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Refund Policy

This Refund & Cancellation Policy governs all transactions made on Thoda Local Pvt. Ltd. (the “Platform”).
By accessing, registering, or transacting on our Platform, both Buyers and Retailers (“Users”) agree to comply with this policy and the terms stated herein.

Thoda Local aims to maintain a transparent, fair, and trustworthy environment for local commerce across India.

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1️⃣ Buyer (Customer) Policy

🔹 A. Order Cancellation

  • Buyers may cancel an order within 15 minutes of placing it, only if it has not been accepted or dispatched by the retailer.

  • Once the retailer confirms and starts preparing/packing the order, cancellation requests may be declined.

  • In case of last-mile delivery already initiated, cancellation automatically becomes invalid.

📌 How to cancel:
My Orders → Cancel Order → Provide Reason / Contact Support

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🔹 B. Refund Eligibility

A refund request will be considered valid under the following conditions:

ScenarioCondition

Vendor CancellationUnavailability / unexpected closure

Product Quality IssueDamaged, contaminated, expired or incorrect item received

Non-DeliveryProduct not delivered within committed time

Hygiene ComplaintVerified under our hygiene compliance guidelines

📌 Proof Required: Photos / Videos within 24 hours of delivery.

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🔹 C. Refund Process

  • Refunds are issued only after review by our Support & Compliance Team.

  • Refunds to original payment method may take 5–7 business days.

  • For COD orders, refund will be through UPI / Bank transfer after confirmation.

📌 Processing time may vary due to external banking/payment gateway timelines.

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🔹 D. Non-Refundable Cases

  • “Change of mind” or personal preferences after delivery

  • Wrong address / contact details provided by customer

  • Tampered or consumed food items

  • Minor package dents not affecting product quality

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2️⃣ Retailer (Vendor) Policy

🔸 A. Subscription & Listing Charges

  • First vendor listing is Free for 1 month.

  • After the trial, ₹399/month listing & maintenance fee will automatically apply.

  • Commission applies from Day 1 and must not be disclosed publicly.

📌 Subscription fees once paid for digital listing cannot be refunded under any circumstances unless:

  • Payment was duplicated

  • Platform unable to provide listing service due to technical limitations

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🔸 B. Order-Related Accountability

If a buyer refund is approved due to retailer’s fault:

  • Refund amount will be deducted from retailer payout

  • Repeated complaints may lead to penalties, listing suspension or delisting

Retailers must cooperate fully in all dispute resolution processes.

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3️⃣ Dispute Resolution

  • All disputes will be reviewed by Thoda Local’s Support & Quality Compliance Team

  • Decision of Thoda Local shall be final and binding

  • Any abuse of cancellation/refund policies may result in account restrictions

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4️⃣ Processing Time Commitment

  • Refund evaluation completion → Within 48–72 hours

  • Final settlement refund → Within 7 business days

(Delays can occur due to bank/third-party payment processors)

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5️⃣ Legal Disclaimer

  • Thoda Local is a facilitator between buyers and retailers

  • Retailers are solely responsible for:

    • Product quality

    • Compliance with FSSAI, GST, and hygiene laws

  • Thoda Local conducts random checks but is not the manufacturer/provider

📌 Governed by:

  • Consumer Protection Act, 2019

  • Information Technology Act, 2000

  • Indian Contract Act, 1872

Any violation may lead to:

  • Financial penalties

  • Legal action

  • Permanent delisting

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6️⃣ Customer Support

For refund/cancellation assistance:
📩 Email: support@thodalocal.com
📞 Helpline: +91 79826 69571
🕘 Support Hours: 10 AM – 10 PM (All 7 Days)

✅ By using Thoda Local services, all users acknowledge and accept this Refund & Cancellation Policy in full.

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