Last Updated: December 2024
1. Overview
Marq Dubai is committed to providing quality services and customer satisfaction. This Refund and Cancellation Policy outlines the terms and conditions for service cancellations and refunds.
2. Service Cancellation Policy
2.1 Customer-Initiated Cancellations
Customers may cancel services under the following conditions:
- Before Service Commencement: Full refund available if cancelled 24 hours before scheduled service
- Same Day Cancellation: 50% refund if cancelled on the day of service, before technician arrival
- After Technician Arrival: No refund for cancellation after technician has arrived at the location
2.2 Company-Initiated Cancellations
Marq Dubai may cancel services due to:
- Safety concerns or hazardous conditions
- Insufficient access to work area
- Weather conditions affecting outdoor work
- Technical limitations or equipment unavailability
- Customer non-compliance with safety requirements
In such cases, full refund will be provided or service will be rescheduled at no additional cost.
3. Refund Policy
3.1 Refund Eligibility
Refunds are available under the following circumstances:
- Service cancellation within the specified timeframes
- Service not performed due to company fault
- Defective materials or parts provided by Marq Dubai
- Service not meeting agreed specifications
- Duplicate payments or billing errors
3.2 Refund Process
To request a refund, customers must:
- Contact Marq Dubai within 7 days of service completion
- Provide service receipt or reference number
- Explain the reason for refund request
- Allow for investigation and verification
3.3 Refund Timeline
Refunds will be processed as follows:
- Cash Payments: Immediate refund upon approval
- Bank Transfers: 3-5 business days
- Digital Payments: 5-7 business days
- Cheque Payments: 7-10 business days
4. Non-Refundable Services
The following services are non-refundable:
- Emergency services already performed
- Services completed as per customer specifications
- Materials and parts already installed or used
- Consultation fees for completed assessments
- Services cancelled after technician arrival
5. Partial Refunds
Partial refunds may be provided in the following situations:
- Service partially completed due to customer request
- Additional work not included in original quote
- Customer-provided materials found to be defective
- Service completed but not to full satisfaction (case-by-case basis)
6. Warranty and Service Guarantee
6.1 Service Warranty
Marq Dubai provides warranty on services:
- Electrical Installations: 1 year warranty
- Repair Services: 90 days warranty
- Parts and Materials: As per manufacturer warranty
6.2 Warranty Claims
Warranty claims must be made within the warranty period. Marq Dubai will:
- Investigate warranty claims promptly
- Provide repair or replacement at no cost if valid
- Offer refund if repair/replacement is not feasible
7. Emergency Services
For emergency services provided by Marq Dubai:
- Emergency service fees are non-refundable once service is initiated
- Full payment is required before emergency service commencement
- Additional charges may apply for emergency services outside business hours
8. Material Returns
8.1 Unused Materials
Unused materials may be returned under the following conditions:
- Materials must be in original packaging and condition
- Return request must be made within 7 days of purchase
- Restocking fee of 10% may apply
- Custom or special-order materials are non-returnable
8.2 Defective Materials
Defective materials will be replaced or refunded at no cost to the customer, subject to verification.
9. Dispute Resolution
In case of disputes regarding refunds or cancellations:
- Customers should first contact Marq Dubai directly
- We will investigate and respond within 48 hours
- If resolution is not reached, mediation may be suggested
- All disputes are subject to local laws and regulations
10. Force Majeure
Marq Dubai is not liable for cancellations or delays due to:
- Natural disasters or extreme weather conditions
- Government regulations or restrictions
- Pandemic or health emergencies
- Other circumstances beyond our reasonable control
In such cases, services will be rescheduled or refunded as appropriate.
11. Contact Information for Refunds
For refund requests or cancellation inquiries, contact Marq Dubai:
12. Policy Updates
Marq Dubai reserves the right to update this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on our website. Customers will be notified of significant changes.
13. Customer Rights
Customers have the right to:
- Request clear information about refund and cancellation policies
- Receive timely responses to refund requests
- Fair treatment in all refund and cancellation matters
- Dispute decisions through appropriate channels
14. Compliance
This policy complies with applicable consumer protection laws and regulations in India. Marq Dubai is committed to fair and transparent business practices.
By using our services, you acknowledge that you have read, understood, and agree to this Refund and Cancellation Policy.
Marq Dubai is committed to customer satisfaction and fair resolution of all service-related matters.