Cancellation and refunds,without the small print.

1. What you might pay for

• Repairs under warranty — covered by the manufacturer under its warranty terms. The authorised service centre decides whether a fault is covered.
• Repairs outside warranty, parts not covered, installation, uninstallation or a visit charge — these may be chargeable. The amount is told to you before any work starts, and nothing chargeable is done without your agreement.

Where a payment is taken through the app, it is processed securely by Razorpay. Where you pay the authorised service centre directly, that payment, its receipt and any refund of it are handled by the service centre, though we will help you raise it with them.

2. Cancelling a booking

• You can cancel a repair, installation or uninstallation request from the app while it is still open: open the request and tap Cancel. The option is shown for as long as the request can still be cancelled.
• If the option is no longer shown — for example, because a technician is already on the way — email muhaimeen@mscare.in with the request reference and we will do our best to stop it.
• Cancelling before a visit takes place costs nothing.
• If you cancel after a technician has already attended, the service centre may apply a visit or inspection charge. If it does, you will be told the amount before you are asked to pay it.

We may cancel a booking if the service centre cannot attend your area, if the appliance or the details given are not genuine, or if the booking breaks our terms of service. If you had paid anything through the app for a booking we cancel, it is refunded in full.

3. When you get a refund

For a payment made through the app, we refund it in full when:

• the booking is cancelled before the visit takes place;
• the visit you paid for does not happen and is not rescheduled with your agreement;
• you were charged for work that is confirmed to be covered by the manufacturer’s warranty;
• you were charged twice for the same thing; or
• your account was debited but the payment failed or was not confirmed.

If a repair fails again for the same fault, the service centre’s warranty on its work and on the parts it fitted applies. Tell us and we will book the repeat visit with them.

4. What is not refundable

• Work that has been completed and that you accepted, other than as described above.
• A visit or inspection charge that you agreed to and that was carried out.
• Any payment obtained through a false bill, a misdescribed fault or another fraudulent claim.

5. How refunds are paid

• Refunds go back to the original payment method, through Razorpay. We cannot send them elsewhere.
• We start an approved refund within 7 working days of approving it.
• Your bank or card issuer then usually takes 5 to 7 working days to show it in your account.
• A failed or unconfirmed payment is normally reversed automatically by your bank. If it has not come back within the time your bank states, write to us with the transaction reference.

6. How to ask for a refund

Email muhaimeen@mscare.in from the email address on your account, with the request reference, the date and amount of the payment and the Razorpay transaction reference if you have it. We acknowledge refund requests within 2 working days and tell you the outcome and the reason for it.

7. If you are not satisfied

Contact our Grievance Officer, Muhaimeen, at muhaimeen@mscare.in. We resolve complaints within one month of receiving them. Your rights under the Consumer Protection Act, 2019 are not affected by this policy.

8. Contact

MS CARE, Ranebennur, Haveri district, Karnataka 581115, India
Email: muhaimeen@mscare.in