Onata Fees, Booking and Cancellation Policy  

 

Purpose  

At Onata, we place your convenience atop all other priorities. We understand circumstantial compulsions might call for the cancelation of an order from either end (service seeker or provider). To facilitate a seamless flow of processes on all ends, our team has devised a dynamic policy of cancelation. This policy, in its entirety, seeks to establish the broad conventions on the manner, scope, and mode and charges (if any) that apply when Service Seekers or Service Providers cancel a confirmed order through the Onata app or on the Onata website.  

Since the nature of services offered and sought through the Onata platform are eclectically diverse, Onata™ reserves the right to intermittently revise this policy as and when deemed necessary. We encourage our users to keep revisiting this page and stay updated with our cancelation policy.       

Definitions 

SA 

Service Administrator 

SS 

Service Seeker 

SP 

Service Provider 

ODS 

On Demand Services 

RFQ 

Request For Quote 

SCH 

Scheduled Services 

RB 

Reverse Bid 

LD 

Lowest Deal 

LNB 

Lend N Borrow 

NH 

Neighborhood Services 

SSCPF 

SS Cancellation Percentage Fee 

SPCF1 

SP Cancellation Fee 1 

SPCF2 

SP Cancellation Fee 2 

Onata Service Fee 

OSF 

SP’s Min hours Fee 

SPMHF 

MHSG 

Minimum Hours SPecified for the GiG 

 

Policy  
 The Onata Cancellation Policy has been laid out for the following items available for app and website users.   

Service and Gig 

Service is a broader category for the work to be done. For example, Cleaning Home may have sub categories such as ‘Clean bath room, ‘Clean garage’, etc. These sub categories are called gigs. 

Methods of Seeking Service 

Selecting a Service Provider  

A seeker can select the services in the following ways.  

Auto Assign 

Auto Assign is an option where the seeker leaves the Responsibility of selecting an SP to the System (Onata) and Onata assigns an SP that satisfies the parameters defined by the SS.  The list view is not available, in this option. This will be released later  

Seeker Select 

The Seeker Select option lets the seeker choose from a fully described list provided to the seeker by Onata.  

Reverse Bid  

The Reverse Bid option exposes the partially masked provider-list to the seeker and he can place a bid for the gig. Before the bid placement, the Seeker will be charged for the entire amount of the bid. No cancelation is allowed. If the seeker cancels the Reverse Bid booking, Seeker will lose the entire booking amount. 

Lowest Deal (LD) 

Lowest Deal (LD) is mechanism provided to the SS by SPs. The SP may provide some deals by reducing their hourly rates from time to time. The SS may opt to choose from the people who are offering discounted services on that day. The SS will have to pay the entire amount for the gig, if they wish to avail the deal. No refunds are allowed. The SS is also presented with a masked list of SPs (full details are not present)  

Request for Quote  

Request for Quote is sent to selected SPs:  generally for larger projects such as remodeling a bathroom, installing pavers etc, where the SS and SP needs to agree on lot of things 

 

Choosing when the service is required  

Onata provides two basic ways of getting your services done. They are 1. On Demand (Need Now), 2. Scheduled for Later. 

Need Now  

Need Now is the method of availing the services on demand. The SS chooses this option and selects an SP, when an SP is available, and agrees for the request, and SP starts immediately from his place to the seeker’s place. 

Scheduled for Later  

Scheduled for later is a way for availing the service at a later time or date.   

Matrix of “Selecting the Provider and “When the service Required” 

Selecting SP→ 

Select When to Provide ↓ 

Auto assign   

Seeker Select   

Seeker Reverse Bids 

Accept a Deal by SP 

RFP 

On Demand 

– 

Scheduled 

  

–  


Selecting Billing type 
 

Once the seeker selects a method of availing service (On demand, or Scheduled, or RFP) and selects an SP, they need to select a method of billing – either Fixed Price(FP), and number units or Hourly and number of hours or open hours) 

Fixed Price is a method by which the SP sell their service. For example, an SP might list his price for assembling a chair as $10, and SS can choose FP method and the units of service he needs.  

