Cancellation Policy

Hello Service Desk Pvt. Ltd. ("HSD") facilitates virtual sessions between clients and certified service providers. This Cancellation Policy governs all bookings made on our platform and applies to clients, providers, and HSD-initiated cancellations.

We understand that plans change. Our policy is designed to be fair to both parties while protecting providers' time and clients' investment.

As a client, you may cancel a booking at any time before the session begins. The following conditions apply:

• More than 24 hours before session: Full refund of the booking amount minus payment gateway fees (3%).
• Between 12–24 hours before session: 50% refund. The remaining 50% covers provider reservation compensation.
• Less than 12 hours before session: No refund. The full booking amount is forfeited.
• After session has started: No refund under any circumstance.

Providers are expected to honour all confirmed bookings. If a provider cancels:

• More than 24 hours notice: Client receives a full refund. No penalty for first cancellation per month.
• Less than 24 hours notice: Client receives a full refund. A cancellation strike is recorded on the provider's account.
• No-show by provider: Client receives a full refund. Provider account is reviewed for suspension.
• 3 or more cancellations in 30 days: Provider account is suspended pending review.

HSD reserves the right to cancel bookings in these situations:

• The provider's account has been suspended or deactivated.
• A verified technical failure makes the session impossible.
• The booking was made fraudulently or violates our Terms of Service.
• Force majeure events — natural disasters, national emergencies.

In all HSD-initiated cancellations, clients receive a full refund including all fees. Both parties are notified by email within 1 hour.

• Clients may reschedule free of charge if done more than 24 hours before the session.
• Rescheduling within 24 hours is subject to provider availability.
• Each booking may be rescheduled a maximum of 2 times.
• Rescheduled sessions must occur within 30 days of the original booking date.

A "no-show" occurs when either party fails to join the session within 15 minutes of the scheduled start time without prior notice.

• Client no-show: Booking is marked completed. No refund. Provider is compensated in full.
• Provider no-show: Client receives a full refund. Provider receives a no-show strike.
• Both parties no-show: Booking is cancelled. Client receives a 50% refund.

Full refunds may be granted outside standard policy in genuine exceptional circumstances:

• Medical emergencies: Hospitalisation of client or immediate family (documentation required).
• Bereavement: Death of an immediate family member (documentation required).
• Natural disasters: Government-declared emergencies in Nepal.
• Nationwide outages: Power or internet outages verified by ISP records.

Special case requests must be submitted within 48 hours of the missed session with supporting documentation via a support ticket.

1. Log in to your account at app.helloservicedesk.com
2. Navigate to My Bookings from your dashboard
3. Find the booking you wish to cancel
4. Click "Cancel Booking" and select your reason
5. Confirm — you will receive an email confirmation immediately
6. Eligible refunds are processed automatically within the stated timeline