Effective Date: 30th may 2025
HCIN Digital (hereinafter referred to as “we”, “us”, “our”, or “HiX”) is committed to delivering reliable and responsive on-demand IT service management (ITSM) solutions, including remote and on-field support. In keeping with our dedication to customer satisfaction, we have established a clear and transparent refund policy. This Refund Policy applies to all service tickets raised and paid for via the HiX platform.
1. Eligibility for Refunds
Ticket canceled within 5 minutes of confirmation
100%
Ticket canceled after 5 minutes but before the engineer reaches the customer site
70%
Ticket canceled after the engineer has reached the customer site
0%
2. Additional Terms
Time Reference: The time of cancellation will be based on the timestamp recorded in our system at the time the cancellation request is submitted via the HiX platform.
Engineer Arrival: The determination of whether an engineer has reached the customer site will be based on the service logs and engineer check-in timestamp via our mobile app or tracking system.
Partial Refunds: If eligible, partial refunds (70%) will be processed after deducting applicable processing or service dispatch costs.
Mode of Refund: Refunds, if applicable, will be credited to the original payment method used during the booking. Processing may take 7–10 business days depending on your bank or payment service provider.
Non-Refundable Charges: Any third-party charges, government taxes, or statutory fees (if applicable) may not be refundable.
3. Exceptions
Emergency Service Requests: Tickets marked as “Emergency” or “Priority” services, once confirmed, are non-refundable under any circumstances due to expedited dispatch and resource allocation.
No-show by Customer: If the engineer arrives onsite and is unable to commence work due to the customer’s unavailability or lack of access, no refund will be provided.
Misuse or Abuse: HiX reserves the right to deny refund requests in case of abuse of the policy, repeated cancellations, or fraudulent claims.
4. Policy Updates
We reserve the right to amend this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website. Continued use of our services after changes constitute acceptance of the updated terms.
5. Contact Us
For any refund-related queries or to initiate a cancellation, please contact us at:
This Refund Policy is governed by and construed in accordance with the laws of India. Disputes, if any, shall be subject to the exclusive jurisdiction of the courts in india.
