Customer Refund Policy

1. Purpose & Scope

This policy applies to services booked through the GO FIX mobile application and covers customer payments, refund eligibility, non-refundable charges, rescheduling, rectification, refund procedure, processing timelines and account action for misuse or abuse.

2. Definitions

• GO FIX refers to the Company.
• Platform refers to the GO FIX mobile application.
• Customer refers to any individual or entity requesting services through the Platform.
• GO FIX Crew refers to independent third-party contractors engaged through the Platform.
• Service refers to maintenance, repair, inspection or related work requested by the Customer.
• Attendance Fee / Site Survey Fee refers to charges for site attendance, inspection, assessment, travel and professional time.

3. Nature of Platform & Services

GO FIX operates as a facilitator and intermediary between Customers and verified independent GO FIX Crew. GO FIX facilitates booking, payment processing, customer support and dispute resolution through the Platform.

GO FIX itself does not perform the services and shall not be deemed an employer, agent or partner of any GO FIX Crew.

4. Refund Eligibility

4.1 Services Not Commenced

Where the assigned GO FIX Crew fails to attend the job site without a valid reason, or cancels the service after accepting the Customer’s booking without reasonable justification, the Customer may choose either:

• to receive a full refund; or
• to request that GO FIX arrange a replacement GO FIX Crew, subject to availability.

If the Customer elects for replacement Crew but GO FIX is unable to arrange a suitable replacement within a reasonable timeframe, the Customer shall be entitled to a full refund.

4.2 Technical or System Failure

Where payment has been successfully received but the booking cannot be completed due to a technical malfunction of the Platform, payment gateway failure or internal system error, GO FIX shall either restore the booking where reasonably practicable, or provide a full refund where the service cannot reasonably be fulfilled.

5. Site Discrepancy, Mismatch & Non-Refundable Attendance Fee

5.1 No Refund Due to Site Conditions

No refund shall be issued where the assigned GO FIX Crew attends the job site but is unable to proceed due to circumstances including:

• inaccurate, incomplete or misleading information provided by the Customer;
• actual site conditions differing materially from the original service request;
• additional, varied or undisclosed scope of work identified on-site;
• safety hazards, access restrictions, life-threatening conditions or technical limitations not disclosed in advance.

5.2 Attendance / Site Survey Fee

Where the assigned GO FIX Crew has attended the service location but cannot proceed due to reasons attributable to the Customer or actual site conditions, the applicable Attendance Fee and/or Site Survey Fee may be retained by GO FIX as a non-refundable fee.

5.3 Right to Refuse, Suspend or Cancel Services

GO FIX or the assigned GO FIX Crew reserves the right to refuse, suspend or cancel a service where the work cannot be safely or reasonably performed due to hazardous conditions, legal restrictions, insufficient access or circumstances beyond reasonable control.

5.4 Customer Responsibilities

Customers must:

• provide accurate and complete booking information;
• ensure safe and reasonable access to the service location;
• remain contactable during the scheduled appointment;
• disclose any material site conditions, hazards or access restrictions which may affect the service.

6. Rescheduling Policy

Customers are entitled to one complimentary rescheduling of a confirmed booking, provided that the assigned GO FIX Crew has not commenced travelling to the service location or been marked as “On the Way”.

Once the GO FIX Crew is On the Way or has Arrived at the service location, the Customer is no longer entitled to complimentary rescheduling. If the Customer cancels, declines or fails to proceed at that stage, the booking shall be subject to the Attendance Fee / Site Survey Fee and the Customer shall not be entitled to a refund.

GO FIX may, on a case-by-case basis, approve rescheduling or waive the Attendance Fee where exceptional circumstances are verified and accepted by GO FIX.

Cancellation by GO FIX

Where GO FIX is unable to fulfil a confirmed booking due to operational reasons, or no suitable replacement GO FIX Crew can be assigned within a reasonable timeframe, the Customer shall be entitled to either a full refund of all amounts paid for the booking or a rescheduled appointment at a mutually agreed date and time.

