Cancellation, Rescheduling & Refund Policy

1. Introduction

Welcome to MULTIOKS.

MULTIOKS is a home services platform owned and operated by ILISH 3D Technologies Private Limited, connecting Customers with independent Service Partners for household maintenance, repairs, cleaning, and related services.

This Cancellation, Rescheduling & Refund Policy explains the conditions under which Customers may cancel or reschedule bookings, the charges that may apply, and the process for requesting refunds.

This Policy applies to bookings made through the MULTIOKS Customer App and other officially supported MULTIOKS booking channels.

This Policy should be read together with the MULTIOKS Terms & Conditions and Privacy Policy.

Nothing in this Policy restricts Customers' mandatory rights under applicable Indian consumer protection laws.

2. Definitions

Customer: An individual booking a service through MULTIOKS.

Service Partner: An independent professional assigned to perform a service.

Instant Booking: A booking requesting service as soon as a suitable Service Partner is available.

Scheduled Booking: A booking arranged for a future date or time.

On the Way: The booking status indicating that the assigned Service Partner has started travelling to the Customer's service location.

Service Commencement: The point at which the Service Partner begins the inspection or service work.

Confirmed Booking Amount: The service amount accepted and confirmed by the Customer, excluding amounts not yet approved.

Refund: The return of an eligible payment in accordance with this Policy and applicable law.

3. Introductory Promotional Period

MULTIOKS offers a one-month introductory promotional period.

Promotional Start Date: 8 November 2026

Promotional End Date: 7 December 2026

During this period:

• Cancellation of confirmed bookings is free before service commencement.
• Rescheduling of confirmed bookings is free before service commencement.
• No ordinary cancellation or rescheduling fee is charged, even if the assigned Service Partner is On the Way.
• Customers are not required to pay the standard ₹80 cancellation or rescheduling fee during the promotional period.

This promotion applies to ordinary cancellation and rescheduling fees only.

It does not automatically waive charges for completed inspections, approved work already performed, or other separately disclosed services.

MULTIOKS will not retrospectively impose ordinary cancellation or rescheduling fees on bookings cancelled or rescheduled during the promotional period.

4. Standard Policy after the Promotional Period

The standard cancellation and rescheduling charges described below apply from 8 December 2026.

The standard cancellation fee is ₹80, where the applicable conditions are met.

The standard rescheduling fee is ₹80, where the applicable conditions are met.

These are fixed fees, not percentages of the booking value.

Fees must be disclosed to the Customer before the relevant cancellation or rescheduling is confirmed.

5. Instant Booking Cancellation

For Instant Bookings, from 8 December 2026:

5.1 Cancellation Within Five Minutes

Customers may cancel within five minutes of booking confirmation without an ordinary cancellation fee.

5.2 Cancellation After Five Minutes

If the Customer cancels more than five minutes after booking confirmation:

• Service Partner not On the Way: No ordinary cancellation fee.
• Service Partner On the Way: A fixed ₹80 cancellation fee applies.

The applicable fee will be shown before cancellation confirmation.

5.3 No Service Partner Assigned

If no Service Partner has been assigned or the booking cannot be fulfilled, no ordinary Customer cancellation fee applies.

6. Scheduled Booking Cancellation

For Scheduled Bookings, from 8 December 2026:

6.1 At Least 60 Minutes Before Service

Customers may cancel at least 60 minutes before the scheduled service time without an ordinary cancellation fee.

6.2 Less Than 60 Minutes Before Service

Where cancellation occurs less than 60 minutes before the scheduled service time:

• Service Partner not On the Way: No ordinary cancellation fee.
• Service Partner On the Way: A fixed ₹80 cancellation fee applies.

The applicable fee will be disclosed before cancellation confirmation.

7. Rescheduling Policy

During the introductory promotional period, Customers may reschedule confirmed bookings without an ordinary rescheduling fee before service commencement.

From 8 December 2026:

• Before the Service Partner is On the Way: Free rescheduling.
• When the Service Partner is On the Way: A fixed ₹80 rescheduling fee applies.

Rescheduling is subject to the availability of a suitable Service Partner and the requested date or time.

A requested reschedule is not guaranteed until confirmed by MULTIOKS.

If a rescheduling fee applies, it will be disclosed before confirmation.

8. Cancellation after Service Commencement

The ordinary free-cancellation rules apply before service commencement.

If an inspection or service has already begun, the Customer may be responsible for charges relating to authorized work already performed or a completed inspection.

Any such charge must be supported by the applicable service terms, disclosed pricing, and the circumstances of the booking.

A Customer will not automatically be charged for unperformed services merely because work has commenced.

Disputes involving incomplete, deficient, or incorrectly performed services will be assessed in accordance with applicable consumer protection laws.

9. Inspection Charges

Certain MULTIOKS service categories may require an inspection before the final work scope or price can be determined.

Inspection charges may differ according to the service category.

The applicable inspection charge will be displayed in the app before the Customer confirms the inspection booking.

If an inspection is completed, the applicable disclosed inspection charge may remain payable even if the Customer decides not to proceed with the proposed repair or service.

Any additional work following inspection requires the Customer's approval of the relevant quotation or service charges.

Inspection charges will not be imposed for an inspection that was not performed, except where another lawful and clearly disclosed charge applies.

10. Service Partner Cancellation

If an assigned Service Partner cancels or becomes unavailable, MULTIOKS may attempt to assign another suitable Service Partner.

Where reassignment is not possible or acceptable to the Customer, the booking may be cancelled.

Customers will not be charged an ordinary cancellation fee solely because the Service Partner cancelled or MULTIOKS could not provide the booked service.

