CANCELLATION AND REFUND POLICY

This Cancellation & Refund Policy ("Policy") governs cancellations, returns, replacements, and refunds for orders placed on www.CarVaidya.com / CarVaidya mobile application ("Platform") by Car Vaidya Services Private Limited ("Company", "we", "us"). This Policy forms part of and must be read alongside our Terms & Conditions and Shipping & Delivery Policy.

By placing an order on the Platform, you agree to be bound by this Policy. We recommend reading this Policy carefully before completing a purchase. If you have any questions, our support team is always available to assist.

The time window for cancellation varies based on different categories and the order cannot be canceled once the specified time has passed.

In some cases, the customer may not be allowed to cancel the order for free, post the specified time and a cancellation fee will be charged. The details about the time window mentioned on the product page or order confirmation page will be considered final.

The Company may, at any time due to various reasons, including but not limited to technical errors, unavailability of service(s), unavailability of stocks or for any other reasons beyond its reasonable control, whatsoever, cancel the orders placed by the user(s)/ customers. The Company’s decision of cancellation of such order(s) shall be final and the Company shall not be held liable for such cancellation, whatsoever. If the order is cancelled after a successful payment is made by the user credit card has been charged, the Company shall endeavor to pay the aid amount shall be reversed the payment in the user's source payment method whether, debit card, credit card, bank account, UPI or any other method.

We reserve the right to cancel your order, in whole or in part, for reasons including product unavailability, unforeseen circumstances beyond our control (force majeure), suspected fraudulent activity, violation of our Terms of Use, or logistical constraints. In all instances of cancellation (by us), you will not be charged for the canceled order. Any payments you have already made will be promptly refunded within 5-7 business days for any cancellations. You can track the status of your refund on the Order Details page/section.

Our return, cancellation, and refund policies may be subject to additional reasonable terms and conditions. These will be communicated to you periodically through the Platform's push notifications or other communication methods as outlined within these Terms or as determined by the Company

PART A: AUTOMOBILE SERVICE BOOKINGS

1. Services Booking Cancellation

The Orders placed by you on the Platform are non-cancellable and non-refundable via self-serve under automobile services (inspection, repair, AMC, RSA, etc.), except if cancellation/refund is requested via CX Agent under the following circumstances:

• The Service could not be delivered within the estimated time that was displayed while placing the order.

• Cancellations initiated by CarVaidya or the service partner due to unavailability.

• The Seller has not accepted or has canceled the Order due to reasons not attributable to You.

• Cancellation initiated by Customer.

• Any other reason that the Platform may update from time to time.

2. Services Refund Scenarios

Refunds for service bookings will be considered in the following cases:

• Service delivered: Service complaint must be raised within 24hours of the scheduled service delivery date. The Company will investigate and respond within 5 business days of receiving the request. Refunds for services (up to service fee) will be credited to the original payment method, only if complaint is validated.

PART B: ECOMMERCE PRODUCT ORDERS

1. Order Cancellation by Customer

You may request to cancel a product order depending on its current fulfilment stage. The following table summarises the cancellation eligibility and process:

Note: Once an order has been dispatched and is in transit with the logistics partner, cancellation is no longer possible. You will need to wait for delivery and initiate a return request.

2. Order Cancellation by CarVaidya / Seller

The Company reserves the right to cancel any order at any time, at its sole discretion, under the following circumstances:

• The product is out of stock or has been discontinued.

• A pricing or product description error was identified after the order was placed.

• The delivery location is outside our serviceable area.

• Fraudulent, suspicious, or unauthorised activity is detected on the account.

• Payment could not be verified or was reversed.

• Technical errors or system failures at the time of order placement.

• Force majeure events, government restrictions, or other circumstances beyond the Company's reasonable control.

In all cases of Company-initiated cancellation, a full refund of the amount paid will be initiated to the original payment method. The Company shall not be held liable for any additional costs, losses, or consequential damages arising from such cancellations.

The Company will notify you of any cancellation via notification/email and/or SMS to the contact details registered on your account.

