Refund & Cancellation Policy

At HydroSmith, we are committed to delivering high-quality RO repair and water purifier services. We understand that there may be situations where you need to cancel a service or request a refund. This policy outlines the terms and conditions under which cancellations and refunds are processed.

1. Cancellation Policy

1.1 Customer-Initiated Cancellations

1. Before Service Commencement: You may cancel a scheduled service free of charge by notifying us at least 2 hours before the scheduled appointment time. Cancellations made within 2 hours of the appointment may be subject to a nominal cancellation fee of ₹100 to cover the technician's preparation and travel time.
2. After Service Commencement: Once the technician has arrived at your location and begun work, cancellations are generally not permitted. If you choose to cancel after the technician has started, you will be liable for the full service charge as quoted.
3. No-Show: If the technician arrives at your location and you are not present or refuse to grant access, a no-show fee of ₹100 may be charged.
4. AMC Cancellations: Annual Maintenance Contracts (AMC) may be cancelled within 15 days of purchase for a full refund (minus any services already availed). After 15 days, AMC cancellations are subject to a pro-rata refund based on the remaining months, minus an administrative fee of 10% of the contract value.

1.2 Company-Initiated Cancellations

1. Technician Unavailability: In the rare event that we are unable to send a technician at the scheduled time due to unforeseen circumstances (e.g., emergency, severe weather), we will notify you as soon as possible. You may choose to reschedule at no charge or cancel without any penalty.
2. Safety Concerns: If our technician determines that the service location is unsafe (e.g., electrical hazards, structural issues), we reserve the right to cancel the service. In such cases, no charges will be applied.

2. Refund Policy

2.1 Service Refunds

1. Unsatisfactory Service: If you are not satisfied with the quality of our service, please contact us within 24 hours of service completion. We will send a senior technician to review the issue. If the service is found to be below our quality standards, we will either re-perform the service at no additional cost or issue a partial or full refund at our discretion.
2. Service Not Performed: If we fail to deliver the agreed-upon service, you are entitled to a full refund of the amount paid.
3. Partial Refunds: In cases where only part of the service was completed (e.g., due to unforeseen complications), a partial refund may be issued for the uncompleted portion.
4. Diagnostic Charges: If our technician performs an inspection and diagnoses the issue, but you decide not to proceed with the repair, a diagnostic fee of ₹150 may be charged. This fee is non-refundable.

2.2 Parts & Material Refunds

1. Defective Parts: If we install a part that is found to be defective within the warranty period, we will replace it at no additional cost. If a refund is preferred, the refund will be limited to the cost of the part, provided the part is returned in its original condition.
2. Wrong Part: If we install a part that is not compatible with your RO system due to an error on our part, we will replace it with the correct part. If you prefer a refund, we will refund the cost of the part.
3. Used Parts: Parts that have been used or are no longer in their original packaging are generally not eligible for refunds unless they are defective.

2.3 AMC Refunds

1. Full Refund: An AMC may be cancelled within 15 days of purchase for a full refund, provided no services have been availed under the contract.
2. Pro-Rata Refund: After 15 days, the refund will be calculated on a pro-rata basis for the remaining months of the contract, minus a 10% administrative fee. No refunds will be issued for AMC cancellations after 6 months of the contract start date.

2.4 No Refund Situations

• Services that have been fully completed to the agreed specifications.
• Issues arising from misuse, neglect, improper maintenance, or unauthorized modifications to your RO system.
• Water quality issues that are not related to the service provided.
• Service cancellations made less than 2 hours before the scheduled appointment (except in cases of emergency).
• Refund requests submitted more than 15 days after the service date.

3. Refund Process

1. Request Submission: To request a refund, please contact us at 1800-202-5013 or email support@hydrosmith.in with your service details and reason for the request.
2. Review: We will review your request and may need to schedule a follow-up inspection or gather additional information to verify the issue.
3. Approval: Once approved, refunds are processed within 7–10 business days.
4. Payment Method: Refunds will be issued to the original payment method used. For cash payments, refunds will be issued via bank transfer or UPI.

4. Dispute Resolution

If you have a dispute regarding a refund or cancellation, please contact our customer support team. We will make every effort to resolve the issue amicably. If we cannot reach a resolution, you may escalate the matter to the appropriate consumer forum in India, subject to the jurisdiction of the courts in Gurugram, Haryana.

5. Contact Us

If you have any questions about our Refund and Cancellation Policy, please contact us at:

• Phone: 1800-202-5013
• Email: support@hydrosmith.in
• Address: Gurugram, Haryana, India