Service & Refund Policy
Service standards and refund guidelines
Last updated: January 13, 2025
At Servsy Technologies Pvt. Ltd., we are committed to providing excellent after-sales service coordination. This Service & Refund Policy outlines our service standards, refund eligibility criteria, and resolution processes.
Service Coordination Model
Servsy coordinates after-sales services through authorized partners. We do not sell goods directly - our refund policy applies to service coordination fees and related charges only.
Service Policy Overview
Service Coordination Model
- Servsy coordinates after-sales services through authorized service partners
- We do not directly sell goods or products - only service coordination
- All physical services are performed by certified technicians from our partner network
- Service quality is monitored and assured through our quality management system
- We facilitate warranty claims and out-of-warranty service requests
Service Categories
- In-warranty services: Covered under manufacturer warranty terms
- Out-of-warranty services: Chargeable based on service partner rates
- Preventive maintenance: Scheduled maintenance and health checks
- Emergency services: Priority response for critical issues
- Installation and setup services: New device installation and configuration
Refund Eligibility
Eligible for Refund
- Service not performed due to technician no-show (full refund)
- Service cancelled by customer before technician dispatch (full refund)
- Service cannot be completed due to unavailable parts (coordination fee refund)
- Duplicate payment made for the same service request
- Service quality does not meet agreed standards (partial/full refund based on assessment)
Service Guarantee Scenarios
- If service is not completed within agreed timeline due to our coordination failure
- If wrong service partner is assigned leading to service incompatibility
- If service partner fails to follow safety protocols causing additional issues
- If diagnostic assessment is incorrect leading to unnecessary service charges
Non-Refundable Scenarios
Service Completion
- Services completed satisfactorily as per agreed scope
- Parts replaced or installed as requested (parts cost non-refundable)
- Diagnostic services completed and report provided
- Service completed but customer dissatisfied with device performance (not service quality)
- Customer-requested service modifications after completion
Customer-Related Issues
- Service cancelled after technician has reached customer location
- Customer unavailable during scheduled service window
- Device issues discovered to be beyond repair scope (diagnostic fee applies)
- Customer refuses service after technician assessment and preparation
- Additional issues found during service that require separate charges
External Factors
- Manufacturer warranty rejection (not due to our coordination error)
- Device damage due to customer misuse or external factors
- Service delays due to natural disasters, strikes, or force majeure events
- Parts unavailability from manufacturer (coordination fee may be refunded)
- Customer location inaccessibility due to external restrictions
Refund Process & Timeline
How to Request Refund
- Contact our customer support within 7 days of service completion
- Provide service ticket number and reason for refund request
- Submit supporting evidence (photos, videos, documentation) if applicable
- Our team will investigate and respond within 48 hours
- Refund approval/rejection will be communicated with detailed reasoning
Refund Timeline
- Investigation period: 2-5 business days from request submission
- Approved refunds processed within 7-10 business days
- Refund credited to original payment method used
- UPI/Digital wallet refunds: 1-3 business days
- Credit/Debit card refunds: 5-10 business days (bank dependent)
- Cash payments refunded via bank transfer (account details required)
Partial Refunds & Adjustments
Partial Refund Scenarios
- Service partially completed but not fully satisfactory
- Some parts installed successfully, others unavailable
- Service completed with delays due to coordination issues
- Additional charges applied incorrectly (refund of excess amount)
- Service downgrade accepted by customer (refund of difference)
Calculation Method
- Refund amount based on undelivered service components
- Parts successfully installed are non-refundable
- Labor charges refunded proportionally to incomplete work
- Coordination fee refunded if service coordination failed
- Transportation charges may be retained if technician visited
Warranty Service Policy
In-Warranty Services
- No charges for services covered under manufacturer warranty
- Warranty validation done before service confirmation
- If warranty claim is rejected, customer will be informed before proceeding
- Out-of-warranty charges apply if warranty is void or expired
- Warranty service refunds only applicable for coordination failures
Warranty Claim Rejections
- Physical damage, liquid damage, or misuse voids warranty
- Tampering or unauthorized repairs void warranty coverage
- Warranty period expired based on purchase date verification
- Product not covered under manufacturer's warranty terms
- Customer will be offered out-of-warranty service options
Dispute Resolution
Internal Resolution Process
- Level 1: Customer support team handles initial complaints
- Level 2: Service quality team reviews disputed cases
- Level 3: Management review for complex disputes
- Independent assessment by third-party expert if required
- Final decision communicated with detailed explanation
External Resolution
- Consumer forum complaints accepted as per Indian consumer protection laws
- Arbitration available for disputes above ₹1,00,000
- Legal jurisdiction: Gurugram, Haryana courts
- We commit to fair resolution and customer satisfaction
- Documentation and evidence will be provided for legal proceedings
Special Circumstances
Emergency Services
- Emergency service charges are premium-rated and generally non-refundable
- Refunds considered only if emergency response fails completely
- Priority service fees retained even if regular service timeline would have worked
- Customer must demonstrate genuine emergency need for refund consideration
Repeat Service Issues
- If same issue recurs within 30 days, re-service provided free of charge
- Third occurrence of same issue may qualify for full refund
- Chronic device issues may result in service discontinuation recommendation
- Customer may be advised to seek manufacturer replacement/exchange
Service Partner Issues
- If service partner causes additional damage, full liability coverage provided
- Service partner misconduct results in immediate refund and corrective action
- Quality issues due to partner negligence handled with priority resolution
- We take full responsibility for authorized partner actions during service
Important Billing Notice
Out-of-Warranty Services: Services outside manufacturer warranty coverage will incur charges. Pricing is determined by our service partners and communicated upfront. Payment is typically required before service completion. Additional charges may apply for parts, specialized tools, or extended service time.
Need Help with Service or Refund?
For service issues, refund requests, or policy clarifications, contact us:
Customer Support: support@servsy.in
Refund Requests: refunds@servsy.in
Address: Servsy Technologies Pvt. Ltd., Gurugram, Haryana 122015
Our customer support team is available Monday to Saturday, 9:00 AM to 7:00 PM IST. We aim to resolve all service and refund queries within 48 hours.