Refund & Cancellation Policy

This Refund & Cancellation Policy explains how refunds are handled for transactions made on the ExtraHand platform operated by Naipunya AI Labs Private Limited ("we", "us", "our").

1. Platform Nature

ExtraHand is a marketplace platform that connects customers ("Posters") with independent service providers ("Taskers"). Payments are processed through RBI-compliant payment partners and may be held in escrow until completion of the service.

2. When Refunds Are Applicable

Subject to the conditions below, a Poster may be eligible for a full or partial refund in the following situations:

• The Tasker does not start the task within the agreed time.
• The Tasker cancels the task before or during execution and the Poster does not wish to continue.
• The service delivered is materially different from what was booked, and both parties agree to cancel.
• A duplicate charge or clearly demonstrable payment error has occurred.

3. Non-Refundable Situations

Refunds will generally not be provided in the following scenarios:

• Change of mind by the Poster after the Tasker has already started or completed the task, unless otherwise agreed between Poster and Tasker.
• Dissatisfaction with the outcome where the Tasker has reasonably complied with the agreed scope.
• Requests made beyond the defined refund request period (see below).
• Situations where law enforcement or regulatory authorities direct that funds be held or adjusted.

4. Refund Request Window

Unless otherwise notified on the booking screen, Posters must raise a refund request within 72 hours of the scheduled task completion time or actual completion (whichever is earlier). Requests raised after this period may not be eligible for a refund.

5. How Refunds Are Processed

Where a refund is approved, we will generally:

• Reverse any pending transfers to the Tasker (where funds are held in escrow), and
• Initiate the refund to the original payment method used by the Poster.

Refund timelines depend on the payment gateway and issuing bank but typically take 5–10 business days after initiation.

6. Partial Refunds & Adjustments

In some cases, we may process partial refunds where only a portion of the service was completed or where both parties agree on a reduced amount. Any commission or platform fee may be adjusted accordingly.

7. Chargebacks & Disputes

If a chargeback or dispute is raised with a bank or payment partner, we may temporarily withhold payouts or deduct disputed amounts from future earnings of the Tasker until the dispute is resolved. We may also request supporting documents from both Poster and Tasker.

8. Contact for Refund Queries

For any questions regarding this policy or to raise a refund request, please contact:

This policy may be updated from time to time. The latest version will always be available on this page.