Eligible prepaid amounts will be refunded in accordance with this Policy.

11. Cancellation by MULTIOKS

MULTIOKS may cancel a booking where reasonably necessary, including where:

• No suitable Service Partner is available.
• The service location is outside the supported area.
• The booking contains materially incorrect information.
• A safety concern prevents service delivery.
• Suspected fraud or misuse is identified.
• Technical or operational circumstances prevent fulfilment.

Where MULTIOKS cancels a booking without Customer fault and the service has not been provided, eligible prepaid amounts will be refunded without an ordinary cancellation fee.

12. Customer Unavailability

Customers are responsible for providing an accurate service address and being reasonably available at the agreed service time.

If the Service Partner arrives but cannot access the service location or contact the Customer, MULTIOKS may attempt to contact the Customer and resolve the situation.

Any cancellation, inspection, or other applicable charge must be consistent with the disclosed booking terms and applicable law.

MULTIOKS will not impose undisclosed penalties merely because a Customer was temporarily unavailable.

13. Refund Eligibility

A Customer may be eligible for a full or partial refund where:

1. A prepaid booking is cancelled within the applicable free-cancellation conditions.
2. MULTIOKS or the Service Partner cancels an unprovided service.
3. A duplicate payment occurs.
4. An incorrect payment amount is collected.
5. A prepaid service is not provided.
6. A service is materially incomplete or deficient and a refund is required under applicable law.
7. A refund is otherwise approved by MULTIOKS or required by law.

Refund eligibility depends on the circumstances of the booking and the amount of service, if any, already provided.

14. Refund Amount

The refund amount is determined by the eligible prepaid amount and any valid, disclosed charges.

Where cancellation is free and no service or chargeable inspection has been performed, the eligible prepaid booking amount will be refunded in full.

Where a valid ₹80 cancellation fee applies, that fee may be deducted from the eligible prepaid amount, subject to applicable law.

Where authorized work or inspection has already been performed, the applicable disclosed charges may be considered when determining the refund.

MULTIOKS will not deduct arbitrary or undisclosed amounts from an eligible refund.

15. Refund Processing Time

Approved refunds are ordinarily initiated within 5–7 business days after refund approval.

The time required for the refunded amount to appear in the Customer's account may vary depending on the bank, payment method, and payment service provider.

Banking holidays and payment-system delays may affect the final credit date.

Customers may contact MULTIOKS Support if a refund has not been received within the expected timeframe.

16. Refund Method

Refunds for online payments will ordinarily be processed through the original payment method, where supported.

MULTIOKS may use an alternative lawful refund method where the original payment method is unavailable or where operationally necessary.

Payment processing may be facilitated through Razorpay or another authorized payment service provider.

MULTIOKS does not require Customers to disclose their UPI PIN, card CVV, or OTP to receive a refund.

17. Failed or Duplicate Payments

If a payment is deducted but the booking is not successfully confirmed, the Customer should verify the transaction status in the app and contact MULTIOKS Support if necessary.

Where a duplicate or failed transaction is verified, MULTIOKS will coordinate with the relevant payment provider to initiate an appropriate refund or reversal.

The final credit timeline may depend on the payment provider and the Customer's bank.

18. Service Quality Complaints

Customers may report concerns regarding:

• Incomplete work.
• Incorrect service delivery.
• Service quality.
• Unauthorized charges.
• Damage associated with service performance.
• Billing discrepancies.

MULTIOKS may request relevant booking information, photographs, invoices, or other reasonable evidence to review a complaint.

Depending on the circumstances and applicable law, the outcome may include a correction, further service, partial refund, full refund, or another appropriate remedy.

Nothing in this Policy excludes remedies available under applicable consumer protection laws.

19. Cancellation and Rescheduling Process

Customers may use the relevant booking-management options in the MULTIOKS Customer App to request cancellation or rescheduling.

Where a charge applies, the app should display the applicable amount before the Customer confirms the action.

Customers may contact MULTIOKS Support if they are unable to complete a cancellation or rescheduling request through the app.

The effective cancellation or rescheduling time is determined by the request successfully received and recorded by MULTIOKS, subject to correction of technical errors or other applicable legal requirements.

20. No Undisclosed Fees

MULTIOKS seeks to provide clear pricing information before Customers confirm chargeable actions.

Ordinary cancellation and rescheduling charges will be applied according to the promotional period and standard conditions stated in this Policy.

Additional service or inspection charges must be appropriately disclosed and authorized.

MULTIOKS will not treat this Policy as permission to impose arbitrary penalties.

21. Changes to This Policy

MULTIOKS may update this Policy to reflect changes in service operations, pricing, promotions, legal requirements, or booking functionality.

Any updated Policy will display its revised effective date.

Changes to promotional or standard charges will be communicated appropriately and will not be applied retrospectively to completed cancellations or rescheduling requests.

Where legally required, additional notice or consent will be obtained.

22. Customer Support and Grievance Contact

For cancellation, rescheduling, refund, or service-related concerns, contact:

MULTIOKS — Multiple Solutions. One Solution.

Operated by: ILISH 3D Technologies Private Limited

Registered Office:
D.No. 13-68, Kothapeta, East Godavari, Andhra Pradesh – 533223, India.

Operational Office:
Door No. 26-19-1, Opposite Lane of Ramakrishna Heights, Chaitanya Nagar, Gajuwaka, Visakhapatnam – 530026, Andhra Pradesh, India.

Customer Support Email: support@multioks.com

Phone: +91 7997777837 / +91 7997777637

Website: https://multioks.com

Grievance Contact: Rayi Jashuva

MULTIOKS will review complaints and refund requests in accordance with applicable law.