Hourly Limited, an SS can choose a limited number of hours, but they shall be greater than the minimum hours Specified for the gig. Example: I need a cleaning person for 4 hours. Suppose the gig Specifies the minimum contract hours as 3, the SS cannot seek 1 hour of service from the particular provider. 

Hourly Unlimited, is a method of seeking service where the number of hours are open ended (not pre-defined). This may extend for more than a day. 

NOT ALL GIGS HAVE ALL METHODS OF WHEN TO GET SERVICE, WHICH SP TO SELECT, and BILLING TYPE. Some option in a given service may be absent 

Billing and wallet system  

Onata has implemented a wallet system for billing, and uses the STRIPE platform for charging the SS or SP and disbursing to the SP. Each SPs account is created in STRIPE (this process is tranSParent, SS being bank like thing, they need to have full KYC of SP. FROM STRIPE THE MONEY IS TRANSFERRED TO SP‘s Bank Account. 

SS will have the CC stored in STRIPE. 

For Seeking a Service, to avoid credit risk, Onata Collects the full amount of service in advance, and settles later. Settlement amount may be more than booking amount, or less than booking amount  

In ONATA an SS may be Provider for a Service and SP may be seeker for some other services. 

Wallet system 

To mitigate the credit risk of SS, we have introduced wallet system, which means that the booking amount will be paid to the SP, only up on settlement. Booking amount held by Until, the service is settled 

Wallet system assumes $1 = 1Credit. The charged amounts are kept in wallet. The SP or the SS, who have credits in wallet, can use them for buying services, or paying for subscriptions. The SS is charged at the time of confirmed booking in the following way.  

Booking a Gig with Fixed Price Billing   

Onata checks the wallet of the SS for sufficient funds in the wallet to cover the fees for the service. If the amount is not enough, Onata charges the SS’s credit card for the rest of the amount. The settlement is done when the service is complete. At the time of settlement, SP gets the money in his SP account of STRIPE and from there we transfer the money every week.   

Booking a Gig with Hourly Limited  

Onata checks the wallet of SS for sufficient funds in the wallet to cover the fees for the service (hourly rate of the SP multiplied by the number of hours requested). If the wallet balance is insufficient, Onata charges the SS’s credit card for the rest of the amount. The settlement is done when the service is complete.  At the time of settlement, SP gets the money in his SP account of STRIPE and from there we transfer the money every week 

Booking a Gig with Hourly Unlimited

Onata needs the SS wallet to have min balance in it for covering at least a value equivalent to 5 hours of work done by the SP. Onata checks the wallet of SS for this minimum balance in the wallet to cover the fees for the service (hourly charge of the SP multiplied by 5   hours). If there insufficient balance in the wallet, Onata charges the SS’s credit card for the rest of the amount.  The settlement is done when the service is complete as follow: 

If the number of hours the SP worked are less than Minimum hours SPecified by the SP, then the booking is settled for the minimum hours else the booking is settled for the actual hours.  At the time of settlement, SP gets the money in his SP account of STRIPE and from there we transfer the money every week 

Rewards 

SS Can gain rewards at the rate of 0.25% per $ spent, and these rewards can be used to settle the Gigs fee. 

SP Run promotions 

An SP can run his own promotions and generate coupon codes, which can be used for settling the account 

ONATA Run Promotions 

Onata can also run promotionss, thru coupon codes, and SS can use the promo codes to settle the booking 

However, a booking settlement cannot use both the promos 

Additional Charges 

SP can charge the additional charges for some material he used for the gig, this shall have enough proof from the SS, before using the material. 

Tips 

In additions to the service charges and additional charges, the SS may optionally pay Tips. 

Pause and Resume 

Either Seeker or Provider can Pause the service and resume. When one does pause or resume, the other is notified. This time elapsed between a Pause and resume is removed from the billing if the billing type of the booking is Hourly 

Least count for billing 

The billing is done up the Minute. 

Abandoning a service 

A service not completed or   aPaused service not resumed is treated as abandoned   service. An abandoned service is treated as cancelled service, and the rules of cancel apply.  

Forced Settling 

If the seeker is not settling the account, then the system automatically settle 1 minute after the invoice is submitted without adding tip. 

