Refund & Cancellation Policy

1. Scope, Definitions and How Our Service Works

This Refund & Cancellation Policy ("Policy") applies to all repair bookings for mobile phones and tablets made with PiknFix ("we", "us", "our") through our website, by phone, at our walk-in shop, or through any of our home pickup & drop, walk-in/drop, or mail-in/courier fulfilment options.

Our process is designed to protect you. You book online and choose your device, problem and fulfilment option with no upfront payment. A technician then inspects the device and sends you a WRITTEN QUOTE. No chargeable repair work begins, and no spare parts are specially ordered, until you APPROVE that quote. We use genuine or quality-tested spare parts and provide a limited warranty (default 90 days, set per repair) together with live order tracking.

This Policy must be read together with our Terms & Conditions and Warranty Policy. To the extent of any conflict on a refund or cancellation matter, this Policy prevails. This Policy does not, and is not intended to, take away or reduce any right or remedy available to you as a consumer under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, or other applicable Indian law. If any clause is held to be unfair, void or unenforceable, it will be read down to the minimum extent necessary and the remainder of this Policy will continue to apply.

• "Booking" means a confirmed repair request for a device.
• "Diagnostic / Inspection / Visit Fee" means the disclosed charge for a technician's visit and/or the examination and assessment of the device.
• "Quote" means the written estimate of parts, labour and applicable GST sent to you after inspection.
• "Approved Work" means repair work you have authorised by accepting a Quote.
• "Advance / Part-Payment" means any amount you pay before completion (for example, towards parts or as a deposit).
• "Working Day" means a day other than a Sunday or a public/bank holiday at our place of business.

2. Free Cancellation - Before Pickup or Inspection

You may cancel a Booking FREE OF CHARGE, with a full refund of any amount paid (if any), at the following stages. Because we do not take payment upfront, a free cancellation at these stages will usually involve no refund at all - there will simply be nothing to charge.

• Home pickup & drop: any time before the technician is dispatched to collect, or before the device has been collected from you, whichever is earlier.
• Walk-in / drop at shop: any time before you hand over the device and before inspection has begun.
• Mail-in / courier: any time before you dispatch the device to us (or, if we have already received it, before inspection has begun).
• To cancel free of charge, contact us using the details in Section 11 and quote your Booking / Order ID. A cancellation takes effect only when we acknowledge it in writing (by SMS, WhatsApp, email or an order-tracking update); a cancellation requested after the relevant stage above will be treated under Sections 3 to 6.

3. What Is Non-Refundable

The following amounts reflect costs and work we have actually incurred or irreversibly committed on your behalf, and are NON-REFUNDABLE once the relevant stage is reached. Each of these charges is disclosed to you up front, so you can make an informed choice before it applies. These are genuine pre-estimates of cost - a technician's time and travel, parts procured specifically for your device, and labour performed - and are not penalties.

Nothing in this Section affects your right to a refund or other remedy where there is a proven deficiency in service, defect, or negligence on our part (see Sections 4, 8 and 9).

• Diagnostic / Inspection / Visit Fee: once a technician has visited and/or inspected the device, this disclosed fee (for example ₹199-₹499, as notified at booking) is non-refundable, even if you choose not to proceed with the repair.
• Approved Work: once you have approved a Quote and repair work has begun, the charge for that work is non-refundable to the extent the work has actually been carried out.
• Specially Ordered / Custom Parts: once parts have been ordered or procured specifically for your repair following your approval, their cost is non-refundable. Custom-ordered, OEM-specific, opened, fitted or non-returnable parts cannot be refunded once procured, save where they are defective.
• Courier / logistics charges actually incurred for pickup, drop or mail-in handling are non-refundable once that service has been performed.
• Convenience, rush or expedited-service fees, where you have opted for them, are non-refundable once the expedited handling has started.

