Cancellation & Refund Policy

Urban Service Club | Effective Date: 16 October 2026

1. Introduction

Welcome to Urban Service Club.

This Cancellation & Refund Policy explains the terms and conditions governing service booking cancellations, visiting and inspection charges, advance payments, service adjustments, refunds, complaints, and related financial matters. Urban Service Club operates a home services platform connecting customers with service professionals across various service categories. Our cancellation and refund procedures are designed to ensure transparency, fair treatment of customers, reasonable compensation for service professionals, and protection against unnecessary operational losses.

By booking a service through our website, mobile applications, or other authorized channels, customers acknowledge the applicable service pricing and cancellation conditions presented during the booking process. This Policy is subject to applicable Indian laws, including consumer protection requirements.

2. Scope of This Policy

This Policy applies to services booked through Urban Service Club, including:

• Air Conditioner Repair and Maintenance

• Refrigerator Repair

• Washing Machine Repair

• Geyser and Microwave Repair

• Water Purifier Repair

• Electrical Services

• Plumbing Services

• Carpentry Services

• Pest Control

• Home Cleaning

• Television Repair

• Laptop and Desktop Computer Repair

• Computer Hardware and Software Diagnosis

• Printer and Scanner Repair

• CCTV and Surveillance System Repair

• Wi-Fi and Networking Services

• Monitor Repair

• Home Theatre and Speaker Repair

• UPS and Inverter Diagnosis

• Other services introduced by Urban Service Club

Specific service conditions, warranty terms, and charges may vary by category.

3. Booking Confirmation

A service booking is considered confirmed when it is accepted and recorded through an authorized Urban Service Club booking channel. Customers are responsible for providing accurate contact details, service addresses, descriptions of the requested work, and other information necessary for service delivery. Booking confirmation does not guarantee that every repair can be completed without inspection, additional materials, specialized equipment, or customer approval of a revised quotation.

4. Service Pricing and Charge Disclosure

Applicable service prices, visiting charges, inspection fees, and cancellation conditions will be communicated through the booking interface or another authorized communication channel before the relevant charge becomes payable. Urban Service Club may maintain different charges for different service categories. Service pricing and charges may be revised prospectively. Changes will not retrospectively increase charges already accepted for a confirmed booking without the customer's agreement.

5. Visiting and Inspection Charges

A visiting or inspection charge compensates for professional attendance, travel, time, and, where applicable, diagnostic assessment.

The applicable visiting charge depends on the service category.

5.1 Visiting Charge Schedule

These charges represent the Company's intended standard schedule and are subject to the price disclosed and accepted for the particular booking. For Pest Control and Home Cleaning, assessment or arrival-related charges apply only where specifically disclosed. They are not automatically added to every fixed-price service.

6. Adjustment of Visiting Charges Against Repair Bills

Where a customer approves and proceeds with the recommended repair or eligible service during the same booking, the applicable visiting charge will be adjusted against the final approved service bill.

The visiting charge will not be added again as a separate extra fee.

For example:

• Approved Total Repair Price: ₹1,500

• Visiting Charge: ₹299

• Remaining Amount After Visiting Charge Payment: ₹1,201

• Total Customer Payment: ₹1,500

If the customer declines the repair after an eligible inspection, the disclosed visiting or diagnosis charge remains payable.

The adjustment applies to eligible work within the same booking and does not create a transferable credit for unrelated future bookings.

7. Cancellation Before Technician Journey

Customers may cancel a booking without a cancellation fee before the assigned technician begins the journey to the service location. If an advance payment has been collected and no other legitimately payable charge exists, the eligible advance amount will be refunded. The cancellation must be recorded through an authorized booking or support channel.

8. Cancellation After Technician Journey Begins

Once a technician has started traveling toward the customer's service address, travel-related costs and professional time may already have been incurred.

If the customer voluntarily cancels at this stage, a previously disclosed and accepted journey cancellation charge may apply.

The proposed standard charges are:

These proposed journey cancellation rates require final Company approval before publication or collection.

A journey cancellation charge will not be imposed solely because a technician has been assigned. The journey must have genuinely commenced. Urban Service Club may review journey timestamps, available location information, booking records, and the circumstances of cancellation before determining whether a charge is justified.

