MSTOO — Rent Lease & Hire

Refund policy

This Refund Policy explains how payments, wallet credits and promotional packages are refunded on MSTOO. It should be read with our Terms and Cancellation Policy. Amounts are in Indian Rupees (INR).

1. Booking payments

If a booking is cancelled in line with the Cancellation Policy, eligible amounts are refunded to the original payment method or to your MSTOO wallet, depending on the payment partner, booking status and the option shown at the time of cancellation.

  • Full refunds apply when MSTOO or the Provider cancels before service starts, or when a booking is never accepted.
  • Partial refunds may apply when a Customer cancels after acceptance, if a cancellation fee or used portion of the booking is deducted.
  • No refund is due for a completed booking, except where MSTOO confirms a proven service failure after an investigation.

2. Timing

Wallet refunds are usually credited after the cancellation is confirmed. Bank or UPI refunds through Razorpay typically take 5–10 business days after we initiate them, and can take longer depending on your bank. MSTOO does not control bank processing time.

3. Wallet and loyalty points

Unused wallet balance from a failed or reversed transaction is returned to wallet. Loyalty points spent on a cancelled eligible booking are reversed when the feature is enabled. Wallet cash-out, if offered, follows the in-app rules and KYC requirements.

4. Featured and promoted ads

Paid visibility packages (for example highlighted or featured listings) start when the purchase is successful.

  • If the purchase fails or is double-charged, we refund or reverse the extra amount.
  • Once a featured placement is live, the fee is generally non-refundable, including if you edit, pause or delete the ad, unless MSTOO could not deliver the purchased visibility because of a Platform fault.
  • Package prices and duration are shown at checkout (for example a featured ad may be offered at ₹50 for 30 days where that package is active).

5. MSTOO Pro and subscriptions

Where Pro or similar paid plans are enabled, unused days may be refunded only if required by law or if the subscription was charged in error. Voluntary cancellation typically stops auto-renewal at the end of the current period.

6. How to request a refund

Open the booking or payment in your account, or email support@mstoo.co.in with the booking ID, payment ID and reason. Include screenshots if a payment succeeded but the booking did not.

Support hours: 9:00–18:00 IST, Monday to Saturday (excluding public holidays).

Last updated: 18 September 2026.