1) Introduction
Strings Social, acting as the deemed supplier, collects booking amounts at the time of confirmation but does not release funds to the Provider until the service is delivered and acknowledged by the Consumer. This ensures fairness, consumer protection, guaranteed payout on delivery, and an overall secure flow.
2) Consumer Cancellations & Penalties
Applies when a Consumer cancels a confirmed booking. Conditions are evaluated in priority order; once one applies, lower ones are ignored.
Case A: Same‑Day Bookings
(Booking Date = Execution Date)
- Within 30 minutes of booking: 0% penalty (Full refund).
- After 30 minutes but before service start: 40% penalty.
Case B: Future‑Dated Bookings
(Booking Date ≠ Execution Date)
- Within 2 hours of booking: 0% penalty (Full refund).
- Cancellation on day of service, before start: 40% penalty.
- If less than 12 hours left to start: 30% penalty (unless 2‑hour rule applies).
- Between 2h–12h of booking: 10% penalty.
- After 12h of booking: 20% penalty.
3) Provider Cancellations
- Consumer receives a 100% refund.
- Provider incurs a 10% penalty on total service value (deducted from next payout).
- Repeated cancellations may lead to warnings, temporary suspension, or deactivation.
4) No‑Shows & Late Attendance
- Consumer No‑Show: If the Consumer does not appear within 30 minutes of start, Provider may report a no‑show. After verification, Provider receives full payment; no refund to Consumer.
- Provider No‑Show: Consumer receives 100% refund; Provider charged 10% penalty.
Tip: Use Check‑In (below) to help resolve disputes.
5) Aborted Services (During Execution)
Provider Aborts
- 10% penalty on payout (capped at 30% after ≥3 aborts in the same month).
- Consumer receives a full refund.
Consumer Aborts
Penalty based on monthly abort count (resets monthly):
| Abort # | Penalty | Refund to Consumer | Notes |
|---|---|---|---|
| 1st | 10% | 90% | Genuine dissatisfaction |
| 2nd | 20% | 80% | Discourages repeat misuse |
| 3rd | 30% | 70% | Stronger deterrent |
| 4th | 40% | 60% | Stronger deterrent |
| 5th+ | 50% | 50% | Maximum penalty |
6) Refund Settlement Process
- Refunds are issued to the original payment method (where supported).
- Settled per the payment gateway's refund cycle (typically 5–7 days).
- A 2% transaction fee may be deducted from the refund amount.
7) Dispute Resolution
- Either party may raise a dispute within the app.
- Strings Social will review and adjudicate per the official Dispute Resolution Policy (initially manual).
- In exceptional cases, decisions may override automatic penalties or refunds.
- All resolutions are binding.
8) Abuse Prevention & Exceptions
- We monitor misuse of cancellation/refund rules and may issue warnings, suspensions, or terminations.
- We recognize genuine emergencies; contact support for discretionary exceptions.
9) Rescheduling Services
- Either party may request rescheduling in emergencies.
- New schedule must be proposed in‑app and accepted by the other party.
- If declined, the original schedule remains valid.
- If neither attends at the original time, standard no‑show rules apply.
10) Check‑In Requirement (Location & Time)
Window
Check‑in within 30 minutes prior to scheduled start. Records include location & timestamp.
Purpose
Confirms readiness and provides proof for resolving no‑shows, lateness, or aborts.
Failure
Missing check‑in may lead to no‑show claims and penalties as per Section 4 (subject to dispute review).
11) Contact
Email: info@exentrea.com
Address: Exentrea Private Limited, Worli, Mumbai, India