Refund Policy
Last updated: 19 August 2026
At Fix My Homs, we strive to provide a fair and transparent refund process. Please read this policy carefully to understand your rights.
1. Refund Eligibility
You may be eligible for a refund under the following circumstances:
- Service not delivered: The professional did not show up or cancelled after booking.
- Duplicate payment: You accidentally paid twice for the same booking.
- Technical error: Payment was debited but booking failed or was not confirmed.
- Partial service: Only part of the service was completed.
- Platform cancellation: Fix My Homs cancelled the booking for any reason.
- Wrong amount charged: You were charged more than the displayed price.
All refund requests must be raised within 7 days of the service date or payment date, whichever is later.
2. Full Refund Scenarios
100% Refund
You will receive a 100% refund in the following cases:
- Vendor No‑Show: The assigned professional fails to arrive at the scheduled time.
- Service Unavailable: The requested service is not available in your area or cannot be fulfilled.
- Platform Cancellation: Fix My Homs cancels the booking due to technical issues, fraud detection, or policy violations.
- Duplicate Payment: You paid twice for the same booking. The extra amount will be refunded.
- Wrong Amount Charged: You were charged more than the displayed price at checkout.
- Technical Failure: Payment was debited but booking was not confirmed due to gateway/bank error.
- Cancellation Before Assignment: You cancelled the booking before any professional was assigned.
3. Partial Refund Scenarios
Pro‑rata Refund
You may receive a partial refund in the following cases:
- Partial Service: The professional completed only a portion of the service (e.g., left early). The refund will be calculated on a pro‑rata basis based on the time spent versus the total service duration.
- Cancellation After Assignment (Before Arrival): If you cancel after a professional is assigned but before they arrive, you will receive a 50% refund of the service amount. The remaining 50% is retained as a cancellation fee.
- Quality Issues: If the service was not satisfactory but partially completed, we may offer a partial refund after reviewing the complaint.
Partial refunds are calculated based on the actual service delivered and are subject to review by our support team.
4. No Refund Scenarios
No Refund
A refund will not be provided in the following cases:
- Service Started: Once the service has commenced, no refund is issued. If you are unsatisfied, you may raise a complaint, but the payment remains non‑refundable.
- Professional Arrived: If the professional has arrived at your location and you cancel, no refund is given.
- Customer No‑Show: If you are not present at the scheduled time and location, no refund is issued.
- Change of Mind: If you cancel after the service has been confirmed and the professional is en route, refund is subject to the cancellation policy; after arrival, no refund.
- Abusive Behaviour: If you engage in abusive behaviour towards the professional, you may be disqualified from a refund.
5. Refund Processing Timeline
All approved refunds are processed using the following timeline:
- Initiation: Refunds are initiated within 24‑48 hours of approval.
- UPI / Wallet: Refunds to UPI or wallets are usually credited within 1‑2 business days.
- Debit / Credit Card: May take 5‑7 business days depending on your bank.
- Net Banking: May take 3‑5 business days.
If you do not receive your refund within the stated timeline, please contact our support team with your transaction ID and order details.
6. Customer – Refund Request Kaise Karein
Customers can request a refund through the Fix My Homs app or website by following these steps:
Step-by-Step Guide
- Login to your Fix My Homs account.
- Go to "My Bookings" section from the dashboard.
- Find the booking for which you want a refund.
- Click on "View Details" or the booking ID.
- Look for the "Cancel Booking / Request Refund" button.
- Select the reason for cancellation/refund from the dropdown.
- Add a short description explaining the issue (optional but recommended).
- If applicable, upload supporting documents (screenshots, photos, etc.).
- Click "Submit Request".
- You will receive a confirmation notification and an email with your request reference.
Note: You can also request a refund by contacting customer support directly via email or phone. However, using the in-app/website process is faster and recommended.
What happens after you submit?
Fix My Homs team will review your request within 24–48 hours. You will receive updates via email and the "My Bookings" section. You can track the status of your refund request there.
7. Admin – Refund Process (Fix My Homs Team)
Once a customer submits a refund request, the Fix My Homs support/admin team follows a standard procedure to review and process the refund.
Internal Refund Processing Steps
- Receive Request: Admin checks the refund request from the customer panel or support ticket system.
- Verify Booking Status: Verify the booking details – vendor assignment, service status, payment method, and timestamp.
- Check Eligibility: Determine refund eligibility based on this policy (e.g., before/after vendor assignment, vendor fault, etc.).
- Review Supporting Documents: If customer uploaded any evidence, review them for validation.
- Approval or Rejection:
- If eligible, approve the refund request.
- If not eligible, send a polite explanation to the customer.
- If incomplete info, request additional details.
- Initiate Refund via Payment Gateway:
- For Razorpay payments: Use Razorpay Dashboard or API to process a refund.
- For COD: No refund needed (not paid).
- For other gateways: Use respective dashboard.
- Update Booking Status: Mark the booking as "Refunded" or "Cancelled" and update the payment status accordingly.
- Notify Customer: Send an email/SMS notification to the customer confirming the refund initiation.
- Track Refund Completion: Monitor the refund transaction status in the gateway dashboard until completed.
- Close Ticket: Once refund is credited to the customer, close the support ticket with a resolution note.
Refund processing time: Typically 2–5 business days from approval, depending on the payment gateway and bank.
Admin Tools: Fix My Homs admin panel provides a dedicated "Refund Requests" section where all pending refunds are listed, with filters for status, date, and amount. Admins can process refunds directly from the panel using integrated Razorpay APIs.
8. Refund Method
Refunds are credited to the original payment method used for the booking:
- UPI / Wallet: Refunded to the same UPI ID or wallet account.
- Debit / Credit Card: Refunded to the same card.
- Net Banking: Refunded to the same bank account.
In case the original payment method is no longer active, please contact our support team to arrange an alternative refund method (e.g., bank transfer).
9. Contact for Refund Queries
If you have any questions about this Refund Policy or need assistance with a refund request, please reach out to us:
Our support team is available Mon‑Sat, 9 AM – 6 PM. We aim to respond to all refund queries within 2 hours.
This Refund Policy is effective as of 19 August 2026.
