Refund & Cancellation Policy

Last updated: September 22, 2025

At Urban Power, we value every customer and are committed to providing a transparent, fair, and customer-centric service experience. This Refund & Cancellation Policy explains how cancellations, rescheduling, refunds, and service adjustments are handled for our services.

1. Service Booking Cancellation

1.1 Customer-Initiated Cancellation

Customers may cancel a booking up to 2 hours before the scheduled service time without any additional charges.

If a cancellation is made within 2 hours of the scheduled visit, a cancellation fee may be applied, depending on the type of service booked.

1.2 Technician Dispatched / Reached the Premises

If the technician is already on the way or has reached the customer’s location:

2. Service Rescheduling

Customers may reschedule their appointment once free of charge, provided the request is made at least 2 hours in advance of the scheduled visit.

Frequent rescheduling or last-minute rescheduling requests may incur additional charges at the discretion of Urban Power.

3. Refund Policy

3.1 Service Charges

Refunds are issued only in the following situations:

• The service has not been delivered; or
• The service cannot be performed due to Urban Power’s operational issues.

Once a service has been successfully completed, the service charges are non-refundable.

3.2 Advance Payment Refunds

If the customer has paid in advance:

• A full refund will be issued if Urban Power cancels the service.
• If the customer cancels within the allowed time window (i.e., at least 2 hours before the visit), the full amount will be refunded.
• If the cancellation is made late, applicable visit or inspection charges will be deducted from the refund.

3.3 Spare Parts Payments

• Charges for spare parts cannot be refunded once the part has been installed at the customer’s premises.
• If a part is specially ordered on the customer’s request and the customer later cancels, a restocking fee or vendor penalty may be deducted from the refund amount.

4. AMC (Annual Maintenance Contract) Refunds

• AMC amounts are non-refundable once the service period starts.
• If the customer has not availed any AMC visit, they may request a partial refund within 7 days of purchase, subject to review and approval by Urban Power.
• Misuse of appliances, violation of AMC terms, or fraudulent claims are not eligible for refunds.

5. Service Quality Issues

Urban Power strives to maintain high standards of service quality. If a customer is dissatisfied with the service provided:

• Urban Power may offer a free revisit to inspect and attempt to resolve the issue.
• Refunds will not be provided solely on the basis of dissatisfaction unless there is strong and verifiable evidence of service negligence.

6. No-Show or Unreachable Customer

If the technician reaches the location and:

• The customer is not available at the premises; or
• The provided address is incorrect or incomplete; or
• The customer does not answer calls or is otherwise unreachable,

A visit charge will be applicable, and no refund will be issued against any advance booking made for that service.

7. Mode of Refund

Approved refunds will be processed through one of the following methods:

• UPI
• Bank transfer
• Original mode of payment (where feasible)

Refunds are typically processed within 5–7 working days from the date of approval. The actual credit to the customer’s account may vary depending on the payment gateway or bank’s processing time.

8. Contact for Refund & Cancellation Support

9. Changes to This Policy

Urban Power reserves the right to update, modify, or revise this Refund & Cancellation Policy at any time without prior notice. Any changes will be effective immediately upon posting on this page.

Customers are encouraged to review this page periodically to stay informed about the latest terms and conditions.