Refund and Cancellation Policy

Overview

This policy explains how cancellations, rescheduling, warranty claims and refunds work for services booked with Elite Fridge Care. It forms part of our Terms and Conditions. It does not affect your rights under the Consumers’ Right Protection Act, 2009 or other laws of Bangladesh.

Cancelling or rescheduling a visit

Cancel or reschedule by calling or sending a WhatsApp message to +880 1557-256062.

If we need to reschedule

If we cannot attend because of illness, vehicle breakdown, severe weather, hartals or other events outside our control, we will contact you as early as possible and offer the next available slot. Any advance payment will be carried forward or refunded in full at your choice.

Diagnosis fee

The visit and diagnosis fee pays for the technician’s travel and time. It is not refundable once the diagnosis has been carried out, whether or not you go ahead with the repair. If you accept the quote, the fee is included in the repair price.

Warranty on repairs

Repairs carry a 90-day warranty on labour and on the parts we fit, covering the same fault. If the same fault returns within 90 days:

1. Contact us with your receipt number or the phone number used for the booking.
2. We will arrange a return visit, normally within two working days, at no charge.
3. If the fault is covered, we will repair it again free of charge.
4. If we cannot fix the same fault after a second attempt, we will refund the labour charge for that repair and, where a part we supplied has failed, the price of that part.

Warranty exclusions are listed in our Terms and Conditions and include new unrelated faults, voltage and surge damage, misuse, physical damage and work by others.

Deep cleaning

If you are not satisfied with a deep clean, tell us within 48 hours with photos. We will return to re-clean the areas concerned free of charge. If a re-clean does not resolve a genuine workmanship problem, we will refund up to 50% of the cleaning charge.

Parts

• Parts fitted and working are not refundable.
• Special-order parts paid in advance can be refunded in full if we have not yet ordered them, and less any supplier restocking charge if they have been ordered but not fitted.
• Faulty parts supplied by us are covered by the warranty above.

Care plans

Household Home Care plans can be cancelled within 14 days of purchase for a full refund if no visit has taken place. After a visit has been completed, the remaining balance is refunded pro rata, less the standard price of visits already provided. Commercial plans follow the notice period in the written plan agreement, normally 30 days.

How refunds are paid

Approved refunds are paid by the same method you used to pay — cash, bKash, Nagad or bank transfer — within 7 working days of approval. Mobile-wallet refunds are sent to the number that made the payment.

Complaints

If something has gone wrong, please tell us first so we can put it right. Email service@elitefridgecare.com or call +880 1557-256062 with your booking details. We acknowledge complaints within one working day and aim to resolve them within seven.

Contact

Elite Fridge Care
Arhams, Plot-79, Sector-7, Uttara, Dhaka, Bangladesh
Phone: +880 1557-256062
Email: service@elitefridgecare.com