4. When You ARE Entitled to a Refund

We will refund amounts you have paid - in full or in part, as appropriate - in the following situations:

• You cancel before pickup or inspection as described in Section 2 (full refund of any amount paid).
• You have not approved any Quote and we are unable to carry out the repair you booked (refund of any advance, less only a Diagnostic / Visit Fee where a visit or inspection was actually performed).
• After you approve a Quote we are unable to complete the repair for reasons attributable to us (for example, a required genuine part is unavailable) and you do not wish to proceed (refund of amounts paid for work not done and for parts not used or returnable).
• There is a proven deficiency in service, or the repair fails due to our workmanship within the warranty period and we are unable to re-repair or replace it (see Sections 8 and 9).
• Duplicate, failed or excess payment (see Section 7).
• Refunds are calculated on a pro-rata basis: we deduct only the non-refundable items in Section 3 that genuinely apply (work actually performed, parts already used or specially ordered, and fees actually incurred) and refund the balance. We will share a clear breakup of any deductions.

5. No-Fault-Found and Cancellation After Inspection

Sometimes our technician inspects a device and finds no fault, an unrepairable condition, or a fault different from the one you reported. Where a device cannot be economically or safely repaired (for example, severe internal corrosion or board-level damage), we will explain this in the Quote and you may decline. In that case the disclosed Diagnostic / Visit Fee remains payable because the inspection work was genuinely performed, but you owe nothing further.

• If no fault is found, or you decline the Quote after inspection, the disclosed Diagnostic / Inspection / Visit Fee is payable and non-refundable, as the assessment work was actually carried out.
• No charge beyond the disclosed Diagnostic / Visit Fee applies if you decline before any Approved Work begins.
• If, on inspection, the actual fault differs from the reported fault, we will send a revised Quote for your approval before carrying out any chargeable work.

6. Advance and Part-Payment Handling

Most repairs require no advance. Where an advance or part-payment is taken (for example, towards a special-order part or as a deposit on a high-value repair), it will be applied to your final invoice.

If you cancel or decline to proceed after an advance has been paid, we will refund the advance after deducting only the non-refundable amounts under Section 3 that genuinely apply (such as parts already specially ordered, work already done, or the Diagnostic / Visit Fee). Any balance after such deductions is refunded to you. If costs genuinely and verifiably incurred on your specific repair exceed the advance, the shortfall may be payable by you, limited strictly to those actual incurred costs and supported by evidence on request.

7. Duplicate, Failed and Excess Payment Handling

Online payments are processed through RBI-regulated payment channels. If a payment fails but an amount is debited from your account, it is usually auto-reversed by your bank or payment provider within the standard banking timeline (commonly up to 5-7 working days).

If you are charged twice for the same Booking, or charged more than the approved invoice, the duplicate or excess amount will be refunded in full to your original payment method once verified, with no deductions. Please report any such payment issue promptly (see Section 11), quoting your transaction reference / UTR, so we can verify and process it quickly.

8. Warranty, Re-Repair First, and Warranty Exclusions

Completed repairs carry a limited warranty (default 90 days, or as stated for your specific repair) covering only the specific part we replaced and the specific workmanship we performed. If a covered repair fails within the warranty period, our first remedy is to re-repair or, at our discretion, replace the affected part at no charge. A refund is considered only where re-repair or replacement is not reasonably possible.

The warranty does NOT cover, and refunds will not be given under it, for issues falling within the following exclusions, as these are outside the scope of our repair and beyond our control. This does not affect your statutory rights in respect of a proven defect or deficiency in our service:

• Physical or accidental damage occurring after our repair (drops, cracks, bends, pressure or impact damage).
• Liquid or moisture damage, corrosion, or the worsening of pre-existing liquid damage.
• Tampered, broken or removed warranty / security seals, or evidence of the device being opened after our service.
• Any repair, modification or opening of the device by you or any third party after our service.
• Software, firmware or operating-system issues, malware, app problems, or issues arising from updates, unlocking, rooting or jailbreaking.
• Normal wear and tear, gradual battery-capacity degradation over time, and cosmetic marks.
• Faults in parts or areas we did not repair, and pre-existing or undisclosed faults.
• Use of non-genuine accessories or chargers, or non-recommended power sources.

9. Your Data, Your Belongings, and Our Liability

DATA BACKUP IS YOUR RESPONSIBILITY. Please back up all data and remove SIM cards, memory cards, cases and accessories before handing over your device. Repairs can sometimes result in loss of data, and we strongly recommend a full backup beforehand. Except to the extent any loss is directly caused by our negligence or deficiency in service, we are not responsible for loss of data, software, contacts, photos, SIM cards, memory cards or accessories left in or on the device.

