Cancellation & Refund Policy
CANCELLATION & REFUND POLICY
Effective Date: 03 October 2026
Last Updated: 03 October 2026
This Cancellation & Refund Policy explains how cancellations, visit charges and refunds are handled for services booked or requested through We Assist Home Services (“We Assist”, “we”, “us” or “our”).
This Policy should be read together with our Terms & Conditions and Privacy Policy.
1. Customer Cancellation
Cancellation More Than 2 Hours Before the Appointment
Where the customer cancels more than 2 hours before the scheduled appointment, the customer is eligible for cancellation/refund without penalty, subject to the applicable refund rules and any specific transaction terms communicated at the time of booking.
2. Technician Already Travelling
Where the technician has already started travelling to the customer's location when the customer cancels:
50% refund or applicable 50% visit charge may apply.
The applicable treatment will depend on the amount already paid and the nature of the booking.
3. Technician Has Reached the Location
Where the technician has reached the customer's location, the applicable visit/inspection charge is non-refundable.
This applies where the service cannot proceed because of circumstances attributable to the customer, including where applicable:
- Customer cancellation after arrival;
- Customer refusal to proceed;
- No access to the appliance;
- Customer unavailable; or
- Other customer-side circumstances preventing the scheduled service.
Where applicable law requires a different outcome, the law will prevail.
4. Customer Unavailable / No Access / No Response
Where a technician attends or is travelling for a confirmed appointment but the customer:
- Is unavailable;
- Does not respond;
- Does not provide access;
- Provides an incorrect location; or
- Otherwise prevents the service from taking place,
no refund of applicable charges will be due where the relevant visit or service-related cost has already been incurred.
5. Cancellation by We Assist Before Technician Departure
If We Assist cancels the booking before the technician has departed for the customer's location, any eligible advance or booking amount should be fully refunded.
6. We Assist Cannot Complete the Service
If We Assist is unable to complete the requested service after inspection, unused or unearned amounts may be refunded.
Inspection, diagnosis or visit charges remain payable where the inspection or travel has already occurred.
Examples may include circumstances such as:
- Required parts being unavailable;
- Appliance condition preventing the proposed service;
- Technical impracticality;
- Appliance being beyond reasonable repair; or
- Other legitimate circumstances preventing completion.
The applicable refund will depend on the work already performed and the amount actually earned or incurred.
7. Duplicate Payments
Where a customer has made a duplicate payment, We Assist will verify the duplicate transaction.
Once verified, the duplicate amount will normally be refunded within:
3 working days
The actual credit time may depend on the relevant payment provider or banking system.
8. Refund Processing Time
Eligible refunds are normally processed within:
3 working days
The customer's bank, card issuer, UPI provider or payment gateway may require additional time to reflect the amount in the customer's account.
We Assist is not responsible for delays caused solely by banking or payment-provider processing after the refund has been initiated.
9. Refund Method
Where a refund is approved, it may be made through:
- The original payment method;
- Another appropriate payment method; or
- Cash, where applicable.
The method used may depend on the original transaction and practical payment circumstances.
10. Inspection and Diagnosis Charges
Where an inspection, diagnosis or technician visit has already occurred, the applicable inspection/visit/diagnosis charge remains payable even if the customer subsequently decides not to proceed with the recommended repair or replacement.
Where We Assist is unable to complete a service for reasons not attributable to the customer, any unused or unearned amount may be considered for refund in accordance with this Policy and applicable law.
11. Repair Approval and Refunds
Once a customer has approved additional paid work and the work has commenced, refund eligibility will depend on:
- Work already performed;
- Parts already supplied or ordered;
- Charges already incurred;
- The specific transaction terms; and
- Applicable law.
No provision of this Policy is intended to remove a refund or other remedy that is mandatory under applicable law.
12. Product Sales
Where We Assist sells appliances or other products, returns and refunds are governed by the specific product terms applicable to that transaction.
Generally, products are not eligible for return or refund after delivery or installation, subject to applicable law and the specific product policy/terms applicable to the transaction.
Delivery damage will be handled case-by-case.
Installation charges are separate unless expressly included in the applicable invoice.
Manufacturer warranty will apply to eligible new products where applicable.
For refurbished, used or older products, any We Assist warranty applies only where specifically stated on the invoice or bill.
13. How to Request a Cancellation or Refund
Customers may contact We Assist using:
Phone: 89700-22333
Email: care@we-assist.in
The customer may be asked to provide relevant transaction information such as:
- Name;
- Mobile number;
- Booking details;
- Invoice number;
- Payment reference;
- Appointment details; or
- Other information reasonably required to verify the transaction.
14. Policy and Applicable Law
This Policy is subject to the applicable laws of India.
Nothing in this Policy is intended to unlawfully restrict a consumer's statutory rights or remedies.
This Policy should be read together with the:
Terms & Conditions: /terms-conditions/
Privacy Policy: /privacy-policy/
15. Contact Details
We Assist Home Services
#677, 1st Floor, 27th Main, 13th Cross, HSR Layout, Sector 1, Bangalore, Karnataka – 560102, India
Phone: 89700-22333
Email: care@we-assist.in
Website: https://we-assist.in
16. INSPECTION, VISITING AND DIAGNOSIS CHARGES
Inspection/visiting/diagnosis charges are applicable based on appliance type, location, service category and other relevant factors.
Indicative charges may start from:
- Semi-Automatic Washing Machine – ₹199
- Top Load Washing Machine – ₹299
- Front Load Washing Machine – ₹349
- AC – ₹449
- Single & Double door Refrigerator – ₹299
- Side by Side Refrigerator – ₹349
- LED, QLED, LCD TV– ₹349
- Microwave & oven – ₹299
- Geyser – ₹299
- Dishwasher – ₹349
- Dryer – ₹349
- Water purifier / RO – ₹299
- Deep freezer – ₹349
- Commercial appliances – charges may vary depending on the appliance and service requirement.
These amounts are indicative and may be changed from time to time.
The applicable charge communicated to the customer at the time of booking or before service shall prevail.