Refund & Cancellation Policy

Welcome to OneNest ("OneNest", "we", "us", or "our").

This Refund & Cancellation Policy explains the cancellation, refund, and payment-related procedures applicable to OneNest laundry services and subscription plans.

By using OneNest services, placing an order, or purchasing a subscription plan, you agree to this policy together with the OneNest Terms & Conditions.

1. About This Policy

OneNest provides laundry pickup and delivery services through the OneNest mobile application.

This policy applies to:

• Laundry orders
• Laundry service cancellations
• Pickup cancellations
• Completed laundry services
• Subscription plans
• Eligible refunds
• Payment corrections
• Other applicable service-related refund requests

OneNest currently does not provide online payment through the mobile application for individual laundry orders or subscription plans.

Payments are generally collected by an authorized OneNest delivery agent/rider using supported payment methods such as Cash, UPI, or other supported methods.

2. Laundry Order Cancellation

Customers may request cancellation of a laundry order before pickup.

Cancellation may be requested through:

• The OneNest mobile application, where the cancellation option is available; or
• OneNest customer support.

Customers should provide the relevant order information when requesting cancellation.

3. Cancellation Before Pickup

If an order is cancelled before the garments have been collected, the customer will generally not be charged for laundry services that have not been performed.

However, if any applicable cancellation, visit, pickup, or other charge has already been incurred and is permitted under the applicable service terms, OneNest may communicate that charge to the customer.

4. Cancellation After Pickup

Once garments have been collected, the order may have entered inspection, processing, transportation, or another stage of service.

Cancellation after pickup may therefore be subject to applicable charges.

If the order has already been processed or partially processed, charges may apply for services already performed.

Where a refund is applicable, OneNest will determine the eligible amount based on the services already provided and applicable circumstances.

5. Cancellation After Processing Has Started

Once cleaning, ironing, dry cleaning, stain treatment, or another service has started, cancellation may not be possible.

If cancellation is accepted after processing has started:

• Charges for completed services may remain payable.
• Charges for applicable materials or special treatments may apply.
• Any remaining refundable amount will be determined by OneNest based on the circumstances.

6. OneNest-Initiated Cancellation

OneNest may cancel an order when reasonably necessary, including where:

• The service is unavailable in the customer's area.
• The requested service cannot safely or reasonably be performed.
• The garments are unsuitable for the requested service.
• The garments present a health or safety risk.
• The customer provides incomplete or incorrect information.
• The customer cannot be contacted when necessary.
• Operational circumstances prevent completion.
• A technical or system issue affects the order.
• Cancellation is required by law or for safety reasons.

If OneNest cancels an order and the customer has already made an eligible payment for services that were not provided, OneNest will consider an appropriate refund in accordance with this policy and applicable law.

7. Refund Eligibility

A refund may be considered where:

• An eligible order is cancelled before the relevant service is performed.
• OneNest cancels an order and the customer has already paid for services that were not provided.
• A duplicate payment was made.
• An incorrect amount was collected.
• A service could not reasonably be completed after payment.
• A refund is required under applicable law.
• OneNest otherwise determines that a refund is appropriate.

Refunds are not automatically available for every cancellation or complaint. The eligibility and amount of any refund may depend on the status of the order and the services already provided.

8. Completed Laundry Services

Once a laundry service has been completed and the garments have been delivered, a refund is not automatically available simply because the customer is dissatisfied with the cleaning result.

Cleaning results may vary depending on: fabric, garment condition, age of garment, existing stains, type of stain, previous treatment, manufacturer instructions, fabric characteristics, and colour condition.

Customers should contact OneNest promptly if they believe that an order was not completed correctly or a garment was damaged.

9. Damaged Garments

If a customer believes a garment was damaged due to OneNest's handling, the customer should report the issue as soon as possible and preferably within 48 hours of delivery.

The customer may be asked to provide:

• Order number
• Garment details
• Description of the issue
• Photographs, where applicable
• Other information reasonably required to investigate the claim

Each claim will be reviewed individually. If OneNest determines that compensation or a refund is appropriate, it will be handled in accordance with applicable law and OneNest's applicable claim procedures.

10. Lost Garments

If a garment is believed to have been lost while in OneNest's custody, the customer should notify OneNest as soon as possible and preferably within 48 hours of delivery or the expected delivery date.

OneNest will investigate the claim using available order, pickup, processing, and delivery information. If OneNest determines that compensation is applicable, the amount and method of compensation will be determined in accordance with applicable law and the circumstances of the claim.

11. Existing Damage and Normal Garment Wear

Refunds or compensation may not be available for damage or changes resulting from:

• Pre-existing damage
• Weak or worn fabric
• Manufacturer defects
• Normal wear and tear
• Previous chemical treatment
• Previous cleaning damage
• Natural fabric characteristics
• Colour bleeding that could not reasonably be prevented
• Shrinkage associated with the garment's material or condition
• Failure to follow manufacturer care instructions
• Items left inside pockets
• Customer-provided incorrect information

Nothing in this section limits any rights or remedies that cannot legally be excluded under applicable law.

12. Incorrect or Missing Items

If you believe that a garment or item is missing from your delivered order, please contact OneNest as soon as possible.

We may request: order number, garment details, pickup information, delivery information, and other information required to investigate the matter. OneNest will review the available records and take reasonable steps to resolve the issue.

