This page reproduces Pikando's current cancellation, dispute, and refund terms for convenient reference.
Extracted from Terms of Service version 3.4
Once a Poster has selected a Seeker and payment is confirmed, cancellations are subject to the following schedule:
Cancellation fees compensate Seekers for reserved time and preparation. The applicable fee and any Seeker compensation are determined by Pikando in accordance with this schedule and the dispute resolution process.
Seekers are expected to honour task commitments. Cancellations are tracked and affect your standing and visibility on the Platform:
If an issue arises, we encourage Posters and Seekers to first attempt resolution through the in-app chat. If that fails, either party may raise a formal dispute through the app within the 48-hour window before auto-release. To raise a dispute: tap “Report Issue” on the task details screen and provide a description and, where requested, supporting evidence such as photos, screenshots, or chat logs. Pikando will acknowledge receipt within 24 hours.
The dispute-raise window and the auto-release window are the same 48 hours: if no dispute is raised within 48 hours of the Seeker marking the task complete, the task auto-completes and the held funds are released to the Seeker. Separately, once a dispute is open, it is automatically escalated for senior review if it remains unresolved after 14 days.
Pikando may also open a dispute on its own initiative, for example, where a task remains overdue with no completion recorded, or where a cancellation or mid-task exit request requires review. Both parties are notified when a dispute is opened, the task is paused, and funds remain held until the dispute is resolved.
Once the Poster confirms completion or auto-release occurs, payment is final and Pikando’s internal dispute resolution process is no longer available for that task.
Our resolution team will review task details, agreed terms, chat history, milestone completion status, and evidence from both parties. The team will communicate a decision within 15 days. Pikando acts as a neutral mediator. Decisions are based solely on evidence and policy.
Where a task includes milestones, the resolution team uses milestone completion status to determine proportional payment. Completed milestones are paid in full; the in-progress milestone is assessed based on evidence of work done.
Refunds are processed to the original payment method. If the original payment method is unavailable or the automatic reversal fails, Pikando will coordinate a refund to a verified bank account designated by the user. Platform credits may be offered as an alternative only with the user’s explicit consent.
Full task cancellation before work begins: no commission. Full refund due to Seeker fault: no commission. Partial refund: commission pro-rated on the amount retained for the Seeker.
Users agree to use Pikando’s dispute resolution process before initiating chargebacks through banks or card networks. Pikando will contest illegitimate chargebacks with documented evidence. Users who repeatedly initiate unjustified chargebacks may face account suspension.
If you are unsatisfied with the outcome of the dispute resolution process, you may contact the Grievance Officer at nithyananda.kotian@pikando.com within 7 days, providing any new evidence. The Grievance Officer will acknowledge receipt within 24 hours and respond within 15 days.
Where payment has already been released, the Grievance Officer may take non-monetary action such as account penalties against the other party, review or rating adjustments, goodwill credits at Pikando’s discretion, and documentation for pattern tracking. The Grievance Officer cannot reverse or claw back payments already released to either party.
For monetary disputes after payment release, you may approach the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or pursue arbitration as set out in Section 16.
If you believe a Seeker caused damage to or loss of your property during a task, you must report the claim through the in-app dispute/Report feature or to support@pikando.com within 48 hours of task completion, with supporting evidence (photographs, videos, and where applicable a police complaint for theft). Pikando will facilitate resolution between the parties as a neutral intermediary; any goodwill remediation by Pikando is made on a case-by-case basis, at Pikando’s sole discretion, without admitting liability and without creating any obligation in any other case, and is not insurance or an assumption of liability.
Claims are assessed net of the following exclusions: pre-existing damage or wear-and-tear (Section 12.5); cash, jewellery, securities, and similar high-value portable items that were not secured as required by Section 6.2; sentimental or consequential value; items the Poster was required to secure before task commencement; and damage arising from conditions or hazards the Poster failed to disclose. Late-reported claims may be declined where the delay prevents fair investigation.