Refund and Cancellation Policy

Last updated: 8 October 2026

This policy explains what happens to your money when a booking, teaching session, contract or course is cancelled on Mancho. It is part of our Terms of Service. Nothing in it takes away your rights as a consumer under the Consumer Protection Act, 2019.

The short version

Online payments (bookings, teaching sessions, contracts, courses, and the online deposit for high-value cash bookings) are collected through our payment partner, Razorpay. A refund always goes back to the payment method you paid with. We start it straight away. Your bank or payment provider then usually takes 5 to 7 working days to show it.
Bookings. Before a booking is confirmed, you can cancel it at once. Once it is confirmed, the other side is asked to confirm or dispute the cancellation, and any refund is held until that is settled. The refund depends on who asked to cancel and when they asked: a full refund if the Talent asked, or if the Client asked more than 24 hours (currently) before the start; 50% (currently) if the Client asked later.
Teaching sessions are priced per session: one price for the session, whatever its length. You get a full refund if you cancel more than 24 hours (currently) before the start, or if your mentor cancels or does not join. If you cancel later, but before the session ends, you get 50% (currently) back. If you do not join but your mentor does, there is no refund.
Contracts follow the rules in Contracts.
Courses cannot be cancelled in the app. Write to support@mancho.in.
Cash paid directly between a Client and a Talent is not held by Mancho and is not refunded by Mancho. Any return of cash is for the two of you to settle.
Help: write to support@mancho.in. To make a complaint, see Help and complaints.

Figures marked "currently" can change. A change applies only to bookings, sessions, enrollments and contracts accepted after it takes effect. Each one keeps the refund terms it was accepted on. See Changes to these terms.

Bookings and contracts paid online

This section covers bookings and contracts you pay for online. Teaching sessions have their own rules, in Teaching sessions.

Before a booking is confirmed

While a booking is still a quote request, waiting for the Talent, being negotiated, or waiting for payment, either side can cancel it, and it is cancelled at once. Nothing has been paid at that stage, so nothing is charged and there is nothing to refund.

Cancelling a confirmed booking

Either side can ask to cancel a confirmed booking at any time before the booking's end time. You must give a reason. The booking stays confirmed while the other side is asked to confirm or dispute the cancellation (see Confirming or disputing a cancellation). During that time any online payment is held: nothing is refunded and nothing is paid out until the cancellation is settled.

How much is refunded

When the cancellation goes through (the other side confirms it, does not respond in time, or also asks to cancel), the refund is worked out as at the moment the cancellation was first requested, not when the other side responded or the response time ran out:

The Talent asked to cancel: 100% refund to the Client.
The Client asked to cancel more than 24 hours (currently) before the start: 100% refund (currently).
The Client asked to cancel 24 hours or less (currently) before the start: 50% refund (currently). The Talent receives the part that is not refunded, less Mancho's commission, after the usual settlement hold. That part reflects the time the Talent set aside and other work they may have turned away. It is a reasonable estimate of their loss, not a penalty.

"More than 24 hours" is measured strictly: a request made exactly 24 hours before the start, or later, gets the later-cancellation share.

If the other side disputes the cancellation

The booking stays confirmed and the payment stays held while our team reviews the matter (see What happens after a review). No one is automatically found at fault.

After the event has ended

A booking cannot be cancelled once its end time has passed. If something went wrong (for example, the other side did not show up), use Report a problem on the booking instead. It is handled as a dispute, not as an automatic refund.

Payments that arrive late or twice

If a payment is completed after the booking was cancelled, declined or expired, after its end time, or after the time was taken by another confirmed booking, or if a booking is paid for twice, we refund the extra or late payment in full. You do not need to ask.

Contracts

If a contract you paid for online is ended, any refund goes to the original payment method:

The Talent ends the contract: 100% refund to the Client.
The Client ends it more than 24 hours (currently) before the start day (the start day begins at midnight, India time): 100% refund (currently).
The Client ends it later, but before the start day begins: 50% refund (currently). The Talent receives the part that is not refunded, less commission, after the usual settlement hold.
On or after the start day, or once the contract payment may already have been paid out to the Talent (that is, it was paid more than the settlement hold, currently 72 hours, before the contract was ended): there is no automatic refund. Our team reviews the case and decides, using the rules above as a guide. Any refund goes to the original payment method.

