Refund & Cancellation Policy
Last updated: April 26, 2026
This Policy explains when refunds are issued, how much, and how long they take. It applies to all bookings made through FixGrid by both Customers and Engineers.
1. Cancellation by Customer
| Stage | Charge |
|---|---|
| Before any Engineer accepts the job | Free — no charge, full refund of any pre-paid amount |
| After Engineer accepts but before they leave for the location | Free in most cases. May charge ₹50 administrative fee if cancelled within 30 minutes of agreed slot. |
| After Engineer is on the way | Visit charge applies (base + per-km as set in admin). Pre-paid amounts above this are refunded. |
| After Engineer has arrived at the location | Full visit charge applies. Pre-paid amounts above this are refunded. |
| After work has begun | Visit charge + actual labour and parts cost incurred. The Engineer's quotation, if accepted, is binding for the work already completed. |
2. Cancellation by Engineer
If an Engineer cancels after accepting:
- Customer: the booking is automatically re-broadcast to other Engineers. No charges are levied. If the Customer chooses not to re-book, any pre-paid amount is refunded in full.
- Engineer: their quality rating is reduced. Repeated cancellations (≥3 in 30 days) may result in account suspension.
3. Cancellation by FixGrid
If we cancel the booking due to system error, force majeure, or policy violation:
- Any pre-paid amount is refunded in full
- Refund is processed within 5 working days
- If the cancellation was due to your breach of Terms, the visit charge or partial fee may still apply at our discretion
4. Refund for Quality Disputes
If you are dissatisfied with the quality of service:
- Raise a dispute within 72 hours of job completion via the app's "Disputes" section
- Our support team reviews evidence (photos, chat logs, ratings) within 5 working days
- Possible outcomes: full refund, partial refund (50%, 25%), free re-visit by another Engineer, or claim rejected
- Approved refunds are processed within 5 working days from the decision date
5. Refund Method & Timeline
Refunds are returned to the original payment method:
| Original payment method | Refund timeline (after approval) |
|---|---|
| UPI | 1–3 working days |
| Debit / Credit card | 5–7 working days (subject to card-issuer policy) |
| Net banking | 3–5 working days |
| Wallets (Paytm, PhonePe, etc.) | 1–2 working days |
| Cash | Refunded as FixGrid wallet credit, redeemable on next booking |
Banking timelines beyond our control (intermediary delays, card network reversals) may extend these durations. We are not liable for such delays but will provide refund reference numbers on request.
6. Non-Refundable Charges
The following are not refundable:
- Visit charges once the Engineer has reached the location, unless the Engineer's misconduct is established
- Cost of consumables already used (cleaning materials, sealants, etc.)
- Government taxes (currently NIL, but applicable in future)
- Convenience fees charged by Razorpay (typically 0–2%) where the cancellation is initiated by you
7. How to Request a Refund
The fastest path is in-app:
- Open the FixGrid Customer app → My Jobs → select the relevant job → tap "Raise Dispute"
- Choose the reason and upload photos / evidence
- Our team responds within 24 hours and resolves within 5 working days
For escalations, email support@fixgrid.in with your job number, registered phone, and a description of the issue.
8. Contact
FixGrid
Email: support@fixgrid.in
Phone: +917982733201
Response time: within 24 hours on working days