Refund Policy

This Refund Policy outlines how refunds are processed for service bookings made through our platform. This policy works in direct alignment with our Cancellation Policy. Please read it carefully to understand your rights and our procedures. By booking a service through Fixhub, you agree to the terms outlined below.

1. Eligibility for a Full Refund (100% Refund)

You are entitled to a complete refund of any advance payment with zero penalties under the following circumstances:

• Timely Cancellation: You cancel or reschedule your booking more than 30 minutes before the scheduled service start time.
• Provider Delays: We change your scheduled service time slot by more than 30 minutes due to provider delays or emergencies, and you choose to cancel.
• Force Majeure: The service cannot be completed due to uncontrollable events like extreme weather, natural disasters, road blockades, or local government restrictions.

2. Partial Refunds & Deductions

If a cancellation falls outside the free window, applicable fees will be deducted from your advance payment before a refund is issued:

• Late Cancellation (Less than 30 minutes): The standard Late Cancellation Fee of ₹100/- will be deducted, and the remaining balance will be refunded to you.
• On-Site Cancellation / No-Show: If you cancel on the spot after the professional arrives, or fail to respond within 15 minutes of arrival, the base visiting/inspection charge of ₹100/- will be deducted, and the remaining balance will be refunded.

Note on Non-Refundable Cases: No refund will be issued if a service professional cancels on the spot due to an unsafe working environment, abusive behavior, or a violation of our Terms of Service.

3. Post-Service Issues (Dissatisfaction or Damage)

·         Quality Issues: If you are highly dissatisfied with a service (e.g., a salon service was incomplete, or an electrical/RO repair failed immediately after), you must report it within 24 hours of completion. We will send a senior professional for a free re-inspection. If the issue is verified as a fault of our provider, a partial or full refund may be issued.

·         Overcharging: If you were charged more than the official invoice amount displayed on the Fixhub (or approved extra labor/parts), the excess amount will be refunded.

·         Unused Materials: If you prepaid for spare parts (like an RO filter or plumbing valve) but the professional did not need to install them, the cost of the unused parts will be fully refunded.

4. Refund Processing Timeframe

Once a refund is approved and initiated on our platform, the amount will be credited back to your original payment method (UPI, Bank Account, Credit/Debit Card, or Wallet).

• Initiation: Instantly upon cancellation confirmation in the app.
• Settlement Time: It typically takes 5 to 7 working days for the amount to reflect in your account, depending on your bank's processing cycle.

5. Failed/Duplicate Transactions

If money was deducted from your account due to a technical error or duplicate transaction without a booking confirmation, the amount is usually automatically reversed by your bank. If it is not resolved within 48 hours, please contact our support team with your transaction details, and we will resolve it immediately.

6. Key Things to Keep in Mind:

• App Transparency: Just like cancellations, the exact refund amount and any deductions (like the ₹100 fee) will be clearly displayed on the app screen before you confirm your cancellation.
• Wallet Option: You might also want to offer customers the choice to take their refund as App Wallet Balance instantly, which bypasses the 5–7 day bank waiting time.

Dispute Resolution

If you feel your refund request was wrongly denied, you can write directly to our Customer Grievance Team at suport@sugatiaquasolution.com with your Booking ID and evidence (such as photos of a faulty repair or a poor salon job). Our team will review the dispute and provide a final resolution within 48 hours.