Return & Refund Policy

Kutoot Innovations Private Limited (“Kutoot”, “we”, “our”, or “us”) operates a technology-enabled merchant promotion and customer engagement platform that facilitates local commerce through digital incentives, transaction enablement, and promotional campaigns (the “Platform”).

This Return & Refund Policy (“Policy”) outlines how returns, cancellations, refunds, and related grievances are handled on the Platform.

By using Kutoot, you agree to this Policy.

All transactions made through Kutoot:

• Occur directly between the User and the Merchant
• Are facilitated through Kutoot’s technology platform
• Involve in-store purchases or services availed at Merchant locations

Kutoot enables payment processing and transaction validation but does not sell or deliver products/services unless explicitly stated.

All returns, cancellations, and service-related requests are managed directly by the respective Merchant to ensure efficient and accurate resolution.

Accordingly:

• Return or service requests should be raised directly with the Merchant
• Resolution will be handled through the Merchant’s store or designated support channels
• The Merchant’s individual return and service policies will apply

Kutoot facilitates the platform experience and does not directly process product returns or service-related refunds.

Kutoot handles refunds strictly for transaction-related scenarios, including:

• Failed transactions where payment is debited but not confirmed
• Duplicate payments
• Technical errors during payment processing
• Incorrect debits resulting from system issues

In such cases:

• Kutoot will review and verify the transaction
• Eligible refunds will be initiated to the original payment method
• Processing timelines are subject to the payment provider, typically within 5–7 working days

Where a Merchant agrees to provide a refund:

• The Merchant shall initiate or approve the refund
• Kutoot may facilitate the refund through the payment system
• Refund timelines depend on Merchant confirmation and PSP processing

Kutoot does not independently approve Merchant refunds.

The following are not eligible for refunds:

• Products or services already consumed or delivered
• Promotional benefits, stamps, or rewards
• Campaign participation benefits
• Platform or convenience fees (unless required by law)

All promotional rewards:

• Carry no monetary value
• Are non-transferable
• Cannot be exchanged for cash

If a payment is debited but:

• Transaction fails, or
• Service is not confirmed

Then:

• The amount is typically auto-reversed by the payment provider
• Timeline: 7–10 working days

If not reversed, users may contact Kutoot support.

Users are encouraged to:

1. Contact the Merchant directly for resolution
2. Reach out to Kutoot if the issue remains unresolved

Kutoot may:

• Coordinate with the Merchant
• Assist in communication and follow-up
• Review transaction details

Kutoot will make reasonable efforts to assist but does not guarantee outcomes for Merchant-related disputes.

Users must:

• Verify transaction details before payment
• Review Merchant policies
• Raise issues within a reasonable timeframe

Kutoot shall not be responsible for errors arising from incorrect user inputs.

Kutoot reserves the right to:

• Reject refund requests
• Reverse benefits
• Suspend accounts

in cases of:

• Fraudulent activity
• Abuse of refund policies
• Repeated misuse

Kutoot’s responsibility is limited to transaction facilitation and payment-related issues.

Kutoot shall not be liable for:

• Merchant refusal of returns or refunds
• Product/service quality issues
• Indirect or consequential losses

In accordance with applicable laws, Kutoot has appointed a dedicated Grievance Officer to address user concerns:

• Name: Mr. Arun Kumar
• Phone: +91 72597 77622
• Company: Kutoot Innovations Private Limited
• Email: legal@kutoot.com

For campaign-related concerns:

• Acknowledgement within 48 hours
• Resolution within 30 days

Kutoot may update this Policy from time to time.

Changes will be reflected with a revised “Last Updated” date.

Continued use of the Platform constitutes acceptance of the updated Policy.

For any queries or support, please reach out to us: