🚫 Cancellation & Refund Policy

This Cancellation & Refund Policy explains the terms under which customers may cancel bookings or orders and request refunds. The applicability of refunds depends on the service or transaction model selected at the time of booking. It also outlines vendor obligations and platform-level policies for dispute handling and resolution.

This policy applies differently based on whether the booking falls under:

  • Marketplace Facilitation Model
  • Managed Service Model
  • Doorstep / Technician Dispatch Model

The applicable model will be clearly indicated at the time of booking.

1. Cancellation by Customers

a. Service Bookings (CNG, PPF, Auto Clutch, Detailing, etc.)

  • Customers may cancel service bookings up to 24 hours before the scheduled appointment with no penalty.
  • Cancellations made within 24 hours of the appointment may attract a cancellation fee of ₹250 or up to 10% of the service value, whichever is lower.
  • No refund of advance amount shall be applicable if:
    • The technician has been dispatched, or
    • Inspection has been completed and a revised quote has been shared.
  • Technician dispatch includes confirmation of assignment, route initiation, or arrival, as recorded in platform logs.

b. Accessories or Component Orders

  • Orders may be cancelled before dispatch for a full refund.
  • Once shipped or out for delivery, cancellations are not permitted.
  • Eligible returns post-delivery are governed by the Warranty & Returns Policy.

c. Customer No-Show or Unavailability

If a customer is unavailable at the scheduled time or location for service delivery, including but not limited to:

  • Failure to provide access to the vehicle,
  • Absence at the agreed doorstep or fitment location,
  • Unresponsiveness to calls or messages from the technician or vendor,

the booking may be marked as a “No-Show”.

In such cases:

  • The service may be cancelled or rescheduled at the discretion of the vendor or platform.
  • Any advance payment may be partially or fully forfeited to compensate for technician time, travel, and operational costs.
  • Repeat no-show behavior may result in account restrictions.

2. Cancellation by Vendors / Service Providers

  • If a vendor or service provider cancels a confirmed booking or fails to deliver a product:
    • The customer shall receive a full refund, including any advance paid.
  • Repeated vendor-side cancellations may result in:
    • Penalties,
    • Temporary suspension,
    • Permanent delisting from the platform.

Customers may opt for rescheduling or reassignment where available.

3. Refund Timeline & Method

  • Eligible refunds will be processed within 5–7 working days from cancellation approval.
  • Refunds will be credited to the original payment method used (UPI, card, net banking, wallet, etc.).

4. Minimum Advance Payment Terms

  • Certain services may require an advance or confirmation payment at the time of booking. The applicable amount, if any, will be clearly displayed before checkout and may vary based on service type, location, or booking model.
  • The advance amount, where applicable, is adjustable in the final invoice.
  • In case of late cancellation, no-show, or post-inspection rejection, the advance may be partially or fully retained.

5. Platform Role in Disputes

  • BestFitment acts as a facilitator between customers and vendors/service providers.
  • In case of disputes regarding cancellations or refund eligibility, BestFitment will assess the situation based on platform logs and service history.
  • The final decision on refunds lies with the platform’s support and quality control team.

🛡️ Warranty & Returns Policy

This Warranty Policy outlines the terms and conditions under which warranties are provided for services and accessories booked or purchased via the BestFitment platform. It distinguishes responsibilities between vendors, technicians, and the platform.

1. Standard Warranty Coverage

a. Services Booked Through the Platform

  • All services (e.g., CNG kit fitment, PPF installation, auto clutch systems) include a standard warranty, duration of which is specified by the vendor at the time of booking.
  • Coverage includes:
    • Workmanship defects
    • Product/component malfunction related to the service

b. Accessories / Upgraded Components

  • Accessories or components sold and installed by vendors through BestFitment come with a standard warranty, the terms of which are listed on the product/service page.
  • Warranty is only valid if the product is installed by an authorized or listed technician/vendor through the platform.

2. Extended Warranty

  • Extended warranties may be offered at an additional cost.
  • Such warranties may be:
    • Managed directly by BestFitment, or
    • Provided by certified third-party warranty partners.
  • Customers must opt in at the time of booking or before warranty expiry.

3. Warranty Claim Process

To initiate a warranty claim, customers must:

  • Raise a request via the BestFitment dashboard or app,
  • Submit required documentation:
    • Order ID / Invoice,
    • Photos or videos,
    • Service logs (auto-captured).

Validated claims may result in:

  • Repair,
  • Replacement,
  • Re-service,
  • Refund (as per vendor warranty terms).

4. What’s Not Covered

Warranty does not cover:

  • Damage due to misuse, accidents, or negligence,
  • Unauthorized modifications or third-party installations,
  • Normal wear and tear (unless explicitly covered),
  • Services or products beyond warranty period,
  • Impact on OEM warranty, insurance validity, or regulatory compliance arising from aftermarket modifications or retrofitting.

