Refund Policy

1. Overview and Purpose

Delhi Towing Service is committed to providing exceptional customer service and ensuring customer satisfaction with our towing and roadside assistance services. This Refund Policy outlines the circumstances under which refunds may be provided and the procedures for requesting and processing refunds.

We understand that situations may arise where services cannot be completed as planned, or customers may be dissatisfied with the service provided. This policy is designed to address such situations fairly and transparently while maintaining the sustainability of our business operations.

This policy applies to all services provided by Delhi Towing Service, including but not limited to vehicle towing, roadside assistance, emergency recovery, and any other services offered through our website, phone, or mobile application. By using our services, you acknowledge and agree to the terms outlined in this refund policy.

2. Eligibility for Refunds

Refunds may be provided in specific circumstances where we are unable to complete the requested service due to factors within our control. This includes situations where our service personnel are unable to reach the location, equipment failures, or other operational issues that prevent service delivery.

Refunds may also be considered when services are cancelled by the customer more than 30 minutes before our estimated arrival time, provided that no costs have been incurred by our company. Cancellations made within 30 minutes of arrival may be subject to a cancellation fee as outlined in our Terms of Service.

We do not provide refunds for services that have been completed as requested, even if the customer is dissatisfied with the outcome. However, we encourage customers to contact us with any concerns about service quality so we can address the issue and improve our services.

3. Service Cancellation and Refunds

Customers may cancel service requests at any time before our team arrives at the specified location. Cancellations made more than 30 minutes before the estimated arrival time are free of charge, and any prepaid amounts will be refunded in full. We will process such refunds within 5-7 business days.

Cancellations made within 30 minutes of our estimated arrival time may be subject to a cancellation fee of up to 25% of the quoted service price. This fee covers the costs incurred by our company, including fuel, personnel time, and opportunity costs. The remaining amount will be refunded to the customer.

If our team has already arrived at the location and begun preparations for service, no refund will be provided unless we are unable to complete the service due to circumstances beyond our control. In such cases, we will provide a partial refund based on the work completed and costs incurred.

4. Force Majeure and Unforeseen Circumstances

In cases of force majeure events such as severe weather conditions, natural disasters, government restrictions, or other circumstances beyond our reasonable control, we may be unable to provide services as scheduled. In such situations, we will provide full refunds for any prepaid services.

We will make reasonable efforts to notify customers of such circumstances as soon as possible and will work with customers to reschedule services at a convenient time. Refunds for force majeure events will be processed within 3-5 business days of the cancellation.

Examples of force majeure events include but are not limited to: extreme weather conditions that make roads impassable, government-imposed travel restrictions, major accidents or incidents that block access to service areas, and equipment failures that cannot be resolved within a reasonable timeframe.

5. Service Quality Issues and Disputes

If you believe that our service did not meet the expected standards or was not performed as requested, we encourage you to contact us immediately to discuss the issue. We are committed to resolving service quality concerns and may provide partial refunds or service credits in appropriate circumstances.

To be eligible for a refund based on service quality issues, you must report the problem within 24 hours of service completion and provide specific details about what went wrong. We will investigate the matter and may request additional information or documentation to support your claim.

We reserve the right to deny refund requests for service quality issues if we determine that the service was performed as requested and in accordance with industry standards. However, we will always work with customers to address legitimate concerns and find mutually acceptable solutions.

6. Payment Processing and Refund Methods

Refunds will be processed using the same payment method used for the original transaction. For credit card and debit card payments, refunds will be credited back to the original card within 5-7 business days, depending on your bank's processing time. Digital payment refunds may take 3-5 business days.

For cash payments, refunds will be provided in cash at our office location or through bank transfer if requested. We require proper identification and proof of the original payment for cash refunds. Bank transfer refunds may take 2-3 business days to appear in your account.

We will provide confirmation of refund processing via email or SMS, including the refund amount, processing date, and expected arrival time. Please keep this confirmation for your records. If you do not receive your refund within the expected timeframe, please contact our customer service team.

7. Partial Refunds and Service Credits

In certain circumstances, we may provide partial refunds when services are partially completed or when additional costs were incurred due to circumstances beyond our control. Partial refunds are calculated based on the work completed and costs incurred by our company.

Service credits may be offered as an alternative to cash refunds in some situations. These credits can be applied toward future services and are valid for 12 months from the date of issue. Service credits are non-transferable and cannot be exchanged for cash.

The amount of partial refunds or service credits is determined on a case-by-case basis, taking into account the specific circumstances, work performed, and costs incurred. We will provide a detailed breakdown of the calculation upon request.

