This policy explains when and how you can cancel a booking and how refunds are processed.
| Booking stage | Cancellation allowed? | Refund |
|---|---|---|
| Booked — payment successful, crew not yet assigned | Yes — directly from the app | Full refund |
| Crew assigned — crew not yet dispatched | Yes — directly from the app | Full refund |
| En route — crew on the way | Only via support | Visit fee may be deducted |
| Cleaning — service in progress | No | Pro-rated based on work done |
| Done — completed | No | Quality re-do under Section 4 |
We may cancel a booking due to crew unavailability, weather, unsafe access, or force majeure. In such cases the entire amount paid is refunded.
If you are unsatisfied with the cleaning quality, raise a complaint at support@freshtank.in within 24 hours of completion. We will inspect and either re-clean the tank at no charge or refund the service charge if a re-do isn't feasible.
If the crew arrives at the scheduled slot and the location is inaccessible or the tank cannot be cleaned (locked premises, no water access, etc.), the booking is treated as completed and no refund is issued. A visit fee may also apply.
The discounted amount paid is refunded. The coupon itself is treated as used and is not credited back to your account.
For all refund requests email support@freshtank.in with your order number (e.g. FT-00042) and a short description.