1. Overview
At Palei AC Service, we are committed to your complete satisfaction. This policy explains when and how refunds are issued for services booked through our platform. We believe in keeping things simple and fair — if we didn't deliver, you shouldn't pay.
2. Refund Eligibility
You are eligible for a full refund in the following situations: (a) You cancel your booking more than 2 hours before the scheduled visit. (b) Our technician does not arrive within 60 minutes of the scheduled slot without prior notice from our team. (c) The service was not completed due to reasons attributable to our technician (e.g. lack of tools, skills, or parts required for the job). (d) You paid for a service that was not performed. (e) Duplicate charges — if your payment was processed more than once for the same booking.
3. Non-Refundable Situations
Refunds will not be issued in the following situations: (a) The service was completed successfully and the same fault re-occurs after 30 days. (b) The issue recurrence is due to user misuse, mishandling, power surge, or unrelated damage. (c) You cancel within 2 hours of the scheduled visit — in such cases a ₹99 convenience fee is applicable. (d) You were not present at the address at the time of the visit (no-show) — this is treated as a late cancellation. (e) The complaint relates to cosmetic or pre-existing damage that was not reported before work began. (f) Spare parts that were ordered and delivered at your request cannot be returned or refunded.
4. Warranty-Based Re-Service
Our 30-day service warranty means: if the same issue recurs within 30 days of the original service and is attributable to our work, we will dispatch a technician to fix it at zero additional cost. This is not a refund — it is a free re-service. To raise a warranty claim, contact our support team with your original booking number within the 30-day window. We will schedule the re-visit within 48 hours of your request.
5. How to Request a Refund
To request a refund: (1) Contact our support team via email (support@paleiacservice.com) or phone (9437739550) within 7 days of the service date. (2) Provide your booking number, the issue you experienced, and any supporting evidence (e.g. photos, descriptions). (3) Our team will review your request within 3 business days and respond with a decision. (4) If approved, the refund will be processed to your original payment method within 5–7 business days (UPI and debit/credit card refunds are subject to bank processing times). Cash payments will be refunded in cash by our operations team.
6. Partial Refunds
In some situations, a partial refund may be appropriate — for example, if a visit was partially completed (diagnosis was done but repair could not proceed due to part unavailability). In such cases, our team will contact you to agree on a fair partial refund or a discounted re-visit price. We aim to resolve all disputes fairly and without escalation.
7. Disputes
If you are unhappy with a refund decision, you may escalate the matter to our management team by emailing support@paleiacservice.com with the subject line "Refund Escalation". A senior team member will review your case independently and respond within 5 business days. We are committed to resolving all disputes amicably. If a resolution cannot be reached, the dispute will be handled under our Terms of Service arbitration clause.
8. Refund Timeline Summary
UPI / Bank Transfer: 3–5 business days after approval. Credit/Debit Card: 5–7 business days after approval (depends on your card issuer). Cash: Returned in-person by our operations team within 2 business days. Wallet / Prepaid Payment: 2–3 business days. Note: These are processing times after our approval — the actual credit to your account depends on your bank or payment provider.
9. Contact for Refunds
Refund requests and queries: Email: support@paleiacservice.com | Phone: 9437739550 | Support hours: Monday–Saturday, 8 AM – 8 PM. Please have your booking number ready when you contact us — this helps us resolve your query faster.
We stand behind our work
Palei AC Service is built on trust. If you are ever unsatisfied, please reach out — we will make it right. A fair resolution is always our goal.