Refund Policy
This policy explains when refunds may be issued, how they are calculated, and how they are processed for goods and services booked on SuprX.
Scope
This Refund Policy covers refunds arising from order cancellations, delivery issues, quality disputes, merchant unavailability, and service booking outcomes on the SuprX Platform.
When Refunds May Be Issued
Refunds may be approved in circumstances such as:
- Order cancelled by the Merchant or platform due to unavailability.
- Verified missing, damaged, expired, or wrong items.
- Failed delivery attributable to operational constraints (where applicable).
- Service booking cancelled by provider or not delivered as confirmed.
Refund Types
- Full Refund: When the entire order cannot be fulfilled or is cancelled before dispatch (subject to category rules).
- Partial Refund: When only specific items are impacted or substitutions are declined.
- Wallet/Credit Refund: For promotional adjustments, goodwill credits, or where explicitly accepted.
How Refunds Are Calculated
- Item price, taxes, and eligible fees may be included based on cause.
- Promo discounts may be proportionally adjusted for partial refunds.
- Non-refundable fees, if any, will be clearly disclosed at checkout.
Refund Timelines
Once approved, refunds are processed to your original payment method or wallet. Actual credit time depends on banks/UPI/card networks.
User Cancellations & Fees
Depending on the order stage and category, cancelling after preparation or dispatch may lead to partial refunds or no refunds.
- Food orders may become non-cancellable past preparation start.
- Grocery orders may be cancellable until packing begins.
- Service bookings may have time-slot-based cancellation rules.
Failed Delivery Scenarios
If a delivery fails due to incorrect address, unreachable contact, or refusal to accept, refunds may be limited and delivery/handling charges may be deducted where allowed by law.
Chargebacks & Payment Disputes
If you initiate a bank/UPI/card chargeback without first raising an in-app complaint, resolution may take longer. We may request documentation to investigate and respond to payment partners.
Misuse & Fraud Prevention
We may deny refunds or restrict accounts where we detect suspicious activity, repeated false claims, or policy abuse, subject to applicable law.
Policy Updates
We may revise this Refund Policy to reflect changes in categories, operational processes, or legal requirements. The latest version will be available on the Platform with an updated effective date.
Contact & Support
Refunds that feel fair and fast.
We balance customer protection with merchant realities, so legitimate issues resolve cleanly without creating loopholes.