Refund Policy

Neli offers refunds on the basis of a technician failing to diagnose an appliance, not the failure to resolve an issue. In the case that a technician is unable to determine the source of problem, you may be entitled to a refund.

Cases where a refund would not apply:

• If a Neli support agent confirmed beforehand that the appliance is a brand that the Neli technician is willing to assist with but has little knowledge of and cannot guarantee the diagnosis.
• If an appointment for an appliance was booked is not one of the appliances listed on our What We Repair page.
• If the appointment duration exceeds or meets the maximum standard 1 hour appointment time.
• If you did not contact us to cancel/reschedule an appointment at least 1 hour before the appointment time, as reflected in our Terms.
• If a diagnosis was reached but results in services Neli cannot provide. Example: Neli cannot provide Freon refills. In this case you would not be entitled to a refund because a diagnosis was reached.

In the event that a part does not resolve the issue, Neli does not always guarantee a free follow-up if you install the part without the guidance of a Neli technician due to the likelihood of user error.

Neli offers refunds on the basis of a technician failing to assist in replacing the parts of an appliance, not the failure of the part to resolve the issue. With virtual diagnoses, sometimes it is the case that multiple parts are needed to resolve an issue. In the case that a technician is unable to assist in replacing the part, you may be entitled to a refund.

Cases where a refund would not apply:

• If a Neli support agent confirmed beforehand that the appliance is a brand that the Neli technician is willing to assist with but has little knowledge of and cannot guarantee the part installation.
• If the appointment duration exceeds or meets the maximum standard 2 hour appointment time.
• If a part was installed but did not resolve the issue. A free follow-up appointment will be offered to you to diagnose the problem again, but Neli does not refund for completed part installation appointments.