Cancellation and Refund Policy
Plans change, especially around hospitals and elders. This is exactly what happens when you change, cancel or shorten a booking, and when we have to.
Patna · version 1, 6 September 2026 · Trusbee Private Limited · applies to bookings made on WhatsApp or by phone
How to change or cancel
Reply in your WhatsApp booking chat with your Booking ID, or type modify, change or cancel, and tell us what to change: date, time, hours or address. You can also call +91 92881 81211 at any hour. A change is confirmed only when you receive an updated booking message from Trusbee. Time is always measured to the scheduled start of the shift or visit concerned.
Hourly bookings
You can modify or cancel an hourly booking free of charge at any time before the visit begins, that is, before your Start PIN is entered. If the Bee has already reached your door and is turned away, a visit fee of ₹100 may apply.
Once a visit is in progress it cannot be cancelled, but you can end it early at any time by sharing your End PIN. You then pay only for the verified time worked, subject to the minimum charge: 50% of the booked hours for bookings under 4 hours, or 75% for bookings of 4 hours or more, because a Bee was reserved for you. A 15-minute grace period applies past the booked time.
Shift bookings: the cancellation facility
Care plans (Quick Care, Half Day Care, Full Shift Care and Full Day Care) are one fixed price for the whole block. Trusbee provides a facility to cancel a confirmed shift booking; charges apply per scheduled shift, based on the time remaining before that shift's scheduled start:
| Time before scheduled start | Charge |
|---|---|
| More than 12 hours before | Free |
| 4 to 12 hours before | 25% of that shift's price |
| Less than 4 hours before | 50% of that shift's price |
| After the Bee reaches you | 100% of that shift's price |
Cancellation charges attract GST at 18%, the same rate as the service, and are invoiced accordingly. For multi-day bookings each shift or day is assessed separately against its own start time; retained shifts are charged at their standard listed price. Your total after cancellation never exceeds your original booking amount.
Worked example. A Hospital Assist Full Shift Care booking on two consecutive days, cancelled at the door on day 1: day 1 is charged in full at ₹1,349; day 2, more than 12 hours away, is free. You are billed ₹1,349, plus 18% GST.
Approved clause
Trusbee provides customers a facility to cancel a confirmed booking. Cancellation charges are payable as consideration for this cancellation facility and towards the costs associated with cancelling a confirmed booking, including caregiver scheduling and dispatch arrangements already made. Charges apply per scheduled shift (and per service day for multi-day bookings), based on the time remaining before that shift's scheduled start: more than 12 hours — free; 12 hours to more than 4 hours — 25% of that shift's price; 4 hours or less — 50%; after scheduled start or caregiver turned away at door — 100%. Cancellation charges are subject to GST at the applicable rate and will be invoiced accordingly. For multi-day bookings, each shift or day is assessed separately against its own start time; any retained shifts are charged at their standard listed price. Your total after cancellation will never exceed your original booking amount. Where an advance has been paid, it will first be adjusted against any cancellation charges; any balance will be refunded to your original payment method within 48 hours.
Advances and refunds
For first-time customers, a booking whose payable amount including GST exceeds ₹3,000 is confirmed with a 20% advance; the balance is paid after the service. Cancel more than 12 hours before the start and the advance is refunded in full. Where any charge applies, the advance is adjusted against it first and the balance is refunded to your original payment method within 48 hours. Refunds are never paid in cash or through a Bee.
Late arrival by a Bee
Billing on hourly bookings never starts before you enter the Start PIN, so a late Bee is never billed time. If a Bee is more than 30 minutes late against the confirmed arrival time, you may cancel free of charge, or keep the booking and we will note the delay on your record. Arrival estimates, including the 20-minute Express option, are given before you confirm and are subject to availability, not a guarantee.
When Trusbee cancels
If we cannot assign a verified Bee, or a Bee becomes unavailable, we tell you as early as possible on WhatsApp and by phone, offer a replacement where we can, and charge nothing if we cannot. Any amount already paid for that booking is refunded in full within 48 hours.
The launch offer
Until 30 September 2026, for the first 50 families: the first hour is free on your first hourly booking, and a first shift booking receives a flat ₹199 credit shown as a named discount line. One credit per customer, ever. A cancelled first booking does not use up the credit; it applies to your next booking instead.
Disputes
Every booking has a timeline: assignment, arrival, Start PIN, End PIN and bill. If you believe a charge is wrong, message or call us within 24 hours of the visit ending and we will review the record with you. Our Terms & Conditions and Privacy Policy apply to every booking.