Refund Policy

1. Our Refund Guarantee

2. Mandatory Recheck Process

Before any refund is processed:

• Our technical team will recheck and verify that the reported issue was genuinely not resolved
• A senior technician may contact you to reassess the problem
• We may request remote access again to confirm the issue persists
• Service logs and session recordings will be reviewed
• Verification typically takes 1-3 business days

Refund will ONLY be initiated after our recheck confirms that we were unable to fix your issue.

3. Eligibility for Refund (After Recheck)

You may be eligible for up to 70% refund if our recheck confirms:

• The reported issue was not resolved despite our best efforts
• The problem persists exactly as described in your initial complaint
• Our technician genuinely could not fix the software issue
• The issue falls within our service scope but solution was not achieved
• You cooperated fully during the service session
• Refund request is made within 48 hours of service completion
• If the refund is approved it will be processed within 5 hours
• Refund will be credited in you account within 5-7 working days

4. Refund Amount - Up to 70%

The refund amount is "up to 70%" and may vary based on:

• Partial Resolution: If issue was partially fixed, refund may be 30-50%
• Effort Invested: Extensive troubleshooting may reduce refund percentage
• Session Duration: Longer sessions may result in lower refund percentage
• Issue Complexity: Complex issues attempted thoroughly may affect refund amount

Maximum refund is 70%. Minimum refund (if approved) is 30%.

5. 30% Minimum Service Charge - Why?

At least 30% of the fee is non-refundable and covers:

• Technician Time & Effort: Our expert's time spent analyzing your issue
• Diagnostic Services: System analysis and troubleshooting attempts
• Remote Access Setup: Software and connection overhead
• Payment Gateway Charges: Transaction fees (2-3% of amount)
• Administrative Costs: Booking processing and support
• Recheck Process: Cost of verification and reassessment

This ensures fair compensation for services rendered, even if the issue could not be fully resolved.

6. Counseling Services - NO REFUNDS

For Device Counseling services (Mobile Counseling ₹99 & PC/Laptop Counseling ₹189):

• No refunds under any circumstances once the consultation begins
• Counseling is an informational service - once advice is given, service is delivered
• Dissatisfaction with recommendations does NOT qualify for refund
• Changing your mind after consultation does NOT qualify for refund
• Disagreement with expert opinion does NOT qualify for refund
• Device purchased not meeting expectations does NOT qualify for refund

Cancellation before consultation starts: Full refund available only if cancelled before the expert calls you.

7. ZERO TOLERANCE - Abusive Behavior Policy

Abusive behavior includes but is not limited to:

• Verbal abuse, insults, or offensive language towards technicians
• Threats of any kind (physical, legal, reputational)
• Harassment or intimidation
• Racial, religious, or gender-based discrimination
• Shouting, screaming, or aggressive communication
• Inappropriate or sexual comments
• Repeated interruptions or refusal to cooperate
• Disrespectful or demeaning behavior

Consequences:

• Session will be immediately terminated
• No refund will be provided (0% refund)
• Future services will be permanently denied
• Incident will be documented and may be reported to authorities if necessary

Our technicians reserve the right to end the session if they feel threatened, disrespected, or abused in any way.

8. How to Request a Refund

To request a refund for repair services, follow these steps:

1. Contact Us Within 48 Hours: Email helpreflectech.in@gmail.com or call +91 8279197387
2. Provide Details:
   • Your booking/order ID
   • Phone number used during booking
   • Detailed description of why issue is not resolved
   • Payment transaction ID
3. Await Recheck: Our team will schedule a recheck/verification session
4. Cooperate with Verification: Provide access for our senior technician to verify the issue
5. Review Decision: We will assess and decide refund eligibility and percentage
6. Approval/Denial: You will be notified of the decision within 2-3 business days
7. Processing: If approved, refund will be processed to your original payment method

9. Refund Processing Timeline

• Request Receipt: Immediate acknowledgment
• Recheck Scheduling: 1-2 business days
• Verification Process: 1-3 business days
• Decision Communication: Within 2 business days after recheck
• Refund Initiation: 1 business day after approval
• Credit to Account: 5-7 business days (depends on bank/payment method)

Total Expected Time: 10-14 business days from request to account credit

10. Refund Payment Method

Refunds will be processed through the same payment method used for the original transaction:

• UPI: Refund to the same UPI ID
• Credit/Debit Card: Refund to the same card
• Net Banking: Refund to the source bank account
• Wallet: Refund to the same wallet

If the original payment method is no longer valid, please provide alternative bank details for direct transfer.

