AcefolkCancellation Policy
This policy explains when a customer can cancel an Acefolk service booking and how the cancellation affects payment. The service's policy is shown with its booking details. Check the scheduled start time and any refund amount before confirming.
How to cancel a booking
Open the booking in the Acefolk app and use its cancellation action when available. If the action is unavailable, the service has started, or the amount is unclear, contact support@acefolk.com before taking the next step. Include your booking reference and a short explanation.
Before payment
A booking request is not necessarily confirmed or charged. If no payment was taken, cancelling or withdrawing the request does not create a payment refund.
After payment: customer cancellation
For a paid booking that has not started, the service's cancellation policy determines the full-refund cutoff:
- Flexible: cancel at least 3 hours before the scheduled start for a full refund.
- Moderate: cancel at least 24 hours before the scheduled start for a full refund.
- Strict: cancel at least 48 hours before the scheduled start for a full refund.
An instant booking that you cancel before the Ace has arrived is refunded in full. If the customer cancels after the applicable cutoff, a cancellation fee applies and is deducted from the refund: 50% of the amount paid if there is more than 1 hour before the scheduled start and the Ace is not yet on the way, and 100% if the start is within 1 hour or the Ace is already on the way or has arrived. The rest is refunded. The Ace is paid their share of the part you forfeit for the time they held open, and the balance stays with Acefolk. Acefolk shows the exact refund and fee before you confirm the cancellation. Where a booking includes services with different policies, the strictest policy applies. These cutoffs are measured from the scheduled start time shown in the booking. Check the policy and refund amount for your booking before confirming cancellation.
Once a service has started or finished, use the app's help or dispute option to report a problem. The normal cancellation action may no longer be available. Your rights under applicable consumer law still apply.
If the Ace cancels or does not arrive
If the Ace cancels a paid booking before the service is completed, declines a booking you have already paid for, or is suspended or removed from Acefolk before the service starts, the booking is cancelled and the customer is refunded in full automatically. A refund to the original payment method applies to payments made through our India payment partner (Cashfree); a card payment made from outside India is not refunded to the card, and the customer receives one single-use free booking instead. If the Ace does not arrive, report it in the app or email support@acefolk.com with the booking reference and what happened. We will review the booking and payment records and explain the refund or dispute outcome.
Other purchases and help
An Ace can ask to stop a paid subscription's future renewal; access for an already paid period normally continues until that period ends. A payment mandate, if set up, must also be cancelled to stop its automatic renewal. One-time Ace account activation, lead unlocks, credit packs, and other optional purchases are not service bookings and do not use the 1/24/48-hour rules above. Check their purchase terms before paying. For help with any purchase, email support@acefolk.com with the transaction reference.
For refund processing and payment routes, read the Refund Policy. These details should be read with our Terms and Conditions and the terms shown for the specific transaction. Your statutory consumer rights remain available.