Cancellation Policy

Why We Have This Policy

Our service model requires careful scheduling of technicians, parts inventory management, and route optimization. When an appointment is scheduled, we:

• Reserve a dedicated time slot in our technician's schedule
• Allocate necessary parts and tools for your specific repair
• Turn away other customers for that time period
• Plan efficient travel routes to minimize costs and environmental impact

Appointment Rescheduling Options

While we do not allow cancellations, we understand that circumstances may change. We offer the following rescheduling options:

No-Show Policy

If our technician arrives at the scheduled time and location and you are not available:

• The full diagnostic fee of NPR 500 will be charged
• Future service will require prepayment of diagnostic fee
• We will wait for a maximum of 30 minutes before leaving

When Refunds Are Provided

• Service Not Performed: If we are unable to perform the service due to our limitations (parts unavailable, technical constraints)
• Warranty Claims: If a repair fails within the 90-day warranty period and cannot be fixed
• Overpayment: If you have been charged more than the agreed estimate
• Service Error: If we repair the wrong issue or cause damage during service

When Refunds Are Not Provided

• Completed repairs that were performed as agreed
• Diagnostic fees for appointments where the technician performed diagnosis
• Parts ordered specifically for your repair that cannot be returned
• Appliance conditions that prevent complete repair (age, previous damage, etc.)
• Customer change of mind after repair is completed

Refund Process

1. Request Submission: Submit refund request via email or in person within 7 days of service
2. Review Period: We review the request within 3 business days
3. Inspection: If needed, we may inspect the appliance to verify the issue
4. Decision: We notify you of our decision within 5 business days
5. Processing: Approved refunds are processed within 7-10 business days

Refund Methods

Refunds are issued using the original payment method whenever possible:

• Cash payments: Cash refund at our service center
• Digital payments: Refund to original eSewa/Khalti account
• Bank transfers: Refund to originating bank account
• Card payments: Refund to original card (may take 5-10 business days to appear)

Pre-Service Support

• Free Consultation: Phone or in-person advice before booking
• Appointment Scheduling: Assistance finding convenient time slots
• Service Information: Detailed explanations of repair processes
• Price Estimates: Transparent cost breakdowns before service

During Service Support

• Technician Communication: Direct access to technician during service
• Progress Updates: Regular updates on repair status
• Decision Support: Guidance on repair vs. replacement decisions
• Quality Assurance: Supervisor available for complex issues

Post-Service Support

• Follow-up Calls: Check-in after service to ensure satisfaction
• Warranty Support: Assistance with warranty claims and issues
• Technical Advice: Guidance on appliance maintenance and care
• Future Service Planning: Help scheduling maintenance services

Support Channels & Hours

Dispute Resolution Process

1. Direct Discussion: First, discuss the issue directly with the technician or service manager
2. Formal Complaint: If unresolved, submit a formal complaint via email or in writing
3. Management Review: Our management team reviews within 3 business days
4. Resolution Proposal: We propose a resolution within 5 business days
5. Implementation: If accepted, we implement the resolution immediately

Types of Disputes We Address

• Service quality disputes - Issues with repair workmanship
• Billing disputes - Concerns about charges or fees
• Scheduling disputes - Issues with appointment times or delays
• Warranty disputes - Disagreements about warranty coverage
• Communication disputes - Concerns about technician behavior or communication

Escalation Process

If you are not satisfied with our proposed resolution:

• Level 1: Service Manager review
• Level 2: Owner/Proprietor review
• Level 3: Mediation through local consumer forum
• Level 4: Legal proceedings as last resort

Dispute Resolution Timeline

How Agreement is Established

Your agreement to this policy is established through any of the following actions:

• Scheduling a service appointment via phone, email, or in-person
• Providing your contact information for service booking
• Confirming an appointment time with our staff
• Allowing our technician to begin diagnosis or repair work
• Making any payment for our services

Policy Updates

We reserve the right to update or modify this Cancellation Policy at any time without prior notice. The "Last Updated" date at the top of this page indicates when the policy was last revised.

Continuing to use our services after any changes to this policy constitutes your acceptance of those changes. We recommend reviewing this policy periodically for updates.

Policy Integration

This Cancellation Policy operates alongside our other legal documents:

• Terms & Conditions - Comprehensive service terms
• Privacy Policy - Data protection and privacy practices
• Legal Disclaimer - Liability limitations and legal notices

In the event of any conflict between these documents, the specific terms of each document will govern for their respective subject matters.