4.1. Pre-Existing Conditions & Service-Related Damage

  • Any pre-existing damage, wear, or condition documented during inspection or visible prior to service execution is excluded from warranty or damage claims.
  • Damage proven to have occurred directly due to service execution shall be addressed by the responsible vendor or service provider in accordance with their warranty and service obligations.
  • BestFitment’s role is limited to facilitating documentation review and claim routing and does not extend to direct compensation unless explicitly covered under a platform-backed warranty.

5. Vendor Responsibilities

  • Vendors must honor warranty commitments displayed on the platform.
  • Resolution timelines typically range from 7–10 business days.
  • Failure to comply may result in penalties or suspension.

6. BestFitment Platform Liability

  • BestFitment acts as an enabler and custodian of warranty information.
  • While the platform facilitates warranty tracking, validation, and claim routing, the primary responsibility lies with the vendor or extended warranty provider.
  • In cases where warranty is explicitly provided by BestFitment (e.g., extended warranty), the platform will resolve the issue directly.

🤝 Vendor Onboarding & Operational Terms

This document outlines the terms and operational guidelines for vendors (fitment centers and sellers) joining and operating on the BestFitment platform. It governs service listing, product listing, pricing, warranty obligations, commission structures, and accountability standards.

1. Definitions

  • Vendor: Refers to fitment centers or service providers offering services such as CNG kit installation, PPF, detailing, or auto-clutch systems.
  • Seller: Refers to those listing and selling accessories or upgraded components through the platform.
  • Platform: Refers to the BestFitment digital ecosystem.

2. Onboarding Requirements

All vendors/sellers must:

  • Submit valid business details (GST, PAN, service license, etc.).
  • Accept the platform’s Vendor Agreement and Code of Conduct.
  • Undergo basic verification by the BestFitment team before listings go live.
  • Agree to platform commission terms and service policies.

3. Listing of Services & Products

  • Vendors must list only genuine services and certified parts or accessories.
  • Product/service descriptions, pricing, and warranty info must be accurate and regularly updated.
  • Fitment centers must clearly define:
    • Type of fitment (e.g., in-house, doorstep)
    • Inspection needs
    • Service conditions and inclusions
  • Sellers must specify:
    • Product compatibility (vehicle-wise)
    • Condition (new/unused)
    • Warranty coverage and return policy

4. Pricing & Quotation Policy

  • Vendors may offer approximate base pricing on the platform; final quote is confirmed post-vehicle inspection.
  • Sellers must maintain consistency between listed prices and actual prices unless discounts are offered.
  • All prices must be inclusive of taxes, installation charges (if applicable), and platform commissions.

5. Commission and Payments

  • BestFitment charges a per-transaction commission based on the service or product category.
  • Commission details are disclosed to vendors during onboarding.
  • Payouts to vendors are made post-completion of service/product delivery after deducting the platform’s commission.
  • Payments may be held if:
    • There is a dispute raised.
    • The vendor violates platform guidelines.

6. Service Fulfillment & Customer Handling

  • Vendors must ensure:
    • Timely service delivery or product shipment.
    • Quality checks before and after service.
    • Respectful and professional behavior with customers.
  • If a vendor cancels a confirmed booking or fails to deliver:
    • The booking is reassigned.
    • Repeated failures may lead to delisting.

6.1. Off-Platform Communication Disclaimer

BestFitment is not responsible for any commitments, pricing changes, timelines, or disputes arising from communication conducted outside official platform channels, including but not limited to personal calls, WhatsApp messages, or direct meetings.

Only communications, updates, and confirmations recorded within the BestFitment platform shall be considered valid for dispute resolution and audit purposes.

7. Warranty & Dispute Responsibilities

  • Vendors are primarily responsible for warranty resolution.
  • BestFitment assists in routing warranty claims but expects the vendor to resolve them within platform SLAs.
  • If disputes arise:
    • Vendors must cooperate with BestFitment’s support and provide logs/photos/evidence if required.

8. Platform Rights

  • BestFitment reserves the right to:
    • Modify commissions or terms with notice.
    • Delist vendors with poor performance or repeated violations.
    • Use vendor listings for platform-wide marketing and promotions.

👷‍♂️ Technician Policy

This Technician Policy outlines the terms, responsibilities, and operational standards for technicians working directly or indirectly via vendors on the BestFitment platform. It covers onboarding, task allocation, performance expectations, customer interaction, and compliance.

1. Technician Onboarding

All technicians must:

  • Be employed or authorized by a registered vendor (fitment center).
  • Submit identity and skill verification documents.
  • Undergo a platform orientation session if deployed for doorstep or mobile installations.
  • Accept the platform’s service standards and conduct terms.

