Cancellation & Refund Policy

This policy explains how cancellations, refunds, and disputes are handled on the HunarWalaa platform. Please read it carefully before making a booking or topping up your Helper wallet.

1. Booking Cancellations

By the Client

• A Client may cancel a booking at any time before the Helper is en route at no charge.
• Once a Helper has been marked as en route, cancellation may result in a partial commission deduction from the Helper's wallet to compensate for their time and travel.
• Clients do not pay HunarWalaa directly — therefore no monetary refund is issued to the Client upon cancellation.

By the Helper

• Helpers may cancel a booking with reasonable notice before the scheduled time.
• Repeated cancellations without valid reason may result in account suspension.
• No commission is deducted for bookings cancelled before they are marked as started.

2. Client–Helper Payments

HunarWalaa does not process or hold payments between Clients and Helpers. Payment for services (cash, bank transfer, or any agreed method) is handled directly between the two parties. As such, HunarWalaa does not issue refunds for service payments — any disputes over service fees must be resolved directly between the Client and Helper.

3. Helper Wallet Top-Ups

• Wallet top-ups processed through the Platform are non-refundable once the transaction is confirmed.
• In cases of verified technical error (e.g. duplicate charge, payment processed but wallet not credited), a full refund will be issued within 5–7 business days.
• To request a refund for a technical error, contact us at hello@hunarwalaa.com within 48 hours of the transaction with proof of payment.

4. Commission Disputes

• If a Helper believes a commission deduction was made in error (e.g. for a booking that was cancelled or never completed), they may raise a dispute within 48 hours of the deduction.
• Disputes must be submitted to hello@hunarwalaa.com with the booking ID and a brief explanation.
• We will review and respond within 3 business days.
• If the dispute is upheld, the commission amount will be credited back to the Helper's wallet.

5. Service Quality Disputes

HunarWalaa does not guarantee the quality of services delivered by Helpers and does not issue compensation for unsatisfactory work. Clients are encouraged to review Helper profiles, ratings, and reviews before booking, and to raise quality concerns directly with the Helper. For serious misconduct or safety concerns, contact us so we can review the Helper's account.

6. Contact Us

For any cancellation or refund queries: