Refund and Cancellation Policy
Last updated 23 October 2026
Draft for legal review. This text is a working draft and has not yet been reviewed by a lawyer. It may change before it takes effect.
This policy explains how cancellations and refunds work for orders placed on Fixtitch. It should be read with our Terms and Conditions.
Cancelling before pickup
You can cancel an order in the app until the rider has picked up your item. You then get back everything you paid for that order.
Cancelling after pickup
Once your item has been picked up or the partner has started work, cancel through support. We may keep the pickup and delivery fees and the cost of any work already done, and we will return your item. The amount, if any, is shown to you before the cancellation is confirmed.
When we or the partner cancel
If a partner cannot do the repair, no rider is available, or the order cannot be completed for a reason on our side, we cancel it, return your item and refund what you paid for that order in full.
Problems with a repair
If you are not happy with the work, report it in the app or by email within the time shown in the app after delivery, with order details and photos. We will review it and may ask the partner to redo the work, or refund part or all of the service price. Refunds are not given for damage that existed before the repair, for results that are a natural limit of the item or material, or for a change of mind after the work is done.
Lost or damaged items
If an item is lost or damaged while with a partner or rider, tell us as soon as you can. We will investigate and decide on a refund or other remedy based on what we find and the value of the item as described in your order.
How refunds are paid
Approved refunds, whether you paid online, from your wallet or in cash on delivery, are credited to your Fixtitch wallet, usually soon after approval, and can be used on your next order. Wallet balance cannot be withdrawn to a bank account by customers.
If a payment was taken but your order was not created, the amount is normally reversed by your bank or payment provider within 5 to 7 business days. If it is not, write to us with your payment reference and we will sort it out.
Cash on delivery
You pay nothing before delivery, so there is nothing to refund if you cancel before pickup. If you refuse delivery without a good reason, we may charge the delivery fees and may limit cash on delivery on your account.
Partners and riders
Earnings for orders that are cancelled or refunded may be reversed or adjusted against your future payouts.
How to ask
Use the help option in the app or email us with your order number. We reply as soon as we can and will keep you updated until it is resolved.
Contact us
Fixtitch Technologies Private Limited
Email: Support@fixtitch.com
Website: www.fixtitch.com