Refund & Cancellation Policy

1. Cancellation by Customer

1.1 Before Agent Dispatch (Free Cancellation)

You may cancel your order free of charge at any time up to 2 hours before the scheduled pickup time. To cancel, open the DI-HARA app, navigate to "My Orders", select the relevant order, and tap "Cancel Order". You will receive a full refund of any pre-paid amount.

1.2 After Agent Dispatch (Convenience Fee Applies)

Once a pickup agent has been dispatched to your location, cancellations will incur a ₹49 convenience fee to cover the agent's transit costs. This fee will be deducted from any refund due. If you paid on delivery, the convenience fee will be charged to your registered payment method on file.

1.3 After Pickup (No Cancellation)

Once your garments have been collected by our pickup agent and handed over to the Vendor for processing, the order cannot be cancelled. If you are dissatisfied with the results after delivery, please refer to our Quality Complaints process.

1.4 No-Show at Scheduled Pickup

If our pickup agent arrives at your address and is unable to collect the laundry due to no-show or inaccessibility without prior notice, it will be treated as a cancellation after agent dispatch and the ₹49 convenience fee will apply. A second attempt may be scheduled at the customer's request.

2. Cancellation by DI-HARA or Vendor

DI-HARA or its Vendors may cancel an order in the following circumstances:

• The pickup address falls outside our current service area;
• No Vendor is available for the selected service type in your area;
• The customer is unreachable at the scheduled pickup time (after reasonable attempts);
• Force majeure events including severe weather, civil disturbance, or government restrictions;
• The garments present a risk to our agents or Vendor facilities (e.g., heavily soiled items containing biohazardous material).

In all cases of DI-HARA-initiated cancellation, a full refund of any pre-paid amount will be issued. You will be notified via the app and by SMS/email.

3. Refund Eligibility

Refunds are available in the following situations:

• Customer cancellation before agent dispatch: Full refund of pre-paid amount;
• Customer cancellation after agent dispatch: Refund of pre-paid amount less ₹49 convenience fee;
• Cancellation by DI-HARA or Vendor: Full refund of pre-paid amount;
• Verified quality complaint: Partial or full refund as determined by our support team's assessment;
• Verified damage or loss: Compensation as described in Section 5 (Damage & Loss);
• Duplicate payment: Full refund of the duplicate charge.

4. Quality Complaints

If you are unsatisfied with the quality of the cleaning service — for example, garments are still stained, improperly ironed, or returned in worse condition than submitted — you may raise a quality complaint as follows:

4.1 How to Raise a Complaint

• Complaints must be raised within 24 hours of delivery;
• Open the DI-HARA app → "My Orders" → Select the relevant order → "Raise a Complaint";
• Attach clear photographs of the affected garments at the time of complaint. Complaints without photographic evidence may not be actionable;
• Alternatively, contact our support team via the Help Desk or email support@dihara.com.

4.2 Review Process

Our support team will review the complaint and photographs within 2 business days. We may liaise with the Vendor for additional information. Depending on the outcome:

• Re-cleaning: We may offer a complimentary re-clean with a different Vendor if the quality issue is verified;
• Partial refund: A partial refund reflecting the specific service that fell short;
• Full refund: Granted in cases of significant quality failure across the entire order.

5. Damage & Loss

In the unfortunate event that a garment is damaged or lost while in DI-HARA's or a Vendor's custody, the following compensation policy applies:

5.1 Reporting

• Damage or loss must be reported within 24 hours of delivery (or expected delivery date in case of loss);
• Raise a complaint via the app or contact support@dihara.com with photographic evidence and a description of the item's condition at pickup.

5.2 Compensation

• For damage or loss verified to have occurred during service, compensation will be offered up to a maximum of ₹500 per garment or the order value (whichever is lower), unless a higher amount is agreed upon in writing with our support team for items of declared value;
• Compensation for lost items will be assessed on a per-item basis at replacement cost, capped at the above limit;
• Items of exceptional value (exceeding ₹5,000) must be declared at the time of order placement. DI-HARA may decline to accept liability for high-value items not declared in advance.

5.3 Exclusions

DI-HARA shall not be liable for damage resulting from pre-existing wear, incorrect care label instructions, or misrepresentation of fabric type by the customer.

6. Refund Process & Timelines

Once a refund is approved, it will be processed as follows:

• UPI (Google Pay, PhonePe, Paytm): 1–3 business days;
• Debit Card / Credit Card: 5–7 business days (depending on the issuing bank);
• Net Banking: 3–5 business days;
• DI-HARA Wallet Credit (if applicable): Instant.

Refunds will be credited to the original payment method used for the order. Cash refunds are not available for orders paid digitally.

You will receive a refund confirmation via email and in-app notification once the refund is initiated.

7. Non-Refundable Amounts

The following charges are non-refundable under any circumstances:

• The ₹49 convenience fee charged on late cancellations;
• Platform service fees on completed orders where service has been fully delivered to the customer;
• Express service surcharges where the order has already been expedited;
• Any charges relating to third-party payment gateway processing fees, if applicable.

8. Dispute Resolution

If you are dissatisfied with the outcome of a complaint review, you may escalate the matter by:

• Emailing our Grievance Officer at grievance@dihara.com with your order ID, original complaint reference, and the reason for escalation;
• Our Grievance Officer will acknowledge your escalation within 48 hours and provide a final resolution within 15 business days;
• If a resolution cannot be reached amicably, disputes shall be subject to the jurisdiction of the courts of Bengaluru, Karnataka, India, in accordance with our Terms & Conditions.

9. Contact Us

For any refund or cancellation enquiries, please reach us at: