1. Introduction
This Cancellation & Refund Policy ("Policy") sets out the terms on which a Customer may cancel a booking, order, or enrolment availed under any FixorAssist vertical, and the basis on which refunds, if any, shall be processed by Fixorauto Private Limited ("FixorAssist", "we", "us", "our").
This Policy must be read together with FixorAssist's Terms & Conditions. Where a specific plan, order confirmation, or Certificate of Enrolment states different cancellation terms for that specific purchase, those specific terms shall prevail to the extent of any conflict.
Refunds, where due under this Policy, shall ordinarily be processed to the original mode of payment within 7–10 business days of approval, unless a different timeline is specified for a particular vertical below.
A. Website – Cancellation & Refund Terms
This Part A sets out how the FixorAssist Cancellation & Refund Policy applies to bookings, orders, and enrolments made through the FixorAssist website (www.fixorassist.com). The underlying cancellation windows, charges, and refund entitlements are the same as under Part B; this Part sets out the Website-specific process for raising a cancellation and receiving updates on it.
A.1 Roadside Assistance (RSA)
- An RSA plan/membership may be cancelled by the Customer in writing through the FixorAssist website ("My Account" → "My Orders/Bookings") or the customer-care helpline listed on www.fixorassist.com at any time before a service request has been raised against it.
- Where no service call has been availed, cancellation within 7 days of purchase shall be eligible for a full refund, less any payment-gateway charges actually incurred; cancellation after 7 days but before any service call shall be eligible for a pro-rata refund for the unexpired plan period, less an administrative charge as prescribed by FixorAssist.
- Once one or more service calls have been availed under the plan, the plan shall be treated as utilised and shall not be eligible for cancellation or refund for the remaining period.
- An individual RSA service request may be cancelled free of charge in writing through the FixorAssist website ("My Account" → "My Orders/Bookings") or the customer-care helpline listed on www.fixorassist.com before a service provider has been dispatched; once a provider has been dispatched, a nominal dispatch/cancellation charge may apply, as communicated at the time of booking.
- Cancellation status and any applicable refund shall be confirmed to the Customer by email and on the "My Orders/Bookings" section of the website.
A.2 Spare Parts Supply
- An order for spare parts may be cancelled free of charge in writing through the FixorAssist website ("My Account" → "My Orders/Bookings") or the customer-care helpline listed on www.fixorassist.com at any time before the order has been dispatched by the Vendor.
- Once an order has been dispatched, it cannot ordinarily be cancelled; the Customer may instead raise a return request upon delivery, subject to the Returns, Replacement & Warranty terms of FixorAssist's Terms & Conditions.
- For made-to-order, custom-sourced, or non-stock parts specifically procured against the Customer's order, cancellation after sourcing has begun may not be permitted, or may attract a restocking/sourcing charge as communicated at the time of order confirmation.
- FixorAssist reserves the right to cancel an order in case of part unavailability, pricing/listing errors, or inability of the Vendor to fulfil the order, in which case a full refund shall be processed to the Customer.
- Refunds for cancelled spare parts orders shall be processed within 7–10 business days of the cancellation being confirmed, and the Customer shall be able to track the refund status by email and on the "My Orders/Bookings" section of the website.
A.3 Service & Maintenance
- A service/maintenance booking may be cancelled or rescheduled free of charge in writing through the FixorAssist website ("My Account" → "My Orders/Bookings") or the customer-care helpline listed on www.fixorassist.com if done at least 4 hours before the scheduled slot; cancellation within 4 hours, or a no-show, may attract a nominal cancellation charge as displayed at the time of booking.
- Any advance payment made at the time of booking shall be refunded in full where the cancellation is free of charge, or after deducting the applicable cancellation charge where one applies.
- Where additional repair work is identified during service and a revised estimate is shared, the Customer may decline such additional work without cancelling the original booked package; charges shall apply only for work actually approved and carried out.
- Cancellation or rescheduling of a pickup & drop request must be made in writing through the FixorAssist website ("My Account" → "My Orders/Bookings") or the customer-care helpline listed on www.fixorassist.com within the window specified on the website; cancellations after the pickup vehicle has been dispatched may attract a nominal cancellation charge.
- Once the workshop has commenced work on the vehicle (e.g., disassembly, parts ordered specifically for the job), the booking cannot be cancelled; the Customer shall be liable for charges for work completed/parts procured up to that point.
