Important

• All cancellation & rescheduling requests must be submitted by emailing letsconnect@khidhki.com.
• Requests made through any other channel, including phone calls, WhatsApp messages, social media messages, or direct communication with the customers, will not be considered valid.

1. Professional Commitment & Service Standards

The Service Provider shall make every reasonable effort to deliver the agreed timelines, attend all scheduled sessions, and maintain high standards of professionalism while delivering services through Khidhki.

2. Availability Management & Scheduling Responsibilities

• Service Providers are responsible for maintaining accurate availability and other time slots for sessions and services.
• Service Providers are responsible for notifying customer care about any planned or unplanned leave(s) and changes in services with due care, diligence, and professionalism.
• Service Providers are required to keep customer care updated regarding any changes in their availability, rescheduling needs, and service commitments, to ensure a seamless customer experience.

3. Importance of Honouring Confirmed Bookings

Unjustified cancellations or rescheduling requests by a Service Provider may adversely affect customer and client trust in the platform. Service Providers are therefore expected to honour confirmed bookings and fulfil their commitments in a professional and timely manner.

4. Cancellation & Rescheduling Eligibility for Confirmed Bookings

Service Providers may update their availability and manage open time slots through their account provided by Khidhki. However, once a booking has been confirmed by a customer, cancellation or rescheduling requests will only be considered under exceptional circumstances and are subject to verification and prior approval by Khidhki.

Cancellation or rescheduling requests may be considered in the following circumstances:

• Illness of the Service Provider (medical documentary may be required)
• Verified emergency requiring immediate family member's medical intervention (may be required)
• War or passport/government displacement conditions may be required
• Other exceptional circumstances, which will be reviewed on a case-by-case basis at the sole discretion of Khidhki

Requests that do not fall within the above circumstances may be treated as a violation of the Service Provider Agreement and may attract penalties as outlined in this policy and the applicable agreement.

5. How to Request a Cancellation or Reschedule

a. Submit a request by emailing teamup@khidhki.com with the Booking ID, category, reason, and supporting files (screenshots/documents).

b. Khidhki will review the request and communicate its decision within 7 working days. For bookings scheduled within a shorter timeframe, Khidhki may contact the customer to seek approval for a reschedule or a replacement Service Provider. If the customer does not approve the request, a full refund may be issued to the customer. Such instances may be treated as a violation by the Service Provider and may attract penalties as specified in Annexure A of the separate agreement between the Service Provider and Khidhki.

Violation consequences:

The following consequences apply to the cumulative number of violations recorded within a calendar year, including violations arising from cancellation and rescheduling requests as well as breaches of the Ethical Misconduct Policy.

Please note that violations are cumulative within a calendar year:

1st Occasion - First written warning

2nd Occasion - Second written warning

3rd Occasion - Penalty of ₹15,000

4th Occasion - Termination of contract

6. Final Authority

Khidhki retains sole discretion on rescheduling, cancellation and refund approvals as per our Terms & Conditions. Decisions are based on platform briefs, chat logs and service delivery records.

7. Contact

Email: team@khidhki.com

Address: C-535, Defence Colony, 2nd Floor, New Delhi - 110024