பணத்திருப்பக் கொள்கை

1.1 Scope

This Refund Policy applies to all Customers using the Platform, in respect of cancellations, returns, refunds, replacements and exchanges in connection with goods sold through the goods Modules and (in the limited respects described in Clause 7) services accessed through the Service Marketplace.

1.2 Three Distinct Refund Mechanisms

Refunds on the Platform fall into three distinct mechanisms, each governed by a different contract between different parties. It is important to know which mechanism applies to your situation, because the timelines, the parties responsible and the remedies available differ.

(a) Goods marketplace refunds (B2B Marketplace, B2C Marketplace and Global Sourcing). The contract of sale is between you and the Vendor or the Global Sourcing Partner. Bizzibo facilitates payment collection through nodal or escrow accounts authorised by the Reserve Bank of India and processes refunds from those accounts in accordance with this Refund Policy and the Vendor Agreement (or, in the case of Global Sourcing, Schedule G to the Vendor Agreement). The mechanism for goods refunds is described in Clauses 3 to 6.

(b) Service marketplace refunds. The contract for services is between you and the Service Provider directly. Bizzibo does not collect payment for services rendered by Service Providers, does not facilitate service payments, and does not process service refunds. Any refund matter in respect of services rendered by a Service Provider is between you and the Service Provider — see Clause 7 for what this means in practice and for the assistance Bizzibo will provide through its grievance mechanism.

(c) Service Provider subscription refunds. Service Providers pay Bizzibo subscription fees for access to the Service Marketplace. The handling of those subscription-fee refunds is a matter between Bizzibo and the Service Provider, governed by the Service Provider Agreement. It is not a Customer matter and is not covered by this Refund Policy.

3.1 Inspection Period and Return Window

When you receive goods purchased through the B2B Marketplace, the B2C Marketplace or the Global Sourcing module, you are entitled to: (a) inspect the goods within an Inspection Period of four (4) days commencing from the date of confirmed delivery; and (b) raise a return, replacement or refund request within a Return Window of seven (7) days commencing from the date of confirmed delivery (or such longer period as may be required by Applicable Law for specific categories of goods, or as may be set out on the Listing). For practical purposes, the Inspection Period is the period during which we expect Buyers to identify any issue with the goods, and the Return Window is the outer period within which a return must be initiated. Failure to initiate a valid return within the Return Window shall be treated as irrevocable acceptance of the goods, save to the extent contrary to Applicable Law.

3.2 Eligible Reasons for Return or Refund

Returns or refunds are accepted in cases that include: (a) damaged goods on receipt; (b) defective goods (including manufacturing defects); (c) goods not matching the description, specifications, images or attributes shown on the Listing; (d) incorrect goods delivered (wrong product, wrong size, wrong colour, wrong quantity); (e) expired or short-dated goods (where applicable); (f) tampered packaging on receipt; (g) goods otherwise non-conforming to the contract of sale; and (h) such other circumstances as may be required under Applicable Law or as may be set out on the relevant Listing.

3.3 Categories Subject to Limited or No Returns

Certain categories of goods are, by their nature, subject to limited or no returns once correctly delivered, save where the goods are damaged, defective or non-conforming (in which case Clause 3.2 applies). Such categories include (without limitation): (a) perishable goods (including food, fresh produce, flowers); (b) goods customised, personalised or made-to-order for the Buyer; (c) personal hygiene goods, intimate apparel, and certain cosmetics where opening or use raises hygiene concerns; (d) digital goods, downloadable content and licences once activated, downloaded or used; (e) sealed media (books, audio, video, software) where the seal has been broken; (f) prescription medications and other regulated products where return is restricted under Applicable Law; and (g) such other categories as may be specifically marked “non-returnable” on the relevant Listing in compliance with Applicable Law.

Nothing in this Clause 3.3 limits any statutory right you may have, including under the Consumer Protection Act and the Sale of Goods Act, 1930, in respect of goods that are damaged, defective or non-conforming. Where goods within these categories are received damaged, defective or non-conforming, Clause 3.2 applies and a return, refund or replacement remains available.

3.4 Condition of Returned Goods

To be eligible for return or replacement, goods (other than those that are damaged, defective or non-conforming) should be returned: (a) in their original condition, with all original tags, labels, accessories, manuals, documentation, freebies and packaging; (b) unused (save for inspection); and (c) along with proof of purchase (such as the invoice or order number). Where the returned goods are not in the foregoing condition, the Vendor or the Global Sourcing Partner (as the case may be) may, in accordance with the Vendor Agreement and Applicable Law, decline the return, accept it with a deduction representing the diminution in value, or offer a partial refund.