9. Cancellation After Technician Arrival

If the technician has reached the correct service location within the agreed service arrangement and the customer voluntarily cancels, refuses entry, or declines the scheduled service, the applicable visiting charge may become payable. The standard visiting charge will ordinarily be ₹199 or ₹299, depending on the service category. Any charge must have been properly disclosed and must be reasonable in the circumstances.

No additional journey cancellation fee will be charged on top of the full visiting charge for the same cancellation event.

10. Cancellation After Inspection or Diagnosis

If a technician performs an eligible inspection or diagnosis and provides a repair quotation, the customer may choose not to proceed with the repair. In such cases, the applicable disclosed inspection or visiting charge remains payable. No unapproved repair work or spare parts will be charged merely because a quotation was provided. Where an inspection reveals that the requested service cannot reasonably be provided, the Company will review the cause before determining whether an inspection fee is appropriate.

11. Cancellation After Service Commencement

A service is considered commenced when work begins with the customer's authorization, including applicable OTP-based confirmation where implemented.

After service commencement, cancellation does not automatically entitle the customer to a full refund.

The payable amount may include:

• Work already completed

• Authorized labour

• Materials or spare parts already used

• Approved third-party or specialist costs

• Other charges disclosed and accepted in advance

Any calculation will be based on actual work, evidence, and applicable law.

The Company will not charge for work that was neither performed nor otherwise legitimately payable.

12. Partial Service Completion

Where a service has been partially completed, Urban Service Club may calculate the amount payable based on the completed portion of work and authorized costs. If the customer has paid more than the properly payable amount, the eligible balance will be refunded. Partial completion caused by technician error, inadequate workmanship, or Company failure will be reviewed separately.

13. Technician No-Show

If an assigned technician fails to attend the booking without an acceptable reason and the Company cannot provide a suitable replacement or rescheduled service acceptable to the customer, the customer may cancel without a cancellation charge. Any advance payment for the undelivered service will ordinarily be refunded in full.

14. Cancellation by Urban Service Club

Urban Service Club may cancel or reschedule a booking due to circumstances such as technician unavailability, safety concerns, operational limitations, serviceability restrictions, or other legitimate reasons. Where the Company cannot deliver the agreed service and the customer does not accept an alternative arrangement, eligible advance payments will be refunded. No cancellation fee will be charged for a cancellation caused by the Company's inability to provide the agreed service.

15. Booking Rescheduling

Customers may request changes to the booking date or time through an authorized channel. Rescheduling is subject to technician availability and operational feasibility. Rescheduling before the technician's journey normally does not attract a charge. Where rescheduling is requested after travel has begun or after technician arrival, the applicable disclosed travel or visiting charge may apply, subject to the circumstances. Urban Service Club may waive such charges at its discretion.

16. Service Quality Complaints and Rework-First Resolution

Urban Service Club follows a Verification and Rework-First Service Resolution Policy. A service quality complaint does not automatically establish eligibility for a refund.

16.1 Complaint Registration

Customers may report workmanship concerns through authorized customer support channels. The Company may request booking details, photographs, videos, or other reasonable information to investigate the complaint.

16.2 Verification

Complaints may be assessed using technician reports, service records, before-and-after photographs, customer statements, inspection findings, and other relevant evidence.

16.3 Revisit and Rework

Where a genuine defect attributable to the original service is verified and falls within the applicable service commitment or warranty, Urban Service Club will ordinarily prioritize an appropriate technician revisit or corrective work.

Eligible corrective labour will be provided without an additional labour charge.

16.4 No Automatic Monetary Refund

Customer dissatisfaction alone does not create an automatic right to a monetary refund. The Company's standard approach is to verify the concern and offer reasonable corrective action before considering further remedies.

16.5 Exclusions

Free rework may not apply to:

• New or unrelated problems

• Customer misuse or accidental damage

• Unauthorized third-party modifications

• Normal wear and tear

• Work outside the original agreed scope

• Other valid exclusions disclosed under the applicable warranty

16.6 Unresolved Complaints

If corrective action is unsuccessful, impracticable, or disputed, the complaint may be escalated for senior administrative review. Any additional remedy, including a refund where legally required, will be determined in accordance with the verified facts, contractual obligations, and applicable law. Nothing in this Policy excludes statutory consumer rights.

17. Service Warranty

Service warranties, where offered, will apply according to the specific service category, warranty period, covered work, and stated exclusions. A warranty does not automatically cover unrelated defects, external damage, misuse, or unauthorized modifications. Where a covered defect is verified, the Company will ordinarily arrange an appropriate inspection and corrective service. Statutory rights remain unaffected.

18. Spare Parts and Materials

Spare parts and materials required for repair may be charged separately where not included in the original service price. Additional parts or materials must be approved by the customer before purchase or installation where practicable.

Refund eligibility for parts depends on factors including:

• Whether the part was ordered specifically for the customer

• Whether the part has been installed or used

• Whether the part is defective

• Applicable manufacturer or supplier warranty

• Whether the part can reasonably be returned

• Applicable consumer protection law

Non-returnable or specially ordered items may carry disclosed restrictions, but statutory remedies for defective or misrepresented goods remain available.

19. Workshop Repair and Device Pickup

Certain electronics or appliance repairs may require transportation to a workshop or specialized repair facility.

Where applicable, the Company or authorized technician should record:

• Device identification and serial number, where available

• Visible condition at pickup

• Reported fault

• Customer authorization

• Estimated charges

• Expected handling or return arrangements

Any inspection, transportation, storage, or diagnostic charges must be communicated and accepted before they become payable. Customers will not be charged for unauthorized additional repairs.

20. Advance Payments

Urban Service Club may require full or partial advance payment for selected services. Advance payments may be adjusted against properly payable visiting, cancellation, inspection, labour, or material charges. If the booking is cancelled, any remaining refundable balance will be calculated after deducting only valid and applicable charges. An advance payment is not automatically non-refundable merely because it was paid.

21. Online Payments

Payments may be collected through payment gateways or other authorized digital payment methods. Approved refunds will ordinarily be processed to the original payment source where technically and operationally possible. The final credit time may depend on the payment method, bank, and payment service provider.

22. Cash Payments

Where cash payment is accepted through an authorized process, the payment must be properly recorded. Any approved refund of a cash payment may be issued through an appropriate verified payment method. The Company may require reasonable verification to prevent incorrect or duplicate refunds.

23. Duplicate and Excess Payments

If a customer is charged more than once for the same payable transaction, Urban Service Club will investigate the payment records. Any confirmed duplicate or excess amount will be refunded or otherwise corrected. Such amounts will not be retained as Company revenue.

24. Failed Payment Transactions

If a payment is debited from the customer's account but the booking or transaction is not successfully completed, the customer should contact support with relevant payment details. Urban Service Club will coordinate with the applicable payment provider to verify and resolve the transaction. Bank or payment gateway reversal timelines may vary.

25. Refund Eligibility

A refund may be applicable where:

• A service is cancelled before the chargeable cancellation stage

• The Company cannot deliver the agreed service

• A technician fails to attend and no acceptable alternative is provided

• An advance payment exceeds the amount legitimately payable

• A duplicate or excess payment is confirmed

• A refund is required under applicable law

• The Company approves another refund based on the verified circumstances

Refunds will be assessed according to the particular booking and the applicable terms.

26. Circumstances Where a Full Refund Is Not Automatic

A full refund will not automatically be available merely because:

• The customer changes their mind after chargeable travel or inspection

• A properly disclosed visiting service has already been performed

• Authorized work has been partially completed

• Approved materials have already been used

• The customer declines a repair quotation after a completed diagnosis

• The customer raises an unverified service quality complaint

Any amount retained must be contractually justified, reasonable, and legally permissible.

27. Refund Calculation

The refundable balance will generally be calculated as follows:

Refundable Amount = Total Advance Payment − Valid Applicable Charges

Valid applicable charges may include an authorized visiting fee, disclosed cancellation charge, completed labour, approved materials, and other legitimately payable costs. The same cost will not be charged twice under different labels. Any applicable tax adjustment will be handled in accordance with tax law.

28. Refund Approval and Verification

Refund requests may be reviewed by Urban Service Club's authorized administrative team.

The review may consider:

• Booking and payment history

• Technician assignment and journey records

• Arrival and service commencement timestamps

• Customer authorization and OTP records

• Service photographs and technician reports

• Cancellation reason

• Applicable pricing and warranty terms

• Relevant customer communications

Administrative review will be conducted fairly and will not override non-excludable statutory rights.

