whizzQ Booking, Cancellation, Refund & Payment Policy

Effective Date: September 15, 2026 Version: 2.0 Last Updated: September 15, 2026 This Booking, Cancellation, Refund & Payment Policy ("Policy") governs booking requests, appointment confirmation, online and offline payments, cancellations, refunds, merchant-side financial adjustments and related payment processing on the whizzQ platform operated by SCHEDMAD Private Limited ("SCHEDMAD", "whizzQ", "we", "us" or "our"). This Policy applies to Consumers and participating Merchants to the extent relevant to their use of whizzQ and forms part of the whizzQ Consumer Terms of Use and the whizzQ Business & Merchant Terms. Where a Merchant-specific cancellation rule, transaction-specific disclosure or Order Form applies, that specific rule will apply to the extent it is consistent with this Policy and applicable law.

1. Definitions

"Auto Confirm" means functionality enabled by a Merchant that authorises whizzQ to automatically confirm an eligible Booking Request against the Merchant's configured availability and other applicable booking settings. "Booking Amount" means the total amount payable by the Consumer for the relevant booking before any later cancellation, refund or adjustment. "Booking Request" means a Consumer request for a Merchant service that has not yet become a Confirmed Appointment. "Cancellation Charge" means the charge configured by the Merchant within whizzQ-supported parameters that may apply when a Consumer cancels a Confirmed Appointment within the applicable cancellation window. "Cancellation Window" means the Merchant-configured period measured backwards from the scheduled appointment time during which a qualifying Consumer cancellation may attract a Cancellation Charge. "Confirmed Appointment" means a Booking Request accepted manually by the Merchant or automatically pursuant to Merchant-authorised Auto Confirm. "Consumer" means the individual booking or receiving the Merchant service. "Merchant" means the independent business, professional or service provider offering the underlying service. "Merchant Disruption Penalty" means the Merchant-side amount that may become payable to SCHEDMAD where the Merchant causes a qualifying late cancellation, abandonment, non-response or similar disruption under this Policy. "Merchant Prepaid Service Balance" means the Merchant-facing advance service/accounting balance maintained in whizzQ for eligible Platform services, adjustments and amounts recoverable under the Merchant Terms. "Payment Processing Charge" means the Merchant-facing contractual charge associated with online payment processing and related payment administration. It is not necessarily identical to the actual fee charged by a payment provider to SCHEDMAD. "Platform Fee" means the applicable whizzQ marketplace, booking, facilitation or platform charge. "Service Disruption Voucher" means a non-cash promotional voucher or discount benefit that may be issued to an affected Consumer following a qualifying Merchant-caused cancellation or disruption. "Completed" or "Fulfilled" means the Platform state indicating that the underlying Merchant service has been delivered or otherwise completed for settlement purposes.

2. Scope and Relationship of the Parties

whizzQ provides technology, marketplace, scheduling, payment facilitation, refund administration and related services. Unless expressly stated otherwise for a specific commercial programme, the Merchant is the independent provider of the underlying service booked by the Consumer. The Merchant is responsible for the service, its pricing, availability, cancellation parameters, staff, quality, licensing and fulfilment. whizzQ may calculate and administer cancellation and refund outcomes based on the Merchant's configured rules and the applicable Platform logic.

3. Booking Lifecycle

A Consumer may submit a Booking Request for a Merchant service through whizzQ. Where online payment is required, payment may be authorised or captured before the Merchant has manually accepted the Booking Request. Successful payment does not by itself mean that the Merchant has accepted the booking. A Booking Request becomes a Confirmed Appointment only when either: (a) the Merchant manually accepts it; or (b) the Merchant has enabled Auto Confirm and the Booking Request satisfies the Merchant's configured availability and applicable conditions. A Confirmed Appointment may subsequently be Rescheduled, Completed/Fulfilled, Cancelled, Rejected or Expired according to Platform workflow. Internal database statuses used by whizzQ may differ from the consumer-facing terminology in this Policy. The legal effect is determined by the functional status described here, not merely by an internal code label.

