1. Purpose and Scope
This Refund & Cancellation Policy (“Policy”) explains how booking cancellations, no-shows, and refunds are handled on the BluFix.ai platform (“BluFix,” “we,” “us,” or “our”). This Policy applies to all Customers and Providers using the App to book, accept, or perform HVAC, plumbing, electrical, or cleaning Services, and is incorporated into and forms part of our Terms and Conditions.
BluFix is a technology marketplace that connects Customers with independent Providers. Except as expressly stated in this Policy, refunds and cancellations are governed by the agreement formed directly between the Customer and the Provider for the specific booking; BluFix facilitates, but is not a party to, that underlying service agreement.
2. Definitions
Booking means a confirmed request for Services scheduled through the App between a Customer and a Provider.
Service Fee means diagnostic, dispatch, or platform fees charged by BluFix in connection with a Booking, separate from amounts owed directly to the Provider for labor, parts, or materials.
No-Show means the failure of a Customer or Provider to be present, reachable, or ready to proceed at the scheduled appointment window without timely cancellation.
Diagnostic Visit means an initial in-person visit by a Provider to assess an issue, which may carry its own diagnostic fee independent of any subsequent repair.
3. Customer Cancellations
Free Cancellation Window
Customers may cancel a Booking free of charge if the cancellation is made at least twenty-four (24) hours before the scheduled appointment window. Any Service Fee already charged will be refunded in full to the original payment method within five (5) to ten (10) business days.
Late Cancellations
Cancellations made less than twenty-four (24) hours but more than two (2) hours before the scheduled appointment window may be subject to a late-cancellation fee of up to twenty-five percent (25%) of the estimated Service cost, to compensate the Provider for reserved time. The applicable fee, if any, will be displayed in the App prior to confirming cancellation.
Same-Day and Last-Minute Cancellations
Cancellations made less than two (2) hours before the scheduled appointment window, or after the Provider has begun travel to the service location, may be subject to a cancellation fee of up to fifty percent (50%) of the estimated Service cost, or a flat trip/dispatch fee as disclosed at booking, whichever is greater.
Customer No-Shows
If a Customer is unavailable, unreachable, or fails to provide access to the service location within fifteen (15) minutes of the Provider’s arrival, and the Provider is unable to reach the Customer, the Booking may be recorded as a Customer No-Show and the full estimated Service cost or applicable trip fee may be charged.
Emergency and Extenuating Circumstances
BluFix may, at its sole discretion, waive or reduce cancellation fees in cases of documented emergencies, severe weather, or other extenuating circumstances. Requests for such waivers may be submitted through the App or to support@blufix.ai.
4. Provider Cancellations
Providers who cancel a confirmed Booking less than twenty-four (24) hours before the scheduled appointment window, or who fail to show without timely notice, are subject to the performance standards and penalties set forth in the Service Provider Agreement, which may include cancellation-rate monitoring, reduced visibility in matching, temporary suspension, or removal from the Platform.
If a Provider cancels a Booking, BluFix will use commercially reasonable efforts to help the Customer rebook with an alternate Provider, and any Service Fee already collected for the cancelled Booking will be refunded in full to the Customer.
5. Diagnostic Fees
Where a Booking includes a Diagnostic Visit, the applicable diagnostic fee is disclosed in the App prior to booking. Diagnostic fees are generally non-refundable once the Provider has attended the service location and performed the diagnostic assessment, regardless of whether the Customer proceeds with the recommended repair, except where the Provider fails to perform the diagnostic service as described.
Some Providers may credit all or part of the diagnostic fee toward the cost of an accepted repair; any such credit will be disclosed by the Provider at the time of estimate.
6. Refunds for Incomplete, Defective, or Unsatisfactory Work
Reporting a Problem
If Services were not performed, were performed incompletely, or were performed in a manner that a Customer reasonably believes to be defective, unsafe, or inconsistent with the agreed scope of work, the Customer should report the issue through the App or to support@blufix.ai within seventy-two (72) hours of Service completion, with photos or other supporting documentation where possible.
Resolution Process
BluFix will facilitate communication between the Customer and Provider to resolve the issue, which may include a return visit by the Provider to correct the work at no additional charge, a partial refund, or a full refund of amounts paid through the Platform, depending on the nature and severity of the issue.
BluFix’s Role
Because Services are performed by independent Providers and not by BluFix, BluFix’s role in this process is to facilitate a fair resolution and, where warranted, to process a refund of amounts collected through the Platform. BluFix does not guarantee any particular outcome and is not responsible for the quality, safety, or legality of Services performed by Providers, consistent with our Terms and Conditions.
Escalation
If a resolution cannot be reached through the App, either party may escalate the matter to BluFix customer support for further review. BluFix’s decision on Platform-fee refunds following such review is final, without prejudice to either party’s rights against the other under applicable law.
7. Subscription and Provider Fee Refunds
Provider subscription fees, commissions, and related platform charges are addressed separately in the Service Provider Agreement, including applicable notice periods, proration rules, and non-refundability provisions for partial subscription periods, except where required by applicable law.
8. Payment Processing and Refund Timing
All payments and refunds are processed through our third-party payment processors, including Stripe, Flutterwave, Apple Pay, and Google Pay. Refunds are issued to the original payment method used for the Booking. While BluFix typically initiates refunds within one (1) to three (3) business days of approval, the time for funds to appear in your account depends on your bank, card issuer, or payment provider, and may take five (5) to ten (10) business days or longer.
Where a Booking was paid via Apple Pay or Google Pay, refund requests may also be subject to the refund policies of Apple Inc. or Google LLC for any portion of the transaction processed directly through those platforms.
9. Disputes and Chargebacks
We encourage Customers and Providers to resolve concerns through the in-app resolution process described in Section 6 before initiating a chargeback or payment dispute with their bank or card issuer. Initiating a chargeback while a matter is under active review by BluFix may delay resolution and, if the chargeback is found to be unwarranted, may result in additional fees or account restrictions as described in our Terms and Conditions.
10. Fraud, Abuse, and Repeated Cancellations
BluFix monitors cancellation and refund patterns to protect the integrity of the Platform. Accounts that exhibit a pattern of last-minute cancellations, No-Shows, unwarranted refund requests, or other abusive behavior may be subject to warnings, forfeiture of refund eligibility, temporary suspension, or permanent removal from the Platform, in accordance with our Terms and Conditions and Community Guidelines.
11. Changes to this Policy
BluFix may update this Policy from time to time to reflect changes in our practices or for operational, legal, or regulatory reasons. Material changes will be communicated through the App or posted on our website with an updated Effective Date. Continued use of the App after such changes constitutes acceptance of the revised Policy.
12. Contact Us
Questions about cancellations or refunds may be directed to:
- BluFix Technologies, Inc.
- Email: support@blufix.ai
- Billing inquiries: billing@blufix.ai
- Website: https://www.blufix.ai