Refund Policy
Our billing model is pay-per-session — you are never charged for time an expert did not spend with you. We are committed to fair, transparent billing and will resolve genuine disputes promptly.
1. How Billing Works
Sessions are billed based on actual connected time, rounded up to the nearest 15-minute slab. The expert's hourly rate is shown clearly before you start a session. You will never be charged more than the rate displayed at session start.
2. Free Cancellation
You may cancel any open or snoozed support request at any time before the expert begins active work — at no charge. There is no cancellation fee.
3. Eligible Refund Scenarios
You are entitled to a full or partial refund if:
- You were charged for a session that did not take place due to a platform error
- The expert connected but provided no meaningful assistance before disconnecting
- A technical fault on our end (server error, WebRTC failure) caused premature session termination
- You were billed an incorrect amount due to a platform calculation error
4. Non-Refundable Scenarios
Refunds will not be issued if:
- The session was completed and the expert provided the agreed support
- You disconnected early after receiving assistance
- The issue was not resolved due to factors outside the expert's control (e.g. hardware failure, third-party software)
- You cancelled after the expert had already begun active work
5. How to Request a Refund
Contact us within 7 days of the session date:
- Email: support@touchtofix.com
- WhatsApp: +91 97406 64707
Please include your registered phone number, session date, and a brief description of the issue. We aim to respond within 2 business days and resolve disputes within 7 business days.
6. Refund Processing
Approved refunds are returned to the original payment method within 5–10 business days, depending on your bank or payment provider. TouchToFix does not charge any fee for processing refunds.
7. Expert Payouts
If a customer refund is granted due to expert misconduct or negligence, the corresponding expert payout for that session may be withheld. Repeated refund claims against a single expert may result in account suspension.
8. Contact
For billing queries or refund requests, reach us at support@touchtofix.com or call +91 97406 64707.