TROVEKRT.COM

RETURN, REFUND, CANCELLATION & EXCHANGE POLICY

1. Introduction

At Trovekrt.com, we strive to provide customers with a convenient, reliable, and satisfactory shopping and service experience.

This policy explains the conditions and procedures for returns, exchanges, cancellations, and refunds for services offered through the Trovekrt platform, including:

• E-Commerce

• e-Pharmacy

• Online Food Delivery

• Online Grocery Shopping

• Online Ride Booking

By placing an order or booking through Trovekrt, customers agree to the applicable provisions of this policy, subject to their statutory consumer rights.

2. General Return and Exchange Guidelines

1. Customers must inspect products upon delivery wherever reasonably possible.

2. Any complaint regarding damaged, defective, incorrect, incomplete, or missing products should be reported as soon as possible.

3. Customers may be required to provide photographs, videos, order details, or other reasonable evidence to help investigate a complaint.

4. Products must be returned in their original condition, packaging, and with accessories, where applicable.

5. Return and exchange eligibility depends on the nature of the product, service category, and applicable legal requirements.

6. No provision of this policy shall restrict any mandatory consumer right or remedy under applicable law.

3. E-Commerce Return and Exchange Policy

Customers may request a return, replacement, or refund in the following circumstances:

• The product received is damaged or defective.

• The wrong product or incorrect quantity has been delivered.

• The product is significantly different from its advertised description.

• The product is incomplete or missing essential accessories.

• The product is covered by an applicable return or replacement commitment.

Conditions:

• Return or replacement requests should generally be submitted within 7 days of delivery, or within the longer period disclosed for the relevant product.

• Products should be returned with original packaging, tags, accessories, and invoice, where applicable.

• Certain products, including personalized, perishable, hygiene-sensitive, or otherwise non-returnable products, may not qualify for a change-of-mind return, subject to applicable law.

• Manufacturer warranties will apply according to the relevant warranty terms.

Exchange: An exchange may be offered for an eligible product, subject to stock availability and seller approval.

4. e-Pharmacy Return and Refund Policy

Due to the sensitive nature of pharmaceutical products, medicine returns and exchanges are subject to applicable drug-control and pharmaceutical regulations.

Returns or refunds may be considered in circumstances such as:

• Incorrect medicine delivered.

• Damaged or tampered packaging at the time of delivery.

• Expired medicine delivered.

• Product quantity discrepancy.

• Delivery of a product different from the confirmed order.

Important Conditions:

• Medicines should not be returned or exchanged merely because the customer changes their mind, except where required by law.

• Opened, used, or improperly stored medicines may not be eligible for return.

• Prescription medicines will be handled in accordance with applicable legal requirements.

• Customers should not consume medicines with damaged, suspicious, or tampered packaging.

• All eligible medicine-related complaints will be reviewed by the authorized pharmacy partner.

Refunds or replacements will be processed only where legally permitted and after appropriate verification.

5. Online Food Delivery Return and Refund Policy

Food products are generally perishable and cannot be returned after delivery.

However, customers may request a refund or appropriate resolution in the following situations:

• Incorrect food item delivered.

• Missing items from the order.

• Food delivered in a damaged or compromised condition.

• Food quality or safety complaints.

• Order not delivered despite successful payment.

• Duplicate payment or incorrect billing.

Conditions:

• Complaints should preferably be reported within 2 hours of delivery.

• Customers may be requested to share photographs and order details.

• Refunds, replacements, or credits will depend on the nature of the complaint and verification.

• Food safety complaints will be escalated to the concerned restaurant or food business operator as appropriate.

Trovekrt reserves the right to investigate complaints before approving a resolution, without restricting mandatory consumer rights.

6. Online Grocery Return and Refund Policy

Grocery products may be eligible for returns or refunds in the following circumstances:

• Damaged or spoiled products.

• Expired products.

• Incorrect products delivered.

• Missing items or quantity discrepancies.

• Poor-quality or unsuitable products not matching the description.

Conditions:

• Complaints should preferably be reported within 24 hours of delivery.

• Photographs of the product, packaging, and invoice may be requested.

• Perishable products should be reported as soon as possible after delivery.

• Opened or used products may not qualify for return unless defective, damaged, unsafe, or otherwise eligible under applicable law.

Refunds or replacements will be considered after verification.

7. Online Ride Booking Cancellation and Refund Policy

Customers may cancel a ride booking according to the cancellation rules displayed at the time of booking.

Cancellation Conditions:

• Cancellation before driver assignment: Generally, no cancellation charge.

• Cancellation after driver assignment: A cancellation charge may apply if disclosed during booking.

• Driver cancellation: No cancellation charge to the customer.