3. Returns & Replacements Policy

Returns is a scheme provided by respective sellers directly under this policy in terms of which the option of exchange, replacement and/ or refund is offered by the respective sellers to you. All products listed under a particular category may not have the same returns policy. For all products, the returns/replacement policy provided on the product page shall prevail over the general returns policy. Do refer the respective item's applicable return/replacement policy on the product page for any exceptions to this returns policy and the table below

The return policy is divided into three parts; Do read all sections carefully to understand the conditions and cases under which returns will be accepted.

3.1 – Category, Return Window and Actions Possible

3.2 - Returns Pick-Up and Processing:

In case of returns your product will be checked for the following conditions:

The field executive will refuse to accept the return if any of the above conditions are not met.

For any products for which a refund is to be given, the refund will be processed once the returned product has been received by the seller.

3.3 - General Rules for a successful Return

1. In case where Wrong Item Delivered/ Item Not as Described, the seller may either process a replacement of the particular Item or issue the refund.

2. In case where Damaged / Defective on Delivery, the seller may either process a replacement of the particular Item or issue the refund.

3. In certain cases where the seller is unable to process a replacement for any reason whatsoever, a refund will be given.

4. In case where Delivery Not Received the seller may either process a replacement of the particular Item or issue the refund.

5. In cases where a product accessory is found missing/damaged/defective, the seller may either process a replacement of the particular accessory or issue the refund for an amount equivalent to the price of the accessory, at the seller’s discretion.

6. For returns on account of a defective, damaged, or incorrectly delivered product, Seller will arrange and bear the cost of reverse pickup.

7. For returns due to change of mind or buyer's remorse, reverse shipping charges will be deducted from the refund amount, or the customer may be required to ship the product at their own cost using a trackable courier service.

8. Products must be securely packed before handing over to the logistics partner. CarVaidya/Seller shall not be responsible for damage occurring during return transit if the product was inadequately packed by the customer.

9. Where a replacement is available, Seller will dispatch the replacement product within 3–5 business days of receiving and inspecting the returned item. Replacement is subject to stock availability. If the exact product is unavailable, a full refund will be issued instead.

10. Each product is eligible for only one replacement. If the replacement product is also found to be defective upon delivery, a refund will be issued.

11. During open box deliveries, while accepting your order, if you received a different or a damaged product, you will be given a refund (on the spot refunds for cash-on-delivery orders). Once you have accepted an open box delivery, no return request will be processed, except for manufacturing defects. In such cases, these category-specific replacement/return general conditions will be applicable.

Terms to know about Open Box Delivery:

1. Open Box Delivery will only be available in select pin codes. If your order is eligible for OBD, you will get an option to select Open Box Delivery in the checkout page.

2. In Open Box Delivery, our Delivery Agent will open the package in front of you at the time of delivery. Both outside as well as the brand packing is opened and shown to you. This ensures that you only receive what you ordered

3. In case you find the product to be missing, damaged or completely different from what you ordered please ask the Delivery Agent to take it back immediately. In case of COD you'll get your refund immediately from the Delivery Agent. In case of prepaid orders, you'll get a refund credited to your account according to seller's return policy

4. Return requests for Missing, Damaged or Mis-shipment will not be accepted once Open Box Delivery is successfully completed

5. In case you find the device to be defective upon turning it on, you may contact CarVaidya support for replacement/refund as per the returns policy

6. Card on Delivery is not acceptable for Open Box Delivery

7. Customer should complete payment before opening the box (for COD orders)

8. By opting in to Open Box Delivery you are agreeing to the following Terms & Conditions:

9. You understand that for open box delivery, You are required to take the delivery of product in person after producing a valid identity card. Production of valid identity card is optional only if there are other modes of delivery available at Your pin code other than open box delivery.

10. In case You choose cash on delivery mode of payment at the time of order, You understand and agree that the payment has to be made in full before the product can be opened to complete the open box delivery.

