Refund and Cancellation Policy

1. Overview

Let's Jugaad is an in-store Point of Sale (POS) system for shops. This Refund and Cancellation Policy outlines how order cancellations and refunds are handled. Since customers place orders and pay at the shop location, all cancellation and refund decisions are made directly between the customer and shop owner based on mutual agreement.

2. Order Cancellation

When Orders Can Be Cancelled:

• Before Preparation Starts: Customer can request cancellation before the shop owner begins preparing the order
• By Mutual Agreement: Customer and shop owner may agree to cancel at any time if both parties consent

Cancellation Process:

1. Customer requests cancellation from the shop owner
2. Shop owner reviews the request and decides whether to approve or reject
3. If approved: Order is cancelled and no payment is required from customer
4. If rejected: Order preparation continues as scheduled

Important Terms:

• Shop owner has full discretion to approve or reject cancellation requests
• Once preparation has started, shop owner may decline to cancel
• No cancellation penalties or fees are charged
• Cancellation decisions rest with the shop owner based on operational capacity

3. Refund Policy

When Refunds Can Be Issued:

• Cancelled Orders: If shop owner approves cancellation before preparation starts, no payment is taken
• Item Unavailable: If shop owner accepts order but item becomes unavailable, shop owner may offer refund
• Customer Agreement: Shop owner and customer mutually agree to refund for any reason
• Shop Owner Discretion: Shop owner may refund full or partial amount based on preparation status and mutual agreement

Refund Process:

1. Customer requests refund from shop owner directly
2. Shop owner reviews the request and decides whether to approve
3. If approved: Shop owner and customer agree on refund amount
4. Cash refund provided immediately, or alternative resolution agreed upon

4. Non-Refundable Scenarios

Refunds will NOT be processed in the following cases unless shop owner agrees:

• Customer Changes Mind: After order has been prepared, customer changes their mind
• Preparation Already Started: Shop owner has begun preparation when cancellation is requested
• Customer Receives Order: After customer has received and accepted the order
• Partially Consumed: Customer consumed part or all of the order
• No Valid Reason: Customer requests refund without valid cause and shop owner declines

5. Refund Payment Method

• Cash Refunds: If customer paid cash, refund given as cash immediately
• UPI Refunds: If customer paid via UPI, shop owner may provide cash refund or reverse UPI payment
• Timing: Refunds are provided immediately at the shop or by mutual agreement
• No Hidden Charges: Full agreed refund amount is provided without deductions

6. Shop Owner Responsibilities

• Make fair and consistent decisions on cancellation and refund requests
• Discuss cancellation/refund requests with customers directly and professionally
• Inform customers clearly about preparation status before making decisions
• Process approved refunds promptly at the shop
• Maintain records of refunds for business and tax purposes
• Follow local consumer protection laws and regulations

7. Customer Responsibilities

• Request cancellations promptly before order preparation begins
• Communicate clearly with shop owner about refund requests
• Respect shop owner's decision on cancellations and refunds
• Provide valid reasons for refund requests
• Accept payment refunds in the method agreed with shop owner

8. Dispute Resolution

Resolution Steps:

1. Direct Discussion: Customer and shop owner discuss cancellation/refund request face-to-face
2. Shop Owner Decision: Shop owner makes final decision on cancellation or refund
3. Let's Jugaad Mediation (if needed): If customer and shop owner cannot agree, either party can escalate to Let's Jugaad support for mediation
4. Customer Protection: Disputes are resolved according to Consumer Protection Laws of India

Evidence for Disputes:

• Order receipt and timestamp
• Order status (preparation started or not)
• Communication between customer and shop owner
• Payment confirmation
• Photos of order items (if applicable)

9. Special Circumstances

Item Unavailability:

• If shop owner accepts order but item becomes unavailable, shop owner may cancel and offer refund
• Customer and shop owner may agree on alternative items or rescheduling

System/Error Issues:

• If app or system error causes duplicate orders or payment issues, shop owner and customer work together for resolution
• Let's Jugaad support can assist in resolving technical issues

10. Financial Impact

For Customers:

• Cancelled orders before preparation: No payment required
• Approved refunds: Full or partial refund given in agreed payment method
• No hidden charges or fees deducted from refunds

For Shop Owners:

• Cancelled before preparation: No loss incurred
• Refunds after preparation started: Shop owner decides on refund based on cost and preparation
• Tax implications: Maintain records for accurate accounting and tax filing

11. Policy Updates

• Let's Jugaad may update this policy with advance notice
• Disputes will be resolved under the policy active at order time
• Continued use of Let's Jugaad platform constitutes acceptance of updated policy

12. Compliance and Contact

This policy complies with:

• Consumer Protection Act, 2019 (India)
• Information Technology Act, 2000
• Local shop and business regulations

For Support:

• Shop Support: Contact your shop owner directly at the shop location