Cancellation & Refund Policy
Our Commitment
At Clutch, we understand that plans can change. Our goal is to be as flexible and fair as possible to both our valued customers and our professional mechanic partners. This policy outlines how we handle cancellations, reschedules, and refunds.
For Customers:
How to Cancel or Reschedule
You can cancel or reschedule your appointment directly through your Clutch account dashboard. If you need assistance, please contact our support team.
Cancellation Timeframes & Refunds
To respect the valuable time and preparation of our mechanics, who often purchase parts in advance for your appointment, we have the following cancellation policy:
- Full Refund: You can cancel your appointment for a full refund at any time up to 24 hours before your scheduled service time.
- Partial Refund: If you cancel within 24 hours of your appointment, a cancellation fee may be applied to cover the costs incurred by the mechanic, such as for parts that have already been purchased. The specific fee will be assessed on a case-by-case basis, but we will always strive to be as fair as possible.
- Mechanic No-Show: In the extremely unlikely event that your mechanic does not arrive for your scheduled appointment and does not communicate a delay, you will receive a 100% full refund.
For Mechanics:
We understand that unforeseen circumstances can arise. However, frequent cancellations negatively impact customer trust and the reliability of the Clutch platform.
- Customer Notification: If you must cancel an appointment, you are required to notify the customer as soon as possible through the platform.
- Policy Review: A pattern of last-minute cancellations may result in a review of your account status on the Clutch platform. We are committed to building a network of the most reliable mechanics in the Indianapolis area.
Our Satisfaction Guarantee & Refund Policy
Your satisfaction is our top priority.
- Issues with Service: If you experience any issues with a service that was performed, please contact us immediately. We will work with you and the mechanic to resolve the situation.
- Resolving Problems: Our first step is always to have the original mechanic correct the issue at no additional cost to you. If the issue cannot be resolved, we will facilitate a partial or full refund, depending on the circumstances.
- Incorrect Parts or Diagnosis: If it is determined that the wrong service was performed due to an incorrect initial diagnosis, we will work with you on a fair solution for the cost of the original service and provide a quote for the correct repair.
If you have any questions about this policy, please do not hesitate to contact us.