Service Policy

01Scope

This Service Policy governs home and appliance service bookings made on RightPay Shop — from booking and pricing through the visit, quality assurance, and after-service support. It applies together with the Terms & Conditions, Cancellation Policy, Refund Policy, and Damage Protection Policy.

02Booking & Pricing

• Transparent intake. At booking you answer a short set of questions about the job; each selected option shows its price impact, and the total payable is displayed before you confirm. The price you confirm is the price for the described scope.
• Scope changes on site. If the professional finds the job differs from what was described (e.g. an additional fault, extra units, missing information), any revised price or additional spare-part cost is quoted to you before work proceeds. You may accept the revision or decline, in which case only the applicable visit/inspection charge (shown at booking) applies.
• Spare parts and materials are charged as quoted and, where applicable, carry the manufacturer’s warranty in addition to our workmanship warranty below.
• Slots. You choose a service slot at booking; arrival within the slot depends on traffic and preceding jobs, and the app keeps you updated on the professional’s status.

03Our Service Professionals

• Professionals assigned through the Platform are identity-verified, background-checked, and trained for the categories they serve.
• The app shows the assigned professional’s name and status; they carry ID and will not ask for payment outside the app.
• Professionals are expected to arrive within the slot, use protective coverings where relevant, explain the work performed, and leave the workspace clean.
• They will decline unsafe work (e.g. hazardous electrical conditions, structural risks) and work outside the booked category.

04Rescheduling

Reschedule free of charge up to 2 hours before your slot from the booking screen or via support chat, subject to slot availability. Inside 2 hours, rescheduling is treated as a late cancellation plus a new booking (see the Cancellation Policy), unless the delay is on our side. If we need to move your slot — professional unavailable, safety or weather issues — we notify you at the earliest, offer the next available slots, and you may instead cancel for a full refund.

05What We Need From You

• An adult (18+) present at the premises for the duration of the visit;
• Safe, lawful access to the premises and the appliance/area being serviced, including society/gate permissions;
• Accurate intake answers and disclosure of known faults or previous repairs;
• Basic utilities the job needs (electricity, water) and secured pets;
• Reachability on your registered number around the slot.

If access or an adult is unavailable when the professional arrives, the visit is treated as a customer no-show under the Cancellation Policy.

06Workmanship Warranty & Revisits

Completed services carry a 7-day workmanship warranty (or the longer period shown on the specific service page): if the same issue recurs within the warranty period under normal use, we arrange a free revisit to re-perform the work.

• Raise the issue from the booking → Need Help? Chat with us → Service quality issue / complaint, within the warranty period.
• If a free revisit does not resolve the issue, or a revisit cannot be arranged within a reasonable time, you are entitled to a refund of the service charge under the Refund Policy.
• The warranty does not cover new or unrelated faults, damage from misuse after the visit, work altered by third parties, or inherent end-of-life failure of old parts the professional flagged at the visit.
• Spare parts carry their own manufacturer warranty; we assist with claims for parts we supplied.

07Quality, Complaints & Escalation

1. Tell us within 72 hours of the visit for service-quality complaints (later reports are reviewed at our discretion). Property damage is handled under the Damage Protection Policy.
2. Complaints are acknowledged within 48 hours; we may call you, review visit records, or send a senior professional to inspect.
3. Resolution is a free revisit, partial or full refund, or compensation under Damage Protection, as appropriate.
4. Unresolved? Escalate to the Grievance Officer (details in the Terms). Your consumer-forum rights remain unaffected.

08Safety & Mutual Respect

Our professionals follow safety protocols and are expected to treat you and your home with courtesy — and we ask the same in return. Harassment, abuse, or unsafe conditions directed at professionals will lead the visit to be terminated without refund of the visit charge and may result in account action. Either side may end a visit if they feel unsafe; contact support immediately in any such situation.