How a Service is booked 

  1. Select a Service 
  2. Select a GiG with in a service 
  3. Give Gig SPecific Parameters 
  4. Map is diSPlayed and choose a SP selection method (Auto Assign, SS Selects a SP, Reverse Bid, Accept a Deal ( LD), or RFP 
  5. Auto Assign: The system lets him SPecify General Parameters and assign automatically as per ONATA’s proprietary algorithm with in the price band, and within the skill level.  
  6. Seeker Selects a Provider: Onata Presents full list of the SPs and empowers the SS with filtering and sorting. SS selects an SP after contemplation 
  7. Reverse BID: The list is blocked, only skill level, No Rate band, are shown. The SS imputes a price and one of the SP may Accept 
  8. Accept a deal (Lowe deal) by Provider: His name is blocked, skill level is shown, and his discounted rate is shown. The SS accepts one of them 
  9. RFP: List is presented and, user selects the SPs from whom he wants the quotes 
  10. The SP may accept SS request 
  11. SS Pays the Booking amount to ONATA to be settled later 
  12. SP will be on the way immediately if the service is On demand, else the SP will be on the way, when the service due 
  13. SP’s Travel is tracked 
  14. SP Arrives the Service Location 
  15. Start the work 
  16. Pause and Resume (Optional) 
  17. End the work 
  18. SP Adds additional charges if any (this should have pre approval) 
  19. SP Submits the invoice 
  20. SS Pays the invoice by optionally adding the tip 
  21. SS will rate the SP and vice versa 

Subscriptions:  

Service seekers currently pay no subscriptions for using the service, except the fee they pay toward the service they availed from the SP. However, the SP will pay the subscriptions, if they want to be listed and participate in the RFP services.  

Per Lead Charges: 

This is charged from the SP, who want to respond to the Request for the Quotations(RFPs) of the seekers. Onata Charges Per Lead Fees mentioned in Schedule A. The SP Sets a limit on the leads per month, and SP is charged from his wallet for each lead. 

Cancellation Charges:  

When a registered and confirmed booking is cancelled, some cancellation of the charges, based on the method of seeking, method of choosing and SP and Method of billing, applies.  

However, there are no penalties to the SP or SS, when an RFP is cancelled.  

Before 48 hrs of the work to be started 

There are no charges if the service is scheduled for a later date and cancelled before 48 hours of scheduled date and time. 

 

SS Cancels while SP is ON THE WAY 

On demand and Scheduled services 

  1. SS will lose 25% of the booking value for fixed price bookings, or charge for minimum hours, if the billing type is Hourly fixed or Hourly unlimited.  
  2. ONATA credits the rest of the booking amount to SS’s Wallet 
  3. ONATA transfers 80% of the cancellation fee collected to the SP’s account 

For the Lowest Deals and the Reverse Bid 

  1. SS will lose 100% of the booking value for fixed price bookings and Fixed hours booking, or charge for minimum hours, if the billing type is Hourly fixed or Hourly unlimited.  
  2. ONAT Refunds nothing to SS in case of FP booking. Onata refunds everything except the charge for Min hours to SS wallet 
  3. ONATA transfers 80% of the cancellation fee collected to the SP’s account 

 

 SS Cancels while SP Working 

On demand and Scheduled services 

  1. SS will lose 100% of the booking value for fixed price(FP) bookings and Fixed hours (Hours Limited) bookings, or charge for the actual hours worked (if hours worked are less than min hours, the charge for the min hours is charged). 
  2. ONATA credits the rest of the booking amount to SS’s Wallet, in case of Hourly Unlimited booking 
  3. ONATA transfers 80% of the cancellation fee collated to the SP’s account 

For the Lowest Deals and the Reverse Bid 

  1. SS will lose 100% of the booking value for fixed price and Fixed hours (Hours Limited) bookings, or charge for minimum hours, if the billing type is Hourly fixed or Hourly unlimited.  
  2. ONATA Refunds nothing in case of FP and Hours Limited booking, Onata refunds everything except the charge for Min hours in case actual hours are less than min hours, or for the actual hours to SS wallet 
  3. ONATA transfers 80% of the cancellation fee collated to the SP’s account  

