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Refund & Cancellation Policy

Last updated: 28 June 2026 · Effective date: 28 June 2026

1.What this policy covers

This policy explains how prepaid bookings, payments, settlements, rescheduling, cancellations, no-shows and refunds work for businesses that accept online appointments through Kiosk It In (the “App”) — in plain terms, when you get paid, when you don’t, and how disputes are resolved. It forms part of, and should be read with, our Terms of Service.

Customers book you through our companion customer app, Kiosk Me In. The rules here are the business-side view of the same policy your customers see at kioskmein.com/refund — the two are consistent. Operated by Floating Sage AI Private Limited (CIN: U62013PN2024PTC236241), Maharashtra, India. Payments are processed by Cashfree Payments over UPI.

2.How you get paid — prepaid escrow

When a customer books one of your slots, they pay upfront in full by UPI. The amount they pay is made up of your service price (your money), a booking fee of 5% retained by Floating Sage, and — for a live video appointment — a small video fee (currently ₹10) retained by us. Our platform fees may be revised from time to time as per our business policy; any change will be published on this page, and the fees applicable to a booking are always the ones disclosed at the time of booking.

That payment is held securely against the appointment and is released to you when the appointment is honoured. This is what makes the slot real: the customer has already paid, so they are far less likely to no-show, and your waiting area stays calm.

3.The show code — how you get your money, and the final word

Each paid booking has a show code held by the customer. At the start of the appointment the customer shares the code and you redeem it in the App. On redeem, the booking is complete and final: your service price is released to you, and Floating Sage retains the 5% (and any video fee).

Redeeming the code overrides every cancellation window below. Once redeemed, the booking cannot be cancelled or refunded by anyone. So redeem the code at the very start of the appointment, before you begin serving — that is the moment your payment is locked in. For a live video appointment, you are paid if you join within the appointment window and the call takes place.

4.Settlement & payouts

Your released funds are settled to your linked payout account with Cashfree Payments. To receive payouts you must complete payout onboarding (KYC / bank details) with Cashfree Payments for your business. Until that is active, completed bookings are held as pending payouts and released once your account is active. Settlement follows Cashfree’s standard settlement schedule. We never deduct anything from your service price beyond the fee described above.

5.Rescheduling

  • A booking may be rescheduled once by the customer and once by you, and only at least 24 hours before the appointment. Within 24 hours, rescheduling is closed for both sides.
  • Rescheduling is free; the payment stays held against the new slot. Customers can only move into slots you have marked open, so you keep control of your calendar.
  • If you reschedule and none of your offered times works for the customer, the customer cancels for a full refund and you are not paid for that booking — so reschedule only when you genuinely cannot serve the original slot.

6.When you get paid — and when you don’t

You are paid your service price when:

  • the customer attends and you redeem the show code; or
  • for a video appointment, you join and the appointment takes place; or
  • the customer does not show up — a no-show is treated as a completed booking and you receive the service price (we retain our 5%), because you held the slot for them (Section 7).

You are not paid for that booking when:

  • the customer cancels more than 24 hours before — they get the service price back, we keep our 5%, and you held no slot to your loss;
  • the customer cancels on location (GPS-confirmed at your premises) in the allowed windows — 30 to 15 minutes before, or 15 to 30 minutes after, the appointment — they receive a full refund, including the fee. The 15 minutes either side of the appointment cannot be cancelled: it is your protected window to serve, and an earlier (30–15 min before) cancellation gives you time to re-fill the slot;
  • you cancel, or reschedule and the customer declines; or
  • for a video appointment, you do not join.

Honouring booked slots on time is therefore directly tied to being paid. Redeeming the show code at the start of the appointment is the single action that secures your payment.

7.No-shows — you are protected

If a customer does not attend, did not reschedule or cancel as allowed, and did not check in on location within 30 minutes after the appointment time, it is a no-show. Because you reserved that time and turned others away, the booking is treated as completed: the customer is not refunded, and you receive the service price (Floating Sage retains the 5% booking fee). This is the core of what online booking protects for you — a reserved slot earns you money even if the customer never arrives.

8.The location check-in we rely on in a dispute

A full refund in the final window (Section 6) is only given when the App confirms, from the customer’s phone GPS location, that they were physically at your business. A customer cannot claim a last-minute full refund from home — they must actually be at your premises. We use the location you provide at onboarding to verify this. This is designed to protect a business that honours its bookings from bad-faith refund claims.

9.Your obligations

  • Honour every booked slot on time, giving online-booked customers priority over walk-ins for their slot.
  • Redeem the show code at the start of each appointment, before you begin serving.
  • Use the “running late” option if you are behind, so the customer is warned.
  • Keep your availability and business location accurate — the location is used to verify customer check-ins.
  • Treat customers and their data lawfully, including consents under the DPDP Act, 2023.

We may suspend or remove a business that repeatedly fails to honour booked appointments, reschedules or cancels in bad faith, or otherwise abuses the platform.

10.If a customer asks you about a refund

  • Cancellations and reschedules are handled automatically inside Kiosk Me In per the rules above — ask the customer to use the booking screen there.
  • For a dispute, the customer can raise it in-app or email support@kioskmein.com within 7 days; you may be asked to confirm your records. We review fairly, using the booking records (including the location check-in) and both parties’ history.
  • Quality complaints about a service that was provided are between you and the customer and are not, by themselves, a basis for a refund from us; nothing limits the customer’s rights under the Consumer Protection Act, 2019.
  • Right to refuse service. Both you and the platform reserve the right to decline service to any particular customer in the future, at your discretion and without explanation — the way to handle a customer whose repeated behaviour the per-booking money rules don’t penalise.

Approved refunds go back to the customer’s original UPI account via Cashfree Payments, typically within 5–7 business days.

11.Contact & grievances

Email
support@kioskitin.com
Grievance officer
Neha Yadav, Director — Floating Sage AI Private Limited
Address
Malkapur, Karad, Satara 415110, Maharashtra, India.

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