4. Auto Confirm

By enabling Auto Confirm, the Merchant gives whizzQ a standing instruction to automatically confirm qualifying Booking Requests based on the Merchant's configured availability, capacity, service duration, staff schedule, blocked slots and other applicable settings. The Merchant remains responsible for keeping those settings accurate. A booking confirmed through Auto Confirm is treated as a Confirmed Appointment of the Merchant in the same manner as a manually confirmed appointment.

5. Online Payment Processing

Where online payment is enabled, payments may be processed through authorised third-party payment infrastructure, including Razorpay and Razorpay Route. Consumers may be redirected to or interact with payment-provider interfaces. Sensitive card, UPI, banking or other payment credentials may be processed directly by the relevant payment provider rather than stored by whizzQ. whizzQ may receive transaction identifiers, status information, captured amounts, refund status, settlement status and other payment metadata necessary to operate and reconcile the booking. Payment processing remains subject to the relevant bank, card network, UPI infrastructure, payment-provider terms, fraud controls and applicable law.

6. Razorpay Route and Merchant Linked Accounts

For supported marketplace transactions, whizzQ uses or may use Razorpay Route with Merchant linked accounts. Consumer payment may be captured through the integrated payment infrastructure while the Merchant's transfer remains deferred until the underlying appointment is Completed/Fulfilled. After fulfilment, the eligible Merchant amount may be released to the Merchant's linked account through the applicable Route transfer and settlement workflow, after deducting or adjusting amounts contractually payable to SCHEDMAD or otherwise recoverable under this Policy and the Merchant Terms. Settlement timing is subject to Razorpay and bank processing, KYC status, holidays, fraud or risk controls, disputes, refunds, chargebacks, technical failures, legal holds and other third-party or regulatory factors.

7. Platform Fee and Payment Processing Charge

The applicable Merchant plan or commercial arrangement may provide for a Platform Fee and a Payment Processing Charge. The Platform Fee represents the applicable whizzQ marketplace, facilitation or platform charge. The Payment Processing Charge represents the Merchant-facing contractual charge associated with online payment processing and related payment administration. The Payment Processing Charge should not be interpreted as a representation that it is identical to the actual payment-provider fee incurred by SCHEDMAD. Applicable charges may vary by Merchant plan, programme, add-on or Order Form.

8. Cash or Pay-at-Merchant Bookings

Where a Merchant permits payment directly at its premises or through another offline method, the Consumer may pay the Merchant directly. In such cases, whizzQ may maintain booking status and related Platform records, but whizzQ may not control or process the underlying cash or offline payment. Refunds of amounts paid directly to the Merchant are ordinarily the Merchant's responsibility, although whizzQ may facilitate support or apply Marketplace rules where relevant.

9. Merchant Cancellation Parameters

Each Merchant may configure cancellation parameters within the functionality supported by whizzQ. These may include: (a) a Cancellation Window expressed in hours before the scheduled appointment time; and (b) a Cancellation Charge percentage or amount applicable to qualifying late Consumer cancellations. Where a listing-level setting is unavailable, a category-level or Platform-supported fallback may apply according to the implemented configuration. The Merchant is responsible for ensuring that its configured cancellation terms are reasonable, lawful, proportionate and accurately disclosed.

10. Calculation of the Cancellation Window

The scheduled appointment time is determined from the confirmed appointment date and slot time then applicable to the booking. The start of the Cancellation Window is calculated by subtracting the Merchant-configured number of hours from the scheduled appointment time. A cancellation occurring before the start of the Cancellation Window is treated as an outside-window cancellation. A cancellation occurring at or after the start of the Cancellation Window, including after the scheduled appointment time where the booking remains cancellable, is treated as an inside-window or late cancellation. For a Rescheduled Appointment, the applicable cancellation timing may be measured against the appointment time then in effect after rescheduling, subject to the Platform's implemented rules.

