Refund & cancellation policy

1. Definitions

• Booking / Service Booking: a confirmed request by a customer for delivery of Protection Services through the Platform.
• Total Service Fee: the full-service amount payable by the Customer for the booked Protection Services (excluding taxes unless otherwise stated).
• Advance / Booking Advance: the portion of the Total Service Fee paid at the time of booking to confirm a Booking. By default, a booking advance is 50% of the Total Service Fee, unless a different advance amount is explicitly shown at checkout.
• Pre-Deposit: an amount required from Service Professionals to unlock certain Leads or urgent requests, as per the Terms.
• RONGO Credits / Promo RONGO Credits: platform credits issued to Service Professionals or Customers for platform use.
• Convenience Fee: any fee charged by RONGOshield for online payment facilitation and marketplace services.
• Refund Window / Cut-off: timelines set out in Section 4 for when a cancellation is eligible for full/partial refund.
• Chargeback: a reversal of a card or payment processor transaction initiated by the Customer through the card issuer or payment processor.

2. Scope & Applicability

This Policy applies to:

• All payments, advances, pre-deposits and credits collected by RONGOshield in respect of Bookings on the Platform; and
• All Customers and Service Professionals who use the Platform.

This Policy does not apply to purchases of merchandise or consumables unless explicitly specified at the time of purchase.

3. Principle & Policy Objectives

• To provide clear, predictable rules for cancellations and refunds that balance customer protection with RONGOshield’s legitimate operational and safety needs.
• To preserve the integrity of the marketplace and protect against misuse, fraud, and last-minute cancellations that cause losses to Service Professionals or RONGOshield.
• To ensure compliance with applicable laws and the Terms (including the Company’s rights to set off, deduct, withhold or recover amounts).

4. Booking Confirmation, Advances & Refund Eligibility

4.1 Booking Confirmation

• A Booking is confirmed only when the Customer has paid the displayed Advance (default 50%) and the Platform shows the Booking as “Confirmed.” Until then, the Booking is provisional.

4.2 Standard Cancellation Refund Rules (Customers)

• Cancellation > 24 hours before scheduled start time: Full refund of the Advance (less any non-refundable processing charges, if applicable) will be issued to the Customer using the original payment method or as platform credit, at RONGOshield’s discretion and subject to Section 6.
• Cancellation within 24 hours of scheduled start time: Only 50% of the Total Service Fee will be refunded to the Customer. The remaining 50% will be retained as cancellation fee (representing the Service Professional’s reasonable allocation of lost opportunity and administrative costs). Any refund due under this clause will be processed in accordance with Section 6.
• Cancellation after service start / during service: No refund will be provided for the portion of the Service already rendered. Any partial refunds (if applicable) are at RONGOshield’s discretion and subject to investigation and the Terms.

4.3 Cancellation by RONGOshield or the Service Professional

• If RONGOshield cancels a confirmed Booking for operational reasons (system failure, safety concerns, inability to locate an available Service Professional, Force Majeure, or other legitimate reasons), the Customer will be entitled to a full refund of the Advance and any amounts paid for that Booking. RONGOshield may, at its option, offer an alternative booking or credit in lieu of refund.
• If the Service Professional cancels after accepting a Booking, RONGOshield may determine the refund amount after assessing the circumstances. Where cancellation by the Service Professional causes customer loss, RONGOshield may credit the Customer fully and recover such costs from the Service Professional (including by set-off against payouts), as permitted under the Terms.

5. Deposits, Credits & Non-Refundable Items

5.1 RONGO Credits and Promo RONGO Credits

• RONGO Credits obtained by payment: Non-refundable except where required by applicable law or expressly stated otherwise. RONGOshield reserves the right to revoke, deduct, or adjust such credits in cases of fraud, misuse, or error.
• Promo RONGO Credits: Non-transferable, non-redeemable for cash, and non-refundable.

5.2 Pre-Deposit (Service Professionals)

• Pre-Deposits required of Service Professionals are refundable upon termination of services subject to the Terms, less any dues, penalties, or set-offs. In the event of cancellation by the Service Professional, any refundable portion of the Pre-Deposit will be assessed in accordance with Clause 6.3 of the Terms and Section 9 below.

5.3 Convenience Fees, Payment Gateway Charges & Processing Fees

• Convenience Fees charged to Customers are non-refundable, unless required by applicable law or payment processor rules. Payment aggregator or gateway fees charged to RONGOshield may be passed on or deducted where applicable.

5.4 Orientation / Onboarding Fees & Purchase of Equipment

• One-time orientation or onboarding fees (if charged) are non-refundable except where RONGOshield expressly agrees otherwise.
• Purchases of RONGO-branded consumables or equipment are refundable only as provided under Clause 20(b) of the Terms (e.g., buyback on discontinuation, and subject to conditions such as unused, unopened, undamaged items and within specified timelines).

6. Refund Process & Timelines

6.1 Initiating a Refund

• Refunds for bookings may be initiated by:
  • the Customer submitting a cancellation request via the Platform or contacting customer support; or
  • RONGOshield (or the Service Professional) cancelling the Booking.
• All requests must include the Booking ID, customer name, contact details, and reason for cancellation.

6.2 Verification & Investigation

• RONGOshield reserves the right to verify any cancellation and to investigate disputes before processing a refund. Refunds may be withheld while RONGOshield investigates suspected fraud, third-party chargebacks, or misuse.

6.3 Processing Timeframes

• Subject to verification, refunds will be processed within 7–14 business days from the date the refund is approved by RONGOshield.
• Refund method:
  • Refunds for card, UPI or net-banking payments will be credited to the original payment instrument when possible.
  • Where refund to the original payment method is not possible (e.g., cancelled/frozen card), RONGOshield may offer the refund as RONGO credits or via bank transfer.
  • Refunds for cash payments will be handled as specified on the Booking confirmation and in accordance with local processes.
• The Customer’s bank or payment provider may take additional time to reflect the refund in the Customer’s account; RONGOshield is not responsible for this delay.

6.4 Partial Refunds & Adjustments

• Where a partial refund is due (e.g., for partial service or discounts), RONGOshield will calculate the amount due after deducting applicable convenience fees, penalties, and any amounts owed to Service Professionals. Any deduction will be explained in the refund communication.