Cancellation & Refund Policy

Effective Date: June 11, 2026 | Hotel Partners

Disclaimer: The Servouz Platform is owned, operated, and managed by Happiness Quotient Events Private Limited, a company incorporated under the Companies Act, 2013, having its registered office at AKASH GAUTAM, WARD NO-07, Balua Bazar Sub Post Office, Balua, Supaul, Bihar-854339.

For the purpose of these Terms, Privacy Policies, Agreements, and Platform Rules, references to "Servouz", the "Platform", the "Company", "we", "our", or "us" shall mean Happiness Quotient Events Private Limited and its authorized representatives.

This Cancellation & Refund Policy may be updated from time to time. Material updates will be reflected within the App and become effective upon publication.

Customers (HORECA & Individuals)

1. The Instant Absolute Lock-In Framework

Zero Self-Service Cancellation: From the exact moment a booking request is matched and accepted by a Service Partner on the platform, the booking enters an unalterable Absolute Lock-In State.

Removal of Dashboard Controls: The Hotel interface does not feature any automated "Cancel," "Modify," or "Reschedule" buttons at any point prior to, or during, the scheduled shift.

2. Mandatory Manual Support Routing

If a Hotel wishes to request a cancellation or structural modification of a confirmed booking, whether it is days in advance or minutes before a shift, the Hotel cannot process this through the app UI. The Hotel is contractually mandated to contact the Servouz Support Channel manually to initiate a formal dispute review.

3. Strict Case-by-Case Merit Evaluation & Penalties

Unilateral Platform Discretion: Servouz retains sole, final, and absolute discretion to evaluate the grounds of the hotel's cancellation request.

Verified Force Majeure Relief: If the Hotel provides immediate, irrefutable proof to the Support Channel of an absolute emergency (e.g., structural venue destruction, sudden localized government shutdowns, or major public safety crises), Servouz may waive penalties and credit the prepaid booking tokens back to the Hotel's platform wallet ledger.

Unapproved Cancellations & Forecasting Failures: If a Hotel requests a cancellation due to internal logistics errors, guest count miscalculations, or changes in scheduling, the emergency exception will be denied. Because a Service Partner's calendar was locked, the Hotel remains contractually liable to pay a Disruption Penalty equivalent to 100% of the gross shift fee, which will be collected via their prepaid wallet or added to their auto-generated monthly billing invoice.

4. Refund Execution Architecture

Wallet Isolation: Approved refunds are credited directly into the Hotel’s Prepaid Dashboard Wallet Ledger. These funds are strictly locked for future booking matches on the platform and cannot be directly drawn down as cash.

Account Termination Remittance: Direct cash withdrawals to an external bank account are restricted exclusively to formal platform off-boarding and contract termination, processed within 7 working days, net of standard 2% payment gateway processing fees.

PARTNERS

1. Permanent Commitment Rule

The Zero-Cancellation Bind: The exact moment an independent Service Partner clicks "Accept" on a shift notification, they are legally and operationally bound to fulfill that assignment.

Total UI Lock: The Partner App completely blocks any form of self-directed cancellation or shift dropping. There is no period, window, or timeline where a partner can cancel a shift independently.

2. Mandatory Immediate Emergency Escalation

  • If a Service Partner experiences an extreme, unpreventable personal crisis that makes it physically impossible to report to the hotel gate (e.g., sudden acute medical hospitalization or severe transit accidents), they are contractually required to contact the Servouz Partner Support Channel manually and immediately.
  • The partner must submit authentic supporting documentation (such as a medical admission certificate or emergency center log) directly to the support team within 24 hours.

3. Support Discretion, Wallet Deductions, & Sanctions

Discretionary Relief: The Servouz Support Desk will review the submitted evidence on a case-by-case basis. If the emergency is fully validated, the shift is manually reassigned to an available partner with zero platform penalties.

Unapproved Breach & Wallet Penalty Fee: If the Service Partner fails to show up (No-Show), fails to report their absence instantly, or fails to provide acceptable documentary proof to the support desk, the following strict measures apply:

  • An administrative Penalty Fee is applied directly as a negative balance against their platform wallet.
  • This penalty will automatically stack in their ledger and will be directly deducted from their total consolidated payout at the end of the monthly bank transfer cycle.
  • Progressive Enforcement Framework
    • - First validated no-show violation: Written warning.
    • - Second validated no-show violation: Temporary account suspension.
    • - Third validated no-show violation: Permanent account deactivation.

Servouz reserves the right to accelerate enforcement in cases involving fraud, misconduct, repeated violations, safety concerns, document falsification, or circumstances materially affecting platform operations.