11. Non-Refundable Situations

You are NOT eligible for any refund if:

11.1 Issue Successfully Resolved:

• The reported problem was fixed during the session (verified in recheck)
• The issue was partially resolved to a satisfactory level
• Temporary fix was provided and accepted by customer

11.2 Abusive Behavior:

• Session terminated due to abusive, threatening, or disrespectful behavior
• Any form of harassment towards our team members

11.3 Counseling Services:

• All counseling charges are non-refundable after consultation begins

11.4 Outside Service Scope:

• Issue was hardware-related (we only provide software support)
• Problem required physical repairs or component replacement
• Issue was beyond our technical capability (disclosed upfront)
• Required services not included in the purchased plan

11.5 Customer-Related Issues:

• Customer did not cooperate or provide required access
• Customer cancelled session midway without valid reason
• Customer was unavailable during scheduled session (no-show)
• Customer provided incorrect information about the issue
• Customer refused to follow technician's instructions
• Customer refused to cooperate during recheck/verification

11.6 Post-Service Changes:

• New issues arose after our service was completed
• Customer installed additional software that caused conflicts
• Customer made system changes that reversed our fixes
• Issue recurred due to customer actions (not service failure)

11.7 Time Limit Exceeded:

• Refund request made more than 48 hours after service completion

11.8 Fraudulent Claims:

• Refund request based on false information
• Deliberate misrepresentation of service outcome
• Recheck reveals that issue was actually resolved

12. Partial Refunds

Refund percentage (up to maximum 70%) depends on:

• 70% refund: Issue completely unresolved, minimal progress made
• 50-60% refund: Partial resolution achieved, some improvements made
• 30-40% refund: Significant troubleshooting done, minor issues remain
• 0% refund: Issue resolved, abusive behavior, or non-refundable situation

Final refund percentage is determined by management after recheck verification.

13. Cancellation Before Service

• Before Technician Contact: 100% refund
• After Technician Contact (Repair): Subject to recheck and up to 70% refund policy
• After Counseling Begins: 0% refund (non-refundable)
• During Session (Customer Exit): No refund if customer terminates session voluntarily
• During Session (Abusive Behavior): 0% refund, permanent ban

14. Refund for Technical Failures

If service could not be delivered due to our technical issues:

• Server downtime preventing service delivery: 100% refund
• Technician unavailability despite confirmed booking: 100% refund
• Our remote access tools failing (not customer's internet): 100% refund or free rescheduling

15. Duplicate or Erroneous Payments

• If you were charged twice for the same service: Full refund of duplicate amount
• If you were charged incorrect amount: Refund of the difference
• Report payment errors within 7 days of transaction

16. Refund Denial & Appeals

If your refund request is denied after recheck:

• You will receive an email explanation with recheck findings within 2 business days
• You can appeal the decision by providing additional evidence
• Appeals must be submitted within 3 days of denial
• One additional recheck may be granted for appeals
• Final decision on appeals will be made within 5 business days
• Management's decision on appeals is final and binding

17. Professional Conduct Expectation

We expect all customers to:

• Treat our technicians with respect and courtesy
• Communicate professionally and patiently
• Provide constructive feedback without aggression
• Understand that our team is working to help you
• Report concerns calmly and clearly

We reserve the right to refuse service to anyone who cannot maintain professional conduct.

18. Payment Gateway Fees

Please note that payment gateway charges (typically 2-3%) are non-refundable and are deducted from the refund amount. This is a standard industry practice beyond our control.

19. Refund Confirmation

Once refund is approved and processed:

• You will receive a confirmation email with refund transaction details
• Refund reference number for tracking
• Exact refund amount (after deductions)
• Estimated credit date to your account

20. Chargebacks & Disputes

Important: If you initiate a chargeback with your bank/card provider without first contacting us:

• Your refund request through us will be automatically denied
• Future services may be restricted
• We will provide service records to your bank to contest unjustified chargebacks
• You may be charged for chargeback processing fees if claim is false

Please contact us first to resolve any payment disputes amicably.

21. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated date. Refund requests are processed according to the policy in effect at the time of service booking.

22. Contact for Refund Requests

Summary - Key Points