Dispute & Cancellation Policy

1. Overview

This policy outlines the procedures for handling disputes and cancellations on the Mumuksha platform. As a marketplace connecting homeowners with independent service providers, Mumuksha facilitates resolution but is not a party to individual service agreements.

2. Cancellation by Homeowners

• Before provider acceptance: Requests may be cancelled at any time without penalty.
• After acceptance, more than 24 hours before service: Free cancellation.
• After acceptance, 2–24 hours before service: A cancellation fee of up to 25% of the quoted price may apply, as set by the provider.
• Less than 2 hours before service or no-show: A cancellation fee of up to 50% of the quoted price may apply.

3. Cancellation by Providers

• Before homeowner confirmation: Providers may withdraw without penalty.
• After confirmation: Provider cancellations are recorded and affect reliability scores.
• Repeated cancellations: Providers with excessive cancellations may face account restrictions, reduced visibility, or suspension.
• Emergency cancellations: Documented emergencies are handled on a case-by-case basis.

4. Dispute Resolution Process

Step 1: Direct Resolution

We encourage homeowners and providers to resolve disputes directly through the platform messaging system. Most issues can be settled through open communication.

Step 2: Platform Mediation

If direct resolution fails, either party may request mediation by contacting support@mumuksha.com. Our team will review the case, which may include:

• Reviewing message history and booking details
• Contacting both parties for their accounts
• Reviewing any photographic evidence
• Issuing a recommended resolution within 5 business days

Step 3: External Resolution

If mediation is unsatisfactory, parties may pursue external remedies as outlined in our Terms of Service.

5. Refund Policy

• Service not performed: Full refund if a confirmed provider fails to show up or perform the service.
• Unsatisfactory service: Partial refund may be negotiated between the parties or determined through mediation.
• Platform fees: Mumuksha platform fees are non-refundable except in cases of platform error.

Refunds are processed within 5–10 business days to the original payment method.

6. Property Damage Claims

Claims for property damage should be directed to the service provider, who, as an independent contractor, is responsible for maintaining appropriate insurance. Mumuksha is not liable for damages resulting from services performed by providers.

We recommend homeowners verify that providers carry appropriate insurance before authorizing work.

7. Prohibited Behavior

The following behaviors may result in immediate account suspension:

• Filing fraudulent disputes or false claims
• Threatening or harassing other users
• Manipulating reviews or ratings
• Deliberately misrepresenting services or qualifications

8. Contact

For dispute resolution assistance, contact us at support@mumuksha.com.