Refund Policy

Instantatoz is committed to fair and transparent refund practices. Refund eligibility depends on the stage at which a Job is cancelled, the circumstances of the cancellation, and the outcome of any dispute resolution process. All refunds are credited to the original payment instrument used at the time of booking. Processing times are subject to the timelines of the User's bank or payment provider and are beyond the direct control of Instantatoz.

1. Cancellation Before Worker Acceptance

If a User cancels a Job request before any Worker has accepted it, the User is eligible for a full refund of the amount paid (less any payment gateway processing charges that are non-refundable by the gateway provider, if applicable). The refund will be initiated within [X] business days of cancellation and credited to the original payment instrument within 5–10 working days, subject to bank processing times.

2. Cancellation After Worker Acceptance — Before Worker Arrival

If a User cancels after a Worker has accepted but before the Worker arrives at the work site, refund eligibility depends on how far in advance the cancellation occurs relative to the scheduled Job time:

Note: Values in [brackets] are configurable and will be specified in the Platform at the time of cancellation.

3. After OTP Work Start — Job in Progress

Once the OTP Work Start has been confirmed, the Job is officially in progress. No refund is available for the hours already worked and billed. If a User wishes to end the Job before the originally scheduled completion time, the billing will be calculated for the actual hours worked. Refunds for the remaining unworked hours (if pre-paid) will be processed after the Job is formally ended through the Platform.

In cases of genuine Worker misconduct, non-performance, or safety incidents after OTP Work Start, Users may file a dispute. The Company will investigate and may issue a partial or full refund at its sole discretion based on evidence.

4. Payment Failure Auto-Refund

If a payment is debited from your account but the Job order is not confirmed due to a payment gateway or technical error, an automatic refund will be triggered within 5–10 working days. The amount will be credited to the original payment instrument. If you do not receive the refund within this period, contact us at support@instantatoz.online with your transaction reference number.

5. Duplicate Payment Auto-Refund

In the event of a duplicate payment for the same Job (two charges for one transaction due to a system error), the duplicate amount will be automatically identified and reversed within 7 working days. To report a suspected duplicate, write to support@instantatoz.online with:

• Your registered mobile number.
• The Job reference ID.
• The transaction IDs of both charges.
• Bank statement screenshot confirming the double debit.

6. Dispute-Based Refunds

Disputes arising from Worker non-arrival, false OTP entry, poor service quality, or safety incidents may be filed with the Platform support team at support@instantatoz.online. Disputes will be reviewed within 7 working days. Where a dispute is resolved in the User's favour, a full or partial refund will be processed. The Company's decision on disputes is final and binding.

7. Non-Refundable Items

The following are not refundable:

• Platform commission once a Job has been completed.
• Hours worked and billed through the OTP Work Start mechanism.
• Cancellation fees as per the applicable cancellation tier.
• Payment gateway processing charges (where non-refundable by the gateway).

8. Refund Processing Timelines

Refunds are processed by Instantatoz within the following timelines after approval:

9. Contact for Refund Queries