Cancellation and refund

The short version

Four hours is the cut-off because by then your therapist has blocked out the time, turned down other work and often already set off.

Rescheduling

Life changes. Moving your session is free as long as you tell us more than four hours before your slot, and we will hold your payment against the new booking. You can move a session once at no cost; a second move is treated as a fresh booking.

To reschedule, message +91-9864601242 on WhatsApp or call +91-8822953511 with your booking reference and the slot you would prefer. We will confirm the new slot in writing — a booking is only moved once you have that confirmation.

Inside four hours, a reschedule is handled as a late cancellation: half of what you paid carries across to the new session and half is retained.

Cancelling

More than four hours before your slot

You get the full amount back, no questions asked and no reason needed. Message or call us with your booking reference.

Less than four hours before your slot

We refund half of what you paid. The retained half covers your therapist's blocked time and the travel they have often already begun.

Cancelling because of something on our side

If you cancel because we could not give you the therapist you asked for, could not reach your address, or changed the time on you, you get the full amount back regardless of notice. This applies whenever the reason for cancelling is ours rather than yours.

No-shows

A booking is a no-show when the therapist arrives at the address you gave, waits, and cannot begin the session. In that case no refund is due, because the therapist's time and travel are already spent.

Before treating a booking as a no-show, our therapist will call you at least twice from outside your address and wait 15 minutes past the start time. If you answer and are simply delayed, they will wait where they can — but the session still ends at its scheduled finish time, so a late start means a shorter session.

If your phone is switched off or unreachable, we have no way to find you, and the booking is closed as a no-show.

If we cancel

Sometimes we have to call it off — a therapist falls ill, an earlier session overruns badly, or weather and road conditions make travel unsafe. When that happens:

• We tell you as soon as we know, by call and by message.
• You choose between a full refund and a free reschedule at a time that suits you.
• Where we cancelled at very short notice and caused you real inconvenience, we will usually offer a discount on your next booking as well.

The same applies if we accept a booking for an address we turn out not to be able to serve, or if a pricing error on the website means we cancel the booking.

If the session disappoints

Tell us within 48 hours, with your booking reference and what went wrong. We would far rather hear about it than lose you quietly.

We acknowledge every complaint within 48 hours and aim to close it within seven working days. Depending on what we find, we will offer one of:

• The session redone by a different therapist at no charge.
• A partial refund where part of the service fell short.
• A full refund where the session should not have gone ahead as it did.

Where a therapist behaved improperly in any way, call +91-8822953511 immediately rather than waiting. You will be refunded in full and we will act on it.

When no refund is due

To be straightforward about it, these are the situations where we will not refund you:

• The session was completed as booked and you simply changed your mind afterwards.
• You were not at the address, or unreachable, at the booked time.
• The therapist ended the session because of inappropriate, abusive or unsafe behaviour, as set out in our terms of service.
• The therapist could not work safely because the client was intoxicated.
• You withheld a health condition or allergy that would have stopped us going ahead, and it caused a problem during the session.
• The session started late because you were not ready, and so ran shorter than the full duration.

Makeup services once applied, and facial treatments once carried out, cannot be refunded on the grounds of personal preference about the finished look. If you have a specific look in mind, please show the therapist a reference photograph before they start.

How to request a refund

There is no form to fill in. Contact us with your booking reference — it looks like DM-7K3P9Q and was sent to you when you booked — and tell us what you want:

• WhatsApp: +91-9864601242
• Phone: +91-8822953511, 9 AM to 8 PM daily
• Email: care@doormassage.in

We confirm every cancellation in writing. If you have not had that confirmation, the booking is still live — please chase us rather than assume it is cancelled.

How long refunds take

• We approve or query a refund request within 48 hours.
• Once approved, we release it within 5 working days.
• Your bank then takes its own time — usually 3 to 7 working days for UPI, and up to 10 for cards.

Refunds go back by the same method you paid with. We cannot send a card refund to a UPI ID, or the other way round. If the account you paid from has since closed, tell us and we will work out an alternative.

If a refund has not reached you within 10 working days of our approval, contact us with the reference and we will chase the payment provider on your behalf.

Bridal bookings

Bridal makeup is booked well ahead, costs considerably more, and takes a therapist out of circulation for most of a day. Different terms apply, and we will confirm them to you in writing when you book:

• More than 15 days before the date: full refund.
• 7 to 15 days before: 50% refund.
• Less than 7 days before: no refund, though we will do our best to move the booking to another date if your plans have shifted rather than ended.

If we have to cancel a bridal booking for any reason, you receive a full refund and we will help you find an alternative artist wherever we can.

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