Refund and Cancellation Policies | LILO

Refund and Cancellation Policy

Refund and Cancellation Policy

1. Introduction

1.1. This Refund and Cancellation Policy ("Policy") governs the terms and conditions for refund requests and order cancellations on LiveLocal E-comm Private Limited ("LiveLocal") hyperlocal delivery platform.

1.2. By using our platform and services, you acknowledge that you have read, understood, and agree to abide by this Policy. If you do not agree with this Policy, please do not use our services.

2. Refund Policy

2.1. Refunds may be processed under the following circumstances:

Non-Delivery: If an order is not delivered.

Defective or Damaged Items: In the event that items delivered are damaged or defective.

Overcharges: If you are charged more than the correct order total due to errors in our system.

2.2. To request a refund, please contact our customer support within 24 hours from the order completion time.

2.3. Refund requests are subject to verification, and LiveLocal reserves the right to deny a refund if the request does not meet the eligibility criteria.

2.4. Refunds will be processed to the original payment method used for the order.

Net Banking, Credit Card and Wallet Payments will be refunded within 5-7 days

UPI Payments will be refunded within 2 hours

3. Cancellation Policy

3.1. Users may cancel an order under the following circumstances:

Users may choose to cancel the order only within 15 seconds of the order being placed

LiveLocal Platform has right to collect penalties cancelled by the platform for reasons not related to the Livelocal platform but not limited to

Address provided by the Buyer is wrong , not reachable or outside the delivery zone

Not able to contact the Buyer by phone, email at the time of delivering or booking the order

Cancellations for reasons within the LiveLocal platform, no cancellation charge will be collected from the Buyer

3.2. Once a delivery provider has accepted an order, cancellation may not be possible, or it may be subject to fees or penalties at the discretion of the delivery provider.

3.3. To cancel an order, users should use the cancellation feature in the application or contact our customer support.

4. User Responsibilities

4.1. Users are responsible for providing accurate order details and ensuring the correct delivery location.

4.2. Users should verify the order details before confirming an order, as mistakes in orders are not eligible for refunds.

4.3. Users must provide accurate payment information for successful transactions.

5. Delivery Provider Responsibilities

5.1. Delivery providers must fulfill orders accurately and within the specified timeframe.

5.2. In the case of defects, damages, or non-delivery, delivery providers are responsible for addressing these issues in compliance with this Policy.

6. Dispute Resolution

6.1. Any dispute, controversy, or claim arising out of or relating to these terms and conditions, or the breach, termination, or invalidity thereof, shall be settled through good faith negotiations between the parties.

6.2. If the dispute cannot be resolved through negotiations within [number of days] days from the date on which either party notifies the other party in writing of the existence of such dispute, the parties agree to submit the dispute to mediation administered by or any other mutually agreed-upon mediation service.

6.3. If the dispute is not resolved through mediation within 30 days from the commencement of mediation, either party may initiate legal proceedings in accordance with the governing law and jurisdiction specified in these terms and conditions.

7.  Refund Policy

7.1. Refunds may be provided at the discretion of Livelocal E-Comm Private Limited in the following circumstances:

(a) If the order cannot be fulfilled due to unavailability of products or services; (b) If the order is canceled by the User within a reasonable time frame before the scheduled delivery time; (c) If the User receives incorrect or damaged items, provided that the User notifies Livelocal E-Comm Private Limited within a reasonable time frame after delivery.

7.2. Users may request a refund by contacting Livelocal E-Comm Private Limited customer support and providing relevant details, such as the order number and reason for the refund request.

7.3. Refunds, if approved, will be processed using the original payment method used for the transaction. The time taken for the refund to reflect in the User's account may vary depending on the payment method and banking processes.

8. Cancellation Policy

8.1. Users may cancel an order through the Platform subject to the cancellation policies of the LiveLocal E-comm Application which the customer uses for Purchase.

8.2. Users may be eligible for a full or partial refund in accordance with the Refund Policy if the cancellation is made within a reasonable time frame before the scheduled delivery time.

8.3. Livelocal E-Comm Private Limited reserves the right to charge a cancellation fee for orders canceled by the User after a certain point in the order fulfillment process, as determined by Livelocal E-Comm Private Limited.

9. Contact Information

9.1. For inquiries or concerns regarding this Policy, please contact us at:

support@lilo.co.in