Refund & Cancellation Policy

1. Cancelling a service booking

• Before a technician is dispatched — cancel free of charge from your account, by phone or on WhatsApp. Nothing is charged.
• After a technician is dispatched — the visit fee of ₹249 applies, covering their travel. Nothing further is charged.
• After diagnosis, if you decide not to proceed — the visit fee applies and is the full extent of the charge. You keep the written fault assessment.
• Once approved work has begun — the labour for work completed to that point is chargeable, along with any parts already fitted. We will stop immediately on request and invoice only what was done.
• If we cancel or cannot attend — no charge applies, and we will offer the earliest alternative slot available.

2. When we refund a service charge

We refund in full, without argument, in these situations:

• You were charged for a service that was never delivered.
• You were charged an amount you did not approve.
• A duplicate payment was taken.
• A covered warranty fault remained unresolved after one free revisit — we refund the labour charge for that service.
• We cancelled a booking after taking payment.

3. When a service charge is not refundable

• Work that was completed and approved by you, where no fault is claimed within the warranty period.
• The visit fee, where a technician attended and diagnosed the problem, regardless of whether you proceeded.
• Diagnosis and assessment fees for data recovery, where we assessed viability and gave you an honest outcome.
• Faults arising after our work that are unrelated to the work performed.
• Damage caused after our visit by physical impact, liquid, power surge or work done by someone else.

4. Product returns

• Unopened products may be returned within 7 days of delivery for a full refund, provided the packaging and seals are intact.
• Products found defective on arrival are replaced at no cost. Tell us within 48 hours of delivery.
• Opened products that are not defective cannot be returned, as they can no longer be sold as new. This is stated at checkout.
• Products that have been installed, configured or customised for you — including custom PC builds, batteries that have been connected and solar equipment fitted to a roof — are not returnable, but are covered by warranty.
• Software licences and activated digital keys are not returnable once issued.
• Return shipping or collection is at our cost for defective items, and at your cost for a change of mind.

5. Project and installation deposits

• A mobilisation advance is refundable in full if you cancel before any material is procured or work has begun.
• Once material has been procured to your specification, the advance is refundable less the cost of any non-returnable material, evidenced by our purchase invoices.
• Once installation has begun, work completed and material consumed is chargeable. Any remaining balance is refunded.
• If we fail to deliver a project within the agreed timeline, other than for reasons outside our control or caused by site access, the advance is refunded in full on request.

6. AMC contracts

• An AMC may be cancelled within 14 days of starting, provided no visit has been made, for a full refund.
• After that, cancellation is refunded pro-rata for the unexpired term, less the value of visits and support already delivered.
• Where we materially fail to meet the agreed response times, you may terminate and receive a pro-rata refund for the unexpired term.
• Enterprise contracts may include their own termination terms, which take precedence where they differ.

7. How refunds are processed

• Refunds are returned to the original payment method. We cannot refund to a different account.
• UPI and wallet refunds typically reach you within 3 to 5 working days.
• Card refunds typically take 5 to 7 working days, depending on your bank.
• Net banking refunds typically take 5 to 10 working days.
• Cash payments are refunded by bank transfer or UPI to an account in the name of the person who paid.
• You receive a refund confirmation with a reference number as soon as we initiate it, and it appears in the Payments section of your account.

8. How to request a refund

Raise a support ticket from your account with the booking or invoice number, or call us. We acknowledge every request within one working day and give you a decision within three.

If you disagree with the decision, write to support@uvinfosystems.com marked for the attention of the service manager, and we will review it independently of the person who handled it first.