1. General Refund Policy Statement
Firlona allows customers to claim a refund under specific circumstances to ensure fairness, transparency, and customer protection. A return or refund request may be initiated based on the conditions mentioned below. Firlona reserves the right to modify or update this Return Policy at any time without prior notice. Customers are advised to review this policy periodically. By using the Firlona app or website, you acknowledge and agree to the terms mentioned herein.
2. Valid Reasons for Claiming a Refund
• Customer is permitted to claim refund from False Service, Incomplete job, Misbehavior from service provider.
• Our partner (vendor/beautician) will be liable to return the charges if they receive in cash, and the company will return the full amount to customers if received through online methods.
• Only service charges refunded; materials excluded.
• It will be only valid for the service provided. For instance, if AC’s indoor was serviced and the problem arises in the outdoor, it will not be applicable.
3. Return/Refund Review Process
• Firlona Company retains the right to approve or reject a refund request.
• Refund claims will be reviewed by collecting details about job completion from the service provider.
• The outcome of the claim, along with the reason for approval or rejection, will be communicated to the customer via their registered email ID or through any contact.
Firlona may request photos, videos, or additional proof from the customer to verify the issue.
4. Refund Method & Timeline
• The return service amount will be transferred to the customers’ digital wallet by our company on next 6 working day.
• Proof of purchase required for cancellations.
• If the customer transferred the charges online, the bank will not be responsible for returning money; instead, it will be added to his/her digital wallet.
• If the customer transferred the charges online, the bank or UPI service may sometimes hold the payment temporarily, causing the money to be deducted from the customer’s account while Firlona has not yet received it. In such cases, the customer must contact the respective bank or UPI provider for resolution. The refund will be processed to the customer’s account or Firlona’s account once the payment is released. Firlona is not responsible for delays or failures in refund processing caused by banks or payment service providers.
• To complete your return if you do not want our services, or cancel then, we require a receipt or proof of purchase after that Firlona company will refund full amount on next 6 working day.
• We return the full amount through online methods or cash if service is cancelled or not taken by customers before the service professionals assigned.
• Visiting fees are non-refundable.
• If a service is cancelled by the customer after the arrival of service partners at the location, the total payment will not be refundable & 20% amount will be deducted from total payment.
Refunds via digital wallet may be used for future bookings and cannot be withdrawn in cash unless approved by Firlona management.
5. Special Conditions for Refund
✔ The refund policy applies only to service-related issues.
✔ Material charges, spare parts, consumables, or purchased items are non-refundable.
✔ Refunds cannot be claimed if the issue arises due to:
6. Vendor/Beautician Cash Handling Rules
If the vendor receives payment in cash, they are responsible for returning the appropriate amount to the customer in case of an approved refund.
Vendors failing to return customer cash may face penalties, account suspension, or contract action under Firlona policy.
If payment was received online, the refund will be issued directly by Firlona.
7. How to Request a Return/Refund
Customers can request refund/return using any of the following official contact channels:
📧 Firlonaofficial@gmail.com
📞 +91 98960 34903
💬 Social Media
💬 Live Chat (App/Website)
Customer must provide:
8. Rights & Final Decision Authority
Firlona reserves the right to approve, reject, or partially approve refunds based on the evidence collected.
Fraudulent refund requests, misuse of the platform, or repeated refund patterns may result in:
