Refund, Cancellation, Visit Charge and No-Show Policy

Last Updated: 23 May 2026

This Policy explains when fees are charged, when they are refunded, and what happens if a Booking is cancelled, rescheduled, or missed. It is part of, and must be read with, our Terms of Service.

2. Definitions

Defined terms used in this Policy have the meanings given to them in the Terms of Service.

3. Visit Fee

3.1. The Visit Fee covers the Technician's travel, kit setup, and the minimum inspection of the Device. The current Visit Fee is ₹0 - i.e., free. As a small business, no GST is added.

3.2. Current free-visit promise. While the Visit Fee remains at ₹0, the doorstep visit itself is always free, regardless of whether the Service proceeds to a paid repair on the same visit.

3.3. Reservation of right. The Company reserves the right to introduce or revise the Visit Fee in the future with prior notice on the website and at the time of Booking. The fee in effect at the time of Booking applies to that Booking. Where a future Visit Fee is in force, it will apply where:

3.3.1. The Customer cancels less than two (2) hours before the start of the visit window;

3.3.2. The Customer is not present at the address during the visit window or is unreachable for more than fifteen (15) minutes after the Technician's arrival;

3.3.3. The Device tendered is materially different from the Device described at Booking (different model, different ownership);

3.3.4. The Customer declines the Service after the Technician arrives, before any internal inspection;

3.3.5. The Service cannot proceed for reasons attributable to the Customer (no working surface, safety concerns, unauthorised location).

4. Diagnostic Fee

4.1. The Diagnostic Fee covers internal inspection, identification of hidden damage, and reassembly. The current Diagnostic Fee is ₹0 - i.e., free. As a small business, no GST is added.

4.2. Current free-diagnostic promise. While the Diagnostic Fee remains at ₹0, you may have the Device opened and inspected without any charge, even if you choose not to proceed with the repair.

4.3. Reservation of right. The Company reserves the right to introduce or revise the Diagnostic Fee in the future with prior notice on the website and at the time of Booking. Where a future Diagnostic Fee is in force, it will apply where:

4.3.1. The Device is opened or internally inspected, but no repair is carried out, whether by Customer election or because the Device cannot be economically repaired;

4.3.2. The Customer exercises the Discovery During Service election under clause 9 of the Terms of Service (clause 6.4 of the Extended Warranty Policy) and elects not to proceed;

4.3.3. The internal inspection reveals motherboard or chip-level damage, prior unauthorised repair, internal liquid corrosion, swollen battery, bent frame, or any other condition that materially affects the viability of the requested repair, and the Customer elects not to proceed.

4.4. Reassembly. Where the Device is opened and the Customer elects not to proceed, the Device is reassembled to the extent reasonably possible. Where a Part is found to be irreversibly damaged during disassembly attributable to its pre-existing condition (for example, a glued-down display that fractures on removal of an already-cracked screen), the Company is not responsible for the cost of replacing such Part if the Customer elects not to proceed.

5. Repair charges and payment

5.1. Quote. A Quote will be communicated before the Service starts. Quotes are valid for forty-eight (48) hours.

5.2. Revised Quote. If hidden damage is discovered on opening the Device, a Revised Quote will be presented. The Customer may accept the Revised Quote and proceed, or decline and walk away at no charge while the Diagnostic Fee remains ₹0.

5.3. When payment is due. Repair charges are payable on completion of the Service, before the Tamper Seal is applied and the Device is handed back. The Customer must complete the Post-Service Acceptance before payment is taken.

5.4. Accepted modes. UPI, debit card, credit card, and cash.

5.5. Service receipt. A service receipt is issued for every paid Service and emailed or sent on WhatsApp to the Customer's registered contact. The Company is currently a small business and is not registered for GST, so the receipt is a regular service receipt (not a GST tax invoice).

6. Cancellation and rescheduling

6.1. Free cancellation. Cancellations and rescheduling requests made more than two (2) hours before the start of the visit window are always free of charge.

6.2. Late cancellation. While the Visit Fee remains at ₹0, late cancellations within two (2) hours of the visit window do not attract a charge. The Customer is, however, requested to give the Company as much notice as possible so that another customer can be served in the slot. Repeat late cancellations may, at the Company's discretion, lead to deprioritisation of future Bookings.

6.3. How to cancel. Cancellation requests must be made through the same Channel used for Booking, or by calling +91 96060 72062 and quoting the Booking reference.

6.4. Rescheduling. A Booking may be rescheduled free of charge.

7. No-show by Customer

7.1. If the Customer is not present at the confirmed address during the visit window, the Technician will wait up to fifteen (15) minutes and attempt to reach the Customer on the registered contact number.

7.2. If the Customer is still not reachable, the visit is treated as a no-show. While the Visit Fee remains at ₹0, no fee is charged, but the Booking is considered cancelled. The Customer may re-book. Repeat no-shows may, at the Company's discretion, lead to deprioritisation of future Bookings.

8. Cancellation by the Company

8.1. The Company may cancel or refuse a Booking, refund any amounts collected in advance, and decline to proceed where:

8.1.1. The Device is reported stolen, blocked on the CEIR portal, or has an inconsistent IMEI;

8.1.2. The Device has been previously tampered with, opened by a third party, or shows signs of prior unauthorised repair;

8.1.3. The Device or environment poses a safety risk to the Technician;

8.1.4. The Customer is abusive or threatening, or behaves in a manner that prevents safe completion of the Service;

8.1.5. The Service is outside the Company's scope or operating area;

8.1.6. Parts of the required grade are not available within a reasonable time.

8.2. Where the Company cancels under clause 8.1, no Visit Fee is charged.

9. Refunds

9.1. Pre-Service refunds. Any amount collected in advance is refunded to the original payment method within seven (7) working days where:

9.1.1. The Customer cancels in the free cancellation window;

9.1.2. The Company cancels under clause 8.1.

9.2. Post-Service refunds. No cash refund is provided once the Post-Service Acceptance is signed. Where a defect arises during the Extended Warranty period, the remedy is repair or replacement under the Extended Warranty Policy.

9.3. Refund mode. Refunds are processed to the original payment method. Cash payments are refunded by UPI to the Customer's verified account or by cash at the Shop, at the Customer's choice.

9.4. Disputed charges. If you believe a charge has been made in error, contact us within seven (7) days of the charge so we can investigate.

10. Walk-in Service at the Shop

10.1. For walk-in Services at the Shop, no Visit Fee applies. The Diagnostic Fee position is the same as in clause 4.

11. Changes to fees

11.1. The Visit Fee and Diagnostic Fee may change from time to time. The fees in effect at the time of Booking apply to that Booking. Current fees (currently both ₹0) are published on the Company's website and confirmed at Booking.

12. Customer rights under law

12.1. Nothing in this Policy limits or excludes any rights the Customer has under the Consumer Protection Act, 2019, the Sale of Goods Act, 1930, or any other applicable law.

13. Contact

For cancellations, rescheduling, refunds, or any related question:

• DoorFix Mobile
• Email: doorfixmobile@gmail.com
• Phone: +91 96060 72062
• Website: https://doorfixmobile.com