Cancellation & Refund Policy
This policy explains when a customer or technician may cancel, when a disclosed minimum service charge may apply and how direct-payment disputes are handled during the pilot.
1. Before technician assignment
A customer may normally cancel without a MalwaFix cancellation fee before a technician is assigned or begins travel.
2. After assignment or travel
If a technician has accepted the job or begun travel, the minimum service charge shown in the booking may apply. A charge should not be imposed when the technician materially changes the disclosed amount, is seriously late without notice or cannot perform the requested service.
3. Technician cancellation
A technician should cancel promptly when unavailable or unable to perform the work safely. MalwaFix may try to reassign the booking, but reassignment and arrival time are not guaranteed.
4. Customer unavailable
If the address is incorrect or no responsible adult is present after reasonable contact attempts, the technician may leave. A previously disclosed and confirmed minimum service charge may still apply.
5. Estimate rejected after inspection
If the customer rejects the repair estimate after inspection, the recorded minimum service charge may remain payable. Repair labour, parts and travel not approved by the customer should not be added. A technician may waive the minimum service charge, and MalwaFix may review exceptions involving material service or conduct problems.
6. Work already started
When customer-approved work has started, the customer should pay for authorised work and non-returnable materials already used or specially purchased. Disputed extra work that was not approved should be reviewed separately.
7. Direct payments and refunds
During the pilot, money is normally paid directly to the technician. MalwaFix may assist with evidence and communication but may not hold, reverse or refund that payment. A refund, rework or price adjustment depends on the facts, any written warranty and the technician’s agreement, subject to applicable consumer law.
8. How to report a dispute
Submit the booking reference, amount, payment proof, agreed estimate, photographs and a factual description through the complaint process. Do not publish Aadhaar, phone numbers, addresses or private documents in public posts.