Terms & Conditions

1. Acceptance of Terms

These Terms and Conditions ("Terms") govern your use of the Matrax Electrepair website (apexhomecare.in), mobile applications, and all associated services provided by Matrax Electrepair Pvt. Ltd. ("Company", "we", "us", or "our").

By using our services, you confirm that you are at least 18 years of age, have the legal capacity to enter into contracts under the laws of India, and accept these Terms in full. If you are booking on behalf of another person, you represent that you have the authority to do so and bind them to these Terms.

2. Our Services

Matrax Electrepair provides on-demand home appliance service, repair, installation, and maintenance for residential and light commercial customers across India. Our services include but are not limited to:

• Repair and troubleshooting of home appliances
• Routine service and preventive maintenance
• New appliance installation
• Annual Maintenance Contract (AMC) plans
• Spare parts supply and replacement during service

We reserve the right to refuse, modify, or discontinue any service at our sole discretion. Services are subject to technician availability in your location.

3. Booking Policy

3.1 Booking Confirmation

A booking is confirmed only upon receipt of our confirmation SMS/email to your registered contact. Submission of a booking request does not guarantee service availability until confirmed by us.

3.2 Your Responsibilities

• Provide accurate address, contact details, and appliance information
• Ensure an adult (18+) is present at the service location during the entire technician visit
• Ensure the appliance is accessible and safe for our technician to work on
• Inform us of any known hazards at the service location

3.3 Service Refusal

Our technician may decline or abort a service if: (a) the appliance or environment is unsafe, (b) the customer is absent or uncooperative, (c) the work required is beyond scope, or (d) the technician identifies a risk to their safety. In such cases, the inspection fee may still be charged.

4. Pricing & Payment

4.1 Transparent Pricing

All service prices displayed on our website are indicative starting prices. The final price depends on the specific nature of the issue, parts required, and time taken. Our technician will provide a written quote before commencing any work. No work begins without your explicit approval of the quote.

4.2 Inspection Fee

A standard inspection fee of ₹99 applies to all repair visits. This fee is charged to cover technician travel and initial diagnosis. It is credited against your final service bill if you proceed with the repair. If you decline the repair after inspection, only the ₹99 fee is charged.

4.3 Payment Terms

Payment is due upon completion of service. We accept cash, UPI, credit/debit cards, and net banking. For AMC plans, payment may be collected upfront or monthly as agreed. We do not store payment card information on our servers — all card payments are processed by certified payment gateways.

4.4 Taxes

All prices are exclusive of applicable taxes unless stated otherwise. GST and other applicable levies will be added to your final invoice as required by law.

5. Cancellation & Rescheduling

5.1 By the Customer

• More than 2 hours before visit: Free cancellation or rescheduling.
• Less than 2 hours before visit: A convenience fee of ₹99 may be charged.
• After technician arrival: Full inspection fee (₹99) is applicable.

To cancel or reschedule, contact us via 1800-123-4567, WhatsApp, or through the Track Request portal using your Booking ID.

5.2 By Matrax Electrepair

We may cancel or reschedule a booking due to technician unavailability, safety concerns, extreme weather, or force majeure events. In such cases, we will notify you as early as possible and reschedule at your convenience. Any payments made will be fully refunded within 5 business days.

6. Service Warranty

All repair services performed by Matrax Electrepair are covered by a 90-day service warranty from the date of service. This warranty means:

• If the same issue recurs within 90 days, we will re-perform the repair at no additional charge
• Replacement parts used in the repair are covered for defects under the same 90-day period
• Labour for the follow-up visit is fully covered

Warranty Exclusions: The warranty does not cover damage caused by: (a) misuse, accidents, or neglect after our service; (b) power surges or voltage fluctuations; (c) water or flood damage; (d) modifications by unauthorized persons; (e) new, unrelated issues not present at the time of original service.

7. Limitation of Liability

To the maximum extent permitted by applicable law:

• We are not liable for any incidental, indirect, or consequential damages arising from the use of our services
• Our total liability to you for any claim arising from a service shall not exceed the amount paid by you for that specific service
• We are not liable for pre-existing damage to an appliance that was not caused by our technician
• We are not responsible for delays caused by factors beyond our control (traffic, weather, natural disasters)

Nothing in these Terms limits liability for death, personal injury, or fraud caused by our negligence.

8. User Conduct

By using our services, you agree not to:

• Provide false or misleading information during booking
• Engage in abusive, threatening, or disrespectful behaviour toward our staff or technicians
• Attempt to solicit our technicians for off-platform work outside Matrax Electrepair
• Use our services for commercial purposes without our prior written consent
• Circumvent or interfere with our platform's security or functionality

Violation of these conduct standards may result in immediate termination of your booking, temporary or permanent ban from our platform, and legal action if warranted.

9. Intellectual Property

All content on the Matrax Electrepair website — including text, graphics, logos, icons, images, audio clips, and software — is the property of Matrax Electrepair Pvt. Ltd. or its content suppliers and is protected by Indian copyright law. You may not reproduce, distribute, or create derivative works without our express written permission.

10. Dispute Resolution & Governing Law

These Terms are governed by and construed in accordance with the laws of India. Any dispute arising from these Terms or your use of our services shall first be attempted to be resolved through mutual negotiation. If unresolved, disputes shall be subject to the exclusive jurisdiction of the courts of Mumbai, Maharashtra, India.

We encourage customers to first contact our customer support team for any complaints — most issues are resolved within 24–48 hours.

11. Amendments to Terms

We reserve the right to modify these Terms at any time. Material changes will be notified via SMS or email to registered users, and the updated Terms will be posted on this page with a new "Last Updated" date. Continued use of our services after the effective date of changes constitutes your acceptance of the updated Terms.

12. Contact Us

For questions or concerns regarding these Terms, contact us at:

• Email: legal@apexhomecare.in
• Phone: 1800-123-4567
• Post: Legal Department, Matrax Electrepair Pvt. Ltd., Level 12, Apex Tower, BKC, Mumbai – 400051, Maharashtra, India

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Matrax Electrepair Pvt. Ltd. with respect to the use of our services. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.