11. Consumer Cancellation Before Merchant Confirmation

If a Consumer cancels a paid Booking Request before it becomes a Confirmed Appointment, the Consumer is ordinarily entitled to a 100% refund of the amount paid for that booking. No Merchant Cancellation Charge is payable because the Merchant has not yet accepted the appointment. No Platform Fee is retained from the Consumer for this cancellation scenario under the current whizzQ cancellation model. The Merchant does not receive a Cancellation Charge.

12. Consumer Cancellation of a Confirmed Appointment Outside the Cancellation Window

If a Consumer cancels a Confirmed Appointment before the applicable Cancellation Window begins, the Consumer is ordinarily entitled to a 100% refund of the amount paid for the booking. No Merchant Cancellation Charge is payable. No Platform Fee is retained from the Consumer for this cancellation scenario under the current whizzQ cancellation model. The purpose of this treatment is to allow a timely cancellation without penalty where the Merchant has a reasonable opportunity to reallocate the reserved slot.

13. Consumer Cancellation of a Confirmed Appointment Inside the Cancellation Window

If a Consumer cancels a Confirmed Appointment during the applicable Cancellation Window, or after the scheduled appointment time where the Platform permits the cancellation to be processed, the Consumer may receive a partial refund. Under the current whizzQ model, the refund is calculated as: Booking Amount minus applicable Platform Fee minus Merchant Cancellation Charge = Consumer Refund Amount. The applicable Platform Fee is retained by whizzQ. The applicable Merchant Cancellation Charge is credited to the Merchant as compensation for the reserved service capacity that may no longer reasonably be capable of being reallocated. The Merchant Cancellation Charge is not retained by whizzQ. The remaining eligible refund amount is initiated to the Consumer's original payment method.

14. Allocation of Merchant Cancellation Charge

When a qualifying late Consumer cancellation occurs, the original full Merchant transfer for the booking is stopped or adjusted. The Merchant's ledger is credited with the applicable Cancellation Charge. That Merchant entitlement may be paid through the ordinary Merchant settlement and reconciliation process after the cancellation outcome is finalised. whizzQ retains only the applicable Platform Fee from the Consumer-side late-cancellation calculation, subject to any other amount lawfully due under a separate basis.

15. Pre-Cancellation Refund Disclosure

Where supported, before a Consumer confirms cancellation of an online-paid booking, whizzQ calculates the expected refund using the relevant booking status, appointment time, Cancellation Window, Merchant Cancellation Charge, Platform Fee and other applicable transaction parameters. The Consumer may be shown the exact or expected refund amount before the cancellation is finalised. This pre-cancellation disclosure is intended to give the Consumer an opportunity to understand the financial consequence before taking the irreversible cancellation action. If a displayed amount is affected by a manifest calculation, system or configuration error, whizzQ may correct the amount so that the final treatment reflects the applicable contractual and legal entitlement.

16. Merchant Rejection of an Unconfirmed Booking Request

If the Merchant rejects an unconfirmed paid Booking Request outside the applicable Cancellation Window, the Consumer receives a 100% refund and no Merchant Disruption Penalty is ordinarily imposed under the current logic. If the Merchant rejects an unconfirmed paid Booking Request during the applicable Cancellation Window, the Consumer receives a 100% refund and the Merchant may be charged the applicable Payment Processing Charge to cover payment-processing consequences caused by the late rejection. Merchant rejection does not reduce the Consumer's refund merely because a Merchant-side charge is imposed.

17. Merchant Cancellation of a Confirmed Appointment Outside the Cancellation Window

If the Merchant cancels a Confirmed Appointment before the applicable Cancellation Window begins, the Consumer receives a 100% refund of the amount paid. The Merchant may be charged the applicable Payment Processing Charge associated with the online transaction and refund process. No Consumer cash amount greater than the original amount paid is created through the refund mechanism.

