Refund Policy

1. Introduction

At MIMOO ("we," "our," or "us"), we strive to ensure a satisfactory experience for all our customers. This Refund Policy outlines the conditions under which refunds may be issued, the process for requesting a refund, and the timelines involved.

All payments made through the MIMOO App are processed by our payment partner, PayHere, Sri Lanka's leading online payment gateway. Refunds for card payments are handled through PayHere's refund system.

2. Refund Eligibility

You may be eligible for a refund under the following circumstances:

• Service provider no-show: The assigned service provider fails to arrive at the scheduled time without prior notice
• Service not as described: The service delivered is substantially different from what was booked or described on the platform
• Cancellation within free window: You cancel the booking at least 2 hours before the scheduled service time
• Duplicate payment: You were charged more than once for the same service
• Technical error: A payment was processed due to a technical glitch or system error

Refund requests are evaluated on a case-by-case basis. MIMOO reserves the right to approve or deny refund requests based on the circumstances and available evidence.

3. Non-Refundable Situations

Refunds will generally not be issued in the following cases:

• Cancellations made less than 2 hours before the scheduled service time
• No-show by the customer (failure to be available at the service location)
• Dissatisfaction due to subjective preferences rather than service quality issues
• Services that have been fully completed and accepted by the customer
• Refund requests made more than 7 days after the service date

4. How to Request a Refund

To request a refund, follow these steps:

• Open the MIMOO App and navigate to your booking history
• Select the booking for which you want to request a refund
• Tap on "Request Refund" and provide a reason for the refund along with any supporting evidence (photos, screenshots, etc.)
• Alternatively, contact our support team at support@mimoo.lk with your booking details and reason for the refund

Our support team will review your request and respond within 2-3 business days.

5. Refund Process & Timelines

Once a refund is approved, it is processed through PayHere. The timeline depends on when the refund is initiated:

5.1 Instant Refunds (Same-Day)

If a refund is initiated on the same day as the original payment (before PayHere's end-of-day processing), it is processed as an Instant Refund. The payment is voided in real-time and the amount is immediately returned to your card.

5.2 Delayed Refunds

If the refund is initiated after the payment has already been settled, it is processed as a Delayed Refund. In this case:

• PayHere recovers the refund amount from the merchant's (MIMOO's) bank account or future payouts during its day-end batch process
• Once the funds are successfully recovered, PayHere processes the refund
• The refund will be reflected in your card within 5 to 10 business days from the date PayHere processes it

5.3 Non-Card Payment Refunds

For payments made via non-card methods (e.g., bank transfers or mobile wallets), refunds are processed manually by MIMOO directly to the customer, as PayHere's technical refund facility is available only for card payments. These refunds may take up to 10-14 business days.

6. Partial Refunds

In certain situations, MIMOO may issue a partial refund. This may occur when a portion of the service was completed satisfactorily, or when a cancellation fee applies. The refund amount will be determined based on the specific circumstances and communicated to you before processing.

7. Cancellation Fees

As outlined in our Terms of Service, cancellations made within 2 hours of the scheduled service time may incur a cancellation fee. In such cases:

• The cancellation fee will be deducted from the refund amount
• The remaining balance (if any) will be refunded to your original payment method

8. Disputes

If you disagree with a refund decision or the refund amount, you may escalate the matter by:

• Contacting our customer support team at support@mimoo.lk with additional evidence or information
• Requesting a review by our dispute resolution team

We aim to resolve all disputes fairly and promptly. For more details on our dispute resolution process, please refer to our Terms of Service.

9. Changes to This Policy

We may update this Refund Policy from time to time. We will notify you of any material changes by posting the new policy on this page and updating the "Last updated" date. We encourage you to review this policy periodically.

10. Contact Us

If you have any questions about this Refund Policy or need assistance with a refund, please contact us at: