Refund & Cancellation Policy

1.Scope of this policy

This Refund & Cancellation Policy explains how payments, rescheduling, cancellations, and refunds work when you make a prepaid booking through the Kiosk Me In mobile application (the “App”). It forms part of, and should be read with, our Terms of Service.

The App and its booking platform are operated by Floating Sage AI Private Limited (CIN: U62013PN2024PTC236241), Maharashtra, India (“we”, “us”, “our”). Kiosk Me In connects you with independent local businesses — salons, clinics, and similar service providers — for in-person and live one-to-one video appointments. The services themselves are provided by those businesses, not by us.

2.How a prepaid booking works

When you book an appointment, you pay upfront in Indian Rupees (INR) by UPI, processed by our payment partner Cashfree Payments. We do not collect or store your card or bank details. The amount you pay is made up of:

the service price set by the business; plus
a booking fee of 5% of the service price, charged by Floating Sage for operating the platform and reserving your slot; plus
for a live video appointment, a small video platform fee (currently ₹10) that covers the secure video service for that appointment.

Platform fees may be revised from time to time as per our business policy; any change will be published on this page. You always see the exact amount payable — service price plus fees — before you confirm a booking, and the fees that apply are the ones shown at that time.

Your payment is held securely against your appointment and is only released to the business once the appointment is honoured (Section 6). Until then it remains available to be refunded to you in the cases set out below. Refunds are deliberately limited — a prepaid slot is a real commitment by both you and the business.

3.Rescheduling

You may reschedule a booking once, and the business may also reschedule it once.
A reschedule must be made at least 24 hours before the appointment. Within 24 hours of the appointment, rescheduling is closed for both sides.
Rescheduling is free — your payment simply stays held against the new date and time. Nothing is charged again and nothing is forfeited.
You can only reschedule into a slot the business has marked open and available.
If the business reschedules and none of its available times works for you, you may cancel and receive a full refund, including the booking fee and any video fee.

4.Cancelling your booking

There are two ways to cancel, depending on timing:

More than 24 hours before — you can cancel from anywhere in the App. We refund the service price and retain only our 5% booking fee; the business is not paid. (Any video fee for an appointment that will not now take place is also returned.)
On location, near your appointment time — you can cancel only while you are physically at the business (the App confirms this from your phone’s location). This is available from 30 to 15 minutes before your appointment, and again from 15 to 30 minutes after it. If your location is confirmed, you receive a full refund — the entire amount, including the booking fee and any video fee — whether the business could not serve you or you simply decided not to go ahead. Making the trip is what earns the full refund.

The 15 minutes before and after your appointment time cannot be cancelled — that is the window reserved for the business to serve you. (Between 24 hours before and 30 minutes before, a booking also cannot be cancelled, as the business is holding the slot.) If you cannot attend, please reschedule at least 24 hours ahead, or cancel on location in the windows above.

5.If the business cannot honour your appointment

You always book a slot the business has told us it is open for. If the business later cancels, or reschedules and no available time works for you, you receive a full refund — the entire amount, including the booking fee and any video fee. A cancellation caused by the business is never treated as your fault and never loses the booking fee.

6.Completing the appointment — the show code

Every booking has a show code. When you arrive, you share the code with the business to begin your service. Sharing the code completes the booking: your payment is released to the business (we retain our 5% booking fee), and from that point the booking can no longer be cancelled or refunded. Only share the code when you are ready to go ahead. If you are not, do not share it — cancel on location instead (Section 4).

7.If you do not show up (no-show)

If you do not attend, did not reschedule or cancel as described above, and did not check in to cancel on location within 30 minutes after the appointment time, it is a no-show. The business reserved that time for you and turned others away, so the booking is treated as completed: no refund is due, and your payment (less our 5% booking fee) is released to the business.

8.Live video appointments

Live video appointments follow the same principles, with attendance determined by who joins the video call at the booked time:

If you and the business connect and the appointment takes place, the booking is complete and no refund is due.
If the business does not join the call within the appointment window, you receive a full refund, including the booking fee and the video fee.
If you do not join and did not reschedule or cancel in time, it is a no-show and no refund is due.

9.Quick summary

What you get back in each situation:

Full refund (everything, including the 5% fee and any video fee): the business cancels or has no time that works for you; the business does not join a video appointment; or you cancel on location (with your visit confirmed) from 30 minutes before to 30 minutes after your appointment.
Service price refunded, 5% booking fee retained: you cancel more than 24 hours before the appointment.
No refund: you do not show up (no-show); or you shared your show code and the service went ahead (including a quality complaint — see Section 10).

10.Service quality is between you and the business

Kiosk Me In is a booking platform; the appointment itself is delivered by an independent business. We do not set, supervise, or guarantee the quality of any service. A refund is due when a service you paid for is not provided (covered above) — but dissatisfaction with the quality of a service that was provided is a matter between you and the business, and is not, by itself, a basis for a refund from us. Nothing in this policy limits any right you may have under the Consumer Protection Act, 2019.

11.How refunds are issued

Approved refunds are sent back to the same UPI account you paid from, through Cashfree Payments. Refunds are normally initiated promptly once approved and typically reach you within 5 to 7 business days, though the exact time depends on your bank and UPI provider. We do not charge any deduction on a refund beyond the booking fee where this policy says it is retained.

12.How to request a refund or raise a dispute

Most refunds are handled directly inside the App at the time of cancellation. If you need to raise a refund request or a dispute, do so from the booking in the App, or contact us at support@kioskmein.com within 7 days of the appointment, with your booking reference. We review requests fairly, taking into account the records of the booking (including your location check-in) and the history of both parties.

We may decline clearly abusive or fraudulent requests, and we may suspend accounts — customer or business — that repeatedly act in bad faith (for example, repeated no-shows, or repeatedly failing to honour booked appointments).

Right to refuse service. Both the platform and individual businesses reserve the right to decline service to any particular customer in the future, at their discretion and without explanation. This is how repeated bad-faith behaviour is handled and does not affect any refund already due to you for a booking.

13.Contact & grievances

For any question about a payment, cancellation, or refund:

Email: support@kioskmein.com
Grievance officer: Neha Yadav, Director — Floating Sage AI Private Limited
Address: Malkapur, Karad, Satara 415110, Maharashtra, India.

We aim to acknowledge refund and grievance requests within 2 business days and to resolve them within a reasonable time.