Refund & Cancellation Policy

Last updated: 13 May 2026

This policy explains when refunds and cancellations are available, how to request one, and how long it takes.

Cancellations

When you cancel	Refund
Before vendor accepts the order	Full refund / no charge
After vendor accepts, before pickup	Full refund minus ₹20 cancellation fee
After rider has picked up items	Not eligible for cancellation; please complete the order

To cancel, go to your order in the app and tap "Cancel" if available, or email hello@shuchiind.com with your order number.

Refunds

Refunds are issued in the following situations:

Order cancelled by you (eligible): Refund per the table above.
Order cancelled by vendor: Full refund.
Order cancelled by Shuchii (operational issue): Full refund.
Items damaged in service: Refund or repair credit as per investigation outcome.
Items lost in service: Compensation per Section 6 of our Terms of Service.
Items returned with quality issues: Report within 24 hours of delivery. We will investigate and refund or redo the service free of charge if the issue is verified.

How refunds are paid

Cash on delivery orders: Refund is credited to your Shuchii wallet within 3 business days. You can use wallet balance on your next order, or request a bank transfer by emailing us with your bank details.
Online payment orders (when available): Refund is processed back to the original payment method within 5–7 business days.

Wallet balance

Cashback earned via promo codes and certain refunds is credited to your Shuchii wallet.
Wallet balance can be used on any future order to offset the total.
Cashback credits may expire after a defined period (see the offer's terms when applied). Refund-based wallet credits do not expire.
Wallet balance is non-transferable and cannot be exchanged for cash without specific approval.

Quality concerns

If you receive items that do not meet expectations:

Report the issue within 24 hours of delivery via email or the app.
Provide photos and a description of the problem.
Our team will investigate within 48 hours.
Outcome may be: free re-service, partial refund, or full refund, depending on the issue.

Disputes

If you disagree with a refund decision, you can escalate to our Grievance Officer at hello@shuchiind.com. We aim to resolve disputes within 7 business days.

Contact

Shuchii Ind
Odisha, India
Email: hello@shuchiind.com

This is an initial draft. Have a qualified Indian lawyer review before significant scaling of operations.