11. You agree and understand that only the delivery boy ("Delivery Agent") is entitled to open product package and deliver the product to You for Your inspection

12. You agree to inspect the product in the presence of the Delivery Agent and confirm on the product by signing on the mobile/paper delivery sheet. You understand that inspection means checking the physical appearance & components of the product, if any, and does not include testing the functioning of the product

13. You understand that in case the product purchased is not the same as the product delivered, the delivery will be considered as 'failed' and the refund of the product price paid will be refunded as per policies of the seller of the product. In case of cash paid on delivery, the refund will be made to You immediately by the Delivery Agent.

14. You agree and understand that all other policies of the seller/Website will be suitably applicable to You and the transaction completed on the Website and You agree to abide by and adhere to the same.

15. You agree and understand that these terms and conditions are part and parcel of the CarVaidya’s 'Terms of Use' and shall be read in conjunction with the same.

12. For products where installation is provided by CarVaidya’s service partners, do not open the product packaging by yourself. CarVaidya authorised personnel shall help in unboxing and installation of the product.

13. For Furniture, any product-related issues will be checked by authorised service personnel (free of cost) and attempted to be resolved by replacing the faulty/ defective part of the product. Full replacement will be provided only in cases where the service personnel opines that replacing the faulty/defective part will not resolve the issue.'

CarVaidya holds the right to restrict the number of returns created per order unit, post the evaluation of the product/order defect is undertaken by CarVaidya’s authorized representative.

3.4 Non-Returnable Products

The following table contains a list of products categories that are not eligible for return, replacement, or refund due to their nature, safety concerns as per the Returns Policy:

Note: Even for non-returnable products, if you receive a product that is damaged, defective, or incorrectly sent, you are entitled to a replacement or refund. Please report such issues within 48 hours of delivery with supporting photo/video evidence.

4. How to Initiate a Cancel/Return/Replacement:

To initiate a return request, follow these steps:

• Step 1: Log in to your CarVaidya account and go to My Orders.

• Step 2: Select the relevant order and click 'Return / Replace'.

• Step 3: Select the return reason and upload supporting photos or videos as required.

• Step 4: Submit the request. Our team will review it within 1–2 business days.

• Step 5: Upon approval, you will receive instructions for scheduling a reverse pickup or dropping off the item at a designated location.

• Step 6: Once the returned product is received and inspected (typically 3–5 business days), your refund or replacement will be processed.

Alternatively, you can reach our support team at contact@CarVaidya.com or +91-9599156094 for assistance in raising a return request.

5. Refunds

5.1 When are Refunds Issued?

A refund will be initiated under the following circumstances:

• The order was cancelled by the customer before dispatch.

• The order was cancelled by CarVaidya/Seller/Service Provider for any reason.

• The returned product has been received and inspected and the return is approved.

• The product was not delivered and is confirmed as lost in transit.

• A replacement is not available and the customer opts for a refund.

• Payment was deducted but the order was not confirmed (payment failure scenarios).

5.2 Refund Method

Refunds will be credited to the original payment method used at the time of purchase. No refunds will be issued to a different bank account, card, or UPI ID unless the original payment method is no longer operational, in which case alternate arrangements will be made after verification.

CarVaidya Store Credits may be offered as an alternative to a refund in certain scenarios (e.g., change-of-mind returns), at the Company's discretion. Store Credits are non-transferable, not redeemable for cash, and valid for 12 months from the date of issuance.

5.3 Refund Timelines

Once a refund is approved and initiated by CarVaidya, the estimated credit timelines to your account are as follows:

* For EMI-based payments, refunds are subject to the issuing bank's processing timelines and EMI cancellation terms. Applicable EMI charges already paid to the bank may not be refundable by CarVaidya. Please check with your bank.

Note: These timelines reflect when the refund is credited to your account and are subject to the policies of your bank or payment provider. CarVaidya's refund initiation typically occurs within 1–2 business days of approval.

5.4 Partial Refunds

Partial refunds may be issued in the following situations:

• Only part of an order is returned (for multi-item orders).

• The returned product shows signs of use, minor damage caused by the customer, or missing accessories — in which case a deduction may be applied at the Company's discretion.

• Return shipping charges are deducted for change-of-mind returns.

• Promotional discounts, coupon codes, or cashback applied at the time of purchase may affect the refund calculation.

6. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged in transit, found to be defective upon first use, or is not what you ordered, please follow this process:

• Report the issue within 48 hours of delivery by contacting us at contact@CarVaidya.com or +91-9599156094.

• Provide your Order ID, a brief description of the issue, and clear photographs or a video of the product, packaging, and the shipping label.

• Do not use, dispose of, or return the product until you receive instructions from our support team.

• Claims raised after 48 hours of delivery for damaged or defective products may not be accepted, except where the defect was not apparent at the time of delivery (e.g., an internal component failure discovered during first use).

For defects that become apparent during use within the warranty period specified on the product listing, please contact us and we will facilitate a warranty claim with the manufacturer.

7. Payment Failures & Double Charges

7.1 Payment Failure — Order Not Confirmed

If your payment was deducted but you did not receive an order confirmation, it may be due to a temporary network or gateway failure. In most cases, such amounts are auto-reversed by your bank within 5–7 business days. If the amount is not reversed, please contact us with:

• Your registered mobile number or email ID.

• Screenshot of the payment deduction (from your bank/UPI app).

• Transaction reference number or UTR number.

Our team will investigate with the payment gateway and initiate a refund within 7 business days of verification.

7.2 Double Charge

In the rare event that your account has been charged twice for the same order, please contact us immediately. We will verify the duplicate transaction and initiate a refund for the excess amount within 3–5 business days of confirmation.

8. Chargebacks

You may have the right to initiate a chargeback in accordance with the terms and conditions of your debit card, credit card, or bank account. Chargeback requests are processed by your card issuer or bank — not by CarVaidya — and the Company bears no liability for the outcome of such processing.

CarVaidya reserves the right to review your account and transaction history following a chargeback request to determine if fraudulent activity has occurred. If the Company has reasonable grounds to believe that a chargeback was raised fraudulently or in bad faith (e.g., the product was delivered and accepted but a chargeback was initiated), the Company reserves the right to suspend or permanently terminate your account and pursue appropriate legal remedies.

We encourage you to contact our support team first before initiating a chargeback, as most disputes can be resolved faster through our internal resolution process.

9. Membership Plans & Subscription Cancellations

Membership Plans purchased on the Platform are subject to the following terms:

• Membership fees are non-refundable once the plan has been activated and one or more benefits have been availed.

• If a Membership Plan is cancelled within 24 hours of purchase and no benefits have been availed, a full refund may be requested.

• The Company reserves the right to modify, suspend, or discontinue Membership Plans at any time. In the event of discontinuation by the Company, a pro-rata refund for the unused period will be issued.

• Membership Plans are non-transferable and cannot be shared across accounts.

10. Conditions That Void Return / Refund Eligibility

Notwithstanding anything else in this Policy, a return or refund request will not be accepted if:

• The return window has expired.

• The product has been used, washed, installed, or modified.

• The product is missing original packaging, tags, accessories, or documentation.

• The serial number or IMEI (for electronic products) has been tampered with or removed.

• Damage is determined to be caused by misuse, accident, unauthorised repair, or normal wear and tear.

• The product was purchased during a sale and marked as 'Final Sale' or 'Non-Returnable' at the time of purchase.

• The return request was raised for a product in the non-returnable category without a valid reason (defect/wrong item).

11. Fraud & Abuse Prevention

CarVaidya actively monitors return and refund activity. The Company reserves the right to refuse service, cancel future orders, or permanently deactivate an account in cases of suspected return fraud, repeated abuse of the return policy, or filing of false or frivolous claims. Any amounts fraudulently obtained through such activities may be recovered through legal means.

12. Governing Law & Dispute Resolution

This Policy is governed by the laws of India. Any disputes arising from or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of Delhi, India, and shall be resolved as per the Dispute Resolution mechanism set out in CarVaidya's Terms & Conditions.

13. Policy Updates

CarVaidya reserves the right to amend this Policy at any time. The updated Policy will be published at www.CarVaidya.com/cancellation-and-refund and shall be effective from the date of publication. Continued use of the Platform after the updated Policy is published shall constitute your acceptance of the revised terms. We encourage you to review this Policy periodically.