Cancellations And Refunds
Effective for bookings and product orders placed through the HelloPower Platform
This Cancellation & Refund Policy (“Policy”) applies to all bookings and purchases made through the HelloPower website and mobile application (collectively, the “Platform”). It covers two categories of transactions: (A) Service Bookings, where a technician or vendor is assigned to perform a repair, installation, inspection, or consultation at your premises; and (B) Product Orders, where physical goods are purchased and shipped to you. By placing a booking or order on the Platform, you agree to the terms set out below.
This section applies to technician repair services and vendor-visit, site-inspection, and consultation services booked through the Platform.
- ₹299 (flat): For vendor-visit / inspection-only services, charged in full at the time of booking.
- Platform fee: For technician repair services, the applicable platform fee is charged at the time of booking, as displayed at checkout.
Once a booking is confirmed, the Platform assigns an available vendor/technician for the requested slot. If a vendor does not accept the assignment within the allotted response window, the booking is offered to the next available vendor, for up to two retries. If no vendor accepts after all retries, the booking is automatically cancelled and the full amount paid is refunded to you. No cancellation fee applies in this case.
Cancellations and rescheduling requests, whether initiated by you or by the assigned vendor, are governed by a single cut-off point: two (2) hours before the scheduled arrival time.
| Stage | What happens | Refund / Charge |
|---|---|---|
| More than 2 hours before scheduled arrival | Either you or the vendor may cancel or reschedule freely. | 100% refund of the booking fee. No cancellation charge. |
| Within 2 hours of scheduled arrival, including “vendor en route” | Cancellation by either side is treated the same way because the vendor has not yet rendered any service. | ₹49 is retained by the Platform and the remaining eligible amount is refunded. The vendor does not receive a payout for a cancellation at this stage, regardless of who cancelled. |
| Vendor has arrived and the site survey has started | The booking can no longer be cancelled by you. | No refund. |
| Vendor cancels after arrival because the site is not workable or the customer declines, confirmed by you | Treated as a post-arrival cancellation. Your confirmation of the vendor’s stated reason is required; the vendor’s report alone is not sufficient. | ₹49 is retained by the Platform and ₹250 is paid to the vendor, together making up the full ₹299 booking fee. |
Rescheduling follows the same two-hour cut-off. A booking may be freely rescheduled up to two (2) hours before the scheduled slot. If rescheduling occurs before a vendor has been assigned, the vendor-assignment window described in A.2 restarts.
If the order total is greater than ₹299, the amount above ₹299 is always refunded in full, regardless of the cancellation stage. Only the ₹299 booking fee is subject to the forfeiture rules described above.
For services where the final price is confirmed only after an in-person site survey, the vendor may submit a revised price after the survey is completed. Repair work will not begin until you approve the revised price and pay the applicable balance amount. If you decline the revised price, this will be treated as a post-survey cancellation under A.3 (“Vendor cancels after arrival, confirmed by you”). The Platform retains ₹49 and the vendor receives ₹250.
- Wallet credit: Eligible refunds are credited instantly to your HelloPower wallet by default.
- Original payment method: Refund to the original payment method is available on request and may take 5–7 business days to reflect, depending on your bank or payment provider.
Where GST has been charged on the booking fee, any refunded amount will be accompanied by a proportional credit note against the original tax invoice. GST will not be retained by the Platform on any portion of the fee refunded to you.
This section applies to physical products purchased and shipped through the Platform.
- Before shipment: You may cancel a product order for a full refund of the amount paid, at no charge.
- After shipment: The order can no longer be cancelled. Once delivered, it becomes subject to the Returns & Replacements provisions below.
Return and replacement eligibility is determined at the product level and is displayed on the relevant product page and in your order details at the time of purchase.
- Returnable products: Products marked as returnable may be returned within the applicable return window if they are unused, in their original packaging, and have all accessories, tags, and other included components intact.
- Replaceable products: Products marked as replaceable may be exchanged for the same item in the event of a manufacturing defect or damage in transit, provided the request is raised within the applicable return window.
- Sealed / non-returnable products: Certain products, including hygiene-sensitive items or products expressly marked as sealed/non-returnable, are not eligible for return once the seal is broken, except where applicable in cases of manufacturing defect or damage in transit. The specific eligibility and reason, where applicable, will be shown on the product page.
The product return window must be confirmed by HelloPower before this Policy is published on the website or app. The current system supports per-product returnable, replaceable, and sealed/non-returnable flags, but the source draft does not establish a finalized number of days.
Pending company confirmation: The source draft proposed a return window of 7 days from delivery. This should not be treated as final until HelloPower confirms the applicable period.
- Prepaid orders: For eligible returns of items paid online, the refund is credited to your HelloPower wallet by default, or to the original payment method on request. Refunds to the original payment method may take 5–7 business days.
- Cash-on-delivery orders: For orders paid by cash/UPI on delivery, eligible refunds are credited to your HelloPower wallet or paid by bank transfer on request.
- Refunds are initiated after the returned product has been received and quality-checked by HelloPower.
Where GST has been charged on a product order, any refunded amount will be accompanied by a proportional credit note against the original tax invoice.
- All eligible refunds are processed within 5–7 business days of approval, subject to the processing time of the applicable bank or payment provider.
- HelloPower reserves the right to reject a cancellation, return, replacement, or refund request that does not meet the conditions of this Policy.
- This Policy may be updated from time to time. The version in effect at the time of the relevant booking or order will apply to that transaction.
- Where a product-specific return, replacement, or cancellation condition is displayed on the relevant product page or order details, that condition will form part of the applicable transaction terms.
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