1. Scope
This Refund Policy applies to two categories of monetary flow through the Gigoe Platform:
- Wallet Top-ups — funds a Job Provider adds to their Gigoe Wallet via UPI (through Razorpay).
- Platform Fees — fees deducted from the Provider's Wallet when the Provider confirms a Worker for a Job Post.
The Platform does not hold or process the payment for the underlying services rendered by a Worker to a Provider — such payment is made directly between the Worker and the Provider and is outside the scope of this Refund Policy.
2. Wallet Top-up Refunds
2.1 Standard Position
Wallet top-ups are added to the Provider's Wallet balance in real time upon successful capture of the UPI payment by Razorpay. Once credited, the Wallet balance is available for the Provider to use to pay Platform Fees. Top-ups are, by default, non-refundable in cash and remain in the Wallet until used or until the account is closed.
2.2 Exceptions — Refund Available
- Duplicate top-up. If a technical error causes the same UPI transaction to be credited more than once to the same Provider's Wallet, the duplicate amount will be refunded to the original UPI account within 7 to 10 business days of Gigoe confirming the duplication.
- Top-up succeeded on Razorpay but not credited to Wallet. Gigoe's reconciliation scheduler polls Razorpay periodically to catch missed webhook events; such cases are auto-corrected within one hour. If the amount is still not credited after 24 hours, the Provider may raise a grievance and the amount will be either credited to the Wallet or refunded to the original UPI account within 7 to 10 business days.
- Account closure with unused Wallet balance. If a Provider closes their account and holds an unused Wallet balance, Gigoe will refund the remaining balance to the original UPI account or, where that is not possible, to a bank account nominated by the Provider, within 7 to 15 business days. Gigoe reserves the right to withhold refund of amounts in dispute or under investigation for fraud.
3. Platform Fee Refunds
The Platform Fee is deducted from the Provider's Wallet at the moment the Provider confirms a Worker for a Job Post. Refund treatment depends on what happens after confirmation:
| Event |
Platform Fee Treatment |
Refunded To |
| Job cancelled by Provider before Worker confirmation |
No Platform Fee has been deducted; no refund required. |
— |
| Job cancelled by Provider after Worker confirmation, more than 24 hours before scheduled job time |
Platform Fee refunded in full to Provider Wallet. |
Provider Wallet |
| Job cancelled by Provider after Worker confirmation, within 24 hours of scheduled job time |
Platform Fee is forfeited (not refunded). See Cancellation Policy for details. |
— |
| Job cancelled by Worker after confirmation, or Worker fails to appear |
Platform Fee refunded in full to Provider Wallet. |
Provider Wallet |
| Job cancelled due to force majeure (natural disaster, curfew, medical emergency of Worker or Provider, documented) |
Platform Fee refunded in full to Provider Wallet. |
Provider Wallet |
| Job completed as agreed |
No refund; Platform Fee retained by Gigoe. |
— |
| Dispute regarding quality of service performed by Worker |
Platform Fee is not the subject of the dispute — it is a fee for the match, not for the service. Gigoe will facilitate dispute resolution but does not automatically refund the Platform Fee. |
— |
Platform Fee refunds go to the Wallet, not the bank
Refunds of Platform Fees are credited back to the Provider's Wallet within the Platform, not returned to the Provider's UPI account. The refunded amount is available immediately for use towards future Job Posts. Wallet balance is refunded to UPI only on account closure (see Section 2.2).
4. How to Request a Refund
- Log in to the Gigoe mobile application and navigate to Wallet → find the specific transaction → tap "Report an issue". Include a brief description and, if applicable, a UPI reference or Razorpay transaction id.
- Alternatively, email contact@gigoe.in with:
- Registered mobile number
- Transaction date and amount
- Razorpay order id or top-up reference (visible in the Wallet transaction detail)
- Nature of the issue
- Gigoe will acknowledge the request within 48 hours and respond with a resolution within 7 business days.
5. Processing Timelines
- Wallet Fee refund → Wallet: processed at the moment the qualifying event is recorded on the Platform (e.g. Worker no-show acknowledged).
- Wallet top-up refund → UPI: initiated within 2 business days of Gigoe approving the refund; funds typically appear in the Provider's UPI account within 7 to 10 business days, subject to the timelines of the UPI network and the Provider's bank.
- Account-closure Wallet payout: processed within 7 to 15 business days after Gigoe verifies the account holder's identity and confirms no pending disputes.
6. Non-Refundable Items
- Platform Fees for Jobs that were completed as agreed;
- Platform Fees forfeited under the Cancellation Policy (Job cancelled by Provider within 24 hours of scheduled job time);
- Any charges levied by third-party services (e.g. UPI-network transaction fees, bank charges);
- Direct payments made by a Provider to a Worker for services — these are outside Gigoe's control and are not refundable through Gigoe. Disputes on such payments must be settled directly between Provider and Worker.
7. Force Majeure
Gigoe is not liable for delays in refund processing caused by circumstances outside its reasonable control, including but not limited to UPI-network outages, bank downtime, natural disasters, government-mandated closures, or force majeure events.
8. Grievance Officer
For unresolved refund concerns:
9. Changes to this Policy
Gigoe may update this Refund Policy from time to time. Material changes will be notified through the Platform. The "Last Updated" date reflects the effective date of the most recent revision.