1 Introduction

This policy applies to all shift bookings made by employers (“Businesses”) and all assignments accepted by workers. By creating a booking or accepting an assignment, you agree to these terms. Workers are Aadhaar-verified and admin-approved; businesses are verified before they can book. Our goal is fair outcomes for both sides when plans change.

2 Booking & Cancellation Policy

A booking is created when a Business posts a shift and completes payment. RoleCycle charges a 25% platform fee on the worker cost, plus 18% GST applied to that platform fee. Payment is collected upfront to confirm the booking and reserve workforce capacity; worker earnings are released only after the shift is completed and attendance is approved.

3 Employer Cancellation Policy

• Before workers are assigned: Full refund of the worker cost; the platform fee is refundable at this stage.
• After assignment, more than 24 hours before the shift: The worker cost is refunded; the platform fee may be retained to cover sourcing and verification already performed.
• Within 24 hours of the shift: Refunds are limited and assessed case by case, as verified workers have already committed. A short-notice charge may apply.
• After the shift has started: Active or completed bookings are not eligible for cancellation; quality concerns are handled under sections 6–7.

4 Worker No-Show Scenarios

If an assigned worker does not arrive and does not check in, you are not charged for that worker. No-shows are taken seriously: a first major no-show results in a warning and a reliability-score reduction, repeated no-shows lead to temporary suspension, and serious repeat abuse results in a permanent ban. Where a no-show occurs, we prioritise sending a replacement.

5 Replacement Worker Policy

For confirmed bookings, RoleCycle provides replacement support: if an assigned worker cancels late or fails to show, our team works to assign a verified replacement for the same shift wherever capacity allows. If a suitable replacement cannot be arranged in time, the affected worker’s cost is refunded for the unfilled portion. Businesses that hire workers off-platform forfeit replacement guarantees and verified workforce access.

6 Service Quality Issues

If a worker attends but performance falls short of the agreed role, report it within 24 hours of the shift via your booking page or support. Our team reviews attendance records, check-in/out timestamps, and both parties’ accounts. Remedies may include a partial refund, service credit, or a replacement for future shifts.

7 Payment Dispute Process

1. Raise the dispute from the booking detail page or email support@rolecycle.com within 24 hours of the shift.
2. Our operations team reviews system records — attendance, GPS check-in, approved hours, and messages.
3. We may contact both the Business and the worker for context. High-risk cases are escalated to manual review.
4. A resolution (refund, partial refund, credit, or denial with reason) is communicated, typically within 3–5 business days.

8 Refund Eligibility

You may be eligible for a refund when:

• You cancel before workers are assigned.
• An assigned worker is a no-show and no replacement is provided.
• A booking cannot be fulfilled by RoleCycle.
• A verified service-quality issue is upheld after review.
• You were charged in error or charged twice for the same booking.

9 Partial Refunds

Partial refunds apply when only part of a booking is affected — for example, three of five booked workers attend, or a worker completes part of a shift. Refunds are calculated pro-rata on the worker cost for the unfulfilled portion. The platform fee on the fulfilled portion is generally retained, as sourcing, verification and coordination were delivered.

10 Non-Refundable Situations

• Shifts that were completed and attendance-approved.
• Late cancellations after a worker has already arrived and checked in.
• Quality issues reported after the 24-hour window without supporting detail.
• Losses arising from off-platform hiring, direct payments, or platform bypass.
• GST already remitted to tax authorities, where applicable by law.

11 Processing Timelines

Once approved, refunds are issued to your original payment method. Typical timelines:

12 Contact for Refund Requests

Email support@rolecycle.com with your booking number and reason, or open the booking in your dashboard and use “Raise a dispute”.