Legal & Admin Policies

Refund & Cancellation Policy

How refunds, cancellations, and chargebacks work for Hulp subscriptions and third-party bookings.

1. Scope

This Policy explains how refunds and cancellations work for payments you make to Secret Terry Private Limited ("Hulp") for the Hulp Service. It also explains how refunds work when your PA arranges a service or purchase on your behalf from a third party (for example, an airline, hotel, restaurant, household-staff agency, or e-commerce platform).

2. Hulp subscription fees

Hulp may offer the Service through subscription plans (monthly, quarterly, or annual). The applicable plan, price, and billing cycle are shown at the time of purchase.

2.1 Cooling-off window

If you sign up for a new paid subscription and decide it is not for you, you may request a full refund within 7 calendar days of the first paid charge, provided your account has not generated material usage during that window. To request, write to billing@hulp.in with your registered phone number and order ID.

2.2 Cancellation by you

• You may cancel an active subscription at any time from the app (Settings → Subscription → Cancel) or by emailing billing@hulp.in.
• Cancellation stops future renewals. Your access to the Service will continue until the end of the period you have already paid for.
• Subscription fees for the current billing period are non-refundable after the 7-day cooling-off window described in 2.1, except where required by applicable law or where we have materially breached these Terms.

2.3 Cancellation by Hulp

If we terminate your subscription due to a violation of our Terms of Service, no refund is owed for the remaining period. If we terminate your subscription for any reason not attributable to your conduct (for example, we discontinue the Service), we will refund the unused portion of your current billing period on a pro-rata basis.

2.4 Service outage credits

If the Service is unavailable for an extended continuous period that we determine, in good faith, to constitute a material outage, we may issue a service credit for the affected period. Service credits are at our discretion and are typically applied to your next renewal.

3. Refunds for third-party bookings and purchases

When your PA arranges a booking or purchase on your behalf from a third party (for example, a flight booking, hotel reservation, restaurant order, repair service, or e-commerce purchase):

• The contract for that service is between you and the third party. The third party's own cancellation and refund rules apply.
• Hulp's role is limited to coordination. We do not charge our own cancellation or refund fee for the third party's portion.
• Your PA will help you initiate the cancellation or refund request with the third party. We will, however, follow the third party's process and timelines.
• Where a third party issues a refund, the refund is typically credited to the same payment source used for the original transaction, on the third party's timeline.

For full context, see our Terms of Service, section 5 and Disclaimer.

4. Household-staff salaries and payments arranged via Hulp

If your PA helps you compute or disburse a payment to your household staff (cook, maid, driver, etc.):

• The payment is your obligation as the employer of that staff member. Hulp's role is limited to calculation, reminders, and coordination.
• Hulp does not refund payments already disbursed to your staff. Disputes regarding amount, attendance, or deductions should be resolved directly with the staff member.
• If you believe a payment was incorrectly initiated due to a Hulp error, contact billing@hulp.in within 7 days; we will investigate and, where the error is ours, refund or credit the affected amount.

5. How to request a refund

6. Timelines

7. Chargebacks

If you raise a chargeback through your card issuer or bank without first contacting billing@hulp.in, we may suspend your account pending resolution. We strongly recommend reaching out to us first — most issues can be resolved directly and faster.

8. Taxes

Refunds, where issued, will be made net of any applicable taxes (such as GST) that we are unable to recover from the relevant tax authority. Where we can recover tax, the refund will be made gross.

9. Grievance redressal

If you are not satisfied with the resolution of a refund request, escalate the matter to our Grievance Officer:

10. Contact

For refund or cancellation questions, contact:

Secret Terry Private Limited
Email: billing@hulp.in
Registered office: 33rd Floor, PH02, Tower-A, Pioneer Araya, Sector-62, Gurugram, Haryana – 122098, India
Corporate office: Plot No. 89, Sector 44, Gurugram, Haryana – 122003, India