Corporate Preamble: At Fiixly, our operational model is built upon an unwavering commitment to consumer trust and corporate accountability. We recognize that infrastructure scale must never come at the expense of individual satisfaction. This Customer Assurance Framework governs all on-demand hyperlocal transactions executed on the Fiixly platform. It is engineered to establish a benchmark of transparency, ensuring that your capital and peace of mind are thoroughly protected by institutional-grade guarantees.
1. The Service Guarantee Standard
Fiixly enforces a strict Service Level Agreement (SLA) across our entire network of partners. If a delivered service fails to match our verified quality metrics, our corporate policy bypasses conventional bureaucratic hurdles to prioritize your satisfaction:
- Automated Re-Fix Execution: If any aspect of your service (such as a vehicle detail or precision repair) falls short of expected standards, a priority ticket can be triggered within 24 hours. A verified specialist will be redeployed immediately at zero additional cost.
- Unconditional Refund Eligibility: In instances where a technical resolution does not satisfy your requirement, or if our corporate fulfillment parameters are not met, a complete or calculated refund is processed immediately. Capital is returned to your original payment gateway within 5–7 banking days.
2. Dynamic Cancellation Parameters
Our operational architecture is engineered to scale seamlessly with changing corporate and personal schedules. We maintain a highly flexible cancel-and-refund protocol designed to keep transactions fair and risk-free:
- Standard Cancellation Windows: Any reservation cancelled up to 2 hours prior to the scheduled deployment window qualifies for an immediate, automatic 100% full refund. No platform processing overheads are applied.
- The Logistics Compensation Principle: For cancellations initiated within 2 hours of deployment, a minimal logistic fee (strictly capped between ₹50 and ₹100) is levied. As an ethical enterprise, Fiixly retains 0% of this fee; it is disbursed entirely to the assigned service professional to offset documented fuel and transit costs.
- Platform-Initiated Disruptions: In the rare event of a partner absence or platform-driven scheduling conflict, a 100% immediate refund is executed alongside an institutional credit applied to your corporate account as a gesture of accountability.
3. Escrow-Inspired Settlement Architecture
To maximize transaction safety, consumer funds do not immediately pass into operational turnover. Your capital is retained within a secure, audited holding account. Disbursal occurs exclusively after successful service confirmation, granting consumers absolute governance over their capital.
4. Compliance, Corporate Accountability, and Consumer Rights
Fiixly operates in strict alignment with the Indian Consumer Protection Act, 2019 and prevailing digital commerce regulations. While the legal ecosystem protects citizens from deficiencies in service, many traditional enterprises construct complex legal text to deter consumers from exercising their legitimate claims.
Our Corporate Position: We believe that any dispute that escalates to a legal notice, a consumer forum, or formal litigation represents an institutional failure on our part. Fiixly has intentionally structured this policy to be more flexible and accommodating than statutory requirements. By engineering a friction-free refund mechanism, we eliminate the need for consumer grievances or legal escalations. We choose to govern our operations through proactive fairness rather than reactive legal compliance.
5. Institutional Support & Resolution Speeds
We eliminate automated bot loops in favor of executive customer success management. Every escalation is handled with institutional speed and human empathy:
- A single-tap 'Escalate' feature is embedded into the fiixly.com corporate dashboard.
- Our Customer Success Team is fully empowered to evaluate, approve, and finalize financial resolutions within a strict 4-hour window, bypassing multi-tiered executive approvals to do right by you instantly.
FIIXLY TECHNOLOGIES PVT. LTD. — Service Assurance Framework