Refund Policy

This Refund Policy explains when and how money paid to Appliance Customer Poriseva, trading as Customer Solution 24x7, can be refunded. It applies to every service booked through this website, by phone, or over WhatsApp, and forms part of our Terms & Conditions.

1. What You Pay and When

• Advance booking amount: ₹0. No payment is taken at the time of booking.
• Visiting & diagnosis charge: ₹349. Payable when the technician attends your address and inspects the appliance. This is charged whether or not you choose to go ahead with the repair, because it pays for the technician’s travel and diagnostic time.
• Repair charge: quoted on-site. After the diagnosis, the technician gives you a price for parts and labour. You are free to accept or decline it. Work only starts once you accept.

2. Cancelling a Booking

• Before the technician is dispatched — free. Call or WhatsApp us on +91 91239 74121 and we will cancel the booking at no charge. Nothing is payable and nothing needs to be refunded.
• After the technician has reached your address. The ₹349 visiting charge becomes payable, as the visit has already been made.
• Cancelling an approved repair mid-way. If you stop the work after the technician has begun, you are liable for the visiting charge plus the cost of any spare part already fitted or specially ordered, and for the labour completed to that point.
• Cancellation by us. If we cancel or cannot attend — for example, no technician is available for your locality, or the required spare part cannot be sourced — you pay nothing, and any amount you have already paid for that booking is refunded in full.

3. When the Visiting Charge Is Refunded

The ₹349 visiting charge is refunded in full if:

• the technician did not actually attend the address, but the charge was collected;
• the technician arrived without the basic tools or skill needed for the appliance category you booked, and no diagnosis could be carried out;
• you were charged more than once for the same visit; or
• we cancelled the visit after collecting payment.

The visiting charge is not refundable where the technician attended and carried out a diagnosis, even if you decide not to proceed with the repair, and even if the appliance is found to be beyond economical repair. In that situation you still receive the diagnosis and our honest recommendation.

4. Refunds on Repair Charges

If a repair has been paid for and something has gone wrong, we deal with it in this order:

1. Re-service first. Every repair carries a 10-day service guarantee. If the same fault on the same appliance recurs within 10 days, we return and rectify it at no additional labour cost. This is the primary remedy.
2. Partial refund. If we are unable to rectify the fault on the return visit, we refund the labour component of the repair charge. The cost of any spare part already fitted and functioning is retained, or the part is removed and returned to you if you prefer.
3. Full refund. If the appliance is in a worse working condition than before our visit as a direct result of our work, and we cannot restore it, we refund the full amount you paid for that repair.

5. What Is Not Refundable

• The visiting and diagnosis charge, once a diagnosis has been carried out (see section 3).
• Spare parts that were specially ordered on your written or verbal approval and have been fitted, unless the part itself is defective.
• Faults that are different from, or unrelated to, the fault we originally repaired.
• Damage caused after our visit by misuse, voltage fluctuation, water ingress, pests, accident, relocation of the appliance, or work done by a third party.
• Appliances that were opened, tampered with or serviced by someone else after our repair.
• Consequential losses of any kind — for example spoiled food, lost income or hotel costs — which are excluded under our Terms & Conditions.

6. How to Request a Refund

Raise a refund request within 7 days of the payment date, by any of these routes:

• Phone or WhatsApp: +91 91239 74121
• Email: info@customersolution24x7.in
• Online: through our contact form

Please have ready: the name and phone number used for the booking, the date of the visit, the appliance and brand, the amount paid, the payment receipt or transaction reference, and a short description of the problem. Photographs or a short video of the appliance help us resolve it faster.

7. How Long a Refund Takes

• We acknowledge every refund request within 2 working days.
• We complete our assessment — which may include a second technician visit — within 7 working days of the request.
• Once a refund is approved, it is processed within 7 working days.
• Refunds are issued to the original payment method. UPI and bank transfers typically appear within 3 to 5 working days of processing, depending on your bank. Cash payments are refunded by UPI or bank transfer to an account in the paying customer’s name.

8. If You Are Not Satisfied With the Outcome

If you are unhappy with how a refund request was decided, write to info@customersolution24x7.in with the subject line “Refund Escalation”, quoting your booking details. The proprietor reviews escalated cases personally and responds within 10 working days. Any dispute that cannot be resolved this way is governed by the laws of West Bengal, India, as set out in our Terms & Conditions.

9. Changes to This Policy

We may update this Refund Policy from time to time. The version published on this page at the time of your booking is the version that applies to that booking. Material changes will be posted here with an updated “Last updated” date.

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