Refund & Cancellation Policy

1. Overview

The sttiz platform is a multi-vertical marketplace and SaaS platform. This Policy covers cancellations and refunds for all transaction types on the Platform including:

• Product purchases through the marketplace
• Service bookings (salon, healthcare, hotel, restaurant, etc.)
• Delivery and courier services
• SaaS subscription plans and ERP licences
• B2B wholesale orders
• Investment contributions (subject to separate investment terms)

2. Cancellation Policy

2.1 Marketplace Product Orders

Note: Certain categories of products may be non-cancellable or non-returnable as indicated on the product listing page. These include perishable goods, customised/personalised items, intimate hygiene products, and digital downloads.

2.2 Restaurant and Food Orders

• Before restaurant acceptance: Full cancellation allowed with 100% refund.
• After restaurant acceptance, before preparation: Cancellation allowed with 100% refund (subject to a grace period of up to 2 minutes).
• After food preparation has begun: Cancellation is not permitted. No refund.
• Quality issues: If the delivered food is of unsatisfactory quality, spoiled, or different from what was ordered, a full refund or replacement will be provided upon verification.

2.3 Hotel and BnB Bookings

• Free cancellation: Up to 48 hours before check-in date (unless the listing specifies a different free cancellation window).
• Late cancellation: Within 48 hours of check-in — up to 50% of the booking amount may be charged as cancellation fee.
• No-show: Full booking amount charged. No refund.
• Early check-out: Refunds for unused nights are at the sole discretion of the property.

2.4 Salon, Spa, and Healthcare Appointments

• More than 4 hours before appointment: Full cancellation with 100% refund.
• Within 4 hours of appointment: Cancellation allowed with a cancellation fee of up to 25% of the booking value.
• No-show: No refund. The full booking amount is forfeited.
• Service quality issues: Complaints must be raised within 24 hours of the service. Resolution (refund or re-service) is subject to investigation.

2.5 Delivery and Courier Services

• Before pickup: Full cancellation with 100% refund.
• After pickup, before delivery: Cancellation charges apply (typically 25-50% of the delivery fee depending on distance already covered).
• Damaged or lost shipments: Full refund of delivery charges plus declared value of the shipment (subject to insurance terms and verification).

2.6 SaaS Subscriptions and ERP Licences

• Free trial period: No charges during the trial. No payment required to cancel.
• Within 7 days of paid subscription start: Full refund if no significant usage of paid features.
• After 7 days: No refund for the current billing period. Subscription will remain active until the end of the current billing cycle and will not renew.
• Annual plans: Pro-rata refund available within the first 30 days. No refund after 30 days.
• Downgrade: You may downgrade your plan at any time. The downgrade takes effect at the start of the next billing cycle.

2.7 B2B Wholesale Orders

• Cancellation terms are governed by the purchase order (PO) terms agreed between buyer and seller.
• If no specific cancellation terms are agreed, cancellation is permitted before dispatch with full refund.
• After dispatch, cancellation is subject to seller approval and applicable return shipping costs.

3. Refund Processing

3.1 Refund Timelines by Payment Method

Note: Refund timelines are indicative and depend on the processing time of the respective bank or payment provider. The Company initiates refund processing within 24-48 hours of refund approval. The actual credit to your account depends on your bank or card issuer.

3.2 Refund Modes

• Original Payment Method: Refunds are generally processed to the original payment method used for the transaction.
• sttiz Wallet: In certain cases (e.g., COD orders, for faster processing), refunds may be credited to your sttiz wallet balance which can be used for future purchases.
• Bank Transfer: Where refund to the original payment method is not feasible, we may process refunds via NEFT/IMPS to your registered bank account.

3.3 Partial Refunds

Partial refunds may be issued in the following cases:

• Only some items in a multi-item order are cancelled or returned.
• Product returned in a condition different from delivered (depreciation deducted).
• Shipping charges are non-refundable for certain cancellation scenarios.
• Cancellation fees applicable as per the category-specific terms above.
• Promotional discounts or coupons used — refund amount is adjusted to reflect actual amount paid.

4. Non-Refundable Items and Services

The following are generally non-refundable unless defective or materially different from description:

• Perishable goods (food, flowers, fresh produce)
• Customised, personalised, or made-to-order products
• Digital downloads, software licences once activated
• Intimate hygiene products, undergarments
• Gift cards and vouchers (unless required by law)
• Services already rendered (e.g., completed salon appointments, consumed meals)
• No-show bookings
• Products with tampered or missing serial numbers

5. Return Process

5.1 Initiating a Return

1. Go to "Order History" in your account on the sttiz app or website.
2. Select the order and the specific item(s) you wish to return.
3. Select the reason for return and upload supporting photographs if applicable.
4. Submit the return request.
5. Our team will review and approve/reject the return request within 24-48 hours.
6. If approved, schedule a pickup or drop off the item at a designated location.

5.2 Return Conditions

• Products must be in their original condition, unused, unwashed, and with all original tags and packaging intact.
• Return request must be initiated within the return window specified on the product listing (typically 7 days from delivery).
• Products must include all accessories, freebies, and components that came with the original order.
• The Company reserves the right to reject returns that do not meet these conditions.

6. Chargebacks and Disputes

6.1 Payment Disputes

If you believe a charge on your payment method is incorrect, please contact us at[email protected] before initiating a chargeback with your bank or card issuer. We will investigate and resolve the dispute within 7 business days.

6.2 Chargeback Policy

• Filing a chargeback without first contacting us may result in temporary suspension of your account pending investigation.
• Fraudulent chargebacks (where the product/service was delivered as described) may result in permanent account suspension and recovery proceedings.
• Our payment partners (Razorpay, Paytm, Stripe) have their own dispute resolution mechanisms which we cooperate with fully.

6.3 Failed Transactions

If money was debited from your account but the transaction shows as failed on the Platform:

• The amount is typically auto-reversed by the payment gateway within 5-7 business days.
• If the amount is not reversed within 7 business days, please contact us with the transaction ID, amount, and date.
• We will coordinate with the respective payment gateway (Razorpay/Paytm/Stripe) to expedite the reversal.

7. Seller Refund Obligations

Sellers and merchants on the Platform are required to honour the refund and cancellation terms as described in this Policy. The Company may deduct refund amounts from seller settlements. Sellers who consistently fail to honour refund obligations may face penalties, reduced visibility, or account suspension.

8. Exceptions and Special Circumstances

• Force Majeure: In cases of natural disasters, pandemics, government orders, or other events beyond our control that prevent order fulfilment, full refunds will be processed.
• Platform Errors: If an incorrect charge is made due to a Platform error (wrong amount, duplicate charge), a full refund will be issued immediately upon discovery.
• Fraud Prevention: We reserve the right to delay or deny refunds where fraud is suspected, pending investigation.
• Regulatory Changes: This Policy may be updated to comply with changes in Consumer Protection Rules, RBI guidelines, or payment gateway policies.

9. How to Request a Refund

You can request a refund through the following channels:

• In-App: Navigate to Order History → Select Order → Request Refund/Cancel
• Email: Send details to [email protected] with your order ID, reason, and any supporting evidence
• Website: Use the Help & Support section at sttiz.com

Please include your order/booking ID, registered email/phone, and a description of the issue for fastest resolution.

10. Contact Information

For any questions, concerns, or disputes regarding refunds and cancellations: