Refund & Cancellation Policy

In our system, customers may cancel orders while status is pending or confirmed, subject to the in-app/website cancel action and a stated reason.

Once an order moves beyond these statuses (for example installation scheduled or completed), self-serve cancellation is not available — contact support. Customised or specially procured items may be non-cancellable once processing has started.

Cancellation does not automatically push money back through PhonePe; eligible refunds are handled through our refund process after review.

Bookings in pending or confirmed status may be cancelled if more than 2 hour(s) remain before the scheduled visit (configurable site policy). Within the cutoff, self-serve cancel may be blocked.

Default cancellation fee in our booking engine is ₹0. Any paid advance refund is reviewed by AVU and is not always instantaneous.

If PhonePe fails or stays pending, the order/booking will not be treated as paid until our backend verifies success.

If an amount is deducted but the order is not confirmed, share the PhonePe / UPI reference with support. We reconcile with the gateway before confirming or refunding.

Duplicate successful payments for the same order are investigated and excess amounts are refunded after verification.

Refunds are issued for approved cancellations, failed fulfilment we cannot complete, or other cases AVU accepts after review.

Refunds go to the original payment instrument where the gateway allows. Partial refunds may apply if only part of an order is cancelled or restocked.

We do not publish a single universal “refund within X days” promise in code. Timelines are confirmed case-by-case after inspection and approval.

After AVU approves a refund, the time for credit to appear depends on PhonePe and your bank/UPI app.

Shipping paid to a third-party rider (for example Rapido COD) is typically not refundable by AVU once paid to the rider.