Refund and Cancellation Policy

Refund & Cancellation Policy

Last Updated: 21-05-2025

At YELLARA, we strive to ensure a smooth experience for both Customers and Freelancers. However, we understand that plans can change or issues may arise. This Refund & Cancellation Policy outlines the terms and procedures for canceling bookings and requesting refunds for services booked through YELLARA.com. By using our Platform and booking services, you agree to the following terms:

1. Cancellation by Customers

How to Cancel: Customers can cancel a service booking by logging into their YELLARA account and navigating to their bookings, or by contacting our customer support at info@yellara.com with the booking details. We encourage using the Platform interface for faster processing.

Cancellation Timeframes and Fees:

• Free Cancellation Period: If you cancel a booking within a certain period after making the booking or well in advance of the scheduled service time (for example, at least 24 hours before the service), you will generally be eligible for a full refund of any amount paid. The exact free cancellation window may vary by service type and will be indicated at the time of booking.
• Late Cancellation: If you cancel a booking closer to the scheduled start time (for instance, within 24 hours of the service time), a cancellation fee may apply. This fee compensates the Freelancer for reserving their time and potentially turning down other work. The fee (or reduced refund amount) will depend on the service and timing of cancellation and will be communicated to you during the cancellation process.
• Last-Minute Cancellation or No Contact: If you cancel at the very last minute (e.g., just before the service or when the Freelancer is already on the way) or if the Freelancer arrives and you (the Customer) are not present or reachable, it may be treated as a completed service for purposes of Freelancer compensation. In such cases, you may not receive a refund except in special circumstances as determined by YELLARA’s support team.

We understand emergencies happen. If you believe you had an extenuating circumstance for a late cancellation (such as a medical emergency), please contact us and provide any relevant information; we may, at our discretion, provide a refund or credit even if it’s outside the normal policy.

2. Cancellation by Freelancers / No-Show by Freelancer

Freelancers are expected to honor their commitments. However, if a Freelancer needs to cancel a booking:

• Freelancer-Initiated Cancellation: The Freelancer should inform the Customer and YELLARA support as soon as possible. In such cases, Customers will receive a full refund of any amount paid for that booking. YELLARA will also make efforts to find a replacement Freelancer if the Customer desires, subject to availability.
• Freelancer No-Show: If a Freelancer fails to show up at the agreed time and location without cancelling, the Customer will be entitled to a full refund. Such incidents are taken seriously; the Freelancer may face penalties or suspension from the Platform as per our Terms and internal policies.
• Partial Completion: If a Freelancer begins a service but cannot complete it due to unforeseen reasons (illness, emergency, etc.), the Customer will owe payment only for the portion of the service completed (if any) and will receive a refund for the incomplete portion. Alternatively, at the Customer’s choice, YELLARA may arrange for a substitute Freelancer to complete the remaining work at no additional cost beyond the original agreed price.

YELLARA’s team monitors Freelancer reliability. Repeated cancellations or no-shows by a Freelancer will result in appropriate action to maintain quality of service on the Platform.

3. Unsatisfactory Service or Dispute Resolution

We want you to be satisfied with the services booked through YELLARA. If you encounter a problem with the service quality or completion:

• Service Not Performed or Poor Quality: If a service was not performed at all, or if you believe the quality of the service is significantly below reasonable expectations, please report the issue to YELLARA within 24–48 hours of the scheduled service time. You can do this through the Platform (if a “Report Issue” feature is available) or by contacting info@yellara.com. Provide details and any supporting evidence (e.g., photos of incomplete work, description of the issue).
• Investigation: YELLARA will review the complaint by reaching out to both the Customer and the Freelancer to understand what happened. We may request additional information or evidence from either party.
• Resolution and Refunds: If the investigation finds that the service was not provided as promised or was seriously deficient, YELLARA will determine an appropriate resolution. This may include:
  • A Full or Partial Refund to the Customer, depending on the extent of the issue (for example, full refund if no work was done or if the work has no value due to poor quality; partial refund if some value was delivered but not to the expected level).
  • Offering a Re-service (having a different qualified Freelancer redo the job) at no extra cost to the Customer, if agreeable.
  • Other remedies as suitable (such as a credit for future services).
• Freelancer Payment Adjustments: In cases of validated poor service or no service, Freelancers agree that they may not be entitled to their full payment, or any payment, for that booking. YELLARA may deduct the amount refunded to the Customer from the payout to the Freelancer, or recover it from the Freelancer if the payout was already made. These conditions are outlined in the Freelancer obligations in our Terms and the Freelancer’s agreement with YELLARA.
• Good Faith: We ask both Customers and Freelancers to act in good faith during disputes. False or fraudulent claims for refunds (e.g., claiming dissatisfaction to get a free service despite a job well done) are against our policies. Users who engage in such behavior may be warned, denied refunds, or removed from the Platform.

4. Refund Process and Timeline

When a refund is approved by YELLARA, we will process it as follows:

• Method of Refund: Refunds will be issued to the original payment method used for the booking. For example, if you paid by credit card, the refund will be credited back to that same credit card. In certain cases, we may offer the option of a refund in the form of Platform credit, but this will only be done with your consent.
• Processing Time: We initiate refunds promptly once approved. However, it may take some time for the funds to reflect in your account. Generally, once processed, refunds can take 7–10 business days to appear in your bank or credit card statement, depending on your bank or card issuer. UPI and wallet refunds typically process faster, but can also take a few business days.
• Notification: You will receive an email confirmation or notification from YELLARA when your refund is processed, indicating the amount and the method to which it was refunded. If a significant amount of time (more than 10 business days) has passed and you have not received your refund, please contact both your payment provider and YELLARA so we can assist in tracking it.
• Exceptions: In scenarios where the original payment method is no longer valid (for example, a card has expired), we will work with you to find an alternative method for refund (such as a bank transfer). We may require proof of identity and ownership of an alternate account for security purposes.

Please note that any convenience fees or taxes charged at the time of booking might be non-refundable if so stated at booking time, unless required by law. We will inform you if any portion of your payment is non-refundable (e.g., a one-time booking fee might not be returned on cancellation).

5. Other Important Points

• Rescheduling Bookings: In some cases, you might prefer to reschedule or modify a booking instead of outright canceling. Rescheduling is subject to Freelancer availability and mutual agreement. We generally treat a reschedule as a cancellation of the original booking (which could incur a fee if it’s last-minute) and a new booking for the new time, but we may waive cancellation fees if the change is minor and the Freelancer agrees.
• Platform Fees: If YELLARA charged a separate platform or booking fee, that fee may be refundable or not depending on the circumstance. Typically, if the service is canceled and fully refunded, any platform fee will also be refunded. If a partial refund is given for service issues, the platform fee may be refunded proportionally or in full at our discretion.
• Abuse of Policy: This Refund & Cancellation Policy is designed to protect Users in genuine cases. Abuse of cancellation or refund requests (such as habitual cancellations by a Customer or baseless complaints to seek refunds) will not be tolerated. YELLARA reserves the right to limit services, charge certain cancellation fees, or ban Users who are found to be abusing this policy.
• Policy Updates: This Refund & Cancellation Policy may be updated from time to time. We will notify Users of significant changes by posting an update on our Platform or through email. The “Last Updated” date at the top indicates the latest revision. We encourage you to review this policy periodically to stay informed of any changes.

6. Contact for Cancellations and Refunds

If you need assistance with a cancellation or refund, or if you have questions about this policy, please contact our customer support:

Email: info@yellara.com
Customer Support Helpline: [if available, insert phone number]
Address: No.41, 11th Block, BSK 6th Stage, Srinivasapura, Kengeri, Bangalore South, Bangalore Rural – 560060, Karnataka, India.

Our support team will guide you through the process and address any concerns. We are here to help and ensure that any issues are resolved fairly and promptly.

By using YELLARA’s Platform and services, you acknowledge that you have read and understood this Refund & Cancellation Policy