Terms & Policies

Welcome to Hello Mechanic ("we", "us", or "our"). By booking a service, accessing our website, or using any of our mobile or web applications, you agree to be bound by these Terms of Service ("Terms"). If you do not agree with any part of these Terms, you must not use our services.

These Terms constitute a legally binding agreement between you ("Customer") and Hello Mechanic, a bike servicing company registered in Delhi, India. We reserve the right to modify these Terms at any time. Continued use of our services following any changes constitutes acceptance of the revised Terms.

Hello Mechanic provides doorstep motorcycle and two-wheeler servicing in Delhi and select nearby areas. Our services include, but are not limited to:

• Basic Service – oil change, air filter cleaning, chain lubrication, tyre pressure check
• Standard Service – everything in Basic plus brake inspection, spark plug check, battery check
• Premium Service – comprehensive service including engine tune-up, all fluid top-ups, detailed inspection
• Custom Service – individual repairs, parts replacement, and diagnostic services as agreed

All services are performed by certified mechanics at your specified address within our serviceable pincodes. We reserve the right to refuse service if the vehicle condition poses a safety risk to our technicians or if the requested service falls outside our scope.

Bookings can be placed through our website or by calling our customer service number. All bookings are subject to technician availability at your location and time slot.

Cancellation Policy: You may cancel or reschedule a booking free of charge up to 24 hours before the confirmed service time. Cancellations made within 24 hours of the appointment may incur a convenience fee of up to ₹100. No-shows without prior notice will be charged the full convenience fee.

Hello Mechanic reserves the right to reschedule or cancel bookings in cases of extreme weather, technician unavailability, or force majeure events. In such cases, you will be notified at least 2 hours prior and offered an alternative slot or a full refund.

Payment for services is due before or at the time of service completion. We accept UPI, debit/credit cards, net banking, and cash. An invoice will be generated for every completed service.

Prices are as quoted at the time of booking and are inclusive of labor charges. Parts and consumables (engine oil, filters, spark plugs, etc.) are charged separately at current market rates and will be clearly listed on the invoice. Prices are subject to applicable GST at 18%.

For Custom or Premium tier bookings, a partial advance payment may be requested to cover parts procurement costs before the service date.

Hello Mechanic provides a 90-day warranty on parts supplied and fitted during Premium tier services. This warranty covers manufacturing defects and installation errors. It does not cover damage resulting from accidents, misuse, negligence, or natural wear and tear.

Labor is warranted for 30 days across all service tiers. If a defect attributable to our workmanship is reported within this period, we will re-perform the relevant work at no additional charge.

All warranty claims must be reported to contact@hellomechanic.com with your invoice number and a description of the issue. We reserve the right to inspect the vehicle before honoring any warranty claim.

Hello Mechanic shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from or in connection with the use of our services, even if we have been advised of the possibility of such damages.

Our maximum liability to any customer for any claim arising out of or related to a specific service shall not exceed the total amount paid by the customer for that service. We are not responsible for pre-existing defects on the vehicle that were present before the service.

You agree to indemnify and hold Hello Mechanic, its officers, employees, and technicians harmless from any claims, damages, or expenses arising from your breach of these Terms or your misuse of our services.

We may update these Terms periodically to reflect changes in our services, practices, or applicable laws. We will post the updated Terms on this page with a revised "Last updated" date. Your continued use of our services after any such changes constitutes your acceptance of the new Terms.

For material changes, we will make reasonable efforts to notify registered customers via email or SMS at least 7 days before the changes take effect.

We collect information you provide directly to us, including:

• Identity: Full name
• Contact: Phone number and email address
• Vehicle details: Bike make, model, year of manufacture, engine displacement (cc), and registration number
• Location: Pickup/service address and pincode
• Transaction data: Service history, invoices, and payment records

We also collect limited technical information automatically, such as your IP address, browser type, and pages visited on our website, to improve service performance.

We use the information we collect to:

• Schedule, confirm, and execute your service bookings
• Send service reminders, booking confirmations, and invoice notifications via SMS and email
• Assign the most appropriate technician for your location and service needs
• Process payments and maintain financial records as required by law
• Improve our service quality, detect fraud, and comply with legal obligations
• Send promotional communications — only with your explicit consent, and you may opt out at any time

Your data is stored on secure servers using industry-standard encryption. Our application database is protected with AES-256 encryption at rest and all data in transit is secured via HTTPS/TLS 1.2 or higher.

We retain your personal information for as long as your account is active or as needed to provide services. Transaction and invoice records are retained for a minimum of 7 years to comply with applicable tax and financial regulations under Indian law.

Access to personal data is restricted to authorised Hello Mechanic personnel who require it to perform their job functions. All staff with data access are bound by confidentiality agreements.

We do not sell, trade, or rent your personal information to third parties for marketing purposes. We may share your information only in the following limited circumstances:

• Assigned mechanics: Your name, phone number, and service address are shared with the technician assigned to your booking
• Payment processors: Payment details are handled by our PCI-DSS compliant payment gateway partners
• Legal requirements: We may disclose information when required by law, court order, or government authority

Under the Information Technology Act 2000 and applicable data protection rules, you have the right to:

• Access: Request a copy of the personal data we hold about you
• Correction: Ask us to correct inaccurate or incomplete data
• Deletion: Request deletion of your personal data, subject to legal retention obligations
• Opt-out: Withdraw consent for marketing communications at any time
• Portability: Receive your data in a structured, machine-readable format

To exercise these rights, please email us at contact@hellomechanic.com. We will respond within 30 days.

If you have questions, concerns, or complaints about our privacy practices, please contact our Privacy Officer:

Our website uses a minimal set of cookies to function correctly and improve your experience:

• Authentication cookie (hm_auth): A secure, HTTP-only cookie that keeps you logged in to your account. It expires after 7 days of inactivity. This cookie is strictly necessary and cannot be disabled.
• Session cookie: A temporary cookie used to maintain your booking session. It is deleted when you close your browser.
• Analytics cookies (optional): If you consent, we use privacy-respecting analytics tools to understand how visitors use our site. These do not track you across other websites and contain no personally identifiable information.

We do not use advertising or tracking cookies. You can control cookies through your browser settings. Note that disabling the authentication cookie will prevent you from staying logged in.

To initiate a refund, email contact@hellomechanic.com with your invoice number, booking number, and a brief description of the reason for your refund request. Eligible refunds will be processed within 5–7 business days to your original payment method.

For disputed service quality, please raise a warranty claim as described in our Terms of Service Section 5. Our team will assess and resolve your concern within 72 hours.