1. Overview

This Refund Policy explains when and how refunds are handled for orders placed through On Cleaning Duty (OCD). It should be read together with our Terms & Conditions and Cancellation Policy.

OCD operates as a marketplace connecting customers with independent Partner Stores and Delivery Partners. Refund eligibility depends on the order status, payment method, and nature of the issue.

2. Payment Methods & Refund Applicability

Note: The customer app currently places orders on Pay on Delivery (COD) basis. Online payment at checkout may be enabled in the future, and this policy will apply accordingly.

3. General Refund Principles

3.1 No Automatic Refunds on Cancellation

When you cancel an order through the app, the system does not automatically initiate a refund. Cancellation updates the order status to "Cancelled" but does not trigger payment reversal.

1. COD (unpaid): No financial action is needed.
2. COD (paid) or Online (paid): Contact support to request a refund review.

3.2 Final Billing Adjustments

Your order total shown at checkout is an estimate. The final bill may change after garments are verified at pickup or at the store (via store change requests for COD unpaid orders). Refunds or additional charges are adjusted against the final amount, not the estimate.

3.3 Special Instructions

As stated at checkout: "Refunds or order changes related to special requests may not be possible" once garment processing has begun.

4. Refund Scenarios

4.1 Order Cancelled by Customer

4.2 Order Cancelled by Partner Store

If the Partner Store cancels your order (e.g., all items rejected, store unable to process):

1. COD (unpaid): No charge — no refund needed.
2. COD (paid) or Online (paid): Full refund of amount paid, processed via support within 7–14 business days.

4.3 Order Cancelled Due to Store Change Request

If you reject a store change request (item modifications or rejections), your order is automatically cancelled:

1. COD (unpaid): No charge.
2. If payment was collected before the change request: contact support for refund review.

4.4 Order Cancelled by System (Expired Change Request)

If a store change request expires after 5 minutes without your response, the order may be automatically cancelled. Refund treatment is the same as Section 4.3.

4.5 Order Cancelled by Delivery Partner

If a delivery partner cancels your order, contact support for refund review based on order status and payment collected.

5. Service Quality Issues

If you are dissatisfied with the cleaning service, raise a support ticket through the app under the relevant category:

Service issues:

1. Unhappy With Service
2. Color Fade / Run / Touch
3. Instructions Not Followed
4. Garment Stained
5. Texture Lost
6. Other

Pickup issues:

1. Pickup Not Done, Pickup Delayed, Pickup Boy Misconduct, Other

Delivery issues:

1. Delivery Not Done, Delivery Delayed, Delivery Boy Misconduct, Missing Item, Missing Accessories, Wrong Delivery, Other

Resolution Process

1. Submit a support request with order ID, description, and supporting images.
2. Our support team investigates with the Partner Store and/or Delivery Partner.
3. Resolution may include: partial refund, full refund, re-service (re-cleaning), store credit, or no action — depending on findings.

Timeline: Support requests are reviewed within 3–5 business days. Refunds, if approved, are processed within 7–14 business days.

6. Re-Delivery & Overstay Charges

6.1 When Charges Apply

If delivery fails and your order is returned to the store, you must pay re-delivery and/or overstay charges to schedule a new delivery:

Charges are tiered by order value and configured per city/zone in the admin panel.

6.2 Payment

Re-delivery charges must be paid online via Razorpay. Payment signature is verified server-side before re-delivery is scheduled.

6.3 Refund of Re-Delivery Charges

1. Re-delivery charges are generally non-refundable once payment is made and re-delivery is scheduled.
2. If re-delivery fails due to OCD/platform error (not customer unavailability), contact support for review.
3. If you do not schedule re-delivery within 30 days, the order may be subject to additional policies communicated by support.

7. Coupon & Discount Adjustments

1. If an order using a coupon is cancelled before fulfilment, the coupon may be restored at OCD's discretion (first-order and repeat-order coupons have specific usage rules).
2. Refunds are calculated on the actual amount paid, after coupon discounts.
3. Coupon value is not refunded as cash — only the net amount paid is eligible for refund.

8. Refund Method & Timeline

All refunds are subject to admin/support approval. You will be notified via push notification and/or phone once processed.

9. Non-Refundable Items

The following are generally not refundable:

1. Orders cancelled after pickup and processing has begun (unless service defect is proven).
2. Re-delivery/overstay charges once re-delivery is scheduled.
3. Express delivery surcharges for completed express orders.
4. Delivery and handling charges for orders where pickup was completed.
5. Orders where the customer was unavailable for delivery (Not Delivered due to customer unavailability).

10. How to Request a Refund

1. Open the OCD app → Profile → Support (or raise from Order Details).
2. Select the relevant issue category and provide:
3. Order ID
4. Detailed description of the issue
5. Supporting photographs (if applicable)
6. Our team will review and respond within 3–5 business days.

Alternatively:

1. Email: support@oncleaningduty.com
2. Phone: +91 8591530249

11. Disputes

If you are not satisfied with the refund decision, you may escalate by emailing support@oncleaningduty.com with your order ID and previous ticket reference. Final decisions rest with OCD management, subject to applicable consumer protection laws.

12. Policy Updates

OCD reserves the right to update this Refund Policy. Changes will be posted on the Platform with an updated effective date.