Refund Policy

REFUND POLICY – USER

1. INTRODUCTION

This Refund Policy (“Policy”) governs all requests for refunds made by users (“Users”, “you”, or “your”) who have placed orders through the TURTU User Application (“Platform”), operated by TURTU India LLP (“Company”, “we”, “our”, or “us”).

By using the Platform, you agree to this Policy, which is framed in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable Indian laws.

2. ELIGIBILITY FOR REFUNDS

Refunds may be initiated under the following conditions:

2.1 Order Cancellation by Vendor or TURTU – If an order is cancelled by the Vendor due to stock unavailability, technical issues, or force majeure, a full refund will be issued.

2.2 Order Cancellation by User – Refund eligibility depends on the stage of order processing:

Before Vendor acceptance → full refund.
After Vendor acceptance but before preparation → partial refund (excluding service charges).
After preparation or dispatch → refund not applicable (see per-vertical clauses below).

2.3 Failed or Delayed Deliveries – If an order is undelivered due to system or delivery failure, Users are eligible for a refund after verification.

2.4 Duplicate Payments or Technical Errors – If payment is deducted but the order is not confirmed, the full amount will be automatically refunded to the original payment source within 3–5 business days.

3. VERTICAL-WISE REFUND RULES

3.1 Food Delivery

Refunds are applicable only if the Vendor fails to prepare or deliver the order.
Orders cancelled after food preparation are non-refundable.
Refunds for quality issues are subject to Vendor verification and photographic proof (if applicable).

3.2 Grocery & Essentials

Refunds apply only for missing, incorrect, or damaged items.
Perishable goods are non-refundable once delivered.
For defective packaging or expired items, a full refund or replacement will be processed after verification.

3.3 Medicine Delivery

Prescription-based medicines are non-refundable once dispatched.
Refunds apply only in case of wrong item, damage, or unavailability.
Refunds are processed only after approval by the registered pharmacy Vendor.

3.4 Parcel & Courier Services

Refunds are not permitted once the parcel is picked up.
If a parcel is lost or damaged, the claim must be raised with the Insurance Partner, and compensation will be issued as per the insured value.
TURTU facilitates claim coordination but is not liable for direct compensation beyond the insurer’s decision.

3.5 Florists & Gift Deliveries

Refunds apply if the Vendor fails to deliver the order within the committed time or delivers incorrect/missing items.
Customized or seasonal orders are non-refundable once preparation begins.

3.6 Home Bakers & Custom Orders

Refunds apply only in cases of Vendor non-performance or delivery failure.
Customized or personalized items (e.g., cakes, desserts) are non-refundable once accepted by the Vendor.

4. MODE OF REFUND

4.1 Refunds will be credited to the original payment method (UPI, card, wallet, etc.) used at checkout.

4.2 For Cash on Delivery (COD) orders, refunds will be processed through a bank transfer or UPI within 7–10 business days after verification.

4.3 TURTU shall not be liable for delays caused by third-party payment gateways or banks.

5. REFUND PROCESS

Users must follow these steps to initiate a refund:

Open the TURTU app → Help & Support → Raise a Ticket.
Select the affected order and specify the issue (delay, missing item, etc.).
Upload supporting evidence (if required).
A confirmation email and ticket ID will be sent for tracking.

TURTU will verify the claim and initiate eligible refunds within 3–7 business days of approval.

6. EXCEPTIONS AND NON-REFUNDABLE CASES

Refunds will not be provided if:

The Vendor has already prepared or dispatched the order.
The User provides incorrect delivery information.
The User repeatedly cancels or rejects confirmed orders.
Product quality is subjective without valid evidence.
The issue is raised after 24 hours of delivery completion.

7. FORCE MAJEURE

TURTU shall not be held liable for refunds arising from unforeseen events such as natural calamities, strikes, government restrictions, or technical disruptions beyond the Company’s control.

8. COMMUNICATION OF REFUND STATUS

Refund confirmation and timelines shall be communicated through email, SMS, or in-app notifications. Users can track refund progress using their ticket ID within the app.

9. GRIEVANCE REDRESSAL

For refund-related concerns or delays, Users may contact: Customer Support – TURTU India LLP 📧 help.turtu@gmail.com 🏢 Shivabasav Nagar, Belagavi 590010, Karnataka, India

All grievances are acknowledged within 48 hours and resolved within 7 working days.

10. GOVERNING LAW AND DISPUTE RESOLUTION

10.1 This Policy is governed by the laws of India.

10.2 Any dispute arising under this Policy shall be referred to arbitration at Belagavi, under the Arbitration and Conciliation Act, 1996.

10.3 The seat and venue of arbitration shall be Belagavi, Karnataka, and the courts at Belagavi shall have exclusive jurisdiction.

11. POLICY AMENDMENTS

TURTU India LLP reserves the right to amend or update this Refund Policy at any time. Revisions will be notified within the app and shall take effect immediately upon publication. Continued use of the Platform signifies acceptance of the revised Policy.