Refund Policy

Refund and Cancellation Policy

Terms under which customers may cancel home service bookings and seek refunds for payments made through or outside the ProInfraCompany platform.

Effective date: 01-07-2025

Company: PROINFRACOMPANY (DR INFRA SOLUTIONS LLP)

Owner: DR INFRA SOLUTIONS LLP

Registered Office: Flat No. 1093, Prestige Tranquility, Budigere Cross, Bangalore – 560049, India

Website: www.proinfracompany.com

Overview

This Refund and Cancellation Policy ("Policy") governs the terms under which customers ("Users" or "Customers") may cancel home service bookings and seek refunds for payments made through or outside the ProInfraCompany platform ("Platform"). This Policy forms an integral part of the Platform's Terms of Use. By using the Platform to book home services, you agree to be bound by the terms of this Policy.

1. Payment Made via the Platform at the Time of Booking

1.1 Cancellation Terms

Cancellation more than 4 hours prior to scheduled service: Full refund.
Cancellation within 4 hours of scheduled service: 50% refund.
Cancellation after the service provider is en route or has arrived at the location: No refund.

1.2 Refund Processing

Refunds will be initiated to the original payment method within 5–7 business days, subject to bank processing timelines.

2. Payment Made via the Platform After Completion of Service

2.1 Cancellation Terms

Cancellations must be made before service commencement to avoid charges.
Once the service has commenced or is completed, no cancellations or refunds are permitted.

2.2 Dispute Resolution

The Platform may, at its sole discretion, provide one of the following remedies based on internal review and supporting evidence:

Rework by the same or an alternate service provider.
Partial refund, at the sole discretion of the Platform.

3. Payment Made Outside the Platform After Completion of Service

The Platform does not assume responsibility for payments made outside its official payment channels. No refund, dispute resolution, or customer support shall be extended in such cases. Customers are strictly advised to transact only through the Platform.

4. Partial or Advance Payment via Platform Before or During the Service

4.1 Cancellation Before Service Start

4 or more hours before the scheduled service time: Full refund of the advance amount.
Within 4 hours of the scheduled service time: 50% refund of the advance amount.
After the service has commenced: Refund eligibility is subject to the Platform's assessment.

4.2 Mid-Service Cancellation

Refunds will be determined based on:

Pro-rata calculation for work completed.
Consideration of materials and resources already used.
Approved refunds will be initiated within 5–7 business days, subject to assessment.

5. Partial or Advance Payment Made Outside the Platform

The Platform bears no responsibility for payments made outside its official payment channels, and no support, refund, or redressal will be offered. Customers should make all payments through the Platform to remain eligible for protection under this Policy.

6. Valid Mode of Cancellation and Refund Request

All cancellation and refund requests must be submitted through the official ProInfraCompany website or mobile application. Requests made directly to the service provider or through third-party channels will not be considered valid.

7. General Provisions

7.1 Service Provider No-Show

If a booked service is cancelled by the service provider or the service provider fails to attend the scheduled appointment, the Customer will be entitled to a full refund, including any advance payments.

7.2 Duplicate or Erroneous Transactions

In the event of duplicate payments or incorrect charges processed through the Platform, a full refund will be issued upon successful validation.

7.3 Refund Processing Timeline

All approved refunds will be initiated within 5–7 business days. The Platform is not liable for delays caused by payment gateways, banks, or other financial institutions.

7.4 Dispute Escalation

Customers must contact the Platform's customer support within 24 hours of the incident or scheduled service time.

8. Governing Law and Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of the Republic of India. Any disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts located in Bengaluru, India.

9. Amendments to the Policy

The Platform reserves the right to amend or update this Policy at any time without prior notice. Continued use of the Platform after such changes constitutes acceptance of the revised Policy.