Refund & Cancellation Policy

1. Overview

Gocut is a technology platform that connects Clients with independent lifestyle and wellness establishments ("Partner Establishments"). When you make a booking through Gocut, a service agreement is formed between you and the Partner Establishment — Gocut facilitates the transaction but is not the service provider.

This Refund & Cancellation Policy sets out:

• Gocut's platform-level minimum standards for cancellations and refunds that all Partner Establishments must follow.
• Additional policies that may apply to individual Partner Establishments — these are shown on each establishment's listing page before you confirm a booking.
• Gocut's own obligations and the dispute resolution process.

By completing a booking on Gocut you agree to this policy alongside our Terms & Conditions.

2. Cancellation by Client

You may cancel a booking at any time before your appointment. The refund you receive depends on how far in advance you cancel, as set out in the schedule below. All times are based on the appointment start time in Indian Standard Time (IST).

How to Cancel

• Open the Gocut app and navigate to My Bookings.
• Select the booking you wish to cancel and tap Cancel Booking.
• Confirm the cancellation. You will receive a push notification confirming the cancellation and the applicable refund amount.
• If you are unable to cancel via the app, contact us immediately at support@Gocutcares.com with your booking reference number.

3. Cancellation by Partner Establishment

• You will be notified immediately by push notification when a Partner Establishment cancels your booking.
• Your refund will be initiated within 24 hours of the cancellation and credited to your original payment method within the timelines stated in Section 5.
• Gocut tracks establishment cancellation rates. Partner Establishments that repeatedly cancel confirmed bookings are subject to listing suspension or removal from the Platform.
• If you do not receive your refund within the stated timeline, contact us at support@Gocutcares.com with your booking reference number.

4. No-Show Policy

A no-show occurs when a Client fails to arrive for a confirmed appointment without cancelling in advance through the Gocut app.

• No refund is provided for no-shows.
• The Partner Establishment may charge an additional no-show fee as stated in their listing policy. This fee, where applicable, will be charged to the payment method on file.
• Clients with repeated no-shows (3 or more within a 12-month period) may have their ability to make bookings restricted or their account suspended.
• If you were unable to attend due to a genuine emergency and could not cancel in time, contact us at support@Gocutcares.com within 24 hours of the missed appointment. Gocut will consider the circumstances on a case-by-case basis.

5. Refund Process & Timeline

All eligible refunds are credited back to the original payment method used at the time of booking. Gocut does not issue refunds in cash, vouchers, or any alternative form unless specifically agreed in writing.

Expected Refund Timelines

Business days exclude Saturdays, Sundays, and public holidays as observed in India. The actual credit date depends on your bank's processing time and may occasionally exceed these estimates. Gocut is not responsible for delays caused by your bank or payment provider.

Refund Confirmation

• You will receive a push notification when a refund is initiated.
• If you do not see the credit within 7 business days of the notification, please contact your bank first.
• If the issue persists, contact us at support@Gocutcares.com with your booking reference and bank statement showing the original charge.

6. Service Quality Disputes

Gocut vets every Partner Establishment against the Gocut Cares Standard. However, if the quality of a service rendered fell significantly below reasonable expectations, you may raise a dispute.

Eligible Disputes

• Service was materially different from what was described on the Gocut listing (e.g., a different treatment was performed without consent).
• Service was not performed at all despite the appointment being marked as completed.
• Serious hygiene or safety failure during the service.
• Injury caused directly by the establishment's negligence.

Dispute Resolution Process

Gocut's decisions on service quality disputes are final. If you remain unsatisfied, you may approach the appropriate Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019.

7. Special Service Types

Tattoo & Permanent Body Art

• If you cancel a tattoo booking more than 24 hours in advance, any portion of the payment beyond the design deposit will be refunded in full.
• If the tattoo artist cancels the booking, the entire amount — including any design deposit — will be refunded in full.
• Tattoo services, once completed, are not eligible for a refund on the basis of personal dissatisfaction with the design, provided the artist executed the agreed design accurately.

Permanent & Semi-Permanent Treatments

Services such as semi-permanent eyebrow tattooing, permanent hair removal, chemical peels, and similar treatments:

• Follow the standard cancellation schedule in Section 2.
• Results are subjective and vary between individuals. A refund will not be issued solely because you are unhappy with the outcome of a treatment that was performed as described and agreed.
• If the treatment caused injury or was performed incorrectly, you may raise a dispute as described in Section 6.

Group & Event Bookings

Bookings for groups of 4 or more, or bookings made for special events (bridal packages, pre-event grooming, etc.), may be subject to the Partner Establishment's separate group cancellation policy, which will be displayed at the time of booking. These policies may require longer advance notice for cancellation and refund eligibility.

8. Non-Refundable Situations

The following situations are not eligible for a refund from Gocut:

• Services that have been fully rendered to your satisfaction.
• Cancellations made within 12 hours of the appointment (standard window), unless covered by the Gocut Guarantee (establishment cancelled).
• No-shows where you did not attend and did not cancel in advance.
• Dissatisfaction with a service outcome that was performed as described and agreed before booking (e.g., a haircut style you requested but later changed your mind about).
• Additional services or products purchased directly at the establishment that were not booked through Gocut.
• Non-refundable design deposits for tattoo or permanent art services (as disclosed at booking).
• Bookings cancelled due to force majeure events affecting only you (personal emergencies are considered on a case-by-case basis — see Section 4).
• Any Gocut convenience or platform fee, where applicable.

9. Platform Technical Issues

Gocut takes responsibility for any financial error caused directly by the Platform. You are entitled to a full refund in the following situations:

• Duplicate charge: If your payment method was charged more than once for the same booking due to a platform error, the duplicate amount will be refunded within 3 business days of us being notified.
• Payment deducted without booking confirmation: If your payment was processed but no booking confirmation was received (i.e., the booking did not go through), you are entitled to a full refund. Contact us within 24 hours with your transaction reference.
• Incorrect amount charged: If you were charged an amount different from the price displayed at checkout due to a platform error, we will refund the difference.

To report a platform payment issue, email support@Gocutcares.com with your transaction reference number, the amount charged, and a screenshot of the payment confirmation from your bank or UPI app. We will investigate and respond within 2 business days.

10. How to Request a Refund

For All Other Refund Requests

Email support@Gocutcares.com with the subject line "Refund Request — [Your Booking Reference]" and include:

• Your full name and the mobile number registered on your Gocut account.
• Your booking reference number (found in your booking confirmation notification).
• The name of the Partner Establishment and the appointment date and time.
• A clear reason for the refund request.
• For service quality disputes: any supporting evidence (photos, screenshots).

Response Times

• Automatic cancellation refunds: Initiated immediately upon cancellation.
• Partner Establishment cancellation refunds: Initiated within 24 hours of the cancellation.
• Platform error refunds: Reviewed and responded to within 2 business days.
• Service quality disputes: Initial response within 3 business days; resolution within 7 business days.

11. Contact Us

For any refund, cancellation, or payment query, our support team is here to help.

If your complaint is not resolved to your satisfaction, you may approach the appropriate Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019.