Terms and Conditions

1. Acceptance of Terms

By accessing or booking any service through REFIXEL (website, mobile application, or telephone desk), you agree to be bound by these Terms and Conditions and our Privacy Policy. If you disagree with any part of these terms, please refrain from using our platform.

2. Service Marketplace & Partner Roles

REFIXEL operates as a managed technology platform facilitating connection between end customers and independent, background-verified technicians and service contractors. While REFIXEL enforces strict quality benchmarks, checklists, and dispute resolution, technicians operate as independent professionals.

3. Booking, Pricing & Quotations

All service prices displayed on our catalogue reflect base starting estimates. Final pricing may vary depending on the accurate square footage, condition of premises, and any additional specialized consumable materials requested on-site. All additional tasks require explicit customer approval before commencement.

4. Cancellation & Rescheduling

Customers may reschedule or cancel bookings up to 2 hours prior to the scheduled slot without penalty for a 100% full refund. Cancellations made less than 2 hours before the scheduled arrival slot, or doorstep denial of access, are subject to a nominal deduction of Rs. 50 from the paid amount to cover technician reservation and dispatch costs, with the remaining balance refunded.

5. Customer Obligations & Safety

The customer agrees to provide safe, unimpeded access to the service area, electricity, and continuous running water necessary for high-pressure machine operation. Cash, gold, high-value jewelry, and confidential documents must be secured in locked cabinets prior to the technician's arrival.

6. Limitation of Liability

REFIXEL maintains comprehensive incident assistance protocols. Any damage claims must be reported within 24 hours of job completion with photographic proof. Liability is strictly limited to the total service value paid for the specific booking. Nothing in these Terms limits your rights under applicable consumer protection law.

7. Governing Law & Jurisdiction

These terms are governed by the laws of the Republic of India. Courts situated in Kashipur, Uttarakhand have exclusive jurisdiction over any disputes arising under or related to these terms. This does not affect any right you have under applicable consumer protection law to approach a consumer forum.

8. Booking Confirmation & Pre-Booking Amount

A booking is confirmed only when you receive a confirmation on SMS, WhatsApp or email. The Rs. 50 pre-booking amount secures your slot and is adjusted against the final bill. It is 100% refundable if you cancel at least 2 hours before the scheduled slot, or if REFIXEL cancels or cannot assign a technician. If cancelled less than 2 hours before the slot, or if you are unavailable or deny access at the time of service, the Rs. 50 deduction applies and the remaining amount is refunded.

9. Payments & Invoices

Payments can be made via UPI, cards, net banking or cash to the technician, as shown at checkout. A GST invoice is issued for every completed service. Pay only the amount shown in your REFIXEL booking or invoice. Do not pay technicians any extra "approval" or off-platform charges, and please report any such demand to us.

10. Additional Work & Revised Quotes

If the technician finds work beyond the booked scope, a revised quote will be shown to you. Additional work starts only after you approve it. If you decline, you pay only for the work already done and any applicable visit or inspection charge.

11. Pre-Existing Condition & Inspection

Our technician may inspect the area before starting and note its existing condition (such as stains, cracks, loose fittings, old wiring or prior damage). REFIXEL is not responsible for damage that existed before the service, or for items that are already worn, fragile or unsafe.

12. Service Warranty: Scope & Exclusions

The REFIXEL Service Guarantee covers re-work of the same issue within the warranty period stated on your invoice or booking: [FILL: warranty period, e.g. 30 days]. It does not cover damage caused by misuse, accidents, power surges, new sources of water or pest entry, work done by anyone else after our service, normal wear and tear, or areas and parts not included in the booking. Spare parts supplied by manufacturers carry the manufacturer's warranty.

13. Spare Parts & Materials

Where parts or materials are supplied by REFIXEL, their price is shown before purchase. Old parts removed during service are handed back on request at the time of service.

14. Delays, Reassignment & Events Beyond Our Control

Arrival times are estimates. We may reassign or reschedule a booking due to traffic, weather, technician emergency or events beyond our control (such as floods, strikes, curfews or power or network outages). In such cases we will inform you and offer a new slot or a full refund of the amount paid for that booking.

15. Customer Conduct & Technician Safety

Our technicians may stop work and leave if they face abuse, harassment, threats, unsafe premises (such as exposed wiring or unsafe heights) or a request to do work that is unsafe or unlawful. A visit fee may apply in such cases. Abusive conduct may lead to suspension of your account.

16. Photos & Videos of Work

Technicians may take before/after photos for quality records and dispute resolution. We will not use photos that show your face, home identifiers or valuables for marketing without your consent.

17. Account Security & Verification

You are responsible for keeping your OTP and password confidential. Do not share OTPs with anyone, including anyone claiming to be from REFIXEL. We never ask for your OTP or card details over a call.

18. Prohibited Use & Fraud

You may not provide false details, make fake bookings, misuse offers or coupons, or arrange services with our technicians outside the platform to avoid fees. We may cancel such bookings and suspend accounts.

19. Offers & Coupons

Offers (such as festival discounts) are for a limited period, may carry conditions, are not transferable and cannot be exchanged for cash. REFIXEL may modify or withdraw an offer at any time without affecting confirmed bookings.

20. Communications Consent

By booking, you agree to receive service-related messages by SMS, WhatsApp, email and calls. Promotional messages are sent only with your consent, and you can opt out at any time.

21. Complaints & Dispute Resolution

Please write to our support team first at contact@refixel.com. We will acknowledge your complaint within 48 hours and aim to resolve it within 7 days. If it remains unresolved, you may escalate to our Grievance Officer (see the Privacy Policy). This does not affect your right to approach a consumer forum or court.

22. Changes to Terms; Severability

We may update these Terms from time to time. The updated version applies to bookings made after the "Last Updated" date. If any clause is held unenforceable, the remaining clauses stay in force.