At Hello Mistry, we strive to provide high-quality service in the areas of Annual Maintenance Contracts (AMC), Extended Warranty Services, and repair and maintenance of a variety of devices and appliances, including but not limited to laptops, desktops, mobile phones, air conditioners (ACs), refrigerators, washing machines, smart panels, projectors, microwaves, televisions, water purifiers, CCTV & biometric security systems, printers, and more. We also provide the services of electricians for residential and commercial needs. We are committed to ensuring that our customers are satisfied with the services they receive, and part of that commitment involves offering clear, fair, and transparent refund policies.

This Refund Policy details the terms and conditions that apply when you seek a refund for the services provided by Hello Mistry. By using our services, you agree to abide by this policy, which applies to all customers, regardless of their location or the specific service utilized.

1. Eligibility for Refunds

Refunds from Hello Mistry are subject to certain conditions depending on the type of service you purchased. The following criteria outline eligibility for refunds:

1.1 Annual Maintenance Contracts (AMC):
Refunds for AMC services are available under the following conditions:

• Full Refund: If you cancel your AMC within 7 days of the contract start date and have not availed of any service under the contract, you are eligible for a full refund.
• Partial Refund: If you cancel the AMC after 7 days but within the first 30 days of the contract, you may be eligible for a partial refund, depending on the services already availed. The refund will be calculated on a pro-rata basis, considering the time remaining in the contract and any costs incurred for services already provided.
• No Refund: After 30 days of the AMC start date, no refunds will be granted.

1.2 Extended Warranty Services:
Extended warranty plans cover repairs and services for specific devices and appliances beyond the manufacturer’s warranty period. Refunds for these services are as follows:

• Full Refund: If no service has been provided and the request for cancellation is received within 7 days of the purchase of the extended warranty, you are entitled to a full refund.
• Pro-Rata Refund: If the extended warranty is canceled after the 7-day window but within the first 30 days, you will receive a pro-rata refund, calculated based on the coverage period and services availed (if any).
• No Refund: No refunds will be granted for cancellations made after 30 days from the date of purchase or once any service has been availed.

1.3 Service and Maintenance Contracts:
Refunds for individual service and maintenance contracts (e.g., repairs or routine maintenance for appliances such as ACs, refrigerators, washing machines, etc.) will be provided as follows:

• Full Refund: You may request a full refund if the service was scheduled but has not yet been provided. This request must be made at least 48 hours before the scheduled appointment.
• Partial Refund: If a portion of the service has been rendered, you may be eligible for a partial refund. The amount of the refund will be determined based on the extent of the services provided and the materials used.
• No Refund: If the service has been fully rendered or the cancellation request is made less than 48 hours before the appointment, no refund will be issued.

1.4 Electrician Services (Residential & Commercial):
Refunds for electrician services are applicable under the following circumstances:

• Full Refund: You may request a full refund if the service has not been delivered and the cancellation is requested at least 24 hours before the scheduled appointment.
• Partial Refund: If the service has begun but not completed, you may be eligible for a partial refund based on the time spent and materials used.
• No Refund: No refunds will be granted if the service is completed or if the cancellation request is made less than 24 hours before the scheduled service.

2. Refund Request Process

To request a refund from Hello Mistry, customers must follow the process outlined below:

2.1 Submission of Refund Request:
Refund requests must be submitted in writing via email to refunds@hellomistry.com or through the "Refund Request" form available on our website. The request should include the following information:

• Your full name and contact information (email and phone number).
• The service order number or contract number.
• The date of the service or contract purchase.
• The reason for the refund request.

2.2 Timeline for Refund Requests:

• Refund requests for AMC and extended warranty services must be submitted within 30 days of the purchase date to be eligible for any refund.
• Refund requests for individual service and maintenance contracts must be made before the service is rendered or within the specific timeframes mentioned above for partial refunds.

2.3 Review and Approval Process:
Once a refund request is received, our customer support team will review the details and determine eligibility based on this policy. Customers will be notified of the decision via email within 7 business days of submitting the request. In some cases, additional information may be requested to process the refund.

