Cancellation & Refund Policy - Jollyfer.com
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Cancellation & Refund Policy

Transparent & Fair Policy for Clients & Jollyfer Partners

📅 Revised Effective Date: April 1, 2025
⏱️
24-Hour Free Rule 100% Refund for Early Client Cancellations
💰
Refund SLA 7-10 Working Days (Instant Wallet Option)
🔄
Free Rescheduling Allowed Up to 6 Hours Before Booking
🏢
Legal Operator Faceons Internet Private Limited

Policy Navigation

Fairness & Transparency Commitment

At Jollyfer.com, operated by Faceons Internet Private Limited (CIN: U82990OD2025PTC048012), we maintain an equitable cancellation ecosystem. This document sets forth binding terms governing service order cancellations, rescheduling, and refunds for both Clients (Consumers) and Service Partners (Individual Freelancers & Business Establishments).

1

Preamble & Statutory Framework

This Cancellation and Refund Policy is published in compliance with:

  • The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020;
  • The Information Technology Act, 2000 (Section 79 Intermediary Safe Harbor & IT Rules 2021);
  • The Digital Personal Data Protection Act (DPDPA), 2023;
  • The Indian Contract Act, 1872.

Jollyfer.com acts as an E-Commerce Marketplace Platform / Intermediary connecting end consumers with independent service professionals and registered commercial establishments. Payment aggregation and cancellations are governed strictly through platform-facilitated mechanisms.

2

Scope of Covered Service Models

This policy applies universally across all booking formats and service categories made available on Jollyfer.com:

🏠 At-Home / Doorstep

Beauty, grooming, spa therapies, styling delivered at client premises.

💈 At-Shop / Salon / Spa

In-venue appointments booked at registered salon or wellness centers.

💻 Online / Virtual

Virtual consultations, personal styling, remote beauty advising.

⏱️ Hourly Bookings

Time-based bookings (e.g., event photography, wedding makeup packages).

📦 Multi-Session Bundles

Package deals containing multiple recurring service sessions.

3

Client-Initiated Cancellations

Clients may cancel confirmed bookings through the Jollyfer app or website. Refunds are calculated based on the precise time remaining before the scheduled appointment slot:

✅
> 24 Hours Prior
100% Refund

Zero cancellation fee. Full refund to original payment source or instant wallet credit.

➔
⚠️
6 to 24 Hours Prior
50% Refund

50% refund issued. 50% retained as slot loss compensation for the assigned Partner.

➔
❌
< 6 Hours / En Route
0% Refund

Non-refundable. 100% retained to compensate Partner travel, setup, and reserved slot.

Special Booking Category Rules

⏱️
Hourly & Event Bookings

Cancellations under 6 hours incur a minimum fee equal to 1 hour of the agreed hourly rate or 100% of the slot deposit.

📦
Multi-Session Packages

Clients may cancel remaining unused sessions. Refunds are prorated minus any promotional package discounts already redeemed.

4

Partner & Establishment-Initiated Cancellations

Service Partners (including independent freelancers, salon staff, and commercial establishments) are required to maintain high reliability. Unilateral cancellations by Partners damage customer trust and trigger strict penalties:

📅
Partner Cancels > 24 Hours Prior
Client Entitlement: 100% Full Refund

Partner incurs an internal reliability score reduction on the platform.

🚨
Partner Cancels < 24 Hours Prior (Emergency/Late)
Client Entitlement:
100% Full Refund + ₹200 Jollyfer Inconvenience Credit

Partner Liability: A penalty fee of ₹300 is charged to the Partner's weekly payout account, and repeated cancellations lead to temporary profile suspension.

🏪
Salon / Establishment Staff Substitution Clause

If a designated staff member at a registered salon/spa establishment becomes unavailable, the establishment must reassign an equivalent qualified professional with prior client consent. If the client declines the substitute, it is treated as a Partner Cancellation, entitling the client to a full refund.

5

Comprehensive No-Show Policy

👤

Client No-Show

⏱️ Wait Period: 20 Mins (Home/Shop) / 15 Mins (Online)

If a client is absent, unreachable, or refuses entry after the mandatory wait period:

  • ❌ Booking marked as "Completed Client No-Show".
  • 💰 No refund (0%) issued to the client.
  • 💵 Reserved payout credited to the Partner for travel/time spent.
💼

Partner / Staff No-Show

🚨 Zero-Tolerance Misconduct

If a Partner fails to arrive or open the salon slot without prior notice:

  • ✅ Client receives 100% Full Refund + ₹200 Credit.
  • ⚠️ Partner penalized ₹500 on payout ledger.
  • ⛔ Mandatory compliance audit and account de-listing on second offense.
6

Rescheduling Framework

🆓
Free Client Rescheduling

Requests made more than 6 hours prior to appointment slot.

No Extra Fee

Partner Rescheduling Request: Partners may request slot changes at least 4 hours prior. If the client accepts, the booking is updated. If the client rejects, it is processed as a Partner Cancellation with a full client refund.

7

B2B Partner Purchased Services (Boosters & Marketing Addons)

This section governs promotional tools, featured listing placements, lead subscriptions, banner ads, and Booster Packages purchased by Service Partners (Freelancers and Salon Businesses):

📢
Express "No ROI / No Booking Guarantee" Disclaimer

Booster Packages and promotional tools increase profile visibility on Jollyfer.com but do not guarantee specific lead counts, customer bookings, or revenue turnover. Lack of customer sales does not constitute a deficiency of promotional service.

Booster Package Cancellation & Refund Schedule

⚡ Within 5 Hours of Purchase
100%

Full refund for accidental purchases reported within 5 hours, provided promotional campaign has not gone live.

🔄 Day 1 to Day 3
50%

50% refund eligible for cancellation within 3 days (50% retained for ad setup and server delivery fees).

❌ After 3 Calendar Days / Active Campaign
0%

Strictly non-refundable once campaign duration exceeds 3 days or is fully executed, regardless of customer order conversions.

8

Quality Complaints & Service Deficiency Claims

Consumer Protection Grievance Protocol

If a client experiences genuine service deficiency, unhygienic product application, bad behavior, or property damage during service execution:

  • Report the issue to support@jollyfer.com within 24 hours of appointment completion with photo/video evidence.
  • Jollyfer Quality Assurance Team will investigate the dispute within 48 hours.
  • If deficiency is verified, client receives a full or partial refund, or a complimentary re-service ticket charged to the erring Partner.
9

Refund Processing Timelines & Payment Methods

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Original Payment Mode

Refunds are remitted to original source accounts (Credit/Debit Card, UPI, NetBanking, Wallet) within 7 to 10 working days as per banking network standards.

⚡
Jollyfer Pay Wallet (Instant)

Clients may opt for instant credit into their Jollyfer Pay Wallet, available within 15 minutes for immediate re-booking.

10

Force Majeure & Platform Rights

In the event of unannounced government curfews, natural disasters, severe weather conditions, civil unrest, or major telecommunication/app network outages:

🌊 Act of God / Floods
🏛️ Lockdowns / Curfews
🚨 Safety Emergency
📶 Major Server Outage

Under Force Majeure conditions, bookings may be cancelled penalty-free by either party, and clients receive a 100% full refund or free rescheduling.

Cancellation & Refund Matrix

Scenario Client Refund Partner Impact / Notes
Client cancels >24h prior 100% Refund No penalty to either party
Client cancels 6-24h prior 50% Refund 50% payout to Partner for slot loss
Client cancels <6h prior / En Route 0% Refund 100% slot compensation to Partner
Partner cancels >24h prior 100% Refund Reliability score reduction
Partner cancels <24h / No-Show 100% + ₹200 Credit Partner charged penalty & audit
Client No-Show (After 20 mins) 0% Refund Booking completed; Partner paid
Partner Booster (<5 Hours) 100% Refund Accidental purchase protection
Partner Booster (>3 Days) 0% Refund Non-refundable promotional service
11

Statutory Nodal & Grievance Redressal Officer

Pursuant to the Consumer Protection (E-Commerce) Rules, 2020 and IT Rules 2021, grievances regarding cancellations, delayed refunds, or payment disputes may be escalated to our Nodal Officer:

🏢 Faceons Internet Private Limited
Designation: Grievance & Nodal Officer
Corporate Email: support@jollyfer.com
Corporate Identity (CIN): U82990OD2025PTC048012
Official Address: Faceons Internet Pvt Ltd, Plot No 385/2522/3931, TBS Tower, Near Koel Campus, Patia, Bhubaneswar, Odisha, PIN - 751024 India

Need Cancellation or Refund Support?

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