Refund Policy

This policy covers payments made through ClientsSetu for services booked on the platform. It does not cover anything you pay a professional directly, outside the platform we have no record of those payments and cannot refund them.

A booking cancelled before the professional has started work, and within the cancellation window shown on the booking, is refunded in full apart from the platform fee — see “What is not refundable” below.

The cancellation window is set by the platform and is displayed on the booking screen before you confirm. Cancel outside that window and we may retain a part of the amount to cover the time the professional has already set aside.

Once a professional has begun, a refund reflects what has actually been done. We look at the booking record and the work delivered and refund the balance.

Where a service has been fully delivered a return filed, an application submitted, a document drafted and handed over it is not refundable, because the work cannot be returned.

You get a full refund of what you paid if the professional cancels, does not start, or is unable to complete the work, and no acceptable alternative is arranged.

If the work is delivered but not as agreed, raise a dispute from the booking. We will review it and decide on a full refund, a partial refund, or release of the payment.

• The platform fee, where one was charged. It is shown as its own line on your booking before you pay, and it covers arranging and running the booking — which has happened whether or not the service went ahead.
• Government fees, statutory charges, stamp duty and any third-party cost already paid on your behalf. These leave the platform and cannot be recovered by us.
• A service already delivered in full.
• The outcome of a government application. We refund for work not done, not for a decision that went against you.
• Amounts where you gave wrong or incomplete information and the work failed because of it.
• The professional onboarding fee, once paid, except where an approval is reversed by us for a reason that is not the professional’s fault.

A refund returns the amount you actually paid, not the price before the discount. The discount is funded by the platform and is not paid out to you.

A promotion code used on a cancelled booking is treated as used. We do not reissue it, though you are welcome to ask support.

• Open the booking in My Bookings.
• Cancel it, or raise a dispute if the work has already been delivered and is not as agreed.
• Describe what happened and attach any images that help the platform lets you add them to a dispute.

If you cannot reach the booking for any reason, write to support@clientssetu.com with your booking reference and the registered mobile number.

We decide a straightforward cancellation as soon as we see it, and a dispute after reviewing the record usually within a few working days.

Once approved, the refund is sent back through the original payment method. From that point the time depends on your bank or card issuer, and is typically five to seven working days. We will show the refund as issued on the booking as soon as we have released it.

We do not refund to a different account or method from the one you paid with.

Where a booking is refunded, the corresponding amount is not credited to the professional, or is reversed from their wallet if it has already been credited. Commission is reversed in the same proportion.

We may hold a payout while a refund or dispute on that booking is open.

If you raise a chargeback with your bank instead of asking us, we will supply the booking record to the bank and the outcome is theirs. Raising a chargeback for a service that was delivered may lead to the account being suspended.

We may update this policy. The date at the top shows when it was last revised, and the version in force when a booking was placed is the one that applies to it.

Questions about a refund: support@clientssetu.com