7. Non-Refundable Circumstances

Refunds shall not be provided where:

• the service has been completed in accordance with the agreed scope;
• the Customer cancels after commencement of work;
• the Customer declines, refuses or no longer wishes to proceed after the GO FIX Crew has arrived;
• materials have been purchased, delivered or used for the service;
• delays or service failure arise due to Customer unavailability or obstruction at site;
• defects arise from customer-supplied materials;
• claims are based on dissatisfaction not amounting to service failure;
• the Customer cannot be contacted, fails to answer calls or messages, or is otherwise unreachable within a reasonable period during the scheduled service;
• the Customer has provided false, inaccurate or misleading information regarding the nature, scope or location of the service.

Promotional Discounts

Promotional vouchers, discount codes and promotional credits used in a booking shall not be exchanged for cash or refunded. GO FIX may, at its sole discretion, reinstate an unused promotional voucher where a booking is cancelled due to reasons attributable to GO FIX.

8. Partial Refunds

GO FIX may, on a case-by-case basis, approve a partial refund in special circumstances. In determining the amount, GO FIX may consider:

• the extent of the service completed;
• labour performed by the GO FIX Crew;
• materials, equipment or replacement parts purchased, delivered or utilised;
• attendance, inspection and travel costs reasonably incurred;
• administrative and payment processing costs;
• any other reasonable costs directly incurred in fulfilling the booking.

Each partial refund request will be assessed fairly and reasonably based on available evidence, including booking records, communications, photographs, invoices and supporting documents.

9. Rectification in Lieu of Refund

Where a service is subject to warranty or the Customer alleges defective workmanship or incomplete services, the assigned GO FIX Crew shall be given a reasonable opportunity to inspect and rectify the reported issue within a reasonable timeframe.

A refund shall only be considered where:

• the assigned GO FIX Crew refuses to carry out rectification;
• the assigned GO FIX Crew fails to complete rectification within a reasonable timeframe without reasonable justification;
• rectification has been attempted but is unsuccessful in remedying the reported issue.

10. Refund Request Procedure

All refund claims must:

1. be submitted via the Platform only;
2. include supporting evidence such as photographs, videos, chat records, invoices or any other information reasonably requested by GO FIX;
3. be lodged within forty-eight (48) hours from service completion, unless warranty applies.

Communication During Refund Request

Customers shall reasonably cooperate with GO FIX during the refund investigation and respond to requests for additional information within the timeframe communicated by GO FIX. Failure to do so may result in the claim being closed or decided based on available information.

11. Refund Method & Processing Time

• GO FIX will acknowledge receipt of a refund request within one (1) Business Day.
• Refund investigations are generally completed within seven (7) Business Days.
• Complex investigations may require up to fourteen (14) Business Days.
• Once approved, GO FIX will initiate the refund within two (2) Business Days.
• Actual receipt of funds is subject to the processing time of the relevant bank, card issuer or payment service provider.
• Refunds shall only be processed to the original payment method used for the booking.

GO FIX may request additional information where reasonably necessary to assess the refund request. The applicable processing timeline may be suspended until such information has been received.

12. Chargeback

Customers are encouraged to contact GO FIX before initiating a chargeback with their card issuer or financial institution. Where a chargeback is initiated, GO FIX reserves the right to provide booking records, payment records, communication history and other relevant evidence to the payment service provider or financial institution for dispute resolution.

Fraudulent or abusive chargebacks may result in suspension or termination of the Customer’s GO FIX account.

13. Contact & Support

Customers requiring assistance with refund requests or to report an issue may contact GO FIX through the following channels:

14. Personal Data

Information submitted in connection with any refund request, including photographs, videos, communications and supporting documents, shall be processed in accordance with GO FIX’s Privacy Policy and applicable Malaysian data protection laws. Such information shall only be used for investigating, assessing and resolving the refund request.

15. Fraud, Abuse & Account Action

GO FIX reserves the right to reject fraudulent or abusive refund claims and to suspend or terminate accounts where there is evidence of repeated abuse, altered evidence, payment fraud or misuse of the Platform.

16. Governing Law & Jurisdiction

This Refund Policy shall be governed by and construed in accordance with the laws of Malaysia, and the courts of Malaysia shall have exclusive jurisdiction.