1. Overview
Zugaadoo.com is operated by Infinity Enterprises. We are committed to providing excellent service and fair refund policies across all our service categories: food delivery, product shopping, and essential services.
This Refund Policy outlines the conditions, processes, and timelines for refunds across our platform. We strive to resolve all refund requests fairly and promptly while maintaining the interests of all parties involved.
2. Refund Categories
🍕
Food Orders
Instant refunds for canceled orders, quality issues, and delivery problems
📦
Product Returns
Return and refund eligible products within specified timeframes
🔧
Service Cancellations
Refunds for canceled service bookings and unsatisfactory work
3. Food Delivery Refunds
3.1 Eligible for Immediate Refund
- Order Cancellation: Within 60 seconds of order placement
- Restaurant Cancellation: When restaurant cancels the order
- Delivery Failure: Order not delivered within promised time + 30 minutes
- Quality Issues: Food spillage, wrong items, poor quality
- Missing Items: Incomplete order delivery
3.2 Partial Refunds
- Wrong items delivered (refund for incorrect items only)
- Partial order missing (refund for missing items)
- Temperature issues (partial compensation)
- Packaging damage (case-by-case basis)
3.3 Non-Refundable Situations
- Customer unavailability at delivery address
- Order rejection due to subjective taste preferences
- Delays caused by weather or external factors
- Cancellation after food preparation has started (restaurant discretion)
Quick Resolution: Food delivery refunds are processed within 24 hours. For immediate issues, contact our support during delivery for instant resolution.
4. Product Return & Refund Policy
4.1 Return Windows by Category
Electronics & Gadgets
- Return Period: 10 days from delivery
- Condition: Unused, original packaging with all accessories
- Warranty Issues: Covered under manufacturer warranty
- DOA (Dead on Arrival): Immediate replacement or refund
Fashion & Lifestyle
- Return Period: 14 days from delivery
- Size Exchange: Free size exchange within 7 days
- Condition: Unused, with original tags and packaging
- Try & Buy: Virtual trial available for select items
Groceries & Consumables
- Perishable Items: Same day return/refund for quality issues
- Packaged Foods: Before expiry date, unopened packaging
- Personal Care: Unopened items within 7 days
- Damaged Delivery: Immediate refund/replacement
Home & Garden
- Furniture: 7 days from delivery, assembly not started
- Appliances: 10 days, original packaging required
- Plants: 3 days for health issues, care instructions followed
- Tools: 15 days, unused condition
4.2 Non-Returnable Items
- Personalized or customized products
- Intimate apparel and swimwear
- Perishable food items (unless quality issues)
- Digital products and software
- Items damaged by customer misuse
- Products without original packaging and tags
Return Process: Initiate returns through our website/app. Keep all original packaging, tags, and accessories. Return pickup will be arranged at no cost for eligible returns.
5. Service Booking Refunds
5.1 Cancellation by Customer
- 24+ Hours Before: Full refund
- 6-24 Hours Before: 75% refund
- 2-6 Hours Before: 50% refund
- Less than 2 Hours: 25% refund
- Emergency Services: No refund once service partner dispatched
5.2 Cancellation by Service Provider
- Full Refund: Immediate refund of all charges
- Compensation: Additional compensation for inconvenience
- Rescheduling: Free rescheduling option
- Priority Booking: Priority for next available slot
5.3 Service Quality Issues
- Work Not Completed: Full refund of service charges
- Poor Quality Work: Refund + free rework
- Damage to Property: Compensation as per assessment
- Service Provider No-Show: Full refund + compensation
5.4 Parts and Materials
- Parts purchased are generally non-refundable
- Defective parts replaced under warranty
- Unused parts refunded if service canceled
- Wrong parts ordered: Full refund available
6. Refund Process & Timeline
1
Request Initiation
Submit refund request through our app, website, or customer support within eligible timeframe
2
Review & Verification
Our team reviews the request and verifies eligibility (24-48 hours for most cases)
3
Approval & Processing
Once approved, refund is processed to original payment method
4
Credit to Account
Refund reflects in your account as per payment method timelines
6.1 Refund Timelines by Payment Method
- UPI/Digital Wallets: Instant to 2 hours
- Debit/Credit Cards: 5-7 business days
- Net Banking: 3-5 business days
- Cash on Delivery: Bank transfer within 7-10 business days
- Zugaadoo Wallet: Instant credit
Fast Track: Refunds under ₹500 are processed instantly for verified accounts. Larger amounts may require additional verification for security.
7. Refund Methods
7.1 Original Payment Method
Refunds are primarily processed to the original payment method used for the order:
- Credit/Debit card refunds to the same card
- UPI refunds to the same UPI ID
- Net banking refunds to the linked bank account
- Wallet payments refunded to the same wallet
7.2 Alternative Refund Options
- Zugaadoo Wallet: Instant credit for future orders
- Bank Transfer: For COD orders or closed cards
- Store Credit: Additional bonus for opting store credit
- Exchange: Direct product exchange when applicable
7.3 Bonus Credits
- 10% bonus on wallet refunds
- 15% extra on store credit option
- Loyalty points for frequent customers
- Discount coupons for future orders
8. Special Circumstances
8.1 Promotional Orders
- Refunds processed for the actual amount paid
- Discount adjustments made proportionately
- Cashback offers may be reversed
- Free items with purchase may need to be returned
8.2 Bulk Orders
- Partial refunds available for bulk orders
- Corporate order refunds subject to agreement terms
- Advance payment refunds within 7-10 days
- Customized bulk orders may have different terms
8.3 Gift Orders
- Refunds processed to original purchaser's payment method
- Gift recipient can initiate return/exchange
- Gift cards refunded to original buyer
- Special gift wrapping charges non-refundable
9. Dispute Resolution
9.1 Refund Disputes
If you disagree with a refund decision:
- Contact our customer support within 7 days
- Provide additional evidence or documentation
- Request escalation to senior support team
- Management review for complex cases
9.2 Escalation Process
- Customer Support: First point of contact
- Senior Support: Complex case review
- Management Review: Final internal decision
- Consumer Forum: External dispute resolution
Good Faith: We encourage open communication and work in good faith to resolve all disputes fairly. Most issues are resolved through direct dialogue with our support team.
10. Fraud Prevention
10.1 Refund Abuse Prevention
- Monitoring of refund patterns and frequency
- Account verification for high-value refunds
- Investigation of suspicious refund requests
- Temporary holds on accounts with excessive refunds
10.2 Consequences of Fraud
- Account suspension or termination
- Refund reversal and recovery
- Legal action for significant fraud
- Blacklisting from platform services
Fair Use Policy: While we honor genuine refund requests, misuse of our refund policy for personal gain is strictly prohibited and may result in account termination.
11. Customer Responsibilities
11.1 For Refund Eligibility
- Report issues within specified timeframes
- Provide accurate information and evidence
- Keep products in original condition for returns
- Cooperate with verification process
- Return products using provided return labels
11.2 Documentation Required
- Order number and transaction details
- Photos/videos of damaged or wrong items
- Service completion certificates (for services)
- Valid reason for return/refund request
12. Contact Support
For refund-related queries or to initiate a refund request:
- Self-Service: Use 'My Orders' section in app/website
- Live Chat: Real-time support available 24/7
- Phone Support: Dedicated refund helpline
- Email: refunds@zugaadoo.com
Customer First: Our goal is customer satisfaction. We work diligently to resolve refund requests quickly and fairly. Most refund requests are resolved within 24-48 hours.