Cancellation & Refund Policy
At WishMatez, we understand that plans can change, sometimes at the last minute. A hospital appointment may get rescheduled, a family member may be able to visit after all, or your loved one may no longer need the assistance you booked.
We want the process of changing or cancelling a service to be as simple as possible. This policy explains how cancellations, changes and refunds are handled.
1. Cancelling or Changing a Booking
If you need to cancel or reschedule a WishMatez service, please contact our support team using the contact details provided on our website or through the WishMatez app, where available.
Please share your booking ID, the name under which the booking was made and the change you would like to request.
We recommend informing us as early as possible so that we can update the schedule and make the necessary arrangements.
A cancellation or rescheduling request will be treated as confirmed once WishMatez acknowledges it.
2. Cancellation Charges
1. Individual Visit Cancellations
- Free Cancellation Window: You may cancel or reschedule an individual scheduled visit up to 2 hours prior to the scheduled start time without any penalty.
- Late Cancellation: Cancellations made within the restricted window (or when the companion is already en route / arrived) may incur a nominal cancellation fee deducted from your account or credit balance to compensate the companion for travel time.
- Plan Integrity: If you have purchased a monthly plan, subscription, or package of visits, the cancellation of an individual visit does not automatically mean that the entire plan is cancelled. Your remaining visits stay active within the package validity period.
2. Rollover Policy & Unused Visits
- No Rollover Facility: Rollover facilities are not available for unused visits or hours. All visits included in a weekly, monthly, or quarterly care pass must be utilized within their specified validity cycle (e.g., within the calendar month or quarter).
- Any unused visits remaining at the end of the subscription cycle will automatically expire and cannot be carried forward to the next billing period unless explicitly stated under a promotional exception.
3. Package Validity, Early Termination & Refunds
- Package Validity: Each package or subscription tier has a strict active duration (e.g., 7 days for Weekly passes, 30 days for Monthly passes, and 90 days for Quarterly passes) starting from the date of the first booked visit or purchase confirmation.
- Early Termination & Refunds:
- Refund eligibility, early termination charges, and pro-rata calculations are governed strictly by the specific terms and conditions displayed at the time of purchase for that package tier.
- Once a package is partially utilized, refunds (if applicable under special review) are subject to a deduction for already-completed visits calculated at standard ad-hoc single-visit rates, plus a standard processing fee.
Would you like to adjust the free cancellation time window (e.g., 2 hours or 4 hours before the shift) or add specific refund clauses for the monthly care passes?
3. Refunds for Cancelled Services
If you have paid for a service in advance and the booking is cancelled, the refund will be assessed according to the applicable cancellation terms.
Any amount refundable after adjusting permitted cancellation charges will be returned to the original payment method, wherever possible.
Refunds will be initiated within 3 to 5 working days after the cancellation and refund amount have been confirmed. The time taken for the amount to appear in your account may depend on your bank or payment provider.
If you believe that a refund has been delayed, please contact our support team with your booking ID and payment reference.
4. When WishMatez Cancels a Booking
Sometimes, an unforeseen situation may prevent us from providing a confirmed service. If this happens, we will inform you as soon as reasonably possible.
Where feasible, we will offer an alternative companion or a rescheduled appointment, subject to availability and your approval.
If WishMatez is unable to provide the confirmed service and you do not accept an alternative, any amount paid for the unprovided service will be refunded in accordance with the applicable terms and law.
5. Monthly Plans and Packages
If you have purchased a monthly plan, subscription, or package of visits, cancellation of an individual visit does not automatically mean that the entire plan is cancelled. Rollover facilities are not available for unused visits.
The validity of the package, the treatment of unused visits, terms for early termination, and any applicable refunds will be governed strictly by the conditions displayed at the time of purchase.
Please contact us if you wish to discontinue a plan or need help understanding the remaining balance or unused services.
6. If a Service Has Already Started
Once a companion has arrived and the service has begun, cancellation and refund eligibility may differ from that of a booking cancelled in advance.
If you need to end a service early, please contact our team. We will review the time already spent, the nature of the booking and the terms communicated at the time of confirmation.
If you have concerns about the companion's conduct or the quality or safety of the service, please report them to us immediately. Such concerns will be reviewed separately and will not be treated simply as a routine cancellation request.
7. How to Request a Refund
To request a refund or ask about an existing refund, please contact us through our official support channels and provide:
- Your name and registered mobile number
- Booking ID or order reference
- Date of the service
- Payment reference, if available
- A brief explanation of your request
Our team will review the details and let you know the next steps.
8. Need Help?
If you have any questions about a cancellation, refund or package, please reach out to WishMatez support. We will do our best to explain the applicable terms and help you understand your options.
Email: care@wishmatez.com
Phone: +91 7986404040
This policy should be read along with WishMatez's Terms and Conditions and any specific terms shared at the time of booking.