1. Scope and contact
This policy is issued by SafeHands, a partnership, for home subscriptions, one-time housekeeping and deep-cleaning bookings through www.safehandspremium.com and WhatsApp. Corporate services require a separate agreement.
Registered address: 2nd Floor, 202, Vadiwala Complex, GIDC Road, Near Batliboi Circle, Pandesara, Surat, Gujarat - 394221. GSTIN: 24AFXFS4774B1ZK. For support and complaints, visit the Contact Us page.
Calling hours are 10 a.m. to 6 p.m. IST, Monday to Saturday. Messages may be sent anytime and are handled during the next support window. For notice periods, we use the time the request reaches the designated support channel, not the time staff later read it. Ask the supervisor or support to confirm any changed arrangement. All rules remain subject to mandatory consumer rights.
2. One-time housekeeping and deep-cleaning cancellation
Cancel at least 24 hours before the confirmed start time for a full refund of the amount paid for the booking.
If you cancel less than 24 hours before the start, but before personnel arrive, you may choose one free reschedule, subject to availability, or a refund of 75% of the booking amount paid with 25% retained as the cancellation charge. Any separately requested change in scope or price must be agreed first.
If you use the free late reschedule and subsequently cancel, the 25% cancellation charge remains and 75% is refunded, even if the rescheduled date is more than 24 hours away. This condition is confirmed when the free reschedule is arranged.
Cancellation charges apply only to the extent permitted by law, including any applicable requirement for SafeHands to bear similar charges when it cancels unilaterally. This does not reduce any refund or compensation legally due to you. There is no fixed 8 p.m. booking cutoff; the supervisor confirms availability.
3. Access and customer-unavailable visits
If personnel arrive within the agreed service window but cannot enter or contact you, they wait 15 minutes and attempt contact. If access remains unavailable, the visit is recorded as customer unavailable and ordinarily attracts no refund. This applies to subscriptions and one-time bookings; it is not recorded as completed cleaning.
If you have informed the supervisor, the supervisor handles the situation separately and confirms the arrangement. Requests made after arrival and other exceptional circumstances are assessed by the supervisor, subject to applicable law. Internal staff escalation is available for active-service access issues outside customer calling hours.
4. Subscription cancellation and customer absence
Subscriptions cover prepaid 30-day service periods. You may stop renewal at any time. Scheduled service continues until the paid period ends, with no refund for days you simply choose not to use. No further renewal bill is issued, and any already-issued unpaid renewal request is withdrawn. SafeHands confirms cancellation.
Payments are made manually using payment links. There is no automatic bank deduction or e-mandate to revoke under this policy.
An ordinary customer-skipped visit does not generate a refund or automatic extension. The supervisor may agree a different arrangement. This does not apply to visits missed by SafeHands or to approved Elite holidays.
Elite customers may pause for up to seven days per paid 30-day period by giving the supervisor at least two days' notice. Approved holiday days are added to the end of the paid period and shift renewal accordingly. Standard and Comfort do not receive holiday extensions. No cash refund arises from an approved holiday pause.
5. Visits missed by SafeHands and undelivered extras
If SafeHands misses a visit, we first offer a make-up visit within seven calendar days of the missed visit, at a mutually agreed time. If it remains undelivered within that window, we refund that visit's value. Renewal is not required to receive the make-up visit or refund.
For a missed subscription visit, the refund is the amount actually paid for the subscription service in that 30-day period divided by the number of scheduled subscription visits in that period. The calculation includes tax actually paid and any discount, and excludes separately priced add-ons. It refunds the missed visit, not the entire subscription. A make-up visit and a refund are not both provided for the same undelivered work.
If an entire one-time booking is undelivered, the refund is the full amount actually paid for that booking. If SafeHands cancels a one-time booking and you decline the alternative slot, its booking payment is refunded without a customer cancellation charge.
An undelivered paid add-on is made up by agreement or refunded in full at the amount actually paid for that add-on, including its allocated discount and tax. It is not counted again in a subscription-visit refund.
If SafeHands permanently cannot continue service, it refunds unused paid service. Remaining scheduled subscription visits are valued using the same per-visit calculation; undelivered add-ons are accounted for separately. Refunds do not depend on buying another period.
6. Quality complaints and damage
For unsatisfactory cleaning, call the supervisor immediately where possible or report the issue within 24 hours. The supervisor assesses it and arranges appropriate corrective action, including a free redo of affected work where appropriate. A redo does not consume another paid subscription visit. Later reports may still be reviewed.
Quality dissatisfaction does not automatically generate a refund under this voluntary redo process. The supervisor handles unresolved complaints. Mandatory remedies for deficient service remain available; declining a proposed redo does not automatically establish that the issue was resolved.
Report property damage within 24 hours with available evidence. SafeHands investigates and is not responsible for pre-existing damage or damage it did not cause. Responsibility remains subject to applicable law, and the reporting window does not extinguish statutory rights.
Personnel may leave unsafe or abusive conditions immediately. The supervisor reviews what occurred and any further arrangement or payment treatment; no false completion record or blanket decision on all remaining prepaid service follows automatically.
7. Payment errors and refund processing
Duplicate payments are refunded to the extent duplicated. Overcharges are refunded to the extent they exceed the agreed payable amount. Provide the booking or payment reference and a description of the issue; do not send bank passwords, card security codes or UPI PINs.
SafeHands reviews refund requests within three business days of receiving the request. If information is missing, we tell you within that period. Approved refunds are initiated within the next two business days, and a refund reference is provided. Business days mean Monday to Friday, excluding public and banking holidays; daily support availability does not change bank processing days.
The bank or payment provider may take additional time to credit the money. We communicate the available provider estimate and help trace a delayed refund; no unverified fixed bank-settlement period is promised.
Refunds normally return through the original payment method. If this is not possible, support agrees and verifies an alternative with you. Refunds reflect the original discount and applicable tax adjustment, with a credit note where required. There is no mandatory wallet or store-credit refund.
The stated 25% late-cancellation deduction is the customer cancellation charge; no undisclosed additional gateway deduction is made. Payment errors and undelivered-service refunds are not reduced by an undisclosed processing fee.
8. Complaints and rights
Use the main support contact first or address the complaints contact directly. Complaints are acknowledged within two calendar days (48 hours), with a seven-calendar-day resolution target. We update you if investigation takes longer and comply with applicable legal deadlines. Refund-specific decisions follow section 7.
You retain lawful payment-dispute, consumer-complaint and court remedies. Nothing in this policy imposes a blanket ban on chargebacks or makes internal escalation a condition for exercising a statutory right. Policy changes apply prospectively and do not remove rights already agreed for a paid booking.