RefundPolicy
At EzyHelpers (Aasaan Parijan Private Limited), we are committed to transparency in how refunds and replacements work. This policy explains, in plain language, what you can expect when you request a refund, how we investigate it, and how we decide.
This policy must be read together with your signed Domestic Helper Placement Services Agreement, which governs the legal relationship between you and EzyHelpers. Where there is any conflict, the Agreement prevails.
At a Glance
The essentials of our refund and replacement policy in six points.
Registration Fee & GST
Non-refundable under any circumstances. Refunds apply only to the Service (Placement) Fee.
Plan-Based Refunds
Available only under the 3-Month and 11-Month Plans. The 1-Month Plan is a trial engagement and is non-refundable.
Investigated, Not Automatic
Every request is investigated by our Liaison & Investigation Team. Slabs represent the maximum admissible refund.
Replacement vs. Refund
Using a complimentary replacement voids all refund eligibility on the original placement.
24-Hour Acknowledgement
We acknowledge every request within 24 hours. Acknowledgement is not approval.
30-Day Disbursement
Approved refunds are disbursed within 30 business days to your original payment account.
How Our Placement Service Works
EzyHelpers is a placement agency. We source, screen, and introduce domestic helpers to customer households. Once a helper begins work at your home, you become the direct employer of the helper for all legal purposes, including wage payment and working conditions. EzyHelpers is not the employer of the helper.
Our Service Fee covers the cost of sourcing, screening, background verification, interview coordination, and placement — work that is substantially completed before the helper reports for duty. This is reflected in how refunds are calculated over time.
Fee Components and Refundability
| Component | Refundable? |
|---|---|
| Registration Fee | NoUnder any circumstances |
| GST | NoOnce remitted to the government |
| Service / Placement Fee | YesAs per slabs below, subject to investigation |
| Helper salary (paid directly or via convenience service) | NoBelongs to the helper |
Service Plans and Refund Eligibility
3.1 1-Month Plan (Trial Engagement)
The 1-Month Plan is offered as a short-term or trial engagement at a reduced fee. No refund and no replacement are available under this Plan, whether the helper joins, leaves, is terminated, or does not report at all. Customers who choose this plan expressly accept these terms.
3.2 3-Month Plan — Maximum Refund Slab
Subject to investigation and approval by our Grievance Officer, the maximum admissible refund on the Service Fee under the 3-Month Plan is:
| Days Since Helper's Joining | Maximum Refund on Service Fee |
|---|---|
| Day 0 (Helper did not report) | Up to 100% |
| 1 – 3 days | Up to 50% |
| 4 – 7 days | Up to 40% |
| 8 – 30 days | Up to 30% |
| After 30 days | Up to 10% |
If you use a complimentary replacement under this Plan, your refund eligibility reduces to zero, regardless of the slab above.
3.3 11-Month Plan — Maximum Refund Slab
Subject to investigation and approval by our Grievance Officer, the maximum admissible refund on the Service Fee under the 11-Month Plan is:
| Days Since Helper's Joining | Maximum Refund on Service Fee |
|---|---|
| Day 0 (Helper did not report) | Up to 100% |
| 1 – 3 days | Up to 50% |
| 4 – 7 days | Up to 40% |
| 8 – 30 days | Up to 30% |
| 31 – 90 days | Up to 10% |
| 91 – 330 days | Up to 5% |
If you use a complimentary replacement under this Plan, your refund eligibility reduces to zero, regardless of the slab above.
Replacement Policy (Alternative to Refund)
In many cases, a replacement helper is a faster and more useful remedy than a refund. Complimentary replacements are included with the 3-Month and 11-Month Plans:
1-Month Plan
Complimentary replacements
3-Month Plan
Complimentary replacements
11-Month Plan
Complimentary replacements
Replacement Timeline
We aim to offer a suitable replacement within 10 to 15 business days of receiving your written request and completion of any required investigation. This timeline is indicative and not guaranteed. During periods of high helper movement — such as major festivals, harvest season, elections, or regional disruptions — timelines may be longer. We will keep you informed throughout.
Replacements will not be provided if:
- The helper was terminated by you
- Dissatisfaction is limited to performance or personality issues (which fall within your role as employer)
- You have altered core requirements from those originally agreed
- Investigation establishes mistreatment or failure to provide agreed working conditions
- You have exhausted the replacements included in your Plan
Once you use a complimentary replacement, refund eligibility on the original placement stands fully extinguished under your Plan, regardless of days elapsed.
