Refund & Cancellation Policy

1.Scope of this policy

This Refund & Cancellation Policy explains how payments, rescheduling, cancellations, and refunds work when you make a prepaid booking through the Kiosk Me In mobile application (the “App”). It forms part of, and should be read with, our Terms of Service.

The App and its booking platform are operated by Neha Yadav, an individual proprietor trading as “Floating Sage”, Mumbai, Maharashtra, India (“we”, “us”, “our”). Kiosk Me In connects you with independent local businesses — salons, clinics, and similar service providers — for in-person and live one-to-one video appointments. The services themselves are provided by those businesses, not by us.

2.How a prepaid booking works

When you book an appointment, you pay upfront in Indian Rupees (INR) by UPI, processed by our payment partner Razorpay. We do not collect or store your card or bank details. The amount you pay is made up of:

the service price set by the business; plus
a 5% booking fee charged by Floating Sage for operating the platform and reserving your slot; plus
for a live video appointment, a small video platform fee (currently ₹10) that covers the secure video service for that appointment.

Your payment is held securely against your appointment and is only released to the business once your appointment is honoured (see Section 5). Until then it remains available to be refunded to you in the cases set out below.

3.Rescheduling

Plans change, so both you and the business are given room to move an appointment without anyone losing money:

You may reschedule a booking up to two times.
The first reschedule must be made at least 1 day (24 hours) before the appointment.
The second reschedule must be made at least 3 hours before the (then current) appointment time.
Rescheduling is free. Your payment simply stays held against the new date and time — nothing is charged again and nothing is forfeited.

You can only reschedule to a slot the business has marked as open and available. After the second reschedule, the appointment is final and cannot be moved again; if you cannot attend it, the cancellation and no-show rules below apply.

4.If the business changes or cannot honour your appointment

You always book a slot the business has told us it is open and available for — we never show you a time the business has not made available. If the business later changes its availability (for example it takes leave, closes early, or can no longer serve your slot) such that your appointment can no longer be honoured at the time you booked, then:

you are told inside the App that the business has changed the appointment, and
you can choose a new available time, or cancel right there and receive a full refund — including the 5% booking fee and any video platform fee.

A cancellation you make because the business changed the appointment is never treated as your fault and never loses the booking fee.

5.In-person appointments — completing or refunding

When the service is provided. At the start of your appointment you confirm the service is going ahead (for example by sharing your booking code with the business). Once you do, the service is treated as provided and your payment is released to the business. The 5% booking fee is retained by Floating Sage as our platform fee.

If you visit but do not receive the service. If you travel to the business at the booked time and the service does not go ahead, you may request a refund from within the App. To confirm you actually visited, the App records your location at the business (a check-in). Then:

if the business was closed, absent, or unable to serve you, you receive a full refund, including the booking fee and any video platform fee. For a full refund you also capture a time- and location-stamped photo in the App as evidence.
if the business was available and you simply chose not to proceed, the service price is refunded to you and the 5% booking fee is retained — your location check-in is enough here, and no photo is needed.

You will be asked to allow location so your visit can be confirmed. If your visit cannot be confirmed, the booking is treated as a no-show (below).

If you do not visit at all (no-show). If you do not attend your appointment and did not reschedule or cancel in time, it is a no-show. The business has reserved that time for you, so the booking is treated as completed: no refund is due.

6.Live video appointments

Live video appointments follow the same principles, with attendance determined by who joins the video call at the booked time:

If you and the business connect and the appointment takes place, the booking is complete and no refund is due.
If the business does not join the call within the appointment window, you receive a full refund, including the booking fee and the video platform fee.
If you do not join the call and did not reschedule or cancel in time, it is treated as a no-show and no refund is due.

7.Quick summary

What you get back in each situation:

Full refund (service price + 5% fee + any video fee): the business is closed, absent, cannot serve you, or changes the appointment so it can no longer be honoured; or the business does not join a video appointment.
Service price refunded, 5% booking fee retained: you cancel an unchanged appointment (change of mind) within the allowed time, or you visit but choose not to proceed while the business was available.
No refund: you do not show up (no-show) and did not reschedule or cancel in time; or you received the service and are unhappy with its quality (see Section 8).

8.Service quality is between you and the business

Kiosk Me In is a booking platform; the appointment itself is delivered by an independent business. We do not set, supervise, or guarantee the quality of any service. A refund is due when a service you paid for is not provided (covered above) — but dissatisfaction with the quality of a service that was provided is a matter between you and the business, and is not, by itself, a basis for a refund from us. Nothing in this policy limits any right you may have under the Consumer Protection Act, 2019.

9.How refunds are issued

Approved refunds are sent back to the same UPI account you paid from, through Razorpay. Refunds are normally initiated promptly once approved and typically reach you within 5 to 7 business days, though the exact time depends on your bank and UPI provider. We do not charge any deduction on a refund beyond the booking fee where this policy says it is retained.

10.How to request a refund or raise a dispute

Most refunds are handled directly inside the App at the time of cancellation. If you need to raise a refund request or a dispute — for example, the business did not serve you — do so from the booking in the App, or contact us at support@kioskitin.com within 7 days of the appointment. Please include your booking reference and any proof the App helped you capture. We review requests fairly, taking into account the records of the booking and the history of both parties.

We may decline clearly abusive or fraudulent requests, and we may suspend accounts — customer or business — that repeatedly act in bad faith (for example, repeated no-shows, or repeatedly failing to honour booked appointments).

11.Contact & grievances

For any question about a payment, cancellation, or refund:

Email: support@kioskitin.com
Grievance officer: Neha Yadav, trading as Floating Sage
Address: Mumbai, Maharashtra, India.

We aim to acknowledge refund and grievance requests within 2 business days and to resolve them within a reasonable time.