2. Roles & Deployment

Technicians may be assigned to:

  • In-center fitments: Performing services at the vendor’s workshop or service facility.
  • Mobile/Doorstep fitments: Traveling to customer locations for installations (CNG kits, PPF, accessories, etc.).

Deployment is:

  • Handled by vendors or coordinated through the platform in case of doorstep service.
  • Based on technician skill set, task type, location, and availability.

3. Responsibilities

Technicians must:

  • Ensure proper fitment, installation, and safety checks as per service category.
  • Follow pre-defined SOPs (Standard Operating Procedures) for each task.
  • Carry essential tools, verified parts, and digital task IDs.
  • Obtain digital confirmation of task completion (photos, signatures, or OTP).
  • Maintain hygiene, professionalism, and punctuality during customer interaction.

4. Documentation & Proof of Service

Technicians are required to:

  • Upload before/after photos where applicable.
  • Log service status, completion time, and remarks in the technician app.
  • Ensure customers acknowledge service through a digital or OTP confirmation.

4.1. Service Completion & Customer Acceptance

A service shall be deemed completed and accepted when any of the following occurs:

  • The customer provides OTP, digital confirmation, or signature upon service completion;
  • The customer does not raise a service-related issue within 24 hours of completion as recorded on the platform;
  • The service is closed in the system with supporting documentation (photos, logs, time stamps).

Post acceptance, the service shall be treated as successfully delivered, subject only to applicable warranty terms.

5. Incentives & Performance

Technicians may receive incentive payouts based on:

  • Customer ratings & reviews.
  • Timely task completion.
  • Adherence to quality standards.
  • Attendance and availability. Performance metrics are reviewed monthly and tied to vendor reputation on the platform.

6. Code of Conduct

Technicians must strictly avoid:

  • Delays without prior notice.
  • Miscommunication or misconduct with customers.
  • Use of duplicate or unauthentic parts.
  • Seeking direct payments or tips from customers outside the platform.
  • Unauthorized sharing of customer data.

Violation may result in:

  • Suspension or permanent ban from the platform.
  • Penalty imposed on the vendor employing the technician.

7. Liability & Coverage

  • BestFitment is not directly responsible for technician actions but will facilitate accountability through the vendor.
  • Any customer complaint related to technician behavior or service quality will be investigated with logs and proof.
  • In severe cases, technicians and/or vendors may be delisted.

🔍 Inspection, Estimates & Final Pricing Policy

Key Points:

  • Inspection defines final scope and pricing.
  • Undisclosed vehicle conditions may lead to price revision or service refusal.
  • Inspection fees or advances may be non-refundable upon quote rejection.
  • All inspection findings are digitally logged.

1. Change in Service Scope

If inspection reveals additional work, parts, or services beyond the original booking scope:

  • The revised scope and pricing must be communicated to the customer via the platform;
  • Execution shall proceed only after explicit customer approval;
  • Declining additional scope may result in cancellation or continuation of original scope where feasible.

Unauthorized execution of additional work without customer approval is not permitted.

🔄 Returns & Replacement Policy

(Products & Accessories Only)

This Returns & Replacement Policy applies only to physical products and accessories purchased through the BestFitment platform. Service-related cancellations and refunds are governed by the Cancellation & Refund Policy.

1. Eligible Return & Replacement Cases

Products may be eligible for return or replacement if:

  • The item delivered is incorrect (wrong product or variant),
  • The product is damaged at the time of delivery,
  • The product is defective or non-functional upon first use,
  • The product does not match the description or specifications listed on the platform.

All claims must be raised within 48 hours of delivery through the BestFitment dashboard or support channels.

2. Non-Returnable Items

The following items are not eligible for return or replacement:

  • Products that have been installed, used, or altered,
  • Electrical or electronic components once opened or installed,
  • Custom-made or vehicle-specific parts,
  • Items damaged due to misuse, accidents, or third-party installation,
  • Products returned without original packaging, accessories, or invoice.

3. Return Verification & Approval

  • All return or replacement requests are subject to verification by the seller or service provider.
  • Customers may be required to submit:
    • Photos or videos of the product,
    • Unboxing proof (if requested),
    • Order ID or invoice.

BestFitment reserves the right to approve or reject return requests based on verification findings.

4. Replacement, Refund & Resolution

  • Where possible, replacement shall be offered before a refund.
  • If replacement is not feasible, a refund may be processed.
  • Refunds, if approved, will be credited to the original payment method within 5–7 working days after verification.

5. Return Logistics

  • Return pickup or shipping instructions will be communicated after approval.
  • Return shipping costs may be:
    • Borne by the seller (in case of seller fault), or
    • Borne by the customer (in case of customer-initiated returns).

