Refund, Cancellation & Payment Policy

Introduction

This Refund, Cancellation & Payment Policy ("Policy") outlines the terms governing refunds, cancellations, payments, and related transactions on the Serwise platform, operated by Radix Technologies ("Serwise", "we", "us", "our", "Platform").

This Policy should be read in conjunction with the Serwise Terms & Conditions and Privacy Policy.

Nature of Platform

Serwise is a technology-enabled intermediary platform that connects Customers with independent service providers for home appliance repair and maintenance services.

• Serwise standardizes pricing and quotations
• Services are delivered by independent third-party providers
• Payments are facilitated through the Platform

Payment Terms

Customers may pay using:

• UPI
• Debit/Credit Cards
• Net Banking
• Digital Wallets
• Cash

• Once a quotation is approved, it becomes final and binding
• Customers must pay the full approved amount
• Payments must be made only through the Platform

Failure to complete payment may result in:

• Account suspension
• Restriction on future bookings

Cancellation Policy

Customers may cancel a request before quotation approval without any charges.

• Cancellation is allowed up to 2 hours before scheduled service time
• No cancellation charges will apply within this window

Charges may apply if:

• Cancellation occurs less than 2 hours before service
• Customer is unavailable at the service location
• Service provider is denied access

Such charges may include:

• Visit charges
• Inspection fees

Refund Policy

Refunds may be issued under the following conditions:

• Service not delivered after payment
• Service cancelled by service provider or Platform
• Duplicate or excess payment
• Verified technical/payment error
• Service could not be completed due to provider-side issue

Refunds will not be provided in the following situations:

• Customer approves quotation and service is completed
• Dissatisfaction due to subjective expectations (unless verified issue)
• Customer not available at service time
• Issues arising due to incorrect information provided by the customer
• Minor service variations inherent to repair work

Service Disputes & Resolution

If a customer is dissatisfied:

• Complaint must be raised within 24 hours of service completion

Serwise may:

• Review service details
• Examine chat/communication records
• Coordinate with service provider

Resolution may include:

• Partial refund
• Re-service
• Platform credit (at Serwise discretion)

Subscription (AMC) Refunds

AMC (Annual Maintenance Contract) purchases are non-refundable once activated.

Refunds may be considered if:

• Subscription is cancelled before activation
• Service cannot be provided in the user's location
• Duplicate purchase occurred

Partial refunds may be issued at Serwise's discretion if:

• AMC is terminated early due to platform or provider limitations

Refund Process

Customers can request a refund by:

• Email: shahmonil.1201@gmail.com

• Order/Booking ID
• Payment details
• Reason for refund
• Supporting proof

Refund Timeline

• Refund approval: Within 5–7 business days

Refund processing:

• UPI: 2–5 working days
• Cards/Net Banking: 5–10 working days
• Wallets: As per provider timelines

Failed Transactions

If payment is deducted but:

• Booking is not confirmed, or
• Transaction fails

Then:

• Amount will be automatically refunded by the payment gateway within 5–10 working days
• If not received, customers should contact support

Fraud & Misuse

Serwise reserves the right to:

• Reject refund requests in case of fraud or abuse
• Suspend accounts engaging in repeated cancellations or misuse
• Take legal action where necessary

Limitation of Liability

• Serwise acts as an intermediary platform
• Liability for refunds is limited to the amount paid through the Platform
• Serwise is not liable for indirect losses or damages

Policy Updates

• This Policy may be updated periodically
• Changes will be reflected with a revised "Last Updated" date
• Continued use of the Platform implies acceptance

Contact Information

• Platform Operator: Monil Dineshkumar Shah
• Business Name: Serwise (Radix Technologies)
• Email: shahmonil.1201@gmail.com
• Location: Surat, Gujarat, India

Consent