Cancellation Policy for Hello RE

At Hello RE, we understand that unforeseen circumstances may lead to cancellations. We strive to maintain a balance between flexibility for our customers and ensuring fairness for our technicians and operational costs. Below is our comprehensive cancellation policy:

1. Cancellation by the Customer

• Prior to Technician Dispatch: Customers may cancel their service request without incurring any charges if the cancellation is made before the technician is dispatched. Please contact our support team immediately to process the cancellation.
• After Technician Dispatch: If a customer cancels the service request after the technician has been dispatched or upon the technician's arrival at the customer's location, a visiting charge will be applied. The applicable visiting charge will be clearly mentioned in your order details.
• During Service: If the customer decides to cancel the service after the technician has started the work, the customer will be charged for the work completed up to that point, along with any applicable visiting charges.

2. Cancellation by Hello RE

• Unavailability of Parts or Technicians: In rare cases where a service cannot be completed due to the unavailability of parts or technicians, Hello RE reserves the right to cancel the order. Customers will be informed promptly, and any advance payments made will be fully refunded within 5-7 business days.
• Incorrect or Incomplete Customer Information: Orders may be canceled if the provided address, contact details, or other necessary information is found to be incorrect or incomplete. In such cases, customers will be informed, and visiting charges (if applicable) may still be levied.

3. Rescheduling Requests

Customers can request to reschedule their service appointment without incurring additional charges if the request is made at least 3 hours prior to the scheduled time. Rescheduling requests made less than 24 hours in advance may incur a nominal rescheduling fee.

4. Refunds for Canceled Orders

• For cancellations initiated by Hello RE, any payments made by the customer will be fully refunded.
• For cancellations initiated by the customer, refunds will be processed as per the terms above. Refunds (if applicable) will be issued to the original payment method and may take 5-7 business days to reflect in your account.

5. Non-Cancellable Services

Certain services may be non-cancellable due to their nature (e.g., specialized services requiring pre-ordered parts or equipment). These will be explicitly mentioned at the time of booking.

6. No-Show Policy

If the technician arrives at the scheduled location and is unable to proceed with the service due to the customer's absence or unavailability, the service will be marked as a no-show. In such cases:

• The visiting charge will be applied.
• The service can be rescheduled upon payment of the applicable charges.

7. How to Cancel or Reschedule

To cancel or reschedule your service, please contact us through one of the following methods:

• Email: care@hellore.in
• Customer Support: +91 94038 90334

Ensure to provide your order ID and reason for cancellation or rescheduling to expedite the process.