Refund & Cancellation Policy
This Refund & Cancellation Policy explains when and how Individual Entrepreneur Giorgi Philauri ("FixFox") refunds bookings. It supplements the Terms of Service; capitalised terms used here carry the meaning given there.
1. Scope
This policy applies to bookings made through FixFox for cleaning and other home services. It governs cancellations initiated by the customer, no-shows by the partner, and disputes about service quality.
2. Customer Cancellations
You may cancel a booking free of charge up to 48 hours before the scheduled start time. Cancellations within the 48-hour window may incur a 50% cancellation fee to compensate the partner for the reserved time slot. Cancellations after the partner has already arrived at the address are non-refundable.
3. Partner No-Show
If a partner fails to arrive within 30 minutes of the booking start time and does not contact you, the booking is treated as a no-show and you are entitled to a full refund. FixFox will also offer to re-book the service with another partner at the original price.
4. Service-Quality Disputes
If the service was performed but did not meet the published scope or the standardized checklist for that service type, raise a quality dispute via the in-app review or by emailing hello@fixfox.ge within 24 hours of service completion. Include photos and a short description so we can assess the claim quickly. Disputes raised more than 24 hours after completion cannot be accepted.
5. Remediation Options
When a quality dispute is upheld, FixFox will offer one of: (a) a free re-clean / re-visit by the same or another partner, scheduled within 7 days; (b) a partial refund proportional to the unfulfilled scope; or (c) a full refund where the service value is materially compromised. The customer chooses between offered options.
6. Refund Timeline
Approved refunds are issued through the original payment method within 5–10 business days. Bank processing times may add additional days at your bank's discretion. We are not liable for delays caused by your card issuer.
7. Refund Method
Refunds are returned to the original payment method only. Refunds to a different card, account, or in cash are not possible. Where the original method is no longer available (e.g. closed card), contact hello@fixfox.ge and we will arrange an alternative compliant with applicable law.
8. Non-Refundable Items
The following are non-refundable: cancellation fees applied per Section 2; services already completed to scope; partner travel costs for cancellations after partner arrival; promotional credits and gift vouchers explicitly marked non-refundable at issuance.
9. Chargebacks
Before initiating a chargeback with your bank, please raise the issue with us at hello@fixfox.ge so we can resolve it directly — most disputes are settled within 48 hours. Unjustified chargebacks may result in account suspension and recovery of legitimate amounts owed.
10. Contact
Refund questions or disputes? Email hello@fixfox.ge or call +995 591 260 303. Postal address: Tbilisi, Georgia.