3. Refund Calculations

Refund amounts will be calculated based on the type of service, time elapsed since the purchase, and the extent of services already provided. Detailed explanations are provided below:

3.1 Pro-Rata Refund Calculation:
For pro-rata refunds on AMC and extended warranty services, the refund amount will be determined by dividing the total contract value by the number of months (or days) covered by the contract. The unused portion will be refunded based on the time remaining after deducting the cost of services already rendered.

For example:

• If you purchased a 12-month AMC contract for ₹12,000 and canceled after 3 months, the refund amount would be calculated as follows:
  Total contract value = ₹12,000
  Value per month = ₹1,000
  Remaining months = 9 months
  Pro-rata refund = 9 × ₹1,000 = ₹9,000

If services have already been rendered, the cost of these services will be deducted from the refund amount.

3.2 Partial Refund Calculation for Service-Based Contracts:
Partial refunds for individual service contracts will be based on the stage of service completion. For example, if the service is 50% complete, the customer may be eligible for a 50% refund, minus the cost of any parts or materials used. If significant progress has been made (e.g., more than 75% of the work is completed), no refund will be issued.

4. Conditions That Affect Refunds

Certain conditions may affect your eligibility for a refund, including:

4.1 Service Availment:
If you have availed of any service under an AMC, extended warranty, or maintenance contract, the refund eligibility may be reduced or voided, depending on the extent of the service provided.

4.2 Late Cancellation:
If a cancellation request is made after the scheduled appointment time, no refund will be granted for the service.

4.3 Damage or Misuse:
If damage to a device or appliance is found to have been caused by misuse, improper handling, or a violation of the terms of service, refunds may be denied. Additionally, in cases where Hello Mistry determines that a device is beyond repair due to conditions not covered under the service plan, no refunds will be issued.

4.4 Force Majeure:
In cases where Hello Mistry is unable to deliver services due to events beyond our control (e.g., natural disasters, strikes, pandemics, etc.), refunds may be delayed or adjusted in accordance with the extent of the disruption.

5. Exceptions to the Refund Policy

While Hello Mistry strives to adhere to the above refund policy, certain exceptional cases may warrant a deviation from the stated terms. These exceptions may include:

• Special Promotions or Offers: Refunds for services purchased during special promotions or at discounted rates may be subject to different terms and conditions. Please refer to the specific terms of the promotion at the time of purchase for more information.
• Case-by-Case Basis: In some instances, Hello Mistry may review refund requests on a case-by-case basis, particularly if there are extenuating circumstances beyond the customer's control (e.g., illness, unexpected financial hardship, etc.).

6. Refund Processing

Once a refund request is approved, the processing will proceed as follows:

6.1 Refund Method:
Refunds will be processed through the original method of payment whenever possible. If the original payment method is no longer valid (e.g., expired credit card, closed bank account, etc.), we will work with the customer to arrange an alternative method of refund, such as a bank transfer or check.

6.2 Processing Timeframe:
Refunds will typically be processed within 7 to 14 business days of approval. However, the exact timeline may vary depending on your bank or payment processor.

6.3 Notification of Refund:
Customers will receive an email confirmation once the refund has been processed. This confirmation will include the refund amount, method of payment, and expected timeline for receipt of funds.

7. Disputes and Chargebacks

We encourage all customers to reach out to us directly if they have any issues or disputes regarding our services or refund policy. In the event that a chargeback is initiated through your bank or credit card company, Hello Mistry reserves the right to dispute the chargeback and provide supporting documentation to resolve the matter.

Disputes related to refunds that cannot be resolved amicably may be subject to arbitration, as outlined in our Terms and Conditions.

8. Contact Us

For any questions or concerns regarding this Refund Policy, or to initiate a refund request, please contact us at:

• Email: refunds@hellomistry.com
• Phone: [Customer Support Number]
• Mailing Address: [Hello Mistry, Refund Department, Office Address]

Our customer support team is available to assist you with any inquiries you may have and will work to resolve your concerns in a timely and fair manner.