A.4 Extended Warranty
- Where the Extended Warranty is sold on behalf of a third-party Warranty Provider, cancellation and refund shall be governed by that Warranty Provider's own cancellation policy; FixorAssist shall facilitate the Customer's cancellation request but the refund amount and timeline shall be as determined by the Warranty Provider.
- Where the Extended Warranty is issued as a FixorAssist Program (Certificate of Enrolment), the Owner may cancel in writing through the FixorAssist website ("My Account" → "My Orders/Bookings") or the customer-care helpline listed on www.fixorassist.com within the free-look period specified in the Certificate, provided no Claim has been made, for a full refund less applicable administrative charges; cancellation after the free-look period may be permitted on a pro-rata basis at FixorAssist's discretion.
- No refund shall be payable once a Claim has been admitted and paid under the Program, or where the Program is terminated for tampering, fraud, or misrepresentation.
A.5 General Terms for Website Cancellations
- Approved refunds shall be credited to the original mode of payment within 7–10 business days of approval; the Customer can view the refund status by email and on the "My Orders/Bookings" section of the website.
- Any payment-gateway charges, administrative charges, dispatch/cancellation charges, or other deductions applicable to a cancellation shall be deducted from the refund amount before processing, as communicated at the time of booking/purchase.
- No cash refunds shall be issued; all refunds shall be processed digitally to the original mode of payment or, where not feasible, to a bank account/UPI ID provided by the Customer.
- Where a booking, order, or service cannot be fulfilled due to force majeure (natural disaster, strike, riot, government action, or similar event beyond FixorAssist's reasonable control), FixorAssist shall offer the Customer a full refund or, where feasible, a reschedule/alternate fulfilment option.
- FixorAssist reserves the right to withhold or reject a cancellation/refund request where there is reasonable cause to believe it involves fraud, misrepresentation, or misuse of the service.
- Cancellation requests may be raised in writing through the FixorAssist website ("My Account" → "My Orders/Bookings") or the customer-care helpline listed on www.fixorassist.com, quoting the relevant booking/order/plan/Certificate of Enrolment reference; requests may also be raised through FixorAssist's call centre or WhatsApp helpline regardless of the channel originally used to book.
B. Mobile Application – Cancellation & Refund Terms
This Part B sets out how the FixorAssist Cancellation & Refund Policy applies to bookings, orders, and enrolments made through the FixorAssist mobile Application. The underlying cancellation windows, charges, and refund entitlements are the same as under Part A; this Part sets out the Mobile Application-specific process for raising a cancellation and receiving updates on it.
B.1 Roadside Assistance (RSA)
- An RSA plan/membership may be cancelled by the Customer in-app, using the "Cancel Booking/Order" option under "My Bookings" in the FixorAssist App at any time before a service request has been raised against it.
- Where no service call has been availed, cancellation within 7 days of purchase shall be eligible for a full refund, less any payment-gateway charges actually incurred; cancellation after 7 days but before any service call shall be eligible for a pro-rata refund for the unexpired plan period, less an administrative charge as prescribed by FixorAssist.
- Once one or more service calls have been availed under the plan, the plan shall be treated as utilised and shall not be eligible for cancellation or refund for the remaining period.
- An individual RSA service request may be cancelled free of charge in-app, using the "Cancel Booking/Order" option under "My Bookings" in the FixorAssist App before a service provider has been dispatched; once a provider has been dispatched, a nominal dispatch/cancellation charge may apply, as communicated at the time of booking.
- Cancellation status and any applicable refund shall be confirmed to the Customer via an in-app push notification and under "My Bookings" → "Order/Refund Status" in the App.
B.2 Spare Parts Supply
- An order for spare parts may be cancelled free of charge in-app, using the "Cancel Booking/Order" option under "My Bookings" in the FixorAssist App at any time before the order has been dispatched by the Vendor.
- Once an order has been dispatched, it cannot ordinarily be cancelled; the Customer may instead raise a return request upon delivery, subject to the Returns, Replacement & Warranty terms of FixorAssist's Terms & Conditions.
- For made-to-order, custom-sourced, or non-stock parts specifically procured against the Customer's order, cancellation after sourcing has begun may not be permitted, or may attract a restocking/sourcing charge as communicated at the time of order confirmation.
- FixorAssist reserves the right to cancel an order in case of part unavailability, pricing/listing errors, or inability of the Vendor to fulfil the order, in which case a full refund shall be processed to the Customer.
- Refunds for cancelled spare parts orders shall be processed within 7–10 business days of the cancellation being confirmed, and the Customer shall be able to track the refund status via an in-app push notification and under "My Bookings" → "Order/Refund Status" in the App.
B.3 Service & Maintenance
- A service/maintenance booking may be cancelled or rescheduled free of charge in-app, using the "Cancel Booking/Order" option under "My Bookings" in the FixorAssist App if done at least 4 hours before the scheduled slot; cancellation within 4 hours, or a no-show, may attract a nominal cancellation charge as displayed at the time of booking.
- Any advance payment made at the time of booking shall be refunded in full where the cancellation is free of charge, or after deducting the applicable cancellation charge where one applies.
- Where additional repair work is identified during service and a revised estimate is shared, the Customer may decline such additional work without cancelling the original booked package; charges shall apply only for work actually approved and carried out.
- Cancellation or rescheduling of a pickup & drop request must be made in-app, using the "Cancel Booking/Order" option under "My Bookings" in the FixorAssist App within the window specified in the App; cancellations after the pickup vehicle has been dispatched may attract a nominal cancellation charge.
- Once the workshop has commenced work on the vehicle (e.g., disassembly, parts ordered specifically for the job), the booking cannot be cancelled; the Customer shall be liable for charges for work completed/parts procured up to that point.
B.4 Extended Warranty
- Where the Extended Warranty is sold on behalf of a third-party Warranty Provider, cancellation and refund shall be governed by that Warranty Provider's own cancellation policy; FixorAssist shall facilitate the Customer's cancellation request but the refund amount and timeline shall be as determined by the Warranty Provider.
- Where the Extended Warranty is issued as a FixorAssist Program (Certificate of Enrolment), the Owner may cancel in-app, using the "Cancel Booking/Order" option under "My Bookings" in the FixorAssist App within the free-look period specified in the Certificate, provided no Claim has been made, for a full refund less applicable administrative charges; cancellation after the free-look period may be permitted on a pro-rata basis at FixorAssist's discretion.
- No refund shall be payable once a Claim has been admitted and paid under the Program, or where the Program is terminated for tampering, fraud, or misrepresentation.
B.5 General Terms for Mobile Application Cancellations
- Approved refunds shall be credited to the original mode of payment within 7–10 business days of approval; the Customer can view the refund status via an in-app push notification and under "My Bookings" → "Order/Refund Status" in the App.
- Any payment-gateway charges, administrative charges, dispatch/cancellation charges, or other deductions applicable to a cancellation shall be deducted from the refund amount before processing, as communicated at the time of booking/purchase.
- No cash refunds shall be issued; all refunds shall be processed digitally to the original mode of payment or, where not feasible, to a bank account/UPI ID provided by the Customer.
- Where a booking, order, or service cannot be fulfilled due to force majeure (natural disaster, strike, riot, government action, or similar event beyond FixorAssist's reasonable control), FixorAssist shall offer the Customer a full refund or, where feasible, a reschedule/alternate fulfilment option.
- FixorAssist reserves the right to withhold or reject a cancellation/refund request where there is reasonable cause to believe it involves fraud, misrepresentation, or misuse of the service.
- Cancellation requests may be raised in-app, using the "Cancel Booking/Order" option under "My Bookings" in the FixorAssist App, quoting the relevant booking/order/plan/Certificate of Enrolment reference; requests may also be raised through FixorAssist's call centre or WhatsApp helpline regardless of the channel originally used to book.
C. Common Provisions (Applicable to Both Website & Application)
- Save for the channel-specific process for raising a cancellation described in Parts A and B, the cancellation windows, charges, and refund entitlements under this Policy are identical regardless of whether the booking/order/enrolment was made through the FixorAssist website or the FixorAssist mobile Application.
- Where a Customer books through one channel (e.g., website) but wishes to cancel through the other (e.g., App or vice versa), such cross-channel cancellation shall be honoured, provided the Customer is able to authenticate the booking/order using their registered mobile number, email, or booking reference.
- This Policy shall be governed by the laws of India, and the courts at New Delhi shall have exclusive jurisdiction over any disputes arising hereunder.
- FixorAssist reserves the right to amend this Policy from time to time, with the revised version effective upon publication on www.fixorassist.com and/or the FixorAssist App; changes shall not affect a cancellation request already submitted and pending resolution.
For any queries regarding cancellations or refunds, please contact us through www.fixorassist.com or the FixorAssist App.
