Support & Refund Policy

1. Customer Support

At Autophile, we are committed to providing excellent customer support. Our support team is available to assist you with any questions, concerns, or issues you may have.

1.1 Support Channels

You can reach our support team through the following channels:

• In-App Support: Use the support feature within the Autophile app for the fastest response
• Email: support@autophile.app
• Contact Form: Available on our website
• Phone: Available for urgent matters (hours may vary)

1.2 Support Hours

Our support team is available:

• Monday - Friday: 9:00 AM - 6:00 PM GMT
• Saturday: 10:00 AM - 4:00 PM GMT
• Sunday: Closed
• Emergency Support: Available 24/7 for critical service issues

1.3 Response Times

We aim to respond to all inquiries within the following timeframes:

• General Inquiries: Within 24 hours
• Urgent Issues: Within 4 hours
• Technical Support: Within 12 hours
• Refund Requests: Within 48 hours

2. Refund Policy

This Refund Policy explains when and how refunds are processed for services booked through Autophile.

2.1 Eligibility for Refunds

You may be eligible for a refund in the following circumstances:

• Service Not Provided: If the service provider fails to provide the booked service
• Service Cancellation: If the service provider cancels your booking
• Unsatisfactory Service: If the service provided does not meet the agreed-upon standards (subject to review)
• Double Payment: If you were charged twice for the same service
• Technical Errors: If a technical error resulted in an incorrect charge

2.2 Refund Timeframes

Refund processing times vary depending on the payment method:

• Credit/Debit Cards: 5-10 business days
• PayPal: 3-5 business days
• Apple Pay/Google Pay: 3-7 business days
• Bank Transfer: 7-14 business days

Note: The time it takes for the refund to appear in your account depends on your bank or payment provider.

2.3 Refund Process

To request a refund:

1. Contact our support team through the app or email at support@autophile.app
2. Provide your booking reference number and reason for the refund request
3. Include any relevant documentation (photos, receipts, etc.)
4. Our team will review your request within 48 hours
5. If approved, the refund will be processed to your original payment method

2.4 Non-Refundable Items

The following are generally not eligible for refunds:

• Services that have been completed as agreed
• Platform fees (unless service was not provided)
• Services cancelled less than 24 hours before the scheduled time (unless due to provider cancellation)
• Services where the issue was caused by user error or misinformation
• Additional services or parts requested during the service

2.5 Partial Refunds

In some cases, we may issue partial refunds:

• If only part of the service was completed
• If additional work was required due to circumstances beyond the service provider's control
• If there was a pricing error that resulted in overcharging

3. Cancellation Policy

3.1 User Cancellations

You may cancel a booking subject to the following terms:

• More than 24 hours before service: Full refund (minus platform fees)
• Less than 24 hours before service: 50% refund (minus platform fees)
• Less than 2 hours before service: No refund (except in exceptional circumstances)

3.2 Provider Cancellations

If a service provider cancels your booking:

• You will receive a full refund, including platform fees
• We will help you find an alternative provider if available
• You may be eligible for compensation in certain circumstances

3.3 How to Cancel

To cancel a booking:

1. Open the Autophile app
2. Go to "My Appointments"
3. Select the booking you wish to cancel
4. Tap "Cancel Booking" and follow the prompts
5. You will receive confirmation of the cancellation and refund (if applicable)

4. Dispute Resolution

4.1 Service Disputes

If you have a dispute regarding a service:

• Contact the service provider directly first to resolve the issue
• If unresolved, contact Autophile support within 7 days of the service
• Provide detailed information and evidence (photos, messages, etc.)
• Our team will investigate and work to resolve the dispute fairly

4.2 Payment Disputes

For payment-related disputes:

• Contact support immediately with transaction details
• We will investigate and respond within 48 hours
• If the dispute is valid, we will process a refund or correction

5. Chargebacks

If you initiate a chargeback with your bank or credit card company:

• We will investigate the chargeback claim
• We may temporarily suspend your account during the investigation
• If the chargeback is found to be invalid, your account may be permanently suspended
• We encourage you to contact us first to resolve issues before initiating a chargeback

6. Platform Fees

6.1 Refund of Platform Fees

Platform fees are refundable in the following cases:

• Service provider cancellation
• Service not provided
• Technical errors on our part

Platform fees are generally non-refundable for user-initiated cancellations made less than 24 hours before the service.

7. Special Circumstances

7.1 Force Majeure

In cases of force majeure (natural disasters, pandemics, etc.), refund policies may be adjusted. We will communicate any changes clearly and work with all parties to find fair solutions.

7.2 Exceptional Cases

We may make exceptions to our standard refund policy in exceptional circumstances. Each case will be reviewed individually, and decisions will be made at our discretion.

8. Apple App Store Refunds

If you made a purchase through the Apple App Store:

• In-app purchases and subscriptions are subject to Apple's refund policy
• You may request refunds through Apple's refund process
• For service bookings, our standard refund policy applies
• Contact Apple Support for App Store-related refunds

9. Contact for Support and Refunds

10. Changes to This Policy

We may update this Support & Refund Policy from time to time. We will notify you of any material changes by:

• Posting the updated policy on this page
• Updating the "Last Updated" date
• Sending you a notification through the app or email

Your continued use of our services after changes become effective constitutes acceptance of the updated policy.