We believe customer trust is our greatest achievement. While HomeGarage offers Cash on Delivery for spare parts, users often prepay via bKash, Nagad, Rocket, Cards, or Bank Transfer for convenience. Additionally, certain on-demand services (FixMate, ProDriver) and high-value parts require advance payment.
We maintain a vast network of local mechanics, drivers, and spare parts sellers across Bangladesh. However, confirming real-time availability from all partners can sometimes be challenging. No one is above error, and given the scale of our operations, occasional mismatches in stock or service availability may occur. If we or our partners fail to deliver the service or product, we are committed to refunding the prepaid amount promptly.
A) Refund Medium
If HomeGarage or its partners fail to deliver within the scheduled time, the refund will be processed through the same medium (bKash, Nagad, Rocket, Card, or Bank Transfer) used during the original payment.
B) Refund Timeline
Once a refund decision is approved, the refund process generally takes 7-10 working days to reflect in your account (excluding the processing time of the respective financial institution or mobile banking provider). If you do not receive it within this period, please contact our support team.
C) Refund Notification
Customers will be notified via SMS, Phone Call, or Email once the refund is officially initiated. If you do not receive the refund within 3 business days of receiving the notification, you must contact us immediately. Otherwise, the refund will be considered successfully received.
D) Refund Complaints
For any refund-related issues, grievances, or delays beyond 7-10 working days, please contact us via our in-app Live Chat or email us at support@homegarage.com.
E) Refundable Amounts (যে সকল ক্ষেত্রে টাকা ফেরত পাবেন)
- Service Cancellations (FixMate & ProDriver): If a mechanic or driver booking is canceled before the professional is dispatched from their location, a 100% full refund will be issued. If canceled after arrival at your location, a minimal cancellation/service visit fee will be deducted.
- Failed Order Fulfillment: If a prepaid spare parts order (PartsHub/AutoBazar) cannot be fulfilled due to unavailability from the local seller, the full amount will be refunded.
- Partial Order Shortage: If an online prepaid order contains multiple items and one specific part is out of stock and removed from the invoice, the excess amount paid for that specific item will be refunded.
- Technical Overcharge: If a technical glitch during online payment results in double-charging or deducting more than the invoice amount, the excess money will be fully refunded upon providing valid payment screenshots.
- Cashback & Offers: If a cashback offer was applied and the order is canceled or fails due to our inability to deliver, the refund will be processed after deducting the cashback amount (only the actual paid amount is refundable).
- Defective Parts (Return & Exchange): If you receive a defective/damaged spare part and a replacement is unavailable in the seller's stock, we will issue a full refund for that item after the product is returned to us and passes our quality inspection.
- GarageSOS (Emergency): If our roadside assistance (GarageSOS) team is dispatched but the user cancels before the service vehicle leaves the base, a full refund applies. However, once the vehicle is en route or on-site, the service is considered rendered, and no refund is applicable.
F) Non-Refundable Amounts (যে সকল ক্ষেত্রে টাকা ফেরত পাবেন না)
- Completed Services: If a mechanic (FixMate), driver (ProDriver), or emergency SOS service has been successfully rendered/completed at your location, no refund will be issued. Any disputes must be raised within 24 hours of service completion.
- Gift Vouchers: Payments made using HomeGarage Gift Vouchers are strictly non-refundable. However, the balance can be used for future orders.
- HomeGarage Wallet Balance: If a user explicitly requests their refund to be stored as "Wallet Balance" for future use, this balance is non-refundable to the bank/cash but can be utilized in any subsequent order.
- Shipping/Delivery Charges: Shipping or delivery fees for returned spare parts are non-refundable, unless the return is due to a clear error from our end (e.g., wrong part sent).
- Cash on Delivery (COD): If you selected Cash on Delivery and did not pay any advance amount, no refund is applicable for that order.
- Physical Customer Damage: Refunds will not be provided for spare parts that are physically damaged, mishandled, or tampered with by the customer after delivery.
- Late Notification for Returns: Any request for return/refund raised beyond the specified 7-day return window (for parts) or 24-hour window (for services) will not be eligible for a refund.
G) Customer Responsibility
If your refund does not arrive within the specified 10-working-day window and you fail to notify us within 3 days of the notification, we reserve the right to treat the matter as resolved. For any queries, please always keep your transaction IDs ready.
