Return & Refund Policy

Kutoot Innovations Private Limited (“Kutoot Innovations Private Limited”, “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 Innovations Private Limited, you agree to this Policy.

All transactions made through Kutoot Innovations Private Limited:

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

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

Kutoot Innovations Private Limited 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 Innovations Private Limited 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 7–10 working days

Where a Merchant agrees to provide a refund:

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

Kutoot Innovations Private Limited 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 Innovations Private Limited support.

Users are encouraged to:

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

Kutoot Innovations Private Limited may:

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

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

Kutoot Innovations Private Limited reserves the right to:

• Reject refund requests
• Reverse benefits
• Suspend accounts

in cases of:

• Fraudulent activity
• Abuse of refund policies
• Repeated misuse

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

Kutoot Innovations Private Limited 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 Innovations Private Limited 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 Innovations Private Limited 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: