Refund Policy

Cancellation / Service Stop / Rescheduling Policy

You can cancel any service (Trip/Service) at any time through the Trustotrycare App.

However, if you cancel after the service provider (Provider) has been matched, cancellation charges may apply.

These charges may be levied for the following reasons:

Bank transaction charges

Platform fee

Cancellation / Service stop charges

Medical equipment delivery charges

Time & effort spent by healthcare providers to reach your location etc.

Important

Please request a service only when:

You are fully prepared to receive the service, and

You are present near the pickup/service location.

This will make it convenient for the service provider and improve your overall experience.

1. Cancellation

(A) Before Matching (Before a Service Provider is Assigned)

If you have booked a service but no provider has been matched yet, you can cancel or reschedule the service by providing a valid reason.

In this case, 100% refund (Full Refund) will be given.

(B) After Matching (After a Provider is Assigned)

If you cancel within 24 hours of matching → 3% fee will be deducted, balance refunded.

If you cancel after 24 hours of matching → 4% fee will be deducted, balance refunded.

(C) If the Service Provider Has Already Dispatched Towards Your Location

If the booking duration is 8 days or less → 10% of service fee will be deducted, remaining amount refunded.

If the booking duration is 9 days or more → 5% of service fee will be deducted, remaining amount refunded.

2. Rescheduling

(A) After Matching & Confirmation

Only the date and time of the service can be changed.

This change is possible only with the consent of the service provider / healthcare professional.

(B) If There is No Confirmation from a Provider or in Case of Wrong Gender Selection by User

The user can reschedule the service.

In this case, the gender, date, and time can be modified repeatedly until a suitable service provider is matched and the service is confirmed.

Live Service Stop Policy

(Applicable Services: Babysitter, Nursing Care, Caregiver, Physiotherapy, and Dresser)

1. If a Death Certificate is submitted at the time of Live Service Stop, then after accepting the Stop Live Service request, 100% refund will be applicable on the remaining amount."

If upon verification the reason is found to be false → it will be considered under Other Reason.

2. On submission of Other City Hospital Admission Paper or Air ticket.

If service duration is more than 15 days → 7% will be deducted from the remaining amount.

If service duration is 15 days or less → 10% will be deducted from the remaining amount.

If upon verification the reason is found to be false → it will be considered under Other Reason.

3. Job Transfer / Change of City (Proof Upload Mandatory)

If service duration is more than 15 days → 10% will be deducted from the remaining amount.

If service duration is 15 days or less → 12% will be deducted from the remaining amount.

If upon verification the reason is found to be false → it will be considered under Other Reason.

4. Other Reason

If service duration is more than 15 days → 12% will be deducted from the remaining amount.

If service duration is 15 days or less → 15% will be deducted from the remaining amount.

Medical Equipment Rental – Live Service Stop Policy

1. If a Death Certificate is submitted at the time of Live Service Stop, then after accepting the Stop Live Service request, 100% refund will be applicable on the remaining amount.

If verification is found false → It will be treated as Other Reason

2. Hospital Admission in Another City (on submission of Hospital Admission Paper or Air ticket)

If service duration more than 15 days → 7% will be deducted

If service duration less than 15 days → 10% will be deducted

If verification is found false → It will be treated as Other Reason

3. Job Transfer / City Change (with valid proof

If service duration more than 15 days → 10% will be deducted

If service duration less than 15 days → 12% will be deducted

If verification is found false → It will be treated as Other Reason

4. Other Reason (any other cause)

If service duration more than 15 days → 12% will be deducted

If service duration less than 15 days → 15% will be deducted

The Live Service Stop will be accepted only if the user has paid the due amount in full.

If the due amount is not paid, the request will be automatically cancelled.

The remaining balance will be transferred to your original payment account (Bank Account).

Note:

The Live Service Stop request will be accepted only if the user has cleared all outstanding dues or if the due amount is zero/positive."

If delivery charges, platform fees,rewards etc. have already been applied, they will not be refunded/ refund policy not applicable.

Auto Live Service Stop Policy

Partial Payment Scenario:

If, at the time of booking confirmation, the user has made only a partial payment, and the remaining amount is considered as a promise to be paid either before the service goes Live or immediately after the service goes Live, and the company/service provider has set the service as Live,

but the user, after the service goes Live, shows negligence/failure (Ignore/Fail) in making the due payment by the scheduled date,

then the company may grant the user up to 24 hours prior to the expiry of the partial payment to complete the payment.

After this period, the company reserves the right to Stop (Terminate) the service.

This duration will depend upon the Category, Duration, and Due Amount of the service.

Reminder Policy:

In such a situation, the company, at its discretion, may send a payment reminder (WhatsApp / Pop-up / Call) or a Live Service Stop Notification 24 hours prior, or may choose not to send it.

Service Stop Rule:

The service will be stopped on the Round Figure Day or when the balance becomes Positive.

The reason for this action will be recorded as: “User’s Negligence / Promise Break.”

In this case, 100% Deduction (full forfeiture) will be applied.

Example:

Service Fee: ₹100 / 10 days (₹10 per day)

Advance Paid by User: 25% (₹25) = Equivalent to 2.5 days of service

If the user fails to pay the remaining ₹75 within 2 days,

The service will be automatically stopped as soon as the 2 days are completed.

Additional Charges (Considered as Fine)

The following extra charges may be levied as fines:

₹5 (remaining balance) will be considered as a fine by the company.

Medical equipment delivery charges

Time & Effort charges of healthcare providers

Other applicable charges

Refund Process-

Refund will be applicable only on the remaining amount after the Cancellation or Live Service Stop request is accepted.

Approved refunds will be processed within 7 to 21 business days through the same payment method used by the customer.

If there is any delay in the refund process due to the bank or a third-party payment provider, Trustotrycare Pvt. Ltd. will not be held responsible.

Non-Refundable Services

Services that have already been completed or fully utilized.

Services where accessories have been installed or replaced.

Any promotional or discounted services.

Any medicine or medical equipment ordered along with the service.

Note: Trustotrycare Pvt. Ltd. does not take responsibility for such medicines or medical equipment.

Other Terms

Our cancellation policy may be updated from time to time.

In special cases, cancellation charges may be waived.

This policy may also apply to certain services on a trial basis.

If a service provider is unable to reach the pickup location due to technical issues, the customer will receive a full refund.

📩 Contact-For more information:

✉️ trustotrycare@gmail.com

Or raise a Support Ticket / contact the Trustotrycare Support Team.