Refund policy

After the work is finished, never before. That is the whole basis of this policy: in almost every case there is nothing to refund, because you have not paid yet.

If the professional finds the job is bigger than described, you approve the new price before they carry on. If you do not approve it, you have not agreed to that price and you do not owe it.

Free, from the booking screen, until your professional sets off. Nothing has been paid, so nothing is refunded.

Once somebody is on their way we cannot cancel it from the screen — call us and we will sort it out. Either way there is no cancellation charge: we take our money after the work is done, so there is nothing for us to collect.

If nobody is at the address when the professional arrives and we were not told, your first time costs you nothing. We pay them for the wasted trip ourselves, because they did the work of turning up and somebody should. If it keeps happening, that trip cost is added to your next booking, a quarter of the bill at a time — never chased any other way, and written off if you do not book again.

If the professional cancels or does not turn up, you pay nothing and we find you someone else.

If the same fault comes back within the window for that service, we send somebody back and you pay nothing. That is the whole promise: the work put right, against the amount recorded for the job.

Repairs — plumbing, electrical, appliances, AC, carpentry, water tanks

30 days. A repair that holds for a month held.

Painting

90 days. Peeling and blistering take weeks to show, so a shorter window would not be worth having.

Pest control

30 days. This trade sells a course of treatment rather than one visit, so a follow-up is usually the treatment working normally, not a failure.

Home cleaning

48 hours, and we re-clean. Anything longer would be pretending a house does not get dirty again.

Movers and packers

48 hours to report transit damage. It is found on unpacking, and after that nobody can say it happened in the van.

Every claim sends a professional out, and what they find decides who pays for the visit. You agree to this before we send anyone, so there is never a bill you did not see coming:

• They find the same fault: you pay nothing. The visit is borne by the professional who did the original job, not by you.
• They find a different problem: it becomes an ordinary booking at the usual price, and you see the quote before they start work.
• They find nothing wrong: the same — an ordinary visit at the usual price.
• The damage was caused after we left: the same.

We do it this way because going and looking is the only honest way to tell those apart. A blocked drain a fortnight after a tap was fixed is a new job rather than the old one coming back, and the person standing in your kitchen is the one who can say which it is.

Two claims per booking, one open at a time, on a job that is finished and paid for. After that it is a phone call with a person rather than a form.

• A different fault from the one that was fixed. That is a new job, and we will quote it before anyone starts.
• Damage the fault caused, as opposed to the fault itself — the water from the leak, the food spoiled by the outage. We put the work right; we do not cover what it damaged. This is the most important line on this page and we would rather you read it now than discover it later.
• Damage caused by you, by somebody else, or by ordinary use after the job.
• Parts you supplied yourself, and things that wear out — filters, washers, bulbs.
• Work you were advised to have done and chose not to. If the pipe needed replacing and you asked for a patch, the patch failing is not a defect.
• Anything somebody else has worked on since.

First, how one is decided: by a person, and only after somebody has been out and confirmed the fault was ours and cannot be put right. Nothing in the app produces a refund on its own. It is capped at the amount recorded for the job — which is why the figure you enter after paying cash matters.

Paid by eSewa or Khalti

Reversed to the same wallet. We start it within 2 working days; the wallet usually shows it within 5.

Paid in cash

We send it to your eSewa or Khalti account, or you can collect it in cash from our office. Your choice, and we will ask rather than assume.

• Parts already bought and fitted at your request, where the part itself is not faulty.
• Work you approved a revised price for, carried out as agreed, that you later changed your mind about.
• Damage that was already there and that the repair simply revealed.
• Work arranged privately with a professional outside SajiloKaam.

If you disagree with any of these in your case, say so. These are rules of thumb, not a wall.

Open the booking and report the problem, or call the number on our contact page. Tell us what was agreed, what happened, and what you would like done. We aim to answer within one working day.

Nothing here limits your rights under Nepali consumer law.