18. Late Merchant Cancellation of a Confirmed Appointment

If the Merchant cancels a Confirmed Appointment during the applicable Cancellation Window, or otherwise at a late stage covered by the implemented cancellation logic, the Consumer receives a 100% refund of the amount originally paid to the original payment method. In addition, whizzQ's fairness standard is that the Consumer will receive a Service Disruption Voucher whose value is at least equivalent to the Cancellation Charge that would have applied if the Consumer had cancelled the same Confirmed Appointment at that time, unless a greater benefit is specified. The Service Disruption Voucher is a promotional benefit and not a cash refund, bank balance, stored-value wallet or withdrawable amount. The Merchant may incur a Merchant-side financial adjustment consisting of the applicable Payment Processing Charge, Platform Fee and Merchant Disruption Penalty corresponding to the disruption caused. The Merchant Disruption Penalty may be calibrated by reference to the Merchant-configured Cancellation Charge or other applicable whizzQ rule. The Merchant-side penalty and the Consumer promotional benefit are legally and operationally separate. The Consumer's statutory rights are not limited by issuance of the voucher.

19. Service Disruption Voucher Terms

A Service Disruption Voucher may be subject to reasonable conditions disclosed when issued, including validity period, eligible bookings, eligible Merchants or categories, minimum spend, one-time use, non-transferability and other promotional terms. The voucher cannot ordinarily be redeemed for cash or transferred to a bank account. The voucher does not represent money deposited by the Consumer and does not create a consumer wallet. Unless the Platform expressly offers a greater benefit, the minimum voucher value for a qualifying late Merchant cancellation is intended to mirror the Cancellation Charge that would have applied to the Consumer in equivalent circumstances. Nothing in this clause waives or replaces a statutory Consumer remedy that cannot lawfully be excluded.

20. Expired or Unattended Booking Requests

If a paid Booking Request remains unresolved because the Merchant neither accepts nor rejects it before the relevant appointment or processing point and the Platform automatically expires or cleans up the booking, the Consumer is ordinarily entitled to a 100% refund. The Merchant may be charged the applicable Payment Processing Charge and Platform Fee as a Merchant-side non-compliance or disruption adjustment under the current implemented logic. Such Merchant-side deductions do not reduce the Consumer's refund.

21. Consumer No-Show or Post-Appointment Cancellation

Where a Consumer fails to attend a Confirmed Appointment or attempts to cancel after the scheduled appointment time, the applicable treatment will be determined by the Merchant's configured cancellation parameters and the Platform's implemented late-cancellation logic. Where the applicable rules treat the booking as a late Consumer cancellation, the Consumer Refund Amount may be reduced by the Platform Fee and Merchant Cancellation Charge as described in Section 13. Nothing in this Policy authorises a Merchant or whizzQ to impose a charge beyond the amount or percentage disclosed or otherwise permitted by applicable law.

22. Rescheduling

Where rescheduling is supported, a Consumer or Merchant may request or process a change to the appointment time subject to Merchant availability and Platform functionality. A Rescheduled Appointment remains subject to cancellation rules. Unless expressly stated otherwise by the Platform, cancellation timing will be assessed against the appointment time applicable after rescheduling. Any price difference, offer expiry or payment adjustment resulting from a reschedule will be handled according to the transaction-specific information displayed by the Platform.

23. Refund Method

whizzQ does not operate a Consumer cash wallet. Eligible monetary refunds for online-paid bookings are ordinarily initiated back to the same payment method or original payment source from which the transaction was made, subject to payment-provider capability and applicable law. whizzQ does not promise or process a cash refund greater than 100% of the original amount captured through the payment gateway. Any additional Consumer benefit for qualifying Merchant disruption is therefore provided separately as a promotional voucher or discount benefit rather than as an excess cash refund.

24. Refund Processing Time

Once whizzQ successfully initiates a refund, the time required for the refund to appear in the Consumer's bank account, card, UPI account or other payment instrument depends upon the payment provider, bank, card network or payment system. An indicative period such as 5-7 business days may be displayed in the Platform or refund communication where consistent with the current payment-provider process. Any stated processing period is an estimate unless applicable law or a specific payment-provider rule makes a different period mandatory. Consumers should contact whizzQ Support if an initiated refund is not reflected after the stated indicative period.