13. Payment Corrections

If a customer is charged or pays an incorrect amount, the customer should contact OneNest support as soon as possible.

Examples include:

• Duplicate payment
• Incorrect payment amount
• Payment recorded incorrectly
• Payment made for an order that was cancelled before service
• Other confirmed payment errors

After verification, OneNest may correct the payment record and provide an applicable refund or adjustment.

14. Refund Method

Because OneNest currently collects payments through authorized delivery agents/riders using methods such as Cash or UPI, the refund method may depend on the original payment method and the circumstances of the refund.

OneNest may use a reasonable supported method to provide an eligible refund. Customers may be asked to provide appropriate information necessary to process the refund.

Security Notice: OneNest will never require a customer to disclose their UPI PIN, Banking password, Card PIN, OTP, Password, or other confidential authentication credentials for processing a legitimate refund.

15. Refund Processing Time

Where a refund is approved, OneNest will initiate the refund or communicate the applicable refund procedure within a reasonable period.

The time required for the customer to actually receive the refund may depend on: payment method, banking system, payment service provider, verification requirements, technical processing, and other circumstances outside OneNest's reasonable control.

16. Subscription Cancellation

Customers may request cancellation of their OneNest subscription through the available OneNest App or customer support channels.

Unless a specific subscription plan states otherwise, cancelling a subscription will generally prevent future use or renewal of the applicable subscription benefits after the applicable subscription period.

Cancellation does not automatically create a right to a refund for a subscription period that has already started.

17. Subscription Refunds

Subscription refunds may be considered where:

• A duplicate subscription payment was made.
• An incorrect amount was collected.
• OneNest cancels or cannot provide the applicable subscription.
• A refund is required by applicable law.
• OneNest otherwise determines that a refund is appropriate.

If subscription benefits have already been used, the refund amount may be adjusted based on the circumstances and applicable terms.

18. Subscription Renewal

Unless OneNest expressly introduces an automatic renewal feature, subscriptions will not automatically renew.

Where automatic renewal is introduced in the future, the applicable subscription terms and payment information will be displayed to customers before or during the applicable subscription process.

19. No Refund for Unused Benefits

Unless otherwise stated in the applicable subscription plan or required by law, unused subscription benefits do not automatically create a right to a refund.

Customers should review the applicable subscription terms before purchasing a subscription.

20. Express Service

If Express Service is selected and available, the expected turnaround time may be up to 24 hours from the applicable pickup or acceptance of garments.

If an Express order cannot be completed within the expected timeframe due to circumstances within OneNest's reasonable control, customers may contact support regarding the order. Any refund or adjustment will be considered based on the circumstances of the order and applicable law.

Express Service may not be available for all locations, garments, or services.

21. Normal Service

The expected turnaround time for Normal Service may be up to 72 hours from the applicable pickup or acceptance of garments.

Turnaround times may vary due to: garment quantity, cleaning method, stain treatment, special-care requirements, garment condition, customer availability, weather, traffic, operational circumstances, and other unforeseen events.

A delay by itself does not automatically create a right to a refund. Customers may contact OneNest support if an order is significantly delayed.

22. Non-Refundable Circumstances

Subject to applicable law, a refund may not be available where:

• The requested service has already been fully completed.
• The customer provided incorrect information.
• The customer was unavailable for pickup or delivery.
• The customer provided an incorrect address.
• The customer failed to disclose relevant garment information.
• The issue resulted from pre-existing garment damage.
• The issue resulted from normal fabric characteristics.
• The customer simply changed their mind after the service was completed.
• The customer failed to report a relevant issue within the applicable reporting period, where the reporting period is reasonably required to investigate the matter.

23. How to Request a Refund or Cancellation

To request a cancellation, refund, payment correction, or service-related claim, customers should contact OneNest through the available support channel.

Please provide:

• Customer name
• Registered mobile number
• Order number, if applicable
• Subscription details, if applicable
• Reason for the request
• Relevant supporting information

OneNest may request additional information where reasonably necessary to verify the request.

24. Fraudulent or Unauthorized Refund Requests

OneNest reserves the right to investigate suspicious, fraudulent, repeated, or unauthorized refund requests. Where there is reasonable evidence of fraud or misuse, OneNest may: reject the refund request, suspend the account, restrict access to services, and take appropriate legal or other action where permitted.

25. Consumer Rights

Nothing in this Refund & Cancellation Policy is intended to remove or restrict any consumer rights, statutory rights, or remedies that cannot legally be excluded or limited under applicable law.

Where applicable law provides a customer with a right to a refund, cancellation, replacement, compensation, or other remedy, that right will continue to apply.

26. Changes to This Policy

OneNest may update this Refund & Cancellation Policy from time to time to reflect changes to our services, payment methods, subscription plans, applicable law, or operational procedures.

The updated policy will be published on the OneNest website. The Last Updated date will be changed whenever this policy is materially updated.

27. Contact Us

If you have questions about cancellations, refunds, payments, or this policy, please contact OneNest:

28. Acceptance

By placing an order, purchasing a subscription, or using OneNest services, you acknowledge that you have read and understood this Refund & Cancellation Policy.

This policy should be read together with the OneNest Privacy Policy, OneNest Terms & Conditions, and applicable subscription terms.