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Refund Policy

Last Updated: November 2025

Effective Date: November 2025

1. Refund Policy Overview

Testus is committed to ensuring customer satisfaction. This comprehensive Refund Policy outlines the conditions under which refunds are available, the refund process, timelines, and our commitment to fair and transparent handling of refund requests. Please read this policy carefully to understand your rights and our procedures.

2. Refund Eligibility Criteria

Refunds are available under the following specific conditions:

2.1 Contact Unlock Refunds (₹1,999)

• Request must be made within 7 days of payment
• Caretaker contact details have NOT been accessed or used
• No communication has been initiated with the caretaker
• Payment was made in error or duplicate
• Technical issues prevented proper service delivery
• Caretaker profile information was inaccurate or misleading

2.2 On-Call Service Refunds (Full Shift, Bathing, Injection)

• Request must be made within 24 hours of payment (before service is rendered)
• Service has not been initiated or started
• No caretaker has been assigned to your request
• Payment was made in error or duplicate
• Technical issues prevented service matching
• Service was cancelled by Testus due to unavailability
• Caretaker cancelled without valid reason within 1 hour of assignment

2.3 General Refund Conditions

• Your account must be in good standing (no violations of Terms & Conditions)
• You must provide valid proof of payment (transaction ID, receipt)
• The refund request must be submitted through official channels
• You must cooperate with our investigation process

3. Non-Refundable Items & Scenarios

The following are strictly non-refundable:

3.1 Contact Unlock Non-Refundable Scenarios

• Caretaker contact details have been accessed or viewed
• Communication has been initiated with the caretaker (calls, messages, WhatsApp)
• Refund request made more than 7 days after payment
• Refund requested due to user dissatisfaction with caretaker quality or qualifications
• Refund requested because caretaker declined the service request
• Refund requested due to pricing disagreement after contact was made
• User changed their mind or no longer needs the service

3.2 On-Call Service Non-Refundable Scenarios

• Service has been partially or fully rendered
• Caretaker has arrived at the location
• Refund request made more than 24 hours after payment
• Service was cancelled by the user without valid reason
• User is dissatisfied with the quality of service provided
• Refund requested due to user's change of mind
• Service was completed as per agreement

3.3 General Non-Refundable Items

• Platform fees and transaction charges
• Payments made by users with suspended or terminated accounts
• Payments made through fraudulent or unauthorized payment methods
• Refunds requested due to user's failure to follow instructions
• Payments made for services explicitly marked as non-refundable

4. Detailed Refund Process

4.1 Step-by-Step Refund Request Process

Step 1: Initiate Refund Request

• Contact our support team within the specified timeframe
• Email: support@testus.app
• Phone: +91 9767052589
• WhatsApp: +91 9767052589
• In-app support chat (if available)

Step 2: Provide Required Information

• Your full name and registered email address
• Transaction ID or order number
• Date and amount of payment
• Detailed reason for refund request
• Any supporting documentation or screenshots
• Preferred refund method (original payment method recommended)

Step 3: Investigation & Review

• Our support team will review your request
• We may request additional information or clarification
• We will verify the transaction and service status
• We will check your account history and compliance with policies
• Investigation typically takes 2-3 business days

Step 4: Decision & Notification

• We will notify you of the refund decision via email
• If approved, we will provide the refund timeline
• If denied, we will provide a detailed explanation
• You will receive a reference number for tracking

Step 5: Refund Processing

• Approved refunds are processed to your original payment method
• Refund processing begins within 1-2 business days of approval
• You will receive a confirmation email with refund details
• Refund amount will be credited to your account as per timeline below

5. Refund Timeline & Processing Duration

5.1 Approval Timeline

• Initial Review: 24-48 hours
• Investigation: 2-3 business days
• Final Decision: Within 5 business days of request

5.2 Refund Credit Timeline (After Approval)

• UPI Transfers: 1-2 business days
• Bank Transfers (NEFT/RTGS): 2-3 business days
• Credit Card Refunds: 5-7 business days (may appear as credit on next statement)
• Debit Card Refunds: 5-7 business days
• Digital Wallets (PayTM, PhonePe, Google Pay): 2-4 business days
• Net Banking: 3-5 business days

Note: Business days exclude weekends and public holidays. Processing times are estimates and may vary based on your bank or payment provider.

6. Partial Refunds

Partial refunds may be issued in the following scenarios:

• Partial Service Delivery: If service was partially rendered, refund will be calculated based on the portion not delivered
• Multiple Services: If multiple services were purchased and only some are refundable, only eligible services will be refunded
• Platform Fees: Non-refundable platform fees may be deducted from the refund amount
• Partial Cancellation: If you cancel part of a service request, refund will be proportional

Example: If you paid ₹1000 for a Full Shift service and the caretaker worked for 4 hours out of 8 hours, you may be eligible for a 50% refund (₹500).

7. Dispute Resolution & Appeals

If you disagree with a refund decision:

7.1 Appeal Process

• Submit an appeal within 7 days of the refund decision
• Provide additional documentation or evidence supporting your claim
• Clearly explain why you believe the decision was incorrect
• Your appeal will be reviewed by our management team
• A final decision will be made within 5 business days

7.2 Escalation Options

• If unsatisfied with our decision, you may file a complaint with your payment provider
• You may contact your bank's customer service for chargeback assistance
• You may pursue legal remedies as per applicable laws

8. Fraud Prevention & Account Suspension

We reserve the right to:

• Deny refunds if we detect fraudulent activity
• Suspend accounts with multiple refund requests
• Report fraudulent refund attempts to authorities
• Pursue legal action against users attempting fraud
• Blacklist users from the platform

9. Special Circumstances & Exceptions

In exceptional cases, we may consider refunds outside the standard policy:

• Technical errors or system failures on our platform
• Unauthorized transactions or account compromise
• Caretaker misconduct or violation of policies
• Service quality issues or complaints
• Force majeure events (natural disasters, emergencies)

Such cases will be reviewed individually by our management team.

10. Refund Method & Payment Preferences

Refunds are processed to your original payment method whenever possible. If you prefer an alternative refund method:

• Specify your preference in the refund request
• Provide necessary details (bank account, UPI ID, etc.)
• Note that alternative methods may take longer to process
• Some payment methods may not support refunds

11. Taxes & Refund Amounts

Refund amounts are calculated as follows:

• Full refunds include all applicable taxes and charges
• Partial refunds are calculated proportionally including taxes
• Platform fees are typically non-refundable
• GST and other taxes are refunded as per applicable laws

12. Policy Updates & Changes

Testus reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting. Your continued use of the platform constitutes acceptance of the updated policy. We recommend reviewing this policy periodically.

13. Contact Us & Support

For refund requests, inquiries, or concerns:

• Email: support@testus.app
• Phone: +91 9767052589
• WhatsApp: +91 9767052589
• Response Time: Within 24-48 hours

We are committed to resolving your concerns promptly and fairly.