Refund and Cancellation Policy

This policy explains when you can cancel a Job or claim a refund on dutyfix.com and the DutyFix app. It forms part of the Terms and Conditions.

1. Who pays whom

The service charge and Platform Fee are collected by DutyFix through Razorpay. DutyFix refunds both where a refund is due. Professional payouts are held for 24 hours after the Customer confirms completion; if a refund claim is upheld during that window, the amount is recovered from the pending payout before it is released.

2. Cancellation by the Customer

Where the booking was part-paid using wallet credit, the cancellation fee is taken from the credit first, then from the card payment. Refunds go back to the original payment method; wallet credit is restored to your account.

3. Cancellation by the Professional or by DutyFix

• If a Professional cancels after accepting, the Customer is not charged. We will re-broadcast the Job where possible.
• Repeated late cancellations or no-shows by a Professional can lead to warnings, reduced job access or removal.
• If we cancel a Job (for example, for a safety or fraud concern), you are refunded in full.

4. When you can claim a refund or re-service

Raise a claim in the app or at support@dutyfix.com within 48 hours of job completion, with photos or other evidence, if:

1. The service was not done, or was materially incomplete.
2. The work did not match the agreed scope.
3. The Professional damaged your property while performing the Job.
4. You were charged more than the confirmed price without your approval.
5. You were charged twice or the payment failed but money was debited.

5. What we will do

• Re-service — for poor or incomplete work, we first offer to send the same or another Professional to put it right at no extra service charge.
• Partial or full refund — if re-service is not possible or you decline it for good reason, we refund in proportion to the work not done properly, up to the full service charge.
• Damage — we will help you and the Professional settle it. Compensation for damage is the Professional's responsibility.
• Platform Fee — refunded only where the Job failed because of DutyFix or the Platform, or where we have upheld a claim in full.

6. What is not refundable

• Work completed as agreed, or complaints raised after 48 hours without good reason.
• Dissatisfaction caused by wrong details given at booking, or a change of mind after the work is done.
• Damage that existed before the Job, or arose from hidden defects, old fixtures or unsafe conditions that the Customer did not disclose.
• The Rs. 100 cancellation fee where a crew had already been assigned.
• Materials or parts already bought for the Customer, with a bill.

7. How refunds are paid

1. We acknowledge a claim within 48 hours and decide within 5 working days of receiving the evidence.
2. Approved refunds go back to the original payment method. Wallet credit is restored to your account.
3. Bank and card refunds usually take 5 to 7 working days after approval. Timing also depends on your bank.

8. Business customers

For business accounts on invoice or contract terms, any different notice period, service levels or credit-note process in the signed agreement or SLA overrides sections 2, 4 and 7 to the extent they conflict.

9. Professionals: payouts and deductions

If a claim is upheld because of your fault, DutyFix may deduct the refunded amount from your pending or future payouts or ask you to repay it. You may dispute a deduction within 7 days with your evidence. Upheld claims, repeated complaints and low ratings may affect your access to jobs.

10. Escalation

If you disagree with our decision, write to the Grievance Officer (see section 14 of the Privacy Policy). We will review and reply within 15 days. This does not take away your rights under the Consumer Protection Act, 2019, or the dispute process in the Terms and Conditions.