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Refund & Cancellation Policy
Last Updated: March 2026
At SecureEye, we are committed to delivering high-quality CCTV installation and security services. We understand that plans can change, and we have designed this policy to be fair and transparent. Please read it carefully before making a booking.
1. Cancellation Policy
You may cancel your booking or scheduled appointment according to the following timeline:
| When You Cancel | What You Get Back |
|---|
| More than 48 hours before the scheduled appointment | 100% full refund of any advance paid |
| Between 24 and 48 hours before the appointment | 50% refund of the advance amount |
| Less than 24 hours before the appointment | No refund (our technician has already been scheduled and may have travelled) |
| After installation is completed | No refund (the service has been fully delivered) |
To cancel, message us on WhatsApp at +91 96787 73423 or email support@secureeye.online with your booking reference.
2. Defective Equipment
If any camera, DVR, NVR, or accessory supplied by SecureEye is found to be defective or non-functional at the time of installation:
- We will replace the defective unit at no additional cost within 7 working days.
- If a replacement is not available within 7 days, we will issue a full refund for that specific piece of equipment.
- Labour charges for the initial installation are not refundable in this case, because the installation service was performed. However, we will install the replacement unit at no extra labour cost.
3. Workmanship Issues
All SecureEye installations are covered by a 1-year workmanship warranty. If you experience problems directly caused by our installation (such as loose wiring, cameras falling off mounts, or incorrect DVR settings):
- We will send a technician to fix the issue free of charge.
- If the same issue persists after 3 service visits, we will consider a partial or full refund of the labour charges, at our discretion.
4. Equipment Warranty Claims
Equipment supplied by SecureEye carries the manufacturer's warranty (typically 1-3 years). If equipment fails after installation but within the manufacturer's warranty period:
- Contact us on WhatsApp or email with the details and your warranty card.
- We will coordinate with the manufacturer to process your warranty claim.
- If the manufacturer approves the claim, the equipment will be replaced or repaired at no cost to you.
- Any labour charges for removing and reinstalling the replacement equipment will be borne by SecureEye if the failure occurs within our 1-year workmanship warranty period, or charged at a standard service rate if outside that period.
5. Non-Refundable Situations
To be fully transparent, here are the situations where refunds are not available:
- You change your mind after the installation has been completed.
- Equipment is damaged by you, your tenants, or any third party after installation.
- Equipment damage caused by power surges, lightning, water, or other external factors.
- Issues caused by your internet connection or network infrastructure (affecting remote viewing only).
- You are dissatisfied with the camera resolution, angle, or coverage area that was clearly specified and agreed upon in the quotation.
- Cancellations made less than 24 hours before the scheduled appointment.
6. How to Request a Refund
To request a refund or cancellation, contact us through either of these channels:
- WhatsApp: +91 96787 73423 — Send a message with your booking reference number and the reason for your request.
- Email: support@secureeye.online — Use the subject line "Refund Request - [Your Name]" and include your booking details.
We will acknowledge your request within 24 hours.
7. Refund Method & Processing Time
All approved refunds will be processed within 5-7 working days from the date of approval. Refunds are returned to the same payment method used for the original transaction:
- If you paid via UPI, the refund will be sent to the same UPI ID.
- If you paid via bank transfer, the refund will be credited to the same bank account.
- If you paid in cash, the refund will be made via bank transfer to an account you provide.
8. Contact Us
If you have any questions about this Refund Policy or need help with a refund, please contact us:
- Phone / WhatsApp: +91 96787 73423
- Email: support@secureeye.online
- Address: Room No.23, 2nd Floor, Nav Bhavna Building, SVS Rd, Above Marshall's Wallpaper Showroom, Prabhadevi, Mumbai, Maharashtra 400025, India