OrcusCancellation & Refund Policy
Customer cancellations
- Before the provider starts travelling / before work begins — cancel free of charge from the app.
- After the provider has started travelling but before work begins — cancellation is free, but please cancel promptly. Repeated late cancellations may affect your account.
- After work has begun — you pay for the work actually done and any materials already used, as agreed with the provider. The provider may charge a reasonable visit/diagnosis fee where one was disclosed up front.
If the provider doesn't show up or the work isn't as described
You are not charged for a job that didn't happen. If a provider doesn't arrive, or the work was clearly not as described, open Profile → Raise a complaint or dispute in the app (you'll get a ticket number) or email [email protected] with your order ID. We investigate and, where justified, arrange a re-match or a refund.
48-hour service guarantee
Every completed job comes with a 48-hour service guarantee. If something goes wrong with the completed work within 48 hours of completion — for example the same leak returns or a repair stops working — report it from Order History → the green guarantee bar on your completed order. The provider must return and fix the reported problem free of charge (one free revisit per order).
- The guarantee covers the work that was done, not new or unrelated problems.
- The 48-hour window starts when you confirm completion with the PIN.
- If the provider does not resolve your guarantee claim, raise a complaint from Profile → Raise a complaint or dispute — unresolved guarantee claims are treated as disputes on the provider's record.
Refunds
- Orcus doesn't take a cut of the job price, so most money moves directly between you and the provider (cash or direct UPI). Where Orcus processed an online payment, eligible refunds are returned to your original payment method.
- Approved online refunds are typically processed within 5–7 business days after our investigation concludes.
- For cash / direct-UPI jobs, Orcus will mediate between you and the provider and may credit or compensate where the facts warrant it.
Provider's side
Providers are never charged a lead fee for a job that is cancelled before completion or that doesn't happen. Lead charges apply only to completed leads — see the Service Provider Agreement.
How to request a cancellation or refund
- Open the order in the app.
- Use Cancel (before work begins) or Profile → Raise a complaint or dispute for a refund/dispute.
- Note your ticket number; quote it if you escalate to the Grievance Officer.