1 Failed payments, cancellations and refunds
A failed payment is handled separately from cancellation of a successfully arranged service. If your account is debited but the payment does not complete, report the reference, date and amount. We will record the complaint and coordinate with the relevant participant. Applicable payment-system reversal and compensation rules remain available, and a general support estimate does not replace their deadlines.
For a cancellation, submit the request through the stated booking or support channel. Eligibility and lawful deductions depend on the service conditions disclosed when you booked, the provider's applicable rules and your legal rights. The point at which a request becomes irreversible differs across services. No general statement that a booking or recharge is confirmed removes a valid claim for deficient, misdescribed or unfulfilled service.
We will explain the calculation of an accepted refund, including any justified deductions. Our own charges are refundable where required by law or by the terms disclosed for that service. Refunds will be processed through the original payment route where available and lawful; any permitted alternative will be explained and agreed where consent is required. We will not require acceptance of a voucher or platform credit in place of a cash refund that is legally due.
We will provide the applicable processing period or a reasoned estimate and follow up on a delayed refund. A provider-related delay does not excuse a legal deadline or a responsibility that rests with us. Cancellation charges and any corresponding obligation when we cancel will comply with the rules applicable to our role. A chargeback or bank complaint is subject to the relevant process; tell us about parallel claims so the same amount is not recovered twice.
2 Contact and assistance
For assistance, contact info@onenesssuperapp.com or +91 9147223803 with your service reference, transaction date, amount and a description of the issue. Do not send passwords, PINs or biometric data.
Read the Terms and Conditions for the applicable service conditions and complaint escalation process.