Damage Protection Policy

01What Damage Protection Covers

Damage Protection is RightPay Shop’s commitment to make things right when something is physically damaged in the course of serving you. It covers two situations:

• Products damaged before or during delivery — items in your shop or food order that arrive crushed, broken, leaking, spilled, or otherwise unfit due to handling or transit.
• Property damage during a service visit — damage to your home, appliance, or belongings caused directly by a RightPay-assigned service professional while performing the booked service at your premises.

This policy works alongside — not instead of — the Return Policy, Refund Policy, and Service Policy, and does not limit your statutory rights.

02Damaged Deliveries

If an item in your order arrives damaged:

1. Refuse it at the doorstep if the damage is visible — the item is refunded in full instantly; or
2. Report it in-app — order → Need Help? Chat with us → Wrong, missing, or damaged item — within 24 hours for food and perishables, 48 hours for other items, attaching photos of the item, packaging, and label.

Verified claims are resolved with your choice of a free replacement (next available slot / re-preparation for food) or a full refund of the affected items, including a proportionate share of delivery charges. Photo verification resolves most claims within hours; keep the damaged item and packaging until the claim closes in case a pickup is needed.

03Property Damage During Service Visits

Our service professionals are trained and expected to use protective coverings and reasonable care in your home. If a professional directly causes damage during a booked visit — for example a scratched floor, a broken fitting, or damage to the appliance being serviced beyond the reported fault:

1. Report within 72 hours of the visit via the booking’s support chat or support@rightpayshop.com, with photos of the damage and a short description of what happened.
2. We acknowledge within 48 hours and may arrange an inspection visit or call to assess the damage.
3. Verified claims are resolved by repair, replacement, or monetary compensation, at our reasonable option, up to the limits below — typically within 7–14 days of verification.

04What Is Not Covered

• Damage caused after delivery or after the professional has left, or by mishandling, improper storage, or use contrary to instructions;
• Pre-existing damage, wear and tear, and inherent defects in old or already-faulty appliances (including faults that surface because a genuinely worn part failed during standard servicing);
• Work performed outside the booked scope at your request, or interference with the professional’s work;
• Cosmetic imperfections that don’t affect use of a product, and minor spillage/settling normal for the product type;
• Consequential losses (e.g. spoiled contents of a fridge under repair, loss of use), beyond what consumer law provides;
• Claims without reasonable evidence, reported outside the claim windows without good cause, or found to be false or exaggerated.

05Claim Standards & Fair Use

• Claims are assessed on photos, inspection findings, delivery/visit records, and professional statements, applying a reasonable, customer-first standard.
• You must not dispose of the damaged item before the claim closes, and must give reasonable access for inspection where requested.
• Compensation for service-visit damage is based on repair cost or depreciated replacement value, not new-for-old, unless required by law.
• Fabricated or inflated claims are declined and may lead to account action under the Terms & Conditions.
• If you disagree with a claim decision, escalate to the Grievance Officer (details); consumer-forum rights remain unaffected.