01. Overview & Customer Satisfaction Guarantee
At HomeZO, customer happiness and service excellence are our top priorities. We stand behind every home repair, maintenance, and cleaning service delivered through our platform. This Refund and Cancellation Policy outlines your rights and procedures for booking cancellations, fee waivers, service reworks, and monetary refunds.
02. Booking Cancellation Policy
We provide complete flexibility so you can cancel or modify your appointments effortlessly:
- Free Cancellation: You can cancel any scheduled booking free of charge anytime up to 1 hour before the scheduled service start time, or before the technician has departed for your location.
- Cancellation After Dispatch: If a cancellation is requested after the assigned specialist is en route or has arrived at your address, a nominal travel dispatch fee of ₹99 will be deducted to compensate the partner's transit cost.
- Technician Unavailability: If HomeZO or an assigned technician is unable to fulfill your appointment due to unforeseen circumstances, 100% of any advance payment is instantly refunded.
03. Free Rescheduling Terms
Plans changed? You can reschedule your booking to any convenient date and time slot at zero additional charge directly from the HomeZO Customer App under Bookings > Manage > Reschedule up to 30 minutes before the scheduled appointment.
04. 30-Day Free Rework Guarantee
If you are not 100% satisfied with the quality of service performed, or if the original issue persists:
- You are eligible for a 100% Free Re-inspection and Rework within 30 days of service completion.
- A senior specialist will be assigned to re-examine the appliance or repair work and resolve the issue at no labor cost to you.
- Rework requests can be raised instantly with a single tap in the customer app under "Booking History > Request Rework" or via 24/7 chat support.
05. Refund Eligibility Criteria
You are entitled to a monetary refund under the following verified circumstances:
- Double / Erroneous Billing: If your account or card was debited multiple times for a single booking due to a payment gateway glitch.
- Unresolved Work: If our team is unable to resolve the reported issue even after a formal rework inspection.
- Prepaid Cancellation: If you paid online in advance and cancelled within the free cancellation window.
- Service Incompletion: If a technician leaves a job partially finished without reasonable cause.
06. Non-Refundable Items
The following charges are non-refundable once approved and executed:
- Consumed Spare Parts: New components, replacement hardware, compressors, or gas refills purchased and installed with your prior verbal or OTP consent.
- Completed Full Services: Work that was inspected, tested, and verified via Job Completion OTP authorization.
- Third-Party Tampering: Services where equipment was dismantled, modified, or serviced by non-HomeZO technicians after our service completion.
07. Refund Processing Timelines & Modes
Once a refund claim is reviewed and approved by our billing team, funds are remitted back to your original payment method:
- UPI & Wallets (GPay, PhonePe, Paytm): 1 to 2 business days.
- Credit & Debit Cards: 3 to 5 business days (subject to issuing bank processing cycle).
- Net Banking: 3 to 7 business days.
- HomeZO App Wallet Credits: Instant (within 5 minutes) for convenient use on future bookings with bonus promotional credits.
08. How to Initiate a Refund Request
Initiating a refund or cancellation claim is simple and fast:
- In-App Support: Open the HomeZO Customer App, navigate to Bookings > Select Booking > Need Help > Request Refund.
- Email Support: Send your Booking ID, contact number, and reason for refund to refunds@homezo.in.
- Phone Support: Call our 24/7 dedicated support desk at +91 98765 43210.