6. Platform Role & Limitation

BestFitment acts as a facilitator in coordinating returns and replacements between customers and sellers.

The primary responsibility for product quality, eligibility, and resolution lies with the seller.

BestFitment does not provide independent guarantees beyond what is expressly stated on the product listing or applicable warranty.

🚚 Shipping & Delivery Policy

(Products & Accessories Only)

This Shipping & Delivery Policy governs the dispatch and delivery of physical products and accessories purchased through the BestFitment platform. Service bookings, inspections, and doorstep installations are excluded and are governed by their respective service policies.

1. Applicability & Scope

  • This policy applies only to physical products and accessories ordered via the BestFitment platform.
  • Services such as CNG installation, PPF, detailing, auto clutch fitments, inspections, and doorstep services do not involve shipping.
  • Doorstep services involve technician dispatch, not courier delivery, and are not covered under shipping timelines.

2. Shipping Responsibility

  • Products are shipped by:
    • The respective vendor/seller listed on the platform, or
    • Authorized logistics partners engaged by the vendor.
  • BestFitment acts as a marketplace facilitator and does not directly handle inventory or shipping unless explicitly stated on the product listing.

3. Order Processing & Dispatch

  • Orders are typically processed and dispatched within 1–3 business days after:
    • Successful payment confirmation, and
    • Order validation, including compatibility checks where applicable.
  • Dispatch timelines may vary due to:
    • Stock availability,
    • Vendor verification,
    • Compliance or regulatory checks,
    • Weekends and public holidays.

4. Estimated Delivery Timelines

Estimated delivery timelines are indicative and may vary based on location and logistics conditions:

  • Metro cities: 3–7 business days
  • Non-metro / remote locations: 5–10 business days

Delivery timelines are estimates only and are not guaranteed.

5. Shipping Charges

  • Shipping charges, if applicable, are clearly displayed:
    • On the product listing page, and/or
    • At checkout before payment.
  • Certain products or promotional offers may include free shipping, subject to vendor-specific terms.
  • Standard Shipping: A flat rate of ₹[99] applies to all in-store display orders.
  • Free Shipping: Orders exceeding ₹[999] qualify for free delivery.
  • Note: Final shipping costs are confirmed at the time of order in-store.

6. Order Tracking & Delivery Updates

  • Once dispatched, tracking details may be shared through:
    • BestFitment dashboard,
    • SMS, WhatsApp, or email (where enabled).
    • Once your in-store order is handed over to our logistics partner, a tracking link will be sent to your registered mobile number and email address within 24 hours.
  • Tracking availability depends on the logistics partner used by the seller.
  • We ensure that products ordered from our display centers are dispatched and delivered within the following windows:
  • Handling Time: 1–2 business days (Order processing and packaging).
  • Transit Time: 3–5 business days (Courier transport).
  • Total Estimated Delivery: 4–7 business days from the date of purchase.
  • We provide delivery for display items to all major pin codes across India. If a location is identified as “unserviceable” by our partners, the customer will be notified at the point of sale.

7. Failed, Delayed, or Returned Deliveries

Deliveries may be delayed or fail due to:

  • Incorrect or incomplete delivery address,
  • Customer unavailability at the time of delivery,
  • Restricted serviceability for certain pin codes,
  • Force majeure events (weather conditions, strikes, regulatory restrictions, etc.).

In such cases:

  • Re-delivery attempts may be made, or
  • The shipment may be returned to the seller and handled in accordance with the Cancellation & Refund Policy and Returns & Replacement Policy.

8. Cash on Delivery (COD) & Prepaid Orders

  • COD availability is subject to:
    • Product category,
    • Seller discretion,
    • Delivery location.
  • Certain products, high-value items, or customized components may require prepaid payment only.
  • BestFitment reserves the right to restrict COD to prevent misuse or failed deliveries.

9. Delivery Inspection & Reporting

  • Customers are advised to inspect the package upon delivery.
  • Any issues such as:
    • Physical damage,
    • Incorrect item,
    • Missing componentsmust be reported within 48 hours of delivery through the BestFitment platform.
  • Claims raised beyond this period may not qualify for return or replacement.

10. Platform Role & Limitation

  • BestFitment facilitates communication, order tracking, and dispute resolution.
  • The primary responsibility for shipping, delivery, and product condition lies with the respective seller/vendor.
  • BestFitment does not guarantee delivery timelines unless explicitly stated on the product or checkout page.

11. Force Majeure

BestFitment and its vendors shall not be held liable for delays or failure in delivery caused by events beyond reasonable control, including natural disasters, government actions, strikes, lockdowns, or logistics disruptions.