Refund & Cancellation

1. Overview

This Refund & Cancellation Policy describes how Mechanistar Automotives handles refunds, cancellations, returns, and settlement reversals across our platform. It applies to all categories of users:

Customers Vehicle owners booking services or buying parts.
Mechanics Verified mechanic partners providing services.
Sellers Spare-parts retailers and distributors.
Delivery Independent delivery partners executing 90-minute fulfillment.

Our goal is to be fair, fast, and transparent. If something genuinely goes wrong, we will make it right.

2. Service Cancellations Customers

Doorstep Mechanic Service

• Before mechanic accepts the booking: Free cancellation. 100% refund within 5–7 working days.
• After mechanic accepts but before arrival: Free cancellation. 100% refund.
• After mechanic has arrived at your location: A visit charge of up to ₹150 may be deducted (to compensate the mechanic for time/fuel). Remaining amount is refunded.
• After service has started: Cancellation is not possible. You will be charged for the work already performed and any parts already used.

Emergency / SOS Bookings

• SOS bookings cancelled within 2 minutes of placing: 100% refund.
• After 2 minutes (mechanic dispatched): a visit charge may apply.

3. Auto Parts Orders Customers

Cancellation Before Dispatch

• Since Auto Store orders are processed for our 90-minute delivery service, free cancellation is available only within a short window — typically 2 minutes of placing the order, before it is assigned for fulfillment.
• Once an order has been assigned to a seller or delivery partner, cancellation may no longer be possible, as preparation and dispatch begin immediately to meet the 90-minute delivery target.
• If a cancellation is accepted after assignment (at Mechanistar's discretion), applicable handling or restocking charges may be deducted before the refund is processed.

Delayed 90-Minute Delivery

We target delivery of Auto Store orders within 90 minutes of order confirmation in serviceable areas. This is a best-effort service standard and not a guaranteed delivery time — actual delivery may take longer due to product availability, order volume, traffic, weather, or circumstances beyond our reasonable control. If your order is significantly delayed beyond the estimate shown in the app, you may report it via Track Order → Report Issue. Our support team will review the delay and may, at Mechanistar's discretion, offer a delivery-fee waiver or goodwill credit. A delay by itself does not automatically entitle you to a full order refund.

Returns & Refunds After Delivery

You may raise a return request within 7 days of delivery if:

• The product is damaged, defective, or not as described
• The wrong product was delivered
• The part is incompatible with the vehicle for which it was ordered (when ordered with verified vehicle details)
• The product is missing accessories or parts shown in the listing

To raise a return:

• Open the order in the Mechanistar app → tap "Return / Replace"
• Upload clear photos of the product, packaging, and invoice
• Our support team will respond within 24–48 hours

Non-Returnable Items

• Items installed or used (except defective items)
• Consumables — engine oil, lubricants, coolants, brake fluid, batteries (once opened/installed)
• Custom-fit or special-order parts
• Products without original packaging, invoice, or warranty card
• Items damaged due to misuse, accidents, or improper installation

4. Refund Timelines

• UPI / Net Banking: 3–5 working days
• Credit / Debit Card: 5–7 working days
• Wallets (Paytm, PhonePe etc): 1–3 working days
• Cash-on-Service: Refunded to your linked bank account / UPI within 5–7 working days after approval

Refunds are issued to the original payment method. The actual credit time depends on your bank.

5. Mechanic Payout Reversals Mechanics

• If a customer cancels before you arrive: no payout applies.
• If a customer cancels after you arrive but before work starts: a visit-charge payout is credited to your wallet at the next settlement.
• If a service is completed but later disputed by the customer with valid reason (poor workmanship, damage, etc.), Mechanistar may temporarily hold the relevant payout pending investigation. You will be informed in writing.
• Final payout reversals only happen after written communication and a fair opportunity for you to respond.

6. Seller Settlement Reversals Sellers

• When a customer return is approved, the corresponding settlement amount is reversed from your next payout cycle.
• If you have already received the settlement, the reversed amount is adjusted from upcoming settlements or recovered as per the seller agreement.
• You are responsible for accepting return shipments at your registered business address.
• Disputes about whether a return is valid will be reviewed by Mechanistar support. Repeated quality issues may attract penalties or account suspension.

7. Delivery Partner Payouts & Adjustments Delivery

• Delivery partners earn on a per-completed-trip basis.
• If an order is cancelled by the customer or seller before pickup, the trip is automatically cancelled, and no payout is credited for that trip.
• If an order is cancelled after pickup but before delivery (e.g., customer unavailable), the partner will be compensated with the base delivery fee, provided the package is safely returned to the original seller.
• Any physical tampering, damage to the package during transit, or failure to deposit collected Cash-on-Delivery (COD) amounts will result in immediate payout deductions, holding of weekly settlements, or permanent account deactivation.

8. How to Request a Refund

1. Open the Mechanistar app → go to My Bookings or My Orders.
2. Select the relevant booking/order.
3. Tap "Cancel", "Return / Replace", or "Raise an Issue".
4. Choose a reason and upload supporting photos if relevant.
5. Our team will review and respond within 24–48 hours.

You may also email support@mechanistar.com or WhatsApp +91 92270 94989 with your booking/order ID.

9. Disputes

If you are not satisfied with the resolution provided by our support team, you can escalate to our Grievance Officer at support@mechanistar.com. Final disputes are subject to the exclusive jurisdiction of courts at Ahmedabad, Gujarat.

10. Changes to this Policy

Mechanistar may update this Refund & Cancellation Policy from time to time. Material changes will be communicated via the app or email. The "Last updated" date at the top reflects the latest revision.

11. Contact Us

For any refund or cancellation issue:

• Email: support@mechanistar.com
• Phone / WhatsApp: +91 92270 94989
• Address: Shop No. 4, Auto Market, SG Highway, Ahmedabad – 380054, Gujarat, India