Refund & Cancellation Policy

1. Introduction

This Refund & Cancellation Policy explains when bookings may be cancelled, when refunds may be issued, and your payment obligations when you use services offered by Rescue Uncle Solutions Private Limited ("Rescue Uncle," "we," "us," or "our").

This Policy applies to all services booked through the Rescue Uncle website, mobile app, WhatsApp, customer care, or any authorised partner platform.

This Policy supplements our Terms and Conditions and Warranty Policy. In case of conflict regarding refunds or cancellations, this Policy prevails for those matters.

By booking a service, you agree to this Policy.

2. Service Channels

Rules may vary depending on the channel you book:

3. Booking and Cancellation

3.1 Booking Status

Submitting a service request is a request for service, not a confirmed appointment, until accepted and scheduled by Rescue Uncle.

3.2 Cancellation by You

• Before pickup or technician dispatch: Cancellation is generally permitted. Logistics or visit charges already incurred may be deducted from any prepaid amount or invoiced separately.
• After pickup or visit started: Cancellation may not be available once the device is in transit or diagnosis has begun, except as set out below.
• After repair approval: Once you approve a repair estimate, cancellation of the approved repair work is not permitted. You remain responsible for authorised repair and logistics charges.

3.3 Cancellation by Rescue Uncle

We may cancel or refuse service if the pincode is unserviceable, device information is inaccurate, the device is ineligible, safety concerns arise, or for valid operational reasons. Applicable prepaid amounts will be refunded minus any costs already incurred.

3.4 Rescheduling and No-Shows

• Rescheduling is subject to slot availability.
• If you are unavailable for scheduled pickup or delivery for two (2) consecutive days without rescheduling, we may treat the order as cancelled under Section 5.
• Repeated no-shows may restrict future bookings.

4. General Refund Eligibility

Refunds are not automatic for all cancellations. A refund is considered only when:

1. You qualify under Sections 5, 6, or 7 below;
2. The request is raised via the app support section or at support@rescueuncle.in;
3. You provide your service ID and payment reference; and
4. No fraud, abuse, or policy violation is involved.

Refunds do not apply to:

• Services already rendered or repairs completed with your approval;
• Parts ordered, consumed, or installed with your approval;
• Brand service centre charges incurred after your approval;
• Pickup/return logistics when you declined repair after diagnosis (Section 5);
• Care+ Plans after activation, except where required by law;
• Coupon discounts (not redeemable for cash).

5. Pickup, Delivery & Logistics — Refund Matrix

6. Service Centre Channel

6.1 Non-Repairable Device

A refund of the repair amount (if paid in advance) is issued only when the authorised brand service centre officially declares the device non-repairable.

• The brand service centre’s determination is final for repairability and warranty decisions.
• Return delivery charges still apply for sending the device back.
• No refund of logistics if you declined repair when repair was possible.

6.2 Diagnosis and Inspection

• Diagnosis at the authorised brand service centre is free for eligible Service Centre bookings.
• No diagnosis fee applies even if you later decline repair.
• Declining repair after diagnosis does not entitle you to a refund of pickup/return logistics charges.

6.3 Repair Approval

• Repair estimates are shared before work is authorised.
• By approving an estimate, you authorise Rescue Uncle to proceed and agree to pay applicable charges.
• Rescue Uncle may pay the service centre in advance on your behalf.

7. Home Visit Channel

• Home Visit services are billed per the estimate confirmed at booking or after on-site diagnosis.
• Cancel before technician dispatch - prepaid amounts refunded minus applicable cancellation charges.
• If a technician visits and diagnosis is performed, visit charges may apply even if you decline further repair.
• Home Visit is generally not covered under manufacturer warranty unless stated at booking.

8. Payment Obligation After Repair Approval

• You must pay the full approved repair cost and applicable logistics charges before or upon delivery.
• Rescue Uncle may pay the service centre or incur costs on your behalf in advance.
• If payment is not made within the communicated timeline:
  • Your device may be held until full payment is received;
  • Storage, redelivery, and penalty charges may apply; and
  • Rescue Uncle may initiate legal recovery as permitted by law.

9. Refund Processing Time

For approved refunds on online payments:

• Refund is initiated within 5–7 working days of approval.
• Credit to your original payment method typically occurs within 7–14 business days, depending on your bank or payment provider.
• Cash payments are refunded via bank transfer or other verified method.

Rescue Uncle is not responsible for delays caused by banks, payment gateways, or incorrect details provided by you.

10. Care+, Coupons and Promotions

• Care+ Non-refundable after activation unless required by law or stated in plan terms.
• Coupons: No cash value. May be reinstated at our discretion if an order is cancelled, subject to validity rules.

11. Your Responsibilities

You agree to:

• Provide accurate pickup, delivery, and contact details;
• Be available or reschedule promptly for pickup, Home Visit, and delivery;
• Review and confirm repair estimates responsibly before approval;
• Make timely payment for approved and completed repairs;
• Back up device data before handover.

Failure to meet these responsibilities may result in cancellation without refund of logistics charges, device hold, or account restrictions.

12. Disputes

Raise refund disputes at support@rescueuncle.in with your service ID. We aim to respond within a reasonable period, typically 30 days.

This Policy is governed by the laws of India. See our Terms and Conditions for jurisdiction and dispute resolution. Nothing here limits your statutory consumer rights.

13. Contact Us

• Email: support@rescueuncle.in
• WhatsApp: +91 8595753001
• Website: https://rescueuncle.in

14. Your Agreement

By booking a service, you confirm that you have read and agree to this Policy, including payment responsibility after repair approval, applicable logistics charges, device hold rights for non-payment, and refund eligibility limits above.

This Refund & Cancellation Policy was last updated on June 10, 2026.