Contracts won by a collective

When a collective (a team) wins a contract, the contract is between the client and the team leader only (see Collectives). If it ends early, any refund goes to the client who paid, to the original payment method, under the contract rules above. It is not split between members. Mancho pays only the team leader, so a change to the contract affects the leader's payout and no other member's. What the leader and the members agree between them is private. Mancho is not a party to it and cannot settle it.

How refunds reach you

Refunds always go back to the payment method you paid with, as the Reserve Bank of India's rules require. We cannot send a refund to a different account or pay it in cash.
We start the refund straight away. The amount usually reaches you within 5 to 7 working days, depending on your bank or payment provider. That is why we say a refund has "started", not that it has been "paid".
If a refund attempt fails, we try again automatically until it works. You do not need to ask again.

Teaching sessions

Teaching sessions are 1:1 sessions with a mentor. They are paid online through our payment partner. Cash is not available for them.

Price per session

A mentor sets one price per session. It is a flat price: it is the same whatever the session length the mentor offers. A trial session has its own price, which the mentor sets. The price shown when you book is the price you pay. If the mentor changes their price or session length while you are booking, we ask you to check the new details before you pay. A change applies to new bookings only.

Holding a time

When you pick a time with a mentor, we hold it for you for about 30 minutes (currently) while you pay. If you do not pay in that time, the hold ends and nothing is charged. If your payment arrives after the hold has ended, after you cancelled, after the session time has passed, or after the time was taken by another booking, we refund it in full.

If you cancel

If you had not yet paid: the session is cancelled and nothing is charged. If a payment was in progress and completes, it is refunded in full.
More than 24 hours (currently) before the start: full refund (currently).
After that, and before the session ends: 50% back (currently). The mentor keeps the rest, less Mancho's commission, because they set the time aside and turned away other bookings. This is a reasonable estimate of the mentor's loss, not a penalty.
After the start, if your mentor has not joined: full refund.
Once a session has ended, it cannot be cancelled in the app. If something went wrong, write to support@mancho.in and we will look at it.

If your mentor cancels or does not join

You get a full refund, whenever it happens. If it was a trial session, you keep your trial. If the mentor has not joined by the end of the booked time, we mark the session as missed and refund you in full automatically.

If you do not join

If your mentor joined and you did not, the session counts as held, and there is no refund. If nobody joined, you get a full refund.

What counts as joining

A mentor has joined if they pressed Join in the app from 10 minutes before the start until the end of the booked time. A late join inside that time still counts.

Trial sessions

You can book one trial with each mentor. Your trial is used if the session is held (this includes a session your mentor joined and you did not), or if you cancel a paid trial 24 hours or less (currently) before the start. It is not used if you cancel in time, if your mentor cancels or does not join, or if you never paid.

If a mentor pauses their teaching profile

Sessions you have already booked still go ahead, and the rules above still apply to them. A time held for you can still be paid for until the hold ends.

Help with a session

You cannot raise an in-app dispute for a session. For help with a session or a refund, write to support@mancho.in. If you are not happy with the answer, you can write to our Grievance Officer (see Help and complaints). How a mentor is paid is explained in our Terms of Service.

Courses

A course is paid for online. You cannot cancel a course enrollment in the app. If you think you should get a refund (for example, the course is not what was described, or you were charged in error), write to support@mancho.in. Our team will look at it. If a refund is given, it goes back to the payment method you paid with, and your access to that course ends.

Cash bookings without a deposit

For a cash booking below the high-value amount (see Cash bookings with a deposit), the whole amount is paid directly in cash between the Client and the Talent. Mancho never holds this money.

Mancho does not refund cash. If a cash booking is cancelled, or does not go ahead, any return of cash is for the Client and the Talent to settle directly.
If the booking is cancelled, declined or expires before it is completed, the commission the Talent would have owed is released. The Talent owes nothing on that booking.
A confirmed cash booking goes through the same confirm-or-dispute step as any confirmed booking. While it is under review, the commission it would carry stays recorded but is not payable.
Because Mancho holds no money, there is nothing for Mancho to refund, and no refund timeline applies to the cash itself.

