RETURN & REFUND POLICY

1. GENERAL RETURN & REFUND POLICY

1.1 Services booked at Flicksy are eligible for refund or rework only when the service you have received is:

• Not performed as per the service description on the service detail page at Flicksy
• Incomplete or defective in quality
• Different from what was agreed upon at the time of booking
• Not delivered within the scheduled time without prior notice (subject to valid reasons)

1.2 If you report an issue with the service received, we may schedule a quality inspection visit or request photographic/video evidence to assess the complaint.

1.3 The refund or service rework will be processed only when:

1.4 Services marked as "non-refundable" on the service detail page cannot be refunded but may be eligible for rework or partial compensation at Flicksy's discretion.

2. CANCELLATION POLICY

2.1 Cancellation by Customer

You may cancel your booking subject to the following conditions:

2.2 Cancellation by Flicksy

In the event that Flicksy or the Service Professional cancels your booking due to:

• Service Professional unavailability
• Unforeseen circumstances
• Technical issues
• Force majeure events

You will receive a 100% refund or have the option to reschedule the service at no additional cost.

2.3 No-Show Policy

If you are not available at the service location at the scheduled time:

• The Service Professional will wait for up to 15 minutes
• After 15 minutes, the booking will be marked as "Customer No-Show"
• No refund will be provided for no-show bookings
• You may reschedule the service by paying a rescheduling fee

3. REFUND ELIGIBILITY CRITERIA

3.1 Service Quality Issues

You may be eligible for a refund or service rework if:

• The service was not performed according to the service standards
• The Service Professional used substandard materials without your consent
• The service resulted in damage to your property due to negligence
• Essential aspects of the service were not completed
• The Service Professional behaved inappropriately or unprofessionally

3.2 Non-Eligible Situations

Refunds will NOT be provided in the following situations:

• Change of mind after service completion
• Subjective dissatisfaction not related to service quality (e.g., "I didn't like the haircut style I asked for")
• Issues arising from pre-existing conditions not disclosed at the time of booking
• Damage caused by customer's own actions or third parties
• Normal wear and tear after service completion
• Unrealistic expectations beyond the scope of the service
• Complaints raised after the stipulated complaint period (Section 4)

4. COMPLAINT AND REFUND REQUEST TIMEFRAME

To be eligible for a refund or service rework, you must raise your complaint within the following timeframes:

Complaints raised after the specified timeframe may not be eligible for refunds but will be reviewed on a case-by-case basis.

5. REFUND PROCESS

5.1 How to Request a Refund

To request a refund, you may:

1. Contact customer support through the Flicksy app or website
2. Call our customer support helpline at [Your Contact Number]
3. Email us at refunds@flicksy.com with your booking details and issue description
4. Use the "Report Issue" feature in your booking history

5.2 Information Required

When requesting a refund, please provide:

• Booking ID or order number
• Date and time of service
• Detailed description of the issue
• Photographs or videos as evidence (if applicable)
• Service Professional's name (if known)

5.3 Refund Review Process

1. Complaint Registration: Your complaint will be registered within 24 hours
2. Investigation: Our team will investigate the issue, which may include:
   • Reviewing service records and photos
   • Contacting the Service Professional
   • Scheduling an inspection visit (if necessary)
3. Resolution: We will provide a resolution within 3-5 business days:
   • Full refund
   • Partial refund
   • Free service rework
   • Service credit for future bookings
   • Rejection with detailed explanation

5.4 Refund Methods and Timeframe

Approved refunds will be processed as follows:

Note: Processing times are approximate and may vary depending on your bank or payment provider.

6. SERVICE REWORK POLICY

6.1 In cases where a refund is not applicable or you prefer service correction, we offer free service rework under the following conditions:

• The original service had quality issues verified by our team
• The rework request is made within the complaint timeframe
• The Service Professional or an alternate professional is available for rework
• The issue can be resolved through additional service

6.2 Service rework will be scheduled at your convenience, subject to Service Professional availability.

6.3 If the rework service also has quality issues, you will be eligible for a full refund.

7. PARTIAL REFUNDS

Partial refunds may be issued in the following scenarios:

• Only part of the service was unsatisfactory
• The service was completed but with minor defects
• Delay in service completion caused inconvenience
• Service Professional used customer's materials/products but the service had minor issues

The refund amount will be determined based on:

• Severity of the issue
• Percentage of service affected
• Impact on customer satisfaction
• Cost of materials used (if applicable)

8. SERVICE CREDITS AND VOUCHERS

8.1 In some cases, instead of a refund, Flicksy may offer service credits or vouchers that can be used for future bookings.

8.2 Service credits:

• Are valid for 6 months from the date of issue
• Can be used for any service on the Flicksy platform
• Cannot be transferred to another user
• Cannot be exchanged for cash
• Will expire if not used within the validity period

8.3 You may choose between a refund or service credit, subject to the terms of your specific case.

9. EXCEPTIONS AND SPECIAL CASES

9.1 Package Bookings

For service packages or subscriptions:

• Refunds are calculated on a pro-rata basis for unused services
• Package discounts may be adjusted when processing partial refunds
• Terms specific to the package will apply as mentioned at the time of purchase

9.2 Promotional Offers and Discounts

If you booked a service using a promotional code or discount:

• Refunds will be processed for the amount actually paid
• Promotional codes/discounts cannot be reinstated after refund
• Special terms mentioned in the promotion will apply

9.3 Material/Product Purchases

For services that include material purchases (e.g., spare parts, cleaning products, beauty products):

• Materials purchased are non-refundable once used/opened
• Unused, unopened materials may be returned for a refund
• Defective materials will be replaced or refunded at no additional cost

10. DISPUTE RESOLUTION

10.1 If you are not satisfied with the refund decision, you may:

1. Request a review by a senior customer service representative
2. Escalate the matter to our Grievance Officer
3. Provide additional evidence or information to support your claim

10.2 We aim to resolve all disputes amicably and in good faith within 15 business days of escalation.

10.3 For disputes that cannot be resolved through our internal process, you may seek resolution through consumer courts or other legal remedies as per Indian law.

11. QUALITY ASSURANCE

At Flicksy, we are committed to continuous improvement:

• All refund requests are analyzed to identify service quality trends
• Service Professionals with repeated quality issues are subject to retraining or removal
• Customer feedback is used to enhance our service standards
• Regular quality audits are conducted to maintain high service levels

12. MODIFICATIONS TO THIS POLICY

12.1 Flicksy reserves the right to modify this Return & Refund Policy at any time.

12.2 Changes will be effective immediately upon posting on the Platform.

12.3 Your continued use of our services after changes are posted constitutes acceptance of the modified policy.

12.4 Material changes will be communicated via email or notification on the Platform.