AcefolkRefund Policy
This policy explains when Acefolk refunds a service booking or reviews a purchase refund, how to ask for help, and how an approved refund reaches you.
Booking refund eligibility
If no payment was taken, there is no payment to refund. For a paid booking that has not started, a customer receives a full refund by cancelling at least 3 hours before the scheduled start under a Flexible policy, 24 hours under a Moderate policy, or 48 hours under a Strict policy. 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. If an Ace cancels a paid booking before completion, 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. Read the Cancellation Policy for the full cancellation process.
An Ace no-show, duplicate or incorrect charge, failed delivery, or problem after the service has started requires review. Report it through the app or support; we will examine the booking and payment records. An eligible dispute or a right under applicable consumer law may lead to a refund even where ordinary cancellation does not.
How to request a refund review
Use the app's support or report option for the booking when available, or email support@acefolk.com. Include the email or phone number linked to your account, the booking or transaction reference, the date and amount of payment, what happened, and the outcome you are requesting. We may ask for relevant records and will explain the decision and next step after review. Do not email full card numbers, passwords, or identity documents.
Refund method and timing
An approved wallet-funded booking refund is credited back to the Acefolk wallet. An approved refund for a payment made through our India payment partner (Cashfree) is initiated to the original payment method. After initiation, allow an estimated 5–7 business days for it to appear; your bank may take longer. Acefolk does not refund a card payment made from outside India to the card: where a refund would otherwise be due, the customer receives one single-use free booking instead, with no payment needed. If a refund is approved after the Ace has already been paid, Acefolk recovers the Ace's share of that refund from the Ace's future earnings. This is a processing estimate, not a promise that every request is approved. Check the refund status in the app or contact support if the amount or status is unclear.
Ace and other optional purchases
The one-time Ace account activation payment is offered after application approval. If payment succeeds but Acefolk cannot activate the account as described, contact support; a failed fulfillment is reviewed for a refund. Once the account is activated, changing your mind does not automatically create a refund, subject to applicable consumer law.
Subscriptions, lead unlocks, credit packs, and other optional purchases have their own access, expiry, and refund terms shown before payment. Cancelling a subscription stops future renewal but normally leaves the paid period available until it ends; it does not automatically refund an elapsed or active period. If a purchase was not delivered as described, was charged twice, or was charged incorrectly, email support@acefolk.com with the transaction reference for review.
Read our Cancellation Policy for how to cancel a booking. This policy should be read with our Terms and Conditions and the terms shown for your transaction. Your statutory consumer rights remain available.