29. Refund Processing Timeline

Customers will be informed of the outcome of a refund request within a reasonable period after the Company receives the information needed for review. Once a refund is approved, Urban Service Club will aim to initiate the refund promptly, ordinarily within five to seven business days. The time required for the funds to appear in the customer's account may vary depending on the payment provider and financial institution. Where applicable law or payment-provider rules prescribe a shorter deadline, that deadline will apply.

30. Customer Non-Availability and Access Restrictions

If the technician arrives at the correct location but the customer is unavailable, cannot be contacted after reasonable attempts, or does not provide the agreed access, the booking may be treated as a customer-side cancellation. A previously disclosed and reasonable visiting charge may apply. The Company will consider evidence of arrival, contact attempts, agreed appointment time, and any exceptional circumstances before imposing the charge.

31. Incorrect Booking Information

Customers should provide accurate addresses, phone numbers, and service requirements. Where materially incorrect customer-provided information causes avoidable travel or a failed visit, a disclosed and reasonable visiting or cancellation charge may apply. No charge will be imposed where the problem is attributable to Company error.

32. Unsafe or Unserviceable Conditions

A technician may decline or stop work where there is a genuine safety concern, inaccessible equipment, unlawful activity, or another condition preventing safe service. Any visiting or diagnostic charge will be assessed according to the actual circumstances, prior disclosures, and applicable law. Safety-related decisions will not automatically make all advance payments non-refundable.

33. Customer-Requested Additional Work

Work beyond the original booking scope may require a revised quotation and customer approval. Additional work will not be performed or charged without appropriate authorization, except where immediate action is legally necessary to address an emergency.

34. Promotions, Coupons and Discounts

Where a promotional discount or coupon was applied, any eligible refund will be calculated using the amount actually paid and the valid promotional conditions. Discounts or promotional benefits generally have no independent cash value unless expressly stated. Applicable consumer rights remain unaffected.

35. Cancellation or Refund Abuse

Urban Service Club may investigate repeated suspicious booking cancellations, knowingly false claims, fraudulent payment activity, or misuse of promotional offers. Appropriate action may include additional verification or lawful restrictions on future bookings.

The Company will not deny legitimate refunds or statutory remedies merely because a customer has previously submitted complaints or cancellations.

36. Technician Payments and Internal Settlements

Urban Service Club may distribute legitimately collected visiting, cancellation, and service charges between the Company and authorized service professionals according to its internal payout arrangements. Such arrangements do not create additional customer charges beyond the amounts properly disclosed and payable. Technician payouts and Company commissions may be administered separately from customer refund decisions.

37. Exceptional Circumstances

Urban Service Club may consider exceptional circumstances such as severe weather, medical emergencies, transport disruption, or other events beyond reasonable control. Cancellation charges may be waived or adjusted where appropriate. Each case will be evaluated fairly, with consideration of both customer circumstances and actual service-related costs.

38. Complaints and Dispute Resolution

Customers should first contact Urban Service Club customer support with their booking reference and details of the issue. The Company will attempt to resolve complaints through verification, communication, corrective service, and other appropriate measures. If the matter remains unresolved, customers may pursue remedies available under applicable Indian law.

39. Policy Amendments

Urban Service Club may update this Policy to reflect changes in services, operational procedures, pricing structures, technology, or legal requirements. Updated terms will be published through the Company's authorized channels. Changes will apply prospectively, and confirmed bookings will remain subject to the applicable terms accepted at the time of booking unless a lawful and mutually agreed change is made.

40. Contact Information

For booking cancellations, refund requests, service complaints, or policy-related questions, please contact:

Urban Service Club

Website: https://urbanserviceclub.com

Email: admin@urbanserviceclub.com

Phone: +91-62901-98231

Business Correspondence Address:

New Town, Kolkata, West Bengal, Pin Code- 700156

Please include your booking reference, registered mobile number, and a brief description of the issue when contacting customer support.

Important Notice

Urban Service Club seeks to protect legitimate business expenses, fairly compensate service professionals, and provide transparent customer service. Nothing in this Policy is intended to exclude, restrict, or override any consumer right or remedy that cannot lawfully be excluded under applicable Indian law.