25. Failed, Authorised but Uncaptured and Expired Payments

Online payments may move through authorisation and capture stages before being treated as successfully paid. If payment fails, authorisation expires or capture is not successfully completed, the booking may remain unconfirmed or move to a failed state and the reserved slot may be released. Where a Consumer's bank shows a debit for a failed or reversed transaction, the timing of automatic reversal may depend upon the issuing bank, UPI system, card network or payment provider. whizzQ may assist with transaction tracing where the Platform has a relevant payment identifier.

26. Duplicate Payments and Manifest Payment Errors

If the same booking is charged more than once because of a technical or payment-processing error, whizzQ may initiate a refund or reversal of the duplicate amount after verification. Where a pricing, fee, refund or offer calculation is affected by an obvious system error, whizzQ may correct the transaction to the amount actually due, subject to applicable Consumer rights. Corrections will not be used to impose undisclosed or arbitrary charges.

27. Chargebacks and Payment Disputes

A Consumer may have rights under the terms of their bank or payment provider to raise a payment dispute or chargeback. Consumers should first contact whizzQ Support where the issue concerns a booking, refund or Merchant service so that the matter can be investigated promptly. Merchants must cooperate with whizzQ and the payment provider by supplying fulfilment records, booking confirmations, invoices, communications or other relevant evidence. Where a chargeback or loss results from Merchant non-performance, fraud, misrepresentation or another Merchant-attributable cause, SCHEDMAD may recover the resulting amount from the Merchant under the Merchant Terms. Nothing in this Policy restricts rights available under applicable law or payment-network rules.

28. Merchant Prepaid Service Balance and Recovery of Merchant Liabilities

The Merchant Prepaid Service Balance is a Merchant-facing service/accounting mechanism and is not a Consumer wallet. whizzQ may debit Merchant-side payment-processing costs, disruption penalties, communication charges and other contractually permitted amounts from the Merchant Prepaid Service Balance. If a valid Merchant liability exceeds the available balance, the balance may become negative. A negative balance represents an amount due from the Merchant and may be recovered through future top-ups, future Merchant settlements, set-off, invoice or another lawful recovery method. The Merchant cannot avoid a valid payment or disruption liability merely by maintaining an insufficient prepaid balance.

29. Set-Off Against Merchant Settlements

To the extent permitted by law and the applicable payment arrangement, the Merchant authorises SCHEDMAD to set off undisputed amounts contractually due from the Merchant against future Merchant settlements or other amounts payable through whizzQ. Set-off may include Payment Processing Charges, Platform Fees, Merchant Disruption Penalties, negative Merchant Prepaid Service Balance, chargebacks, refunds attributable to Merchant conduct and other amounts properly due under the Merchant Terms. whizzQ will maintain transaction or adjustment records appropriate to the relevant settlement.

30. Merchant Settlement After Fulfilment

Under the intended whizzQ marketplace payment model, Merchant transfer is deferred until the relevant appointment is marked Completed/Fulfilled. After fulfilment, the eligible Merchant amount is processed through the applicable Razorpay Route settlement workflow. Merchant settlement may generally occur within approximately 2-3 working days following fulfilment, and often earlier in normal operations, but this is not a guaranteed banking SLA. Actual settlement timing may vary because of payment-provider cycles, bank holidays, KYC, fraud or risk review, refunds, chargebacks, technical issues, regulatory restrictions or other factors outside SCHEDMAD's reasonable control.

31. Free Bookings and 100% Discounts

Where a valid Merchant-funded offer reduces the final payable Booking Amount to zero, the booking may be treated as a free booking and payment-gateway processing may be bypassed. Because no online amount is collected for such a booking, there is ordinarily no payment-gateway refund to process. Any booking or cancellation consequence for a free booking will be determined by the applicable Merchant rules and Platform functionality.

