Returns, Cancellations and Refunds

1. Scope and key rules

This policy applies to eligible purchases, orders, appointments, bookings and service requests made through the TownPoints app or website. TownPoints is a local marketplace, so the relevant vendor or service provider may help inspect and fulfil a return, replacement or refund.

If a product page, booking screen or checkout page clearly states a category-specific return or cancellation condition, that condition forms part of this policy. A seller-specific condition cannot remove a consumer remedy required by applicable law for defective, deficient, spurious, misdescribed or materially late goods or services.

2. Cancelling an order before fulfilment

• You may cancel through the order screen while the app shows Cancel Order.
• For supported food, grocery, meat and fashion orders, self-cancellation is generally available before vendor acceptance.
• After acceptance, preparation, dispatch, assignment or fulfilment begins, cancellation may be unavailable or subject to reasonable costs already incurred.
• If a vendor cannot fulfil an accepted order, the order may be cancelled and the eligible amount refunded.
• Repeated, abusive or fraudulent cancellations may lead to cancellation limits or account action under our Terms.

A cancellation is complete only when the app shows a cancelled status or TownPoints confirms it. If the button is unavailable but assistance is needed, contact us promptly with the order ID; support cannot guarantee cancellation after fulfilment has started.

3. Returns and replacements for physical products

An eligible physical product may be returned or replaced when:

• it is physically damaged, defective, counterfeit or unsafe;
• the wrong product, size, colour, model or quantity was delivered;
• parts or accessories listed with the product are missing;
• the product is materially different from its listing or agreed specifications; or
• a return for another reason is expressly allowed on the product page.

Unless the issue itself prevents it, return the product with its original box, labels, MRP tag, serial number, manuals, warranty card, accessories and promotional items. The product must not have been damaged, altered or misused after delivery. For electronics or storage devices, back up and erase personal data, remove accounts and restore factory settings before handover.

4. Food, meat, groceries and other perishables

Prepared food, meat, fresh produce, flowers, medicines where restricted, and other perishable or temperature-sensitive goods cannot normally be returned after delivery because they cannot safely be restocked. A preference change, taste preference or an order placed by mistake is not a return reason after preparation or delivery.

Report wrong items, missing items, leakage, visible damage, unsafe packaging or spoilage within 2 hours of delivery. Keep the item and packaging available and provide clear photographs when requested. Based on verification, we may arrange a replacement, refund the affected item, issue an appropriate credit or provide another remedy required by law.

5. Appointments, hotels, events and other services

Doctor appointments, hotels, movies, events, catering and other scheduled services may have provider-specific cancellation deadlines and charges displayed before confirmation. Once the cancellation deadline passes, a slot is used, an event begins, or a provider has incurred disclosed costs, some or all charges may be non-refundable.

A disclosed processing or convenience fee may be non-refundable after processing is completed, except where the booking fails because of TownPoints or the provider, the service is not supplied as agreed, or applicable law requires a refund. If a provider cancels or cannot deliver the confirmed service, you are eligible for a refund of the amount paid for the unavailable service or another remedy you accept.

6. How to raise a return, replacement or refund request

1. Open the relevant order or booking in TownPoints and use the available cancellation or support option.
2. If no option is shown, email contact@townpoints.in within the applicable window.
3. Include your order or booking ID, registered mobile number, item or service name, reason and preferred resolution.
4. For a damaged, wrong, incomplete or spoiled delivery, attach clear photographs or video of the item, packaging, label and issue.
5. Keep the product and packaging until TownPoints or the vendor confirms whether pickup, inspection or disposal is required.

We may request a receipt, payment reference, serial number or other reasonable information needed to verify the transaction and issue. Do not send a product independently unless return instructions have been provided.

7. Inspection and possible outcomes

A returned product may be checked for identity, completeness, condition, serial or IMEI match, damage, usage and the reported defect. A pickup partner may record the condition but final approval may occur after inspection by the vendor or authorised service centre.

After review, the outcome may be:

• replacement with the same item or a mutually agreed alternative;
• repair or troubleshooting where appropriate and permitted;
• full or partial refund for the affected item, order, booking or service;
• TownPoints Wallet credit or another resolution accepted by you; or
• rejection with a reason where the request does not meet this policy.

If an approved replacement is unavailable, an eligible refund will be offered. For a verified wrong, defective, damaged or misdescribed item, TownPoints or the responsible vendor will bear the approved return-pickup cost. For an expressly permitted change-of-mind return, disclosed return shipping or other reasonable charges may be deducted.

8. Refund method and expected timing

The approved refundable amount may exclude a consumed service, used promotion, non-refundable charge disclosed before purchase, or reasonable cost permitted by this policy and law. Any deduction will be explained.

• TownPoints Wallet: eligible credits normally appear within 24 hours after refund approval.
• UPI, card, net banking or other online payment: where a refund to the original method applies, we normally initiate it within 3 business days after approval. The bank or payment provider may take an additional 5–10 business days to post it.
• Cash on delivery: an approved refund may be credited to TownPoints Wallet or sent to verified bank/UPI details, as communicated during the request.

These are expected timelines, not guarantees controlled entirely by TownPoints. If the stated posting period has passed, first check the payment account and then contact us with the order ID and refund reference.

9. When a request may be rejected

A request may be rejected, to the extent permitted by law, when:

• it is submitted after the applicable window without a legally protected reason;
• the item is different from the one delivered, or a serial number, seal or component has been altered;
• damage, defect or missing parts resulted from misuse, unauthorised repair or handling after delivery;
• the product is used, washed, soiled or incomplete beyond what is reasonably needed to inspect it;
• the claim cannot be reasonably verified because required evidence or inspection is refused;
• the item is non-returnable and is not defective, wrong, unsafe, spurious or misdescribed; or
• fraud, policy abuse or duplicate reimbursement is reasonably identified.

10. Questions, complaints and contact

This policy should be read with our Terms and Conditions and Privacy Policy. We may update it when our Services, provider arrangements or legal obligations change. The revised date above shows the latest version.