V4U Refund & Cancellation Policy
Last Updated: [Date, e.g. August 13, 2025]
1. Scope and Applicability
This Refund & Cancellation Policy (“Policy”) applies to all orders and bookings made through the V4U platform, including:
• Grocery delivery
• Food delivery
• Medicine delivery
• Hotel bookings
By placing an order or making a booking on V4U, you agree to this Policy, in addition to our Terms of Service and Privacy Policy. Vendor or hotel-specific terms may apply in addition and will be displayed before checkout.
2. General Principles
• V4U is a marketplace: We facilitate orders between customers and vendors (restaurants, pharmacies, grocery stores, hotels). The fulfillment responsibility lies with the vendor/hotel.
• Refunds are conditional: Refunds will only be issued for valid cases as per this Policy.
• Transparency: All refund amounts and timelines will be communicated via email/SMS/app notification.
3. Order Cancellation by Customer
a) Grocery / Food / Medicine Orders
• Before order acceptance: If you cancel before the vendor accepts your order, you will receive a full refund.
• After order acceptance but before preparation/dispatch: Cancellation may be allowed depending on vendor approval. Partial charges may apply.
• After preparation/dispatch: Orders cannot be cancelled once preparation has started or the delivery partner is dispatched.
b) Hotel Bookings
• Cancellation policy varies by hotel: Each hotel lists its own cancellation and refund terms, which you must review before confirming.
• Non-refundable bookings: If marked as “non-refundable”, no refund will be provided.
• Refundable bookings: Refund will be processed as per the timeline mentioned at booking time, after deducting applicable charges.
4. Cancellation by Vendor / Hotel
If the vendor/hotel cancels your confirmed order/booking:
• You will receive a full refund.
• In case of prepaid orders, refund will be initiated automatically.
• For hotel bookings, we may assist you in finding alternate accommodation (subject to availability).
5. Refund Eligibility
Refunds may be initiated in the following cases:
1. Order not delivered:
• Delivery failed due to vendor or partner’s fault.
• Wrong address marked as undeliverable due to system error.
2. Item(s) missing or incorrect:
• Wrong items delivered.
• Missing items from the order.
• Refund will be processed for the value of missing/incorrect items only.
3. Order quality issues:
• Spoiled, expired, or damaged items.
• For perishable food/grocery/medicine, photographic proof may be required within 2 hours of delivery.
4. Hotel booking issues:
• Hotel denied check-in despite confirmed booking.
• Room category mismatch or unavailability.
6. Non-Refundable Situations
Refunds will not be issued if:
• Wrong delivery address provided by the customer.
• Customer not available at delivery location.
• Delay caused by force majeure events (bad weather, strikes, traffic restrictions).
• Minor variations in packaging or presentation that do not affect quality.
• For medicines: if the seal is broken or tampered after delivery.
7. Refund Timelines
Payment Method Refund Processing Time
Credit/Debit Card 5–7 business days
UPI / Wallet 1–3 business days
Net Banking 3–5 business days
Cash on Delivery Refund via UPI/Bank within 3–5 business days after approval
Note: Refund timelines depend on your bank/payment provider.
8. Refund Method
Refunds will be processed to the original payment method wherever possible. For Cash on Delivery orders, refunds will be made via:
• UPI transfer
• Bank account transfer
9. Special Conditions for Medicines
• Refunds for medicine orders will only be processed if the product is:
• Delivered past expiry date.
• Damaged or wrong medicine supplied.
• No refund will be given if medicine is opened, used, or not stored as per recommended conditions.
10. How to Request a Refund or Cancellation
1. Via V4U App: Go to Orders → Select Order → Report Issue / Cancel Order.
2. Via Email: Send order details and reason to support@v4u.com.
3. Via Phone: Call our customer care at +91-[XXXXXXXXXX].
11. Dispute Resolution
If you are not satisfied with the refund decision, you can escalate the matter to our Grievance Officer:
Name: [Grievance Officer Name]
Email: grievance@v4u.com
Phone: +91-[XXXXXXXXXX]
We aim to resolve disputes within 15 working days.
12. Policy Changes
We may update this Policy periodically. The updated version will be posted on the app/website with the date of change. Continued use of our Services indicates acceptance of the updated Policy.
Quick Summary Table
Situation Refund Eligibility
Vendor cancels order ✅ Full refund
Customer cancels before acceptance ✅ Full refund
Order accepted but not prepared ✅ Partial refund (vendor approval)
Order dispatched ❌ No refund
Missing/damaged items ✅ Refund for affected items
Hotel denies check-in ✅ Full refund or alternate booking
Wrong address by customer ❌ No refund