How to Request a Refund
All refund requests must be submitted in writing to our Grievance Officer:
Please include in your request:
- Your booking reference
- Helper's name
- Date of placement
- Date and reason for helper's departure
- Any supporting information or documentation
Our Refund Process
Every refund request follows a structured four-stage process, designed to be fair to both customers and helpers, and to arrive at a decision based on established facts rather than assumption.
Acknowledgement
Our Customer Experience team acknowledges your written refund request. This confirms receipt only — it is not an approval and does not commit to any specific outcome.
Investigation
Our Liaison & Investigation Team interviews the helper and the customer, reviews attendance, communication and salary records, and may conduct a site visit. Your full cooperation is a condition of refund eligibility.
Decision
Our Grievance Officer takes a final decision based on investigation findings and communicates it to you in writing, citing the relevant facts and clauses of your Agreement.
Disbursement
If approved, the refund is disbursed by bank transfer to your original payment account within 30 business days of the written approval.
When a Refund May Be Reduced or Declined
Based on investigation findings, a refund may be reduced or declined where any of the following is established:
- The helper left because of mistreatment, harassment, abuse, underpayment, or unreasonable demands from the customer or household.
- The customer did not provide working conditions, accommodation, meals, or weekly off agreed at the time of placement.
- Material misrepresentations were made regarding the nature, scope, or location of work at the time of booking.
- The helper was engaged for duties substantially different from those originally agreed.
- The customer breached the Placement Services Agreement, including conduct standards for communications with our staff and helpers.
- The customer unreasonably refused replacement helpers offered as a first remedy.
- The helper's departure was caused by a Supply Disruption Event or Force Majeure Event beyond our reasonable control.
- The facts established during investigation do not support the claim.
In these situations, the Grievance Officer will explain the basis of the reduction or decline in writing.
Non-Refundable Situations
The following are not eligible for a refund under any circumstances:
- Registration Fee and GST
- The 1-Month Plan (trial engagement)
- Helper salaries already paid to the helper, directly or via our optional salary-disbursement service
- Situations where you have already used a complimentary replacement under the Plan
- Customer-initiated termination unrelated to the placement service (relocation, changed requirements, no longer needing help)
- Cancellations after the applicable refund window has closed
- Third-party payment processing fees, where applicable
- Breach of the Non-Solicitation clause (hiring the helper directly or via a third party)
Supply Disruption Events
There are certain periods during which helper availability is materially constrained — typically around major festivals (Diwali, Holi, Chhath, Eid, Sankranti), harvest seasons in source states, general and state elections, regional unrest, and public health events. During such periods:
- Replacement and fresh placement timelines may be extended
- These extensions do not, on their own, create a refund right
- We will communicate any declared Supply Disruption Event to affected customers in writing and provide regular status updates
We ask for your patience during these periods and will always keep you informed of the realistic timeline.
Grievance Redressal and Dispute Resolution
Before initiating any external proceeding — including a consumer forum complaint, legal notice, court proceeding, or public posting on social media or review platforms — you agree to first raise the matter in writing with our Grievance Officer and allow 30 days for internal resolution. This is a condition in your Agreement and is intended to ensure that every complaint gets a fair, factual, and complete review before it goes external.
We take every grievance seriously. Our Grievance Officer has full authority to investigate, decide, and remedy complaints within this window.
Grievance Officer Contact
Nothing in this policy limits your statutory rights under the Consumer Protection Act, 2019 or other applicable law. The internal redressal process runs in addition to, not in place of, those rights.
If the matter is not resolved within the 30-day internal window, the Agreement provides for mediation and, failing that, arbitration at Bangalore, Karnataka, as the dispute resolution mechanism.
Our Commitment to You — and What We Ask in Return
We commit to:
- Acknowledging every refund request within 48 hours
- Conducting every investigation fairly, based on facts and not assumption
- Explaining our decision in writing, with reference to relevant clauses and findings
- Disbursing approved refunds within 30 business days of approval
- Treating every customer with respect and professionalism
In return, we ask:
- Submit refund requests in writing, with relevant details
- Cooperate fully with the Liaison & Investigation Team
- Allow the 30-day internal resolution window before escalating externally
- Communicate with our team and with helpers respectfully — abusive or threatening behaviour is grounds for service termination
Changes to This Policy
EzyHelpers may update this Refund Policy from time to time. The latest version will always be available at www.ezyhelpers.com/refund-policy. The terms in force on the date of your booking apply to that booking.
Need Help?
Our Customer Experience team is here for you
We can help you understand your options before you escalate. For formal grievances and refund requests, please write to the Grievance Officer.
This Refund Policy is issued by Aasaan Parijan Private Limited (trading as EzyHelpers). This policy is governed by the laws of India and is subject to the exclusive jurisdiction of the courts at Bangalore, subject to the arbitration clause in your Placement Services Agreement.