Cancellation & Refund Policy

1. The short version

If we have not done the work, you have not paid for it. If we have done it and it is not right, we come back and put it right at our cost.

Everything below is the detail behind those two sentences.

2. Cancelling a booked visit

Tell us as early as you can and there is no charge. We can usually give the slot to somebody else, and somebody else usually wants it.

A visit cancelled at very short notice, or one where our technician arrives and cannot get in, may carry a charge for the trip. Where that applies to your job the notice period and the amount are stated on your quotation or confirmation before you commit to anything.

Rescheduling is not cancelling. If you need to move a date, say so and we will move it.

3. Cancelling accepted work

Before anything has been ordered or started, an accepted quotation can be cancelled and any deposit is returned in full.

Once materials have been bought specifically for your job, or work has begun, we can only refund what has not yet been spent or done. You will get an itemised account of that rather than a number with no explanation behind it.

Anything ordered to your specification, made to measure or cut to size, cannot be returned to a supplier and is charged.

4. Deposits

A deposit covers materials bought for your job and is shown separately on the quotation. It is not a booking fee and it is not ours to keep for nothing.

If a job does not go ahead and we have not yet spent the deposit, it comes back to you.

5. Diagnostic and call-out visits

Where a visit is charged for diagnosing a fault, that charge covers the technician’s time and the equipment used, and it stands whether or not you go on to have the repair done. The diagnosis is the thing you paid for and you keep it, including in writing if you ask.

This is deliberate. A diagnosis nobody is paid for is a diagnosis under pressure to find a repair, and that is not the way we want our technicians thinking.

6. If the work is not right

Tell us and we will come back. Where the fault is our workmanship we put it right at our cost within the warranty period stated on your invoice, and we do not charge for the return visit.

We would always rather return and fix something than refund it, because a working repair is what you actually wanted. Where a repair genuinely cannot be made good, we refund the labour charged for it.

This does not cover a fault that has a different cause, damage caused by somebody else working on the same installation afterwards, or a failure we warned you about in writing and were asked not to address.

7. Annual maintenance contracts

Contracts state their own term and notice period in writing before you sign, and those are the ones that apply.

Where a contract is ended early, we work out what is owed on the visits actually delivered against what has been paid, and settle the difference either way.

8. How a refund is paid

By the same route the money came to us, to the person or company who paid it. We do not pay refunds to a different account from the one that paid, which protects you as much as it protects us.

Timing depends on your bank rather than on us, and we will tell you the day it is sent.

9. Asking for a refund

Email sales@traxico.ae or phone +971 54 381 1897 with the invoice number and what happened. You will get a person, not a ticket number.

We will look at it and come back to you with an answer and the reasoning behind it. Where we think you are owed something, you do not have to argue for it.