32. Merchant-Funded Offers

Merchant-created discounts are funded by the Merchant unless expressly stated otherwise. Applicable offer rules may include validity periods, service eligibility, percentage or flat discount, minimum spend and other conditions. Expired, fraudulent or technically invalid offers may be rejected or corrected subject to applicable Consumer rights. Legacy GTM 1.0 cashback mechanics are not part of the current GTM 2.0 policy unless expressly reintroduced through separate terms.

33. Taxes and Invoices

The Merchant remains responsible for determining, invoicing, collecting and remitting taxes applicable to the underlying Merchant service. SCHEDMAD is responsible for invoicing and accounting for taxes applicable to its own Platform Fees, SaaS fees, commissions and other SCHEDMAD charges as required by law. Payment settlement mechanics do not transfer the Merchant's tax obligations for the underlying service to SCHEDMAD unless applicable law expressly provides otherwise.

34. Fraud, Abuse and Manipulation

whizzQ may investigate suspicious bookings, payments, cancellations, refunds, offers or settlement activity. Where there is reasonable evidence of fraud or abuse, whizzQ may pause a transaction, withhold or defer Merchant settlement, restrict promotional eligibility, request verification, suspend an account or take other proportionate steps. Such controls will not be used to defeat a valid Consumer refund right.

35. Third-Party Payment Provider Dependence

whizzQ relies upon third-party payment and banking infrastructure for payment authorisation, capture, refunds, linked accounts, transfers and settlement. Service interruptions, payment-provider restrictions or regulatory requirements may affect the timing or availability of those functions. SCHEDMAD is not responsible for independent third-party failures beyond its reasonable control, but will use reasonable efforts to administer the transaction consistently with the applicable Platform and legal obligations.

36. Consumer Cancellation Charge Fairness

Cancellation charges should be proportionate, transparent and disclosed before the Consumer completes the booking or before the charge becomes applicable. whizzQ's Merchant-cancellation framework is designed so that a Consumer who would have been charged for a late cancellation is not left without a comparable platform remedy when the Merchant causes an equivalent late cancellation. For this reason, the Service Disruption Voucher for a qualifying late Merchant cancellation is intended to have a minimum value at least equivalent to the Cancellation Charge that would have applied to the Consumer in the same timing circumstances. This contractual fairness mechanism is in addition to, and does not restrict, mandatory rights available under applicable Consumer law.

37. Grievances and Payment Support

For booking, cancellation, refund or payment support, Consumers and Merchants may contact: help@whizzq.app. For legal or formal grievance matters, contact: legal@whizzq.app. Consumer Grievance Officer: Samar Shah Designation: Grievance Officer, SCHEDMAD Private Limited Email: legal@whizzq.app / grievance@whizzq.app Address: S-7, Second Floor, National Plaza, R.C. Dutt Road, Alkapuri, Vadodara, Gujarat 390007 SCHEDMAD will seek to investigate and address grievances within the periods required by applicable law.

38. Changes to This Policy

SCHEDMAD may update this Policy to reflect changes in law, Platform functionality, payment architecture, Merchant configuration options or third-party payment requirements. The current version will display an effective date and/or version number. Where a material change affects an existing booking, the terms disclosed and applicable to that booking at the relevant time will ordinarily govern that transaction, subject to mandatory law. Where law requires express acceptance or fresh consent for a change, SCHEDMAD will seek such acceptance or consent.

39. Governing Law and Jurisdiction

This Policy is governed by the laws of India. Subject to mandatory statutory rights and forums, contractual disputes arising from this Policy are subject to the jurisdiction of competent courts at Vadodara, Gujarat, India. Nothing in this Policy prevents a Consumer from approaching a Consumer Commission, regulator or other statutory authority where such right cannot lawfully be excluded.

40. Contact

SCHEDMAD Private Limited Operator of the whizzQ Platform Registered / Business Address: S-7, Second Floor, National Plaza, R.C. Dutt Road, Alkapuri, Vadodara, Gujarat 390007 Support: help@whizzq.app Legal / Grievance: legal@whizzq.app Contractual Jurisdiction: Vadodara, Gujarat, India, subject to mandatory statutory rights and forums.