Refund Policy

At Wayuvega, we strive to provide transparent and fair refund policies for our customers. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services, shipping charges, and platform fees.

This policy should be read in conjunction with our Terms of Service. By using Wayuvega's services, you agree to this Refund Policy.

1. General Refund Principles

• Refunds are processed in accordance with the original payment method used
• Refund eligibility is determined on a case-by-case basis
• All refund requests must be submitted through our official support channels
• Refunds are subject to verification and approval by our team
• Processing times may vary based on payment method and bank processing times

2. Shipping Charge Refunds

2.1 Cancelled Shipments

Before Courier Pickup: If you cancel a shipment before it is picked up by the courier partner, you are eligible for a 100% refund of the shipping charges. The refund will be processed within 7-14 business days.

After Courier Pickup: If a shipment is cancelled after pickup but before transit, refund eligibility depends on the courier partner's cancellation policy. You may be subject to cancellation fees, which typically range from 20-50% of the shipping charge. The remaining amount will be refunded.

In Transit: Shipments that are already in transit cannot be cancelled. However, you may request return-to-origin (RTO) through the courier partner, subject to their RTO policies and charges.

2.2 Failed Deliveries

If a shipment fails to deliver due to reasons beyond your control (incorrect address provided by recipient, recipient unavailable, etc.), shipping charges are generally non-refundable. However, you may be eligible for a refund if:

• The failure was due to a courier partner error
• The shipment was lost or damaged by the courier partner
• There was a technical error in our system that caused the failure

2.3 Lost or Damaged Shipments

For lost or damaged shipments, you must file a claim with the courier partner. If the claim is approved by the courier partner, you may be eligible for:

• Full refund of shipping charges
• Compensation for the declared value of the shipment (if insurance was purchased)
• Replacement shipping at no additional cost (subject to courier partner policies)

Wayuvega will assist in facilitating the claim process but is not directly liable for courier partner decisions.

3. Platform Fee Refunds

3.1 Transaction Fees

Platform transaction fees are generally non-refundable as they cover the cost of processing and facilitating the transaction. However, fees may be refunded if:

• The transaction was processed in error due to a technical fault on our part
• The service was not provided due to a system failure
• Duplicate charges were made for the same transaction

3.2 Subscription Fees

Monthly Subscriptions: If you cancel your monthly subscription, you will continue to have access until the end of your current billing period. No prorated refunds are provided for the remaining days in the current month.

Annual Subscriptions: If you cancel an annual subscription within the first 30 days, you may be eligible for a prorated refund of the unused portion, minus any applicable cancellation fees. After 30 days, annual subscriptions are generally non-refundable.

Free Trial Periods: If you cancel during a free trial period, no charges will be applied, and no refund is necessary.

4. Refund Processing

4.1 How to Request a Refund

To request a refund, please contact our support team:

• Email: support@wayuvega.com
• Through your Wayuvega dashboard: Submit a support ticket

Please include the following information in your refund request:

• Order/Shipment ID or Transaction ID
• Reason for refund request
• Supporting documentation (if applicable)
• Original payment method details

4.2 Refund Processing Time

Once your refund request is approved:

• Credit/Debit Cards: 7-14 business days (depending on your bank's processing time)
• Net Banking/UPI: 3-7 business days
• Wayuvega Wallet/Balance: Instant (credited immediately to your account)
• Bank Transfers: 5-10 business days

You will receive an email confirmation once the refund is processed.

4.3 Refund Method

Refunds are processed to the original payment method used for the transaction. If the original payment method is no longer available, we will contact you to arrange an alternative refund method.

5. Non-Refundable Items

The following are generally non-refundable:

• Shipping charges for successfully delivered shipments
• Platform fees for completed transactions
• Charges for services that have been fully utilized
• Fees for returned shipments (RTO charges)
• Penalty charges or late fees
• Third-party charges (courier partner fees, payment gateway charges)
• Charges for services cancelled due to violation of Terms of Service

6. Dispute Resolution

If you are not satisfied with a refund decision, you may:

1. Request a review by our senior support team
2. Provide additional documentation or evidence to support your claim
3. Escalate the matter through our official dispute resolution process

We are committed to resolving disputes fairly and will work with you to find a satisfactory resolution.

7. Special Circumstances

7.1 Force Majeure

In cases of force majeure events (natural disasters, pandemics, government restrictions, etc.) that prevent service delivery, refunds will be evaluated on a case-by-case basis. We will work with affected customers to find appropriate solutions.

7.2 Promotional Offers

Refund policies for promotional offers, discounts, or special campaigns may have specific terms and conditions. Please refer to the specific terms of the promotion.

7.3 Account Suspension or Termination

If your account is suspended or terminated due to violation of our Terms of Service, you may not be eligible for refunds for unused services or credits.

8. Currency and Exchange Rates

All refunds are processed in Indian Rupees (INR). If the original payment was made in a different currency, the refund amount will be converted at the exchange rate applicable at the time of refund processing. Any exchange rate differences or bank charges are the responsibility of the customer.

9. Contact Information

For refund inquiries or assistance, please contact us:

10. Updates to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or legal requirements. Material changes will be notified via email or through a prominent notice on our website. The "Last Updated" date at the top of this policy indicates when it was last revised.