Cash bookings with a deposit

For a cash booking of ₹10,000 or more (currently), the Client pays a deposit online (through Razorpay) before the booking is confirmed, and pays the rest in cash directly to the Talent. The deposit equals Mancho's commission on that booking.

Clean cancellation (the other side confirms, does not respond in time, or also asks to cancel): the deposit is refunded in full to the Client, to the original payment method, whichever side asked to cancel and whenever they asked.
Disputed cancellation: the deposit is held while our team reviews the matter.
Completed booking: Mancho keeps the deposit as its commission for that booking. Nothing further is owed. The deposit is never in addition to the agreed price: the Client's total (deposit plus cash) equals the agreed price.
Payment that arrives late or twice: if a deposit is paid after the booking was closed or after its end time, or a booking is paid for twice, the extra payment is refunded in full.

Confirming or disputing a cancellation

When either side asks to cancel a confirmed booking (paid online, paid in cash, or with a deposit), the person on the other side is asked to confirm or dispute the cancellation. This protects both sides against a booking being quietly cancelled on Mancho and then settled outside it.

You must give a reason when you ask to cancel. We tell the other side about the request.
If the other side confirms, also asks to cancel, or does not respond within 48 hours (currently), the cancellation goes through. Any online refund or deposit refund is then released as set out above, and for a cash booking any commission recorded on it is released. Not responding is neutral. It is never treated as fraud.
If the other side disputes it, the booking is not cancelled. It stays confirmed while our team reviews it, and any refund or deposit stays held until the review is resolved. No one is automatically found at fault.
While a booking is under review, a new cancellation cannot be requested for it.
A booking cannot be cancelled after its end time. Use Report a problem instead.

Holding a refund until the cancellation is settled is a short, defined exception to our usual immediate refund. It applies only to confirmed bookings. It exists so that money is not refunded on a cancellation the other side is genuinely disputing. This step does not apply to teaching sessions, courses or contracts.

What happens after a review

When our team reviews a disputed cancellation or a disputed cash confirmation:

A person decides the outcome on the evidence. If they decide a refund is due, it goes to the original payment method. If they decide the booking should stand, it stays confirmed.
Deposit kept after an upheld fraud finding. If a finding that a booking or cancellation was used to defraud the other side or Mancho is upheld, after any appeal, Mancho may keep the deposit on that booking. This is a reasonable estimate of the loss caused (see Cancellations and held refunds). It is not a penalty. It applies only to the deposit on the affected booking, and never automatically.
You can appeal a finding that affects you before any lasting consequence takes effect (see Restrictions and your appeal). If a fraud finding is overturned, held money is released and the finding is corrected.

Help and complaints

If you believe a refund or cancellation has been handled wrongly, you can raise it with us:

In the app: use Report a problem on the booking or contract. A teaching session or a course has no in-app dispute; write to support@mancho.in.
Help: support@mancho.in, for help with a booking, a session, a course, a contract or a payment.

Grievance Officer

Name: Ritik Vasisth
Email: support@mancho.in
Address: Bawana Rd, Delhi Technological University, Shahbad Daulatpur Village, Rohini, Delhi 110042

Within 24 hours, we'll confirm we have your complaint, send you a copy of it as we recorded it, and give you a reference number to follow it up. We'll give you our decision within 7 days.

Nothing in this policy takes away your right to approach a consumer commission under the Consumer Protection Act, 2019.

What this policy does not cover

Cash never logged in the app. If a transaction was never logged on Mancho, Mancho has no record of it and no money in it, and cannot refund or decide it.
Disagreements about the service itself (quality or scope) are handled through the dispute process, not as automatic refunds. Teaching sessions are different: a mentor who does not join means an automatic full refund. Mancho connects people and does not itself perform or guarantee the service.
No-shows at bookings. If a Talent or a Client does not show up for a confirmed booking, either of them can report a problem. It is handled as a dispute, not as an automatic refund.
Arrangements inside a collective. What a team leader and the members agree between them is private. Mancho is not a party to it and cannot refund or settle it.

Changes to this policy

We may update this policy from time to time. Changes to refund terms or cancellation rules apply only to bookings, sessions, enrollments and contracts accepted on or after the date the change takes effect. Ones already accepted keep the terms they were accepted with. If we make a material change, we will tell you as described in Changes to these terms.