Last updated: January 1, 2024 | Effective: January 1, 2024
1. Overview
At Nilawar Services, we understand that plans change. This Cancellation and Refund Policy outlines the conditions under which bookings can be cancelled or rescheduled, and how refunds are processed when applicable.
2. Cancellation by the Customer
2.1 Scheduled Services
For services booked in advance (scheduled services), customers are allowed to cancel or reschedule the booking at least 90 minutes before the scheduled service time without any cancellation fee.
- Cancellation more than 90 minutes before scheduled time: Full refund if payment was made online. No charge for cash-on-delivery bookings.
- Cancellation within 90 minutes of scheduled time: A cancellation fee of up to 20% of the service charge may apply to cover the service professional's time and travel.
2.2 On-Demand Services
For on-demand service bookings where a professional is immediately dispatched, customers can cancel within 30 minutes of the job being accepted without any charge. Cancellation after 30 minutes may attract a nominal cancellation fee.
3. Rescheduling
Customers may reschedule a service booking without any charge provided the request is made at least 90 minutes before the scheduled time. Rescheduled appointments are subject to professional availability. Multiple rescheduling requests for the same booking may be subject to the cancellation policy.
4. Cancellation by Nilawar Services
In rare circumstances, we may need to cancel a booking due to:
- Non-availability of a qualified service professional in your area
- Extreme weather or unforeseen circumstances
- Technical issues on the platform
In such cases, you will be notified as early as possible and offered a full refund or a rescheduled appointment at no additional cost.
5. No-Show Policy
If a service professional arrives at the service location and the customer is unavailable or unresponsive:
- The professional will wait up to 15 minutes and attempt contact
- If the customer remains unreachable, the booking will be marked as a no-show
- A no-show charge equivalent to the platform's visit fee may be applied
- A rescheduling option will be offered at the standard booking rate
6. Refund Policy
6.1 Eligibility for Refund
Refunds are applicable in the following scenarios:
- Customer cancellation within the allowed window (as described above)
- Service cancelled by Nilawar Services
- Service not delivered as described or service deficiency confirmed by our quality team
- Duplicate payment or payment processing error
6.2 Non-Refundable Situations
Refunds will not be processed in the following situations:
- Service has been fully completed as requested
- Cancellation after the allowed cancellation window
- Spare parts purchased specifically for the service have already been procured
- Customer no-show without prior notice
6.3 Refund Processing
- Refunds for online payments will be credited to the original payment source within 5–7 business days
- Cash payments will be refunded via bank transfer or UPI within 7–10 business days
- Refund requests must be raised within 48 hours of the service date
7. Service Quality Disputes
If you are unsatisfied with a service due to workmanship or unresolved issues:
- Contact us within 48 hours of service completion
- Our team will review your complaint and assign a senior technician for inspection
- If the issue is found to be related to the original service, a re-service will be performed at no charge under warranty
- If re-service is not possible, a partial or full refund may be issued at our discretion
8. How to Cancel or Request a Refund
To cancel a booking or request a refund, please:
Please have your booking reference number ready when contacting us.
9. Contact Us
For any questions about our Cancellation and Refund Policy:
- Company: Nilawar Alliance Private Limited
- Address: JAI HIND CHOWK, Near Hanuman Akhada, Yavatmal, Maharashtra 445001
- Phone: +91 8888864692
- Email: contact@call4man.in