Help on wheels RSA (Road Side Assistance) Subscription – Cancellation & Refund Policy:
We apologize for the inconvenience you faced and your decision of cancellation & refund of your subscription. This document explains the procedure to be followed in case you want to surrender/cancel your subscription package and sets the guidelines for refund of your money.
As a RSA subscriber you can place your request to Help on wheels for cancellation of your subscription package, if you are not satisfied with the Services.
Cooling Period (15 days):
Help On Wheels allows you to review your subscription details and surrender the package with in the cooling period of 15 days (which commences from the date of receipt of the service subscription), if you are not satisfied with terms and conditions and services offered or policy construct or any other aspect.
Cooling period is the time period during which customer can surrender the subscription package and eligible for the refund of full amount of the subscription package.
Charges applicable on cancellation/surrender:
Except the surrender of your service subscription in cooling period, cancellation of subscription package is subject to charges as shown below:
- 30% - After expiry of Cooling Period but before 2 months
- 60% - After 2 months but before expiry of 6 months
- 100% - After expiry of 6 months
The refund amount will be reversed back into your bank/credit card through which you made payment. Refund process will take up to 10 working days.
*Note – Surrender/cancellation is subject to the below mentioned eligible scenarios only. Except as provided below you shall not be eligible for refund of your subscription amount.
Scenarios where you might decide to surrender/cancellation of your service subscription:
In addition to the Cooling Period, you can also surrender your subscription package and may be eligible for the refund of your money, if your compliant falls under any of the issues as listed below:
Issue: Not meeting of SLA for 2 times
Example: Where customer calls to Help on wheels for availing the benefits under the subscription but services are not provided within the agreed TAT. Except falling under special exclusion.
In the above listed scenarios, customer has to give the details of his concern and other supports, as required by Help On Wheels, to identify the lapses and process the cancellation request of the customer. Fake request or insufficient details provided by the customer shall liable to be rejected and no request of cancellation / refund shall be entertained.
How to register a compliant:
We aim to provide you with a high level of service at all times. However, there may be a time when you feel that our service has did not meet your expectation. If this is the case and you want to complain, we will do our best to try and resolve the situation. There are several ways you can contact us:
We will either acknowledge your complaint within7 working days of receipt, or offer you our final response if we have concluded our investigations within this period.
If you remain unhappy with our final response, or we have not managed to provide a final response within 10 working days of your complaint, you may be entitled to refund of your subscription amount after deducting charges as listed in above table.
General Terms & Conditions:
- Customer who has availed any benefit or services 1 time or more, under the subscription period, shall not be entitled to claim the refund of subscription amount.
- Customer who fail to provide the adequate details pertaining to lapses in providing the services or identify the actual issues might not be considered for payment for refund.
- The terms and conditions of the Cancellation / Refund Policy is in addition to any other terms and conditions applicable on your subscription package.
- Decision of Help On Wheels pertaining to refund shall be final in all respects.
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