MOTHERLYCARE ETHOS PRIVATE LIMITED - Motherly App Refund and Cancellation Policy

1. General Overview

• This policy applies to services booked via Motherly, including doula services, birth support, lactation consulting, and maternal care appointments.
• Service providers define cancellation windows and refund rules for their own services.
• Parents should review provider-specific cancellation terms before confirming.

2. Provider Cancellation and Refund Rules

2.1 Service Provider's Cancellation Policy

Cancellation timelines can vary by provider. Some may allow cancellation 24 hours before appointment time, while others may not permit cancellation.

• If cancellation is allowed, refund or credit follows provider terms.
• If cancellation is not allowed, refund and rescheduling are not available.

2.2 Before Booking a Service

Provider cancellation terms are shown during booking. Failing to follow those terms may lead to no refund and no rescheduling.

2.3 General Guidelines (Where Cancellations Are Allowed)

• More than 24 hours before appointment: typically eligible for full refund or free rescheduling.
• Less than 24 hours before appointment: partial refund or cancellation fee may apply.
• No-show: no refund if parent does not attend and did not cancel in time.

2.4 Refund Requests

• Refunds are processed only through the Motherly app.
• No cash or off-platform payment settlement is required.
• Approved refunds are returned to the original payment method.

3. Refund Process

3.1 How to Request a Refund

Refunds can be requested in-app or via Customer Support within 7 days of scheduled service.

Please provide:

• Booking ID
• Appointment date and time
• Reason for cancellation
• Supporting documents (if required)

3.2 Approval and Processing Timeline

• Approval follows the provider's cancellation policy.
• Once approved, refunds are processed within 7-10 business days.
• Amount is credited to the original payment method.

4. Cancellation by Parents

4.1 Cancellation Timeline

• Parents must cancel based on provider-defined timelines.
• Early cancellation may qualify for full refund.
• Late cancellation may incur partial refund or fee.
• If provider disallows cancellation, no refund is available.

4.2 Rescheduling

If provider terms allow, appointments can be rescheduled within permitted windows. Outside that window, rescheduling may be treated as cancellation.

4.3 Repeated Cancellations

Frequent cancellation or rescheduling may result in penalties, including booking restrictions.

5. Cancellation by Service Providers

5.1 Provider-Initiated Cancellations

• Parent receives full refund or rescheduling option.
• Motherly may arrange a replacement provider where possible.

5.2 Provider Accountability

Providers must communicate changes early. Repeated provider-side cancellations may lead to penalties or platform removal.

6. Special Considerations

6.1 Emergency Cancellations

For genuine emergencies, Motherly may waive cancellation fees regardless of provider policy after review by support.

6.2 Force Majeure and Pandemic Conditions

During force majeure events or regulatory disruption, Motherly may issue refunds, credits, or rescheduling without penalties.

7. Payment Terms for Service Providers

• All payments must be processed through the Motherly app.
• No direct cash or external-mode payment is permitted.

8. No-Show Policy

8.1 Parent No-Show

If a parent misses the appointment without timely cancellation, no refund is issued and full service charges apply.

8.2 Service Provider No-Show

If a provider misses the appointment without notice, parent receives a full refund and Motherly takes corrective action.

9. Contact Us

10. Policy Modifications

Motherly reserves the right to update this policy at any time. Users will be notified by email or in-app updates.

Key Takeaways

• Service providers define their own cancellation policies.
• Cancellations and refunds are processed through the Motherly app.
• No cash transactions are allowed between parents and service providers.
• Review provider policy before booking to avoid confusion.