Last updated: December 2024
At Genus Car Care, we are committed to customer satisfaction and stand behind the quality of our services. Our refund policy is designed to be fair and transparent while protecting both our customers and our business interests. We believe in resolving issues through communication and service improvement rather than immediate refunds whenever possible.
All refund requests are evaluated on a case-by-case basis, taking into account the specific circumstances, service quality, and customer satisfaction. We reserve the right to determine the appropriate resolution for each situation, which may include service correction, partial refund, or full refund depending on the circumstances.
Refunds are processed using the same payment method used for the original transaction whenever possible. Processing times may vary depending on the payment method and financial institution, but we strive to process all approved refunds within 5-7 business days.
If you are not satisfied with the quality of our service, please notify us within 24 hours of service completion. We will investigate the issue and work with you to find an appropriate resolution. This may include re-performing the service at no additional cost, providing a partial refund, or other reasonable compensation.
We require documentation of any quality issues, including photographs and detailed descriptions of the problems. Our team will conduct a thorough review of the service provided and may request to inspect your vehicle to assess the situation accurately.
If we determine that the service did not meet our quality standards, we will offer a full refund or re-perform the service at no additional cost. We may also provide additional compensation for any inconvenience caused by the quality issues.
Service cancellations made at least 24 hours in advance of the scheduled service time are eligible for a full refund. Cancellations made less than 24 hours before the scheduled service may be subject to a cancellation fee equal to 50% of the service cost to cover our preparation and scheduling costs.
Same-day cancellations due to circumstances beyond your control, such as medical emergencies or vehicle breakdowns, may be considered for full refunds on a case-by-case basis. We require appropriate documentation to support such claims and may request verification of the circumstances.
If we must cancel or reschedule your service due to weather conditions, equipment failure, or other circumstances beyond our control, we will provide a full refund or offer to reschedule at no additional cost. We will make reasonable efforts to provide advance notice of any cancellations on our part.
Once a service has been completed to our satisfaction and you have accepted the vehicle, refunds are generally not available unless there are extenuating circumstances or quality issues that were not apparent at the time of service completion. We encourage customers to inspect their vehicle thoroughly before leaving our facility.
If quality issues become apparent after service completion, you must notify us within 24 hours and provide evidence of the problems. We will investigate the matter and determine the appropriate resolution, which may include service correction, partial refund, or other compensation.
We are not responsible for any damage or issues that occur after service completion due to normal use, weather conditions, or other factors beyond our control. Customers are advised to take appropriate precautions to protect their vehicle after receiving our services.
In some cases, we may offer partial refunds or service credits instead of full refunds. This may occur when only a portion of the service was completed, when quality issues affect only certain aspects of the service, or when we determine that partial compensation is more appropriate than a full refund.
Service credits can be used for future services and are valid for one year from the date of issuance. Credits are non-transferable and cannot be exchanged for cash. We will provide clear documentation of any service credits issued and their terms of use.
Partial refunds are calculated based on the specific services affected and the extent of any quality issues. We will provide a detailed breakdown of any partial refund calculations and explain the reasoning behind the refund amount.
Certain services and items are non-refundable due to their nature or the resources required to provide them. This includes but is not limited to custom detailing services, specialty treatments, and services that require significant preparation or specialized equipment.
Deposits paid for services are generally non-refundable unless the service is cancelled by us due to circumstances beyond our control. This policy helps us manage our scheduling and resource allocation effectively.
Gift certificates and prepaid service packages may have specific refund terms that differ from our general refund policy. Customers should review the terms and conditions of any gift certificates or prepaid packages before purchase.
All refund requests must be submitted in writing through our official channels, including email, phone, or in-person at our facility. Verbal requests will not be processed until they are confirmed in writing. We require specific information about the service, payment method, and reason for the refund request.
Once a refund request is received, we will review it within 2-3 business days and provide a response regarding the approval or denial of the request. If additional information is required, we will contact you within 24 hours to request the necessary documentation.
Approved refunds are processed within 5-7 business days using the same payment method used for the original transaction. Refunds to credit cards may take additional time to appear on your statement depending on your financial institution's processing times.
If you disagree with our refund decision, you may request a review by our management team. We will conduct a thorough investigation of the matter and provide a written response within 5 business days. We are committed to fair and transparent resolution of all disputes.
For complex disputes or situations involving significant amounts, we may request additional documentation or arrange for an independent assessment of the service quality. We will work with you to find a mutually acceptable resolution whenever possible.
If we are unable to resolve a dispute through our internal processes, we may recommend alternative dispute resolution methods, such as mediation or arbitration, depending on the circumstances and applicable laws.
We understand that special circumstances may arise that require exceptions to our standard refund policy. These may include medical emergencies, family crises, or other situations that prevent you from receiving or completing our services. We will consider such circumstances on a case-by-case basis.
We may also make exceptions for long-term customers with a history of satisfaction or for situations involving significant service failures on our part. Our goal is to maintain positive relationships with our customers while ensuring the sustainability of our business.
Any exceptions to our refund policy must be approved by our management team and will be documented appropriately. We will provide clear communication about any special arrangements and their terms.
For refund requests, questions about our refund policy, or assistance with any service-related issues, please contact us using the following information. We are committed to providing prompt and helpful customer service for all your needs.
Email: refunds@genusmsife.org
Phone: +91 42780 75241
Address: 123 MG Road, Sector 15, Gurgaon, Haryana 122001, India
We respond to all refund requests within 24 hours during business days and will work with you to resolve any issues promptly and fairly. Our customer service team is trained to handle all types of requests and will provide clear guidance on the refund process.