• Driver fails to arrive or provide the booked service: Eligible customers may receive a refund of applicable charges.

• Completed rides: Refunds will generally not be provided for completed journeys, except in cases of incorrect billing, duplicate payment, service failure, or other valid grounds.

Any cancellation fees must be disclosed before the customer confirms the booking.

8. Order Cancellation Policy

Customers may request cancellation of orders or bookings through the app or customer support.

Cancellation eligibility may depend on the order status:

• Before confirmation: Cancellation will generally be permitted without charge.

• After confirmation but before processing: Cancellation may be permitted subject to the relevant service partner's policies.

• After dispatch or preparation: Cancellation may be restricted or charges may apply where lawfully disclosed.

• After delivery or completion: Cancellation is generally not available, but eligible return, refund, or complaint remedies remain available.

Trovekrt may cancel orders due to stock unavailability, partner unavailability, payment failure, suspected fraud, safety concerns, or other legitimate operational reasons. Customers will be informed, and eligible refunds will be initiated.

9. Refund Policy

Refunds will be considered in the following circumstances:

• Eligible product returns.

• Approved defective, damaged, or incorrect product complaints.

• Cancelled orders for which payment has already been collected.

• Failed or duplicate transactions.

• Undelivered orders or rides where a refund is applicable.

• Other circumstances where a refund is required by law.

Refund Processing:

• Refund requests will be reviewed and verified.

• Approved refunds will generally be initiated within 5–7 business days.

• The actual crediting time depends on the bank, payment gateway, or payment provider.

• Refunds will generally be made to the original payment method wherever feasible.

• Cash-on-delivery refunds may be processed through an approved alternative method after verification.

The customer will be notified about the refund status through the app, SMS, email, or other available communication channels.

10. Non-Returnable and Non-Exchangeable Products

Subject to applicable law, certain products may not be eligible for change-of-mind returns, including:

• Perishable food products.

• Fresh fruits and vegetables.

• Opened personal-care and hygiene products.

• Customized or personalized products.

• Products specifically marked as non-returnable before purchase.

• Medicines and pharmaceutical products, except where returns or remedies are legally required or permitted.

This list does not exclude returns or remedies for defective, damaged, expired, incorrect, unsafe, or misrepresented products where customers are entitled to them under applicable law.

11. How to Request a Return, Exchange or Refund

Customers can submit a request through the following procedure:

1. Open the Trovekrt mobile application.

2. Go to My Orders / My Bookings.

3. Select the relevant order or booking.

4. Choose the applicable option: Return, Exchange, Cancellation, or Refund.

5. Select the reason for the request.

6. Upload supporting photographs or documents, if required.

7. Submit the request for review.

Alternatively, customers may contact Trovekrt customer support using the details provided below.

12. Refund Rejection

A request may be rejected where:

• The complaint is not supported by sufficient evidence after reasonable investigation.

• The product has been damaged due to misuse or improper handling by the customer.

• The request falls outside an applicable disclosed return period and no statutory remedy applies.

• The customer provides false or misleading information.

• The request does not satisfy applicable eligibility requirements.

Any rejection will be communicated with the reason, subject to applicable law and consumer rights.

13. Promotional Offers and Discounts

Refunds for purchases made using promotional codes, coupons, cashback, or discounts will be calculated according to the actual amount paid and applicable offer terms.

Promotional benefits may be reversed or adjusted where a transaction is cancelled or refunded, subject to the disclosed offer conditions and applicable law.

14. Policy Modifications

Trovekrt reserves the right to modify this policy to reflect changes in business operations, services, technology, or legal requirements.

The revised policy will be published on the website and/or mobile application with an updated effective date. Changes will not affect statutory rights relating to transactions already completed.

15. Customer Support and Grievance Redressal

For return, exchange, cancellation, refund, or service-related complaints, please contact:

Platform: Trovekrt.com
Legal Entity: [Insert Registered Company Name]
Customer Support Email: [Insert Official Email Address]
Contact Number: [Insert Customer Care Number]
Registered Address: [Insert Registered Office Address]
Grievance Officer: [Insert Name and Designation]

We aim to acknowledge and resolve customer complaints within the timeframes prescribed by applicable law.

16. Legal Compliance

This policy is intended to operate in accordance with applicable Indian laws, including:

• Consumer Protection Act, 2019.

• Consumer Protection (E-Commerce) Rules, 2020, as amended.

• Digital Personal Data Protection Act, 2023, and applicable rules and commencement provisions.

• Applicable Drugs and Cosmetics laws and rules.

• Food Safety and Standards Act, 2006, and applicable regulations.

• Applicable motor vehicle and transportation laws.

Where this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

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