Refund and Cancellation Policy

Last Updated: December 2024

At Nova Peyton, we strive to provide excellent service and customer satisfaction. This Refund and Cancellation Policy outlines our procedures for handling service cancellations and refunds.

1. Service Cancellation Policy

1.1 Pre-Service Cancellation

You may cancel your service request before work begins under the following conditions:

• 24+ hours notice: Full refund of any advance payment
• 12-24 hours notice: 90% refund of advance payment
• Less than 12 hours notice: 75% refund of advance payment
• Same-day cancellation: 50% refund of advance payment

1.2 Mid-Service Cancellation

If you need to cancel services after work has begun:

• You will be charged for work completed and materials used
• Remaining advance payment will be refunded
• Any materials ordered specifically for your project may incur charges
• We will provide a detailed breakdown of charges

1.3 Emergency Service Cancellation

Emergency services have special cancellation terms:

• Once our technician is dispatched, cancellation is not possible
• Emergency service calls are non-refundable
• If the emergency is resolved before our arrival, a dispatch fee may apply

2. Refund Policy

2.1 Refund Eligibility

Refunds may be issued in the following circumstances:

• Service cancellation as per our cancellation policy
• Unsatisfactory work quality (subject to inspection and verification)
• Failure to meet agreed-upon specifications
• Overcharging or billing errors
• Service not delivered due to our fault

2.2 Refund Process

To request a refund:

1. Contact us within 7 days of service completion
2. Provide your service reference number
3. Explain the reason for the refund request
4. Allow 3-5 business days for review
5. Refunds will be processed within 7-10 business days after approval

2.3 Refund Methods

Refunds will be processed using the same method as the original payment:

• Cash payments: Cash refund or bank transfer
• Bank transfers: Direct bank transfer
• UPI payments: UPI refund
• Card payments: Credit to original card (may take 5-7 business days)

3. Non-Refundable Services

The following services are generally non-refundable:

• Emergency service calls and dispatch fees
• Consultation fees (if service is not booked)
• Materials that have been custom-ordered or installed
• Services completed more than 30 days ago
• Services where client has signed off on completion
• Warranty work (covered under separate warranty terms)

4. Quality Issues and Disputes

4.1 Work Quality Concerns

If you are not satisfied with the quality of work:

• Contact us immediately to report the issue
• We will inspect the work within 48 hours
• If the issue is valid, we will rectify it at no additional cost
• If rectification is not possible, a partial or full refund may be issued

4.2 Dispute Resolution

For disputes regarding charges or service quality:

• We encourage direct communication to resolve issues
• Documentation and photos may be required
• Third-party inspection may be arranged if needed
• We are committed to fair resolution of all disputes

5. Rescheduling Policy

5.1 Free Rescheduling

You may reschedule your service appointment free of charge if:

• Request is made 24+ hours in advance
• Rescheduling is due to weather conditions
• Rescheduling is due to our operational issues
• Emergency situations (with valid documentation)

5.2 Rescheduling Fees

Rescheduling fees may apply in the following cases:

• Less than 24 hours notice: ₹500 fee
• Same-day rescheduling: ₹1000 fee
• Multiple reschedules: ₹500 per additional reschedule
• No-show appointments: Full service charge

6. Warranty and Guarantee

6.1 Workmanship Guarantee

Our workmanship is guaranteed for 1 year from completion date:

• Defects in workmanship will be repaired at no cost
• Warranty covers only the specific work performed
• Warranty does not cover normal wear and tear
• Warranty is void if work is modified by others

6.2 Material Warranty

Materials we supply are covered by manufacturer warranties:

• We will assist with warranty claims
• Replacement materials will be provided if covered under warranty
• Labor charges may apply for warranty replacements

7. Special Circumstances

7.1 Weather-Related Cancellations

Services may be cancelled or rescheduled due to weather conditions:

• No cancellation fees for weather-related issues
• Services will be rescheduled at the earliest available time
• Safety is our top priority in adverse weather

7.2 Force Majeure Events

In case of events beyond our control (natural disasters, government restrictions, etc.):

• Services may be cancelled without penalty
• Advance payments will be fully refunded
• Services will be rescheduled when conditions permit

8. Payment Processing

8.1 Refund Processing Time

• Approved refunds: 7-10 business days
• Bank transfers: 3-5 business days
• Card refunds: 5-7 business days (depending on bank)
• UPI refunds: 1-2 business days

8.2 Refund Confirmation

We will provide confirmation of refund processing:

• Email confirmation with transaction details
• SMS notification (if mobile number provided)
• Refund reference number for tracking

9. Contact Information for Refunds

To request a refund or discuss cancellation:

10. Important Notes

• All refund requests must be made in writing (email or written communication)
• Refund amounts will be calculated based on work completed and materials used
• We reserve the right to inspect work before processing refunds
• This policy is subject to change with 30 days notice
• Disputes will be resolved through our standard dispute resolution process

11. Customer Satisfaction Commitment

At Nova Peyton, customer satisfaction is our priority. We are committed to:

• Providing high-quality electrical and electronic services
• Resolving any issues promptly and fairly
• Maintaining transparent communication throughout the process
• Ensuring all refunds and cancellations are handled professionally

12. Policy Updates

This Refund and Cancellation Policy may be updated from time to time. Changes will be posted on our website and will be effective immediately. Continued use of our services constitutes acceptance of the updated policy.