1) Introduction
Strings Social, acting as the deemed supplier, collects booking amounts at the time of confirmation but does not release funds to the Provider until the service is delivered and acknowledged by the Consumer. This ensures fairness, consumer protection, guaranteed payout on delivery, and an overall secure flow.
2) Consumer Cancellations & Penalties
Applies when a Consumer cancels a confirmed booking. Conditions are evaluated in priority order; once one applies, lower ones are ignored.
Case A: Same‑Day Bookings
(Signing Date = Execution Date; the initial request date does not determine the fee)
- Within 30 minutes of signing: 0% cancellation penalty.
- After 30 minutes and up to 1 hour after signing: 20% penalty.
- More than 1 hour after signing, before the service starts: 50% penalty.
Case B: Future‑Dated Bookings
(Signing Date is before Execution Date)
- Within 2 hours of signing: 0% cancellation penalty.
- After this grace period, cancellation on the execution date before start: 50% penalty.
- Before the execution date, with less than 12 hours left to start: 40% penalty.
- Otherwise, more than 2 and less than 12 hours after signing: 10% penalty.
- Otherwise, from 12 to less than 24 hours after signing: 20% penalty.
- Otherwise, 24 hours or more after signing: 30% penalty.
3) Provider Cancellations
- Consumer receives a 100% refund.
- Provider incurs a 10% penalty on total service value (deducted from next payout).
- Repeated cancellations may lead to warnings, temporary suspension, or deactivation.
4) No‑Shows & Late Attendance
- Consumer No‑Show: If the Consumer does not appear within 30 minutes of start, Provider may report a no‑show. After verification, Provider receives full payment; no refund to Consumer.
- Provider No‑Show: Consumer receives 100% refund; Provider charged 10% penalty.
Tip: Use Check‑In (below) to help resolve disputes.
5) Aborted Services (During Execution)
Provider Aborts
- 10% penalty on payout (capped at 30% after ≥3 aborts in the same month).
- Consumer receives a full refund.
Consumer Aborts
For regular paid services, ending an in-progress session attracts a 50% cancellation baseline plus a monthly abort surcharge of 10% to 50%, capped at a total 100% deduction. The settled paid-abort count resets each calendar month. GST and any applicable transaction-cost adjustments are included in the amount shown before confirmation; the refund percentages below illustrate non-GST services.
| Abort # | Penalty | Refund to Consumer | Notes |
|---|---|---|---|
| 1st | 60% | 40% | 50% baseline + 10% surcharge |
| 2nd | 70% | 30% | 50% baseline + 20% surcharge |
| 3rd | 80% | 20% | 50% baseline + 30% surcharge |
| 4th | 90% | 10% | 50% baseline + 40% surcharge |
| 5th+ | 100% | 0% | Maximum deduction; no refund |
Package Session Cancellation
Ending an individual in-progress package session cancels that session and counts it as used. No refund is issued for that session, and its value is excluded from any later package refund. Other sessions remain available. Cancelling the package itself follows the refund terms accepted for that package.
Trial services cannot be aborted. Monthly Plans follow their separate withdrawal and refund terms. If regular paid-abort history cannot be read from either the database or Redis, the default total deduction is 60%, with applicable GST.
6) Refund Settlement Process
- Refunds are issued to the original payment method (where supported).
- Settled per the payment gateway's refund cycle (typically 5–7 days).
- A 2% transaction fee may be deducted from the refund amount.
7) Dispute Resolution
- Either party may raise a dispute within the app.
- Strings Social will review and adjudicate per the official Dispute Resolution Policy (initially manual).
- In exceptional cases, decisions may override automatic penalties or refunds.
- All resolutions are binding.
8) Abuse Prevention & Exceptions
- We monitor misuse of cancellation/refund rules and may issue warnings, suspensions, or terminations.
- We recognize genuine emergencies; contact support for discretionary exceptions.
9) Rescheduling Services
- Either party may request rescheduling in emergencies.
- New schedule must be proposed in‑app and accepted by the other party.
- If declined, the original schedule remains valid.
- If neither attends at the original time, standard no‑show rules apply.
10) Check‑In Requirement (Location & Time)
Window
Check‑in within 30 minutes prior to scheduled start. Records include location & timestamp.
Purpose
Confirms readiness and provides proof for resolving no‑shows, lateness, or aborts.
Failure
Missing check‑in may lead to no‑show claims and penalties as per Section 4 (subject to dispute review).
11) Contact
Email: info@exentrea.com
Address: Exentrea Private Limited, Worli, Mumbai, India