We handle any personal or device data we access only as reasonably necessary to perform the repair, and in accordance with the Information Technology Act, 2000 and the SPDI Rules.

We are not liable for pre-existing or undisclosed faults, for damage already present, for liquid or water damage that worsens during or after handling despite reasonable care, or for devices previously opened, tampered with or repaired by others. Where reasonably possible, we will point out such conditions in our Quote.

Limitation of liability: subject to the paragraph below, and to the maximum extent permitted by law, our total liability for any claim relating to a repair is limited to the amount you actually paid us for that specific repair, and we are not liable for indirect, incidental or consequential losses (such as loss of business, loss of use, or loss of profit). NOTHING in this Policy excludes or limits our liability for death or personal injury caused by our negligence, for fraud, for deficiency in service, or for any other liability that cannot lawfully be excluded or limited under the Consumer Protection Act, 2019 or other applicable Indian law - those rights remain fully available to you.

10. Our Rights, Unclaimed Devices and Storage

We reserve the right to refuse, pause or decline a repair where it is unsafe or unlawful, where the device appears to be stolen or ownership cannot be reasonably verified, where required genuine parts are unavailable, or where the repair is not economically or technically viable. If we decline before any Approved Work, only the disclosed Diagnostic / Visit Fee (where a visit or inspection occurred) is payable.

Once a repair is completed or a Quote is declined, please collect your device, or arrange its return, promptly. We will notify you when the device is ready or available for return.

• A reasonable storage fee (for example, ₹50 per day) may apply after a stated number of days from our ready / decline notification, provided this was disclosed to you.
• If a device remains uncollected, we may, after giving you written notice and a clearly stated final notice period of not less than 90 days, and after reasonable attempts to contact you, deal with the device as permitted by applicable law to recover our genuine outstanding dues and costs (including, where lawful, sale, disposal or recycling).
• Any net proceeds remaining after deducting our genuine dues and reasonable costs will be dealt with as required by applicable law and made available to you.

11. How to Request a Refund or Cancellation

To cancel a Booking or request a refund, contact us through any channel below, quoting your Booking / Order ID and registered mobile number. For payment-related refunds, please also include the transaction reference / UTR.

• Phone / WhatsApp: +91 81018 87381
• Email: hello@piknfix.com
• In person: at West Barasat, Sutia Barasat, Gaighta, 24 PGS (N), West Bengal, 743273, India during business hours (24x7)
• Through your live order-tracking page, using the Cancel / Refund request option.
• We will acknowledge your request and confirm in writing whether it is approved, partially approved (with deductions explained under Section 3), or declined with reasons.

12. Refund Method, Timeline and GST

Approved refunds are made to your ORIGINAL payment method (UPI, card or net-banking; where the original payment was in cash, by bank transfer / UPI to a verified account, or in cash at the shop).

We aim to initiate approved refunds within 5-7 working days of approval. The time for the amount to then reflect in your account depends on your bank or payment provider (typically a few additional working days). Refunds will be made within, and will not exceed, the maximum turnaround time prescribed by RBI for the relevant payment instrument.

Where GST was charged, refunds are adjusted in accordance with applicable GST rules. Refund amounts are net only of the non-refundable items set out in Section 3 that genuinely apply, and we will share a clear breakup of any deductions with your refund confirmation.

13. Grievance Redressal and Escalation

We take complaints seriously and aim to resolve them quickly and fairly. If you are unhappy with a refund decision or any aspect of our service, please escalate to our Grievance Officer, whose details are published below as required by the Consumer Protection (E-Commerce) Rules, 2020.

Our Grievance Officer will acknowledge your complaint within 48 hours of receipt and will endeavour to resolve it within one month (30 days) of receipt.

If your complaint is not resolved to your satisfaction, you may approach the National Consumer Helpline (1915 / consumerhelpline.gov.in) or file a complaint before the appropriate District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019. This Policy is governed by the laws of India and is subject to the jurisdiction of the competent consumer forums and courts in India.

• Grievance Officer: PiknFix
• Email: hello@piknfix.com
• Phone: +91 81018 87381
• Address: West Barasat, Sutia Barasat, Gaighta, 24 PGS (N), West Bengal, 743273, India
• Acknowledgement within 48 hours; resolution targeted within 30 days.