Cancellation and Refund Policy

PLEASE READ THESE CANCELLATION AND REFUND TERMS CAREFULLY. BY SUBSCRIBING TO THE SERVICES THROUGH THE PLATFORM, YOU AGREE TO BE BOUND BY ALL OF THE BELOW CANCELLATION AND REFUND TERMS.

Expert Manpower Solutions is committed to delivering High‑Quality, reliable Home Care Services. However, in rare cases where a service does not meet expectations, the following refund policy shall apply.

1. Eligibility for Refund

• Bookings cancelled by either you or us up to 2 hours before the scheduled service time are eligible for a full refund of the Service Fee, after applicable cancellation charges.
• Bookings cancelled by you within 2 hours of the Scheduled Time shall be subject to 50% of the Total Invoice Amount and applicable cancellation charges.
• If the Service Professional reaches the designated location in accordance and you refuse to avail yourself of the Professional’s services, you shall not be entitled to any refund.

2. Refund Process

• The Customer shall submit any refund request through the Expert Manpower Solutions app using the designated refund tab or by sending an email to support@expertmps.com.
• All refund requests will be reviewed by our Customer Experience team.
• Refunds approved in accordance with the applicable eligibility criteria will be processed within seven (7) working days and credited to the original method of payment.

3. Non‑Refundable Scenarios

Notwithstanding any other provision herein, no refund shall be granted in the following circumstances:

• Where cancellation is made after the applicable cancellation windows set out in Clause 1(a), 1(b), and 1(c).
• Where dissatisfaction with the Services arises from:
  • Pre‑existing damage, structural defects, vulnerabilities, fragility, or ordinary wear and tear at the Customer’s premises; or
  • Any act, omission, negligence, or misconduct by the Customer or any relative, employee, representative, contractor, or agent of the Customer.
• Where the service location presents unsafe, hazardous, unlawful, or unsanitary conditions that prevent, delay, or materially interfere with the proper and safe performance of the Services.
• Where the Customer provides inaccurate, incomplete, misleading, or false information and/or instructions relating to the Services.
• Where the failure, delay, or inability to perform arises from events beyond Expert Manpower Solutions’ reasonable control, including but not limited to those described under the Force Majeure clause in the Terms of Use.
• Where the Customer directly or indirectly solicits, engages, or attempts to engage Service Professionals for services outside the Expert Manpower Solutions platform, whether before, during, or after a booking.

Expert Manpower Solutions reserves the sole and absolute discretion to determine the applicability of this Clause.

4. Service Disruption

Expert Manpower Solutions reserves the right to deny refund requests under the following circumstances:

• If a customer has engaged in abusive, threatening, or harassing behaviour toward Service Professionals or customer support staff.
• If a customer has violated established safety protocols or the Expert Manpower Solutions Terms of Use.
• If a customer has failed to disclose critical access restrictions, safety hazards, or other material information that prevents proper execution of the service.

5. Surveillance and Privacy

Services may decline or terminate if surveillance (e.g., CCTV or mobile recording) is used without disclosure or without the Service Professional’s consent. No refunds shall be granted in such cases.

6. Unsatisfactory Performance

If Professional Service by a Service Professional is incomplete or unsatisfactory that results in any damage, loss or injury, a customer must raise a complaint within 6 hours of service completion to be considered for a refund to the Grievance Officer at grievanceofficer@expertmps.com.

7. Dispute Resolution

In case of disagreement over refund decisions after the first level of escalation reported at support@expertmps.com, such disputes will be addressed to the Grievance Officer at grievanceofficer@expertmps.com.

8. Limitation of Liability

In no event shall the aggregate liability of Expert Manpower Solutions regardless of the cause of claim exceed the Service Fee for the booking which is subject to a cancellation or refund process.

9. Contact

For any other queries or assistance, please contact at contact@expertmps.com.