Cancellation and refunds

Current cancellation window

Customers can cancel a booking in the app only while its status is Requested or Accepted. Once a provider marks On the way, In progress or Completed, customer cancellation is unavailable in the current workflow.

Provider cancellation or decline

A provider can decline a pending request. A provider can cancel an accepted request before travel begins. Status changes appear in booking history when the service is reachable.

Fees and no-shows

The current app does not calculate or collect cancellation fees, no-show fees or rescheduling charges. No contrary verbal or off-platform claim is an in-app Provzo charge.

Refunds on cash payments

Cash handed directly to a provider has not passed through Provzo, so there is no Provzo-held balance to return. Raise the issue with that provider first, and report it to Provzo support so the booking record carries what happened. Your statutory consumer rights are unaffected by the payment method you used.

Refunds on digital payments

A payment made through Razorpay is refunded to the instrument it came from — the same card, UPI handle, account or wallet. Refunds are not paid out in cash, to a different instrument, or to a third party, because that route is how refund fraud works.

Grounds for a refund: the provider cancelled, nobody attended, the work was not performed, you were charged more than the recorded booking amount, or you were charged twice for one booking.

Refund timeline

A refund request receives a decision within 3 working days of being raised with support. Once approved, Provzo instructs Razorpay the same working day.

The money then takes 5 to 7 working days to appear, because the gateway and your bank or card issuer each add settlement time that Provzo does not control. The clock starts at approval, not at the moment you ask. If nothing has arrived after that window, contact support with the booking reference and the payment reference.

A refund cannot be recalled once it has been issued. If you believe a refund was made in error, do not expect it to be reversed — contact support and the position will be corrected as a separate matter.

Ask Provzo, not the gateway

Refund requests go to Provzo support. Razorpay processes payments on Provzo's behalf and cannot decide or issue a refund for a Provzo booking, so contacting the gateway directly will not move your request forward.

The one thing the gateway is useful for is evidence: the payment reference on its confirmation is what lets support trace a charge.

Failed and duplicate payments

If a payment fails, no booking is confirmed. If money left your account anyway, it is an authorisation the gateway has not captured, and it is released back by your bank without Provzo doing anything — typically within 5 to 7 working days.

If one booking was charged twice, report it. The duplicate is refunded in full; a duplicate is never treated as credit toward a future booking.

After travel begins

If service cannot proceed after the provider starts travelling, contact the provider and support. The app does not currently provide rescheduling or an automated dispute-resolution flow.