Refund Policy

Last updated: April 2026

We take pride in what we do. If a PAANA^® service doesn't meet the standard you expected, we will make it right — either through a free re-service, a partial refund, or a full refund. This page explains exactly when each applies.

Full refund

You are entitled to a full refund if any of the following happens:

• Partner did not arrive — no service was rendered
• Partner arrived but could not perform the service (e.g. wrong equipment, declined the job on-site) and no alternative Partner was dispatched within a reasonable time
• You were charged but the service was free-of-cost (rare — e.g. in-warranty recovery jobs)
• Duplicate payment — you were charged twice for the same job
• Service failed catastrophically — e.g. vehicle was damaged because of Partner negligence; subject to investigation

Partial refund

You may be entitled to a partial refund if:

• Service was incomplete — only some of what was quoted was delivered
• Overcharging — the final invoice exceeded the quote with no reasonable justification
• Significant delay — Partner arrival exceeded the quoted ETA by more than 50% without prior notice
• Quality dispute — the service was technically completed but below normal standard; remedy is usually a re-service at no extra charge, or a partial refund if re-service is impractical

When refunds do not apply

Refunds generally do not apply if:

• The service was completed as quoted and you simply changed your mind after the fact
• The breakdown was misdiagnosed by you (e.g. you requested a jump-start but the battery turned out to be dead and needed replacement — the Partner still travelled)
• Third-party factors (severe weather, road closures, police action) prevented service delivery; in such cases a fair cancellation fee applies per our Terms

Cancellation fees

Not a refund issue per se, but for completeness:

• Before Partner dispatch — free, no charge
• After Partner dispatch, before arrival — up to ₹99 cancellation fee covering Partner travel
• After Partner arrival, before service starts — a minimum visit fee (typically ₹199-₹299 depending on distance) may apply

How to request a refund

1. Send a WhatsApp message to our customer line within 72 hours of the service. Include the service reference, the Partner name if known, and a short description of the issue.
2. We acknowledge within 24 hours and begin investigation (may involve speaking to the Partner and reviewing logs).
3. Decision within 5 business days. You'll get a WhatsApp message with the outcome and, where applicable, a refund reference.
4. Refund credited to the original payment method within 5-7 business days of approval (UPI typically 1-2 days; card/netbanking 5-7 days).

Escalation

If you disagree with our decision, you can escalate to our Grievance Officer:

Email: grievance@paana.in
Resolution: within 15 days as mandated by the Consumer Protection Act, 2019.

If unresolved, you retain all rights under the Consumer Protection Act and may approach the relevant Consumer Disputes Redressal Commission.

Questions? refund@paana.in · See also Terms of Service, Privacy, Trademark.