Payment, Cancellation, and Refund Policy

Payment, Cancellation, and Refund Policy
 
Effective Date: 01-11-2024
 
Welcome to Gruitwa Kart Private Limited ("Company,” "we,” "us,” or "our”). This Payment, Cancellation, and Refund Policy ("Policy”) applies to transactions made on our marketplace platform (the "Platform”) for all products & accessories. By using our Platform, you ("User,” "you,” or "your”)agree to this Policy, which forms a legally binding agreement under the laws of India. If you do not agree with any part of this Policy, please refrain from transacting on our Platform.

This Policy covers payments, cancellations, refunds, and dispute resolution terms for transactions conducted on our Platform, where products are fulfilled and shipped by third-party vendors registered on our Platform.

1. Accepted Payment Methods

We accept the following payment methods on our Platform for purchases made through vendors:

Debit/Credit Cards: Visa, MasterCard, RuPay, American Express, and other major cards.
UPI (Unified Payments Interface): Supported UPI-compatible apps (e.g., Google Pay, PhonePe, etc.).
Net Banking: Available for customers with accounts at participating banks.
Wallets: Such as Paytm and other approved digital wallets.
Cash on Delivery (COD): Available in select locations and subject to eligibility.
All payments are processed through secure third-party payment gateways. We do not store any card details, and payment information is encrypted to ensure user data security. By submitting your payment information, you authorize us to process charges and fees in accordance with your selected payment method.

2. Vendor Payment Terms

Registered vendors on our Platform supplying products & accessories are subject to the following payment terms:

• Processing Period: Vendor payouts are processed within 20 business days after a successful sale and confirmed delivery of the product to the user.
• Payment Mode: Payments are remitted to vendors via bank transfer or another mutually agreed method.
• Documentation and Compliance: Vendors must provide accurate invoices, comply with Indian laws, and ensure timely delivery to qualify for payment.
• Service Fee Deduction: Our Platform may deduct a service fee or commission as outlined in the vendor contract.
 
3. Order Cancellations

Order cancellations may be made under the following conditions:

• Cancellation Window: Orders can be cancelled within 24 hours of placement, provided they have not been dispatched by the vendor.
• Cancellation Process: To cancel an order, visit the "My Orders” section on the Platform or contact our customer support team.
• Non-Cancellable Orders: Some products or accessories, such as custom or specialized products, are non-cancellable due to their bespoke nature.

Note: Once a product has been shipped, cancellation may no longer be possible. In such cases, eligibility for a return or refund depends on the product type and condition as outlined in Section 4 below.

4. Refund Policy

Refunds are processed according to the following terms:

• Refund Eligibility: Users can request refunds within Three (3) calendar days of receiving a product, provided it is unused, in its original packaging, and includes all tags.
• Required Documentation: Users must provide photographic and video evidence of the product’s condition, proof of purchase, and order details.
• Refund Process: Refunds will be issued to the original payment method. For COD orders, refunds will be processed via bank transfer, and the customer must provide bank details.
• Refund Timeline: Processing times vary by payment method (see Section 7 below).

Important: Refunds are subject to vendor inspection and verification. Refunds may be denied for products found to be damaged, altered, or used.

5. Exceptions to Refunds

Refunds may not be applicable in the following cases:

• Non-Refundable Categories: Any customized or specialized products or accessories, or items
categorized as non-returnable.
• Clearance or Final Sale Items: Items labeled "Final Sale” or "Clearance” are non-refundable.
• Return Condition: Items that are returned in a used, damaged, or altered state, or missing original packaging or tags, will not qualify for a refund.

Reminder: We encourage users to review product descriptions and compatibility requirements carefully before making purchases.
 
6. Failed Transactions

In cases where a payment transaction fails:

• Payment Recovery: If a payment fails, any deducted amount will be refunded to your original payment method within 3-5 business days.
• User Responsibility: Users are responsible for ensuring payment information accuracy to avoid transaction failures.
• Assistance: If you do not receive a refund for a failed transaction within the expected timeframe, please contact our customer support team.

7. Timeline for Refund Processing

The estimated timelines for refund processing vary by payment method as follows:

• Credit/Debit Cards: 10-12 business days
• UPI and Net Banking: 8-10 business days
• Wallets: 5-7 business days
• COD Refunds: 10-12 business days (processed via bank transfer)

These timelines are approximate and depend on the processing policies of banks or payment
providers.

8. Dispute Resolution

If you encounter issues related to payment, cancellation, or refunds:

• Contact Support: Reach out to our customer support at support@gruitwakart.com.
• Resolution Process: We will review disputes within 10 business days and strive to resolve them.
• Legal Recourse: If a dispute remains unresolved, it may be escalated to our Grievance Officer.

All disputes are governed by Indian law and subject to the exclusive jurisdiction of the courts in New Delhi, India.

9. Vendor-Specific Policies

Since products are shipped and fulfilled by third-party vendors, additional vendor-specific policies may apply to orders. We advise users to review each vendor’s individual policies, which are accessible on the respective product pages. These policies may cover return conditions, shipping
fees, and product warranties.

10. Force Majeure
 
We are not liable for delays or failures in processing payments, cancellations, or refunds due to circumstances beyond our control, including natural disasters, power outages, or government- imposed restrictions.

11. Compliance with Indian Laws

Our Platform operates in accordance with Indian laws, including the Consumer Protection Act, 2019, to protect user rights and ensure fair and lawful transaction practices.

12. Changes to this Policy

We reserve the right to modify this Policy as necessary to reflect changes in business practices, legal requirements, or Platform offerings. Updated versions will be posted on the Platform, and continued use after such changes constitutes acceptance of the revised terms.

13. Contact Information
For questions, concerns, or further information regarding these Policy, please contact:

Gruitwa Kart Private Limited
Address: BF-7A, Plot No. 5, H -Block Market, Mohan Complex, Phase 1, Ashok Vihar, North West
Delhi, Delhi, India
Email: support@gruitwakart.com

By using our Platform, you acknowledge that you have read, understood, and agree to the terms outlined in this Payment, Cancellation, and Refund Policy.



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