Refund & Cancellation Policy

Effective date: 15 June 2026  ·  Last updated: 6 July 2026

1. XpertWorker Does Not Charge Customers

XpertWorker is a free-to-use marketplace for customers. We do not charge customers for:

• Browsing service categories or viewing professional profiles;
• Submitting booking or quote requests;
• Receiving quotes from professionals;
• Using any feature of the Platform.

Because XpertWorker receives no payment from customers, there is no customer refund scenario involving XpertWorker. Any payment made in connection with a service is made directly from the customer to the professional upon completion of the work.

2. Professional Lead Fees

Professionals pay XpertWorker a lead fee each time a customer's booking request is shared with them.

2.1 Non-refundable policy

Lead fees are non-refundable once a lead has been delivered, regardless of whether:

• The customer engages the professional for the service;
• The job is awarded to a different professional;
• The customer cancels the booking after the lead was sent;
• The professional chooses not to contact the customer.

This reflects the fact that the value delivered — the introduction to a potential customer — is received at the moment the lead is dispatched.

2.2 Lead credit review

In the following exceptional circumstances, professionals may request a lead credit review:

• Duplicate lead — the same customer's details were sent more than once for the same booking within 24 hours;
• Platform technical error — a verified system fault caused an erroneous lead dispatch;
• Wrong category — the lead was dispatched in a category not matching the professional's listed services due to a Platform error.

Credit reviews must be requested within 24 hours of the lead being dispatched by emailing support@xpertworker.com with your registered mobile number, the lead ID, and the reason. Credits are granted entirely at XpertWorker's discretion and are not automatic.

2.3 Wallet credits

Professional wallet credits (pre-purchased balances used to accept leads) are non-refundable, except where:

• XpertWorker terminates the professional's account for reasons not attributable to the professional's misconduct or breach of Terms; or
• Applicable Indian consumer protection or financial regulations require a refund.

Where a refund of unused wallet credits is due, it will be processed to the original payment method within 7–14 working days.

3. Booking Cancellations

3.1 Cancellation by customer

Customers may cancel a booking request at any time before a professional has confirmed or before the service begins. Since XpertWorker charges customers nothing, no cancellation fee or penalty is levied by XpertWorker.

However, if a lead fee has already been charged to a professional, that fee remains non-refundable (see Section 2.1).

3.2 Cancellation or no-show by professional

If a professional fails to arrive, cancels a confirmed booking, or does not respond after receiving the customer's details, the customer should:

1. Report the incident to support@xpertworker.com within 48 hours;
2. Include the booking reference, professional name, and a brief description.

XpertWorker will investigate and may take action against the professional's account (warning, suspension, or removal). However, XpertWorker cannot guarantee a replacement professional or offer compensation to the customer, as XpertWorker is a marketplace and not the service provider.

4. Service Quality Disputes

XpertWorker is a technology marketplace that facilitates introductions. We are not a party to the service contract between customer and professional and do not supervise, control, or guarantee any work performed.

4.1 Steps to resolve a service dispute

1. Speak directly with the professional — most concerns are resolved when raised immediately after the service.
2. Contact XpertWorker support — if the professional is unresponsive or the dispute cannot be resolved directly, email support@xpertworker.com within 48 hours of the service with a description of the issue, booking reference, and any supporting photos.
3. XpertWorker's role — we may facilitate communication between parties and may take action against the professional's account if their conduct violates our Terms. Our involvement does not imply financial liability for the service outcome.

4.2 Consumer redressal forums

Your rights against a professional are protected under the Consumer Protection Act, 2019. If a dispute cannot be resolved, you may file a complaint with the appropriate Consumer Disputes Redressal Commission (District, State, or National level, depending on the claim value). XpertWorker will cooperate with valid consumer forum orders and investigations.

5. Fraudulent or Unauthorised Transactions

If you believe your XpertWorker account or wallet has been used without your authorisation, contact us immediately at support@xpertworker.com or grievance@xpertworker.com. We will investigate promptly. For bank or UPI fraud, contact your financial institution directly.

6. Changes to This Policy

XpertWorker may update this policy at any time. Material changes will be notified via the Platform or to your registered mobile number. Continued use after the effective date constitutes acceptance.

7. Contact

Also read: Terms of Service  ·  Privacy Policy  ·  Cookie Policy  ·  Grievance Redressal