelled.

3. When we or the therapist cancel

• If the assigned therapist cannot attend, we try to reassign the booking first. You are told as soon as we know.
• If we cannot staff the booking in time, you are offered a new slot or a full refund, with no fee, whichever you prefer.
• If we cancel for a safety reason — for example, an incident under investigation — you receive a full refund with no fee.
• If a booking cannot go ahead because of something outside anyone’s control, such as a natural event or a civil disruption, it is cancelled in full with no fee.

4. No-shows

• Therapist no-show: if the therapist does not arrive, you get a full refund and priority rebooking. You are never charged for a session that did not happen because we failed to staff it.
• Customer no-show: if the therapist reaches the address at the scheduled time — the app registers their arrival within about 50 metres of it — and cannot start because nobody answers, entry is not possible, or the Service OTP is not shared, the booking may be charged the fee that applies once a therapist has arrived (see section 1), because the therapist has travelled and lost the slot.
• Before a customer no-show is charged, the therapist is expected to have tried to reach you through the app’s chat. If you were not contacted, tell us and we will not charge it.

5. If the session was not right

If something went wrong — the therapist arrived very late, the service was not what was booked, or the standard fell short — raise it in the app within 24 hours of the session, either as a support ticket or by reporting an issue on the booking.

We look at each case individually and take the therapist’s account into consideration too. Depending on what we find, the outcome may be a full refund, a partial refund, wallet credit, or a repeat session at no charge.

Reports of misconduct are handled as safety incidents rather than refund requests, and are investigated on a different track. A refund is not conditional on the outcome of that investigation.

6. How refunds are paid, and how long they take

We refund only what was actually collected, less anything already refunded on the same booking. If a payment was never captured, there is nothing to refund and the booking is simply cancelled.

• Refunds go either to your Midnight Mitra wallet or back to the original payment method. Wallet credit is available immediately and can be used on your next booking.
• Refunds to a card, net banking or UPI are sent to the payment provider the same or next working day. How long they then take to appear depends on your bank — typically 5 to 7 working days, occasionally longer.
• Where you paid by UPI QR and the payment had been verified by our team, the refund is made back to the UPI ID it came from.
• For a cash booking, there is nothing to return unless you had already paid something towards it; any such amount is credited to your wallet or refunded as agreed.

7. Wallet credit

• Wallet credit is applied automatically to reduce the amount payable on your next booking.
• It is not transferable, cannot be withdrawn to a bank account, and is closed with the account if you delete your account — so use it before you leave.
• Where a refund arises on a booking that was partly paid from wallet credit, the wallet portion is returned to the wallet.

8. What is not refundable

• A session that was delivered as booked and opened with your Service OTP, where no service-quality issue was raised within 24 hours.
• The cancellation fee itself, where the cancellation fell inside the chargeable window.
• Promotional credit and coupon discounts, which have no cash value.
• Travel surcharge on a booking where the therapist had already travelled to the address.

9. Disputes and chargebacks

If you disagree with a refund decision, escalate it to our Grievance Officer rather than raising a chargeback with your bank first. A chargeback freezes the amount for weeks and usually delays your money rather than speeding it up.

Write to grievance@midnightmitra.com with the booking number. Complaints are acknowledged within 24 hours and resolved within 15 days under the IT (Intermediary Guidelines) Rules, 2021.

Nothing in this policy limits your rights under the Consumer Protection Act, 2019.

10. How to request a refund

Open the booking in the app and report an issue, or raise a support ticket from Help & support — replies come back in the app so the whole exchange stays in one place. You can also write to support@midnightmitra.com with your booking number.