REFUND POLICY

We are committed to providing exceptional services and ensuring our customers’ satisfaction. If you have any concerns or issues regarding your booking, feel free to reach out to us at contact@tofg.in or through our Contact Us form.

Our team is here to assist you and address any problems during the service process. Below are the detailed refund policies for different types of services:

Instant Service Refund Policy

1. Immediate Cancellation:
   > If an instant service is canceled within 2 minutes of booking, the full visiting charges will be refunded.
2. Late Cancellation:
   > If an instant service is canceled after 2 minutes, no refund will be provided, as the visiting charges are allocated to the employee who has already started traveling to your location.
3. Unauthorized Employee:
   > If the employee who arrives does not match the details shared with you, you have the right to cancel the booking.
   > During cancellation, you will be asked to provide a reason. Select from the predefined options, or choose “Other” and provide a brief explanation.

Our backend team will promptly investigate your complaint. If the reason is deemed valid, we will approve the refund process.

Note: Refunds will be processed using the original payment method. The timeline for processing depends on your bank’s policies.

Scheduled Service Refund Policy

1. Cancellation Timelines:
   > More than 2 hours before the scheduled time: Full visiting charges will be refunded.
   > Between 1 and 2 hours before the scheduled time: 50% of the visiting charges will be refunded.
   > Within 1 hour of the scheduled time: No refund will be issued.
2. Unauthorized Employee:
   > If the arriving employee does not match the shared details, you can cancel the booking.
   > Provide a reason for cancellation through the predefined options or use the “Other” option with a short explanation.

Our backend team will review your complaint. If your reason is found valid, the refund process will be approved.

Note: Refunds will be processed using the original payment method. The timeline for processing depends on your bank’s policies.

Online Service Refund Policy

1. Connectivity Issues:
   > If the assigned online employee fails to connect with you, or if there are network issues preventing communication, you may raise a cancellation and refund request.
2. Documentation Required:
   > Provide the following during the cancellation process:
   > Proof that the online employee did not connect (e.g., screenshots of Zoom or similar platforms).
   > Booking ID and waiting time details.

Our backend team will thoroughly investigate your complaint. If your claim is genuine, we will proceed with the refund.

Note: Refunds will be processed using the original payment method. The timeline for processing depends on your bank’s policies.

Item Refund Policy

1. Cancellation Timelines:
   > Within 2 minutes of placing the order: A full refund will be processed.
   > After 2 minutes: No refund will be provided, as the item may already be dispatched for delivery.
2. Damaged or Incorrect Items:
   > If the received goods are damaged or incorrect, please:
   > Take a photo of the item(s).
   > Contact us immediately to arrange for a replacement or exchange.
   > Do not dispose of the item(s) until the replacement process is completed.
3. Transport Costs:
   > We will cover all transportation costs involved in replacing or exchanging incorrect or damaged items.
4. Returns:
   > In certain cases, we may ask you to send the item(s) back before issuing a replacement or refund.
   > For issues due to our error or damage during transit, we will cover all return shipping costs.

Note: Refunds will be processed using the original payment method. The timeline for processing depends on your bank’s policies.

We value your trust in our services and aim to resolve all issues promptly and fairly. For any further assistance, don’t hesitate to contact us at contact@tofg.in