 

 SP Cancels while SP is ON THE WAY 

On demand and Scheduled services 

  1. SS will be refunded entire booking amount, for FP or Hourly bookings to his wallet 
  2. SP is charged a cancellation Fee of SPCF1 

For the Lowest Deals and the Reverse Bid 

  1. SS will get entire money as refund in to his wallet.  
  2. SP is charged a cancellation Fee of SPCF1 

 

SP Cancels while SP Working 

On demand and Scheduled services 

  1. SS will be refunded entire booking amount, for FP or Hourly bookings to his wallet 
  2. SP is charged a cancellation Fee of SPCF2 

For the Lowest Deals and the Reverse Bid 

  1. SS will get entire money as refund in to his wallet.  
  2. SP is charged a cancellation Fee of SPCF2  

  

Cancellation of Subscriptions   

This fees are charged to SP who want to be listed. Subscriptions for Specific time slots are made in advance (a year) and they are nonrefundable. But the cancellation will be effective from the next billing period.  

Cancellation of the Leads  

This fees are charged to the SPs who opt for the RFPs from the SSs. SP sets a limit for the leads he want to receive per month. The wallet of SP shall be filled with Min of $50 or Total cost of the leads per month. The wallet is deducted as the leads are sent. An SP can stop leads coming to him by opting out of the RFP.  The SP who want to get the leads should have been subscribed SPs 

Cancellation of Services rendered Pride 

Certain services for example, The Neighborhood services and lend and barrow services can be offered for free (pride). Unless these services are charged, there is no cancellation fees levied to either SP or SS. 

Cancellation of Services rendered Pride 

Garage sales, food ordered using the platform are not refundable and cancellable.

 

Cancellation fees Schedule 

Sr No.

Type of Seeking

Who is Cancelling

Booking Type

Booking status when Cancelled

Cancellation fee charged to seeker

Amount refunded to seeker

Cancellation Fee
Charged to Provider

Amount Provider
gets , if any

1

Reverse Bid

Provider

Fixed

During Delivery

100%

$15

2

Reverse Bid

Provider

Fixed

On-the-way

100%

$15

3

Lowest Deal

Provider

Hourly

During Delivery

100%

$20

4

Lowest Deal

Provider

Hourly

On-the-way

100%

$20

5

Lowest Deal

Provider

Fixed

During Delivery

100%

$15

6

Lowest Deal

Provider

Fixed

On-the-way

100%

$15

7

Seeker Select

Provider

Hourly

During Delivery

100%

$20

8

Seeker Select

Provider

Hourly

On-the-way

100%

$20

9

Seeker Select

Provider

Fixed

During Delivery

100%

$15

10

Seeker Select

Provider

Fixed

On-the-way

100%

$15

11

System Select

Provider

Hourly

During Delivery

100%

$20

12

System Select

Provider

Hourly

On-the-way

100%

$20

13

System Select

Provider

Fixed

During Delivery

100%

$15

14

System Select

Provider

Fixed

On-the-way

100%

$15

15

Reverse Bid

Seekers

Fixed

During Delivery

25%

75%

80%

16

Lowest Deal

Seekers

Fixed

During Delivery

25%

75%

80%

17

Lowest Deal

Seekers

Hourly

During Delivery

0%

0%

80%

18

Lowest Deal

Seekers

Hourly

On-the-way

0%

0%

80%

19

Seeker Select

Seekers

Hourly

During Delivery

0%

0%

75%

20

Seeker Select

Seekers

Hourly

On-the-way

0%

0%

75%

21

System Select

Seekers

Hourly

During Delivery

0%

0%

80%

22

System Select

Seekers

Hourly

On-the-way

0%

0%

80%

23

Seeker Select

Seekers

Fixed

During Delivery

25%

75%

80%

24

Seeker Select

Seekers

Fixed

On-the-way

25%

75%

80%

25

System Select

Seekers

Fixed

During Delivery

25%

75%

80%

26

System Select

Seekers

Fixed

On-the-way

30%

70%

75%