8. Refund Request Procedures

To request a refund, customers must contact our customer service team within 30 days of the service date. Refund requests can be made by phone at +91 55715 81277, by email at refunds@lessindckj.org, or through our website contact form. Please provide your service reference number and detailed explanation of the reason for the refund request.

We will review each refund request individually and may request additional information or documentation to support the claim. This may include photographs, service records, or other relevant evidence. We aim to respond to refund requests within 48 hours during business days.

Once a refund request is approved, we will process the refund within the timeframe specified in this policy. We will provide confirmation of the refund processing and any relevant details about the refund method and expected arrival time.

9. Non-Refundable Services and Fees

Certain services and fees are non-refundable under any circumstances. This includes emergency response fees, which are charged for immediate dispatch of our service vehicles regardless of whether the service is ultimately completed. These fees cover the costs of rapid response and vehicle mobilization.

Storage fees for vehicles held at our facility are also non-refundable, as these fees cover the actual costs of storing and securing your vehicle. Additionally, any fees charged for special equipment or additional services that were provided as requested are non-refundable.

Administrative fees, processing fees, and other service charges may also be non-refundable depending on the specific circumstances and the work already performed by our administrative staff. We will clearly communicate which fees are non-refundable before processing any payments.

10. Dispute Resolution and Appeals

If you disagree with a refund decision made by our customer service team, you may appeal the decision by contacting our management team. Appeals must be submitted in writing within 14 days of the original decision and should include all relevant documentation and evidence supporting your case.

Our management team will review the appeal and may request additional information or conduct further investigation if necessary. We aim to provide a final decision on appeals within 7 business days of receiving all required information.

If you remain dissatisfied with our final decision, you may have the right to pursue other dispute resolution options as outlined in our Terms of Service. We encourage customers to work with us directly to resolve issues before pursuing external dispute resolution.

11. Refund Processing Timeline

Standard refund processing times vary depending on the payment method used and the specific circumstances of the refund. Credit card and debit card refunds typically take 5-7 business days to appear in your account, while digital payment refunds may take 3-5 business days.

Bank transfer refunds may take 2-3 business days to process, depending on your bank's internal procedures. Cash refunds will be provided immediately at our office location during business hours, or within 24 hours if arranged in advance.

We will provide regular updates on the status of your refund request and will notify you immediately once the refund has been processed. If you do not receive your refund within the expected timeframe, please contact our customer service team for assistance.

12. Documentation and Record Keeping

We maintain detailed records of all refund requests, approvals, and processing for a minimum of 7 years as required by law. These records include the original service details, refund request information, supporting documentation, and processing confirmation.

Customers are encouraged to keep copies of all relevant documentation, including service confirmations, payment receipts, refund confirmations, and any correspondence related to refund requests. This documentation may be helpful if questions arise about the refund process.

We may request additional documentation or information to support refund requests, particularly for large amounts or unusual circumstances. This helps us ensure that refunds are processed accurately and in accordance with our policies and legal requirements.

13. Special Circumstances and Exceptions

We may make exceptions to our standard refund policy in special circumstances, such as medical emergencies, family emergencies, or other situations that prevent customers from using our services as planned. These exceptions are evaluated on a case-by-case basis.

For repeat customers with a history of reliable service usage, we may offer more flexible refund terms as a gesture of goodwill. Similarly, for customers who have experienced significant service issues, we may provide additional compensation beyond our standard refund policy.

We reserve the right to modify our refund policy for specific promotions, packages, or service offerings. Any such modifications will be clearly communicated at the time of purchase and will not affect existing refund requests or obligations.

14. Customer Communication and Support

We are committed to maintaining open and transparent communication with our customers throughout the refund process. We will provide regular updates on the status of refund requests and will respond promptly to any questions or concerns about the refund process.

Our customer service team is trained to handle refund requests professionally and empathetically, understanding that customers may be experiencing stress or frustration when requesting refunds. We will work with customers to find the best possible resolution for their situation.

We welcome feedback about our refund process and use customer input to improve our policies and procedures. If you have suggestions for improving our refund policy or process, please share them with our customer service team or management.

15. Contact Information and Support

For questions about our refund policy or to request a refund, please contact our customer service team using the information provided below. We are available to assist you with all aspects of the refund process and will work to resolve any issues promptly and fairly.

You can reach our refund department by phone at +91 55715 81277, by email at refunds@lessindckj.org, or by visiting our office at Connaught Place, New Delhi, Delhi 110001, India. For urgent matters, please call our emergency hotline and ask to be connected to the refund department.

We aim to respond to all refund inquiries within 24 hours during business days and will provide clear guidance on the next steps in the refund process. Our team is committed to ensuring that all refund requests are handled fairly and efficiently.