4.1 How to Initiate a Request

Within the Return Window, you may initiate a return, refund or replacement request through (a) the in-account self-service tools available on the Platform (the recommended channel); (b) the in-product help centre; or (c) by writing to the customer support address in Clause 13. Your request should include the order reference, the reason for the return, the resolution you are seeking (refund, replacement or exchange, where available), and any supporting evidence (such as photographs of damage, packaging or product condition) that you have.

4.2 Acknowledgment and Decision

We will acknowledge receipt of your request as soon as practicable and, in any event, within twenty-four (24) hours of receipt. The decision on your request — acceptance, partial acceptance, request for additional information, or rejection with reasons — will be communicated as soon as practicable, and in any event within seventy-two (72) hours of receipt of all information reasonably necessary to assess the request. Where the request is accepted, we will provide instructions for reverse logistics under Clause 4.3 and the timeline for the refund under Clause 6.

4.3 Reverse Logistics

Where a return is accepted, the goods will be collected from the address you specify, or you will be asked to drop off the goods at a designated point, depending on the Vendor’s operating model and the geography. Where the return is on account of a reason in Clause 3.2 (damage, defect, non-conformity, wrong product or similar Vendor- or Global Sourcing Partner-attributable cause), reverse logistics costs are borne by the Vendor or the Global Sourcing Partner, with no cost to you. Where the return is on account of a Buyer-attributable reason that is nonetheless eligible (for example, change of mind on a category that permits returns), reverse logistics costs may be deducted from the refund as set out on the relevant Listing or as notified at the time of acceptance of the return.

4.4 Inspection of Returned Goods

On return, the goods may be inspected by the Vendor, the Global Sourcing Partner or its authorised inspection agent for confirmation of condition and consistency with the return reason. Where inspection reveals that the goods are not as stated in the return request — for example, where damage was caused after delivery, where parts are missing, or where the return reason is unsubstantiated — we may, in accordance with the Vendor Agreement and Applicable Law, return the goods to you, decline the refund, or offer a partial refund. Where you disagree with the inspection outcome, you may raise a grievance under Clause 12.

5.1 Availability

Where eligible, you may elect to receive a replacement of the original product (same SKU) instead of a refund. Exchange for a different SKU may be available where the Vendor offers it on the relevant Listing; otherwise, the procedure is to return the original goods for a refund and place a fresh order for the desired SKU.

5.2 Replacement Process and Timeline

Where a replacement is approved, dispatch of the replacement goods will follow the standard fulfilment timeline applicable to the product on the Listing. We will notify you when the replacement is dispatched and will share the tracking link, where available.

5.3 Where Replacement is Not Available

If the original product is no longer available (for example, because it is out of stock, has been discontinued, or has been withdrawn from sale by the Vendor for any reason), the request will be processed as a refund under Clause 6 instead of a replacement, and you will be notified of the change.

6.1 Standard Timeline

Where a refund is approved, we will issue the refund instruction to the relevant payment channel within two (2) Business Days of approval. The refund will be credited to your original payment instrument within seven (7) Business Days of approval (the “Standard Timeline”). The Standard Timeline includes our internal processing time and the typical settlement time of payment aggregators, payment gateways, banks and card networks.

6.2 Outer Cap

Where, for reasons attributable to banking, payment infrastructure, statutory holds, regulatory directions, system reconciliation or similar circumstances beyond our reasonable control, the Standard Timeline cannot be met, the refund will, in any event, be credited within fourteen (14) Business Days of approval (the “Outer Cap”). Where the Outer Cap is exceeded, we will (a) communicate the reason for the delay; (b) provide an estimated revised timeline; and (c) keep you informed until the refund is credited.

6.3 Refund Method

Refunds are credited to the original payment instrument used for the Transaction, save in the following cases:

(a) Cash on Delivery (COD) orders — refunded by direct credit to the bank account that you nominate (we will request bank account details by a secure channel; please do not share these in unencrypted email or chat);

(b) Where the original payment instrument is closed, blocked, expired or otherwise unavailable — refunded by such alternative method as we may notify, after appropriate verification of your identity;

(c) Where you elect, with our agreement, to receive the refund as Bizzibo wallet credit, gift card credit or store credit — such credit shall be subject to the terms applicable to the relevant credit, including any expiry, capping and use restrictions; and

(d) Where Applicable Law requires a different method.

6.4 Refunds in Indian Rupees

Refunds are paid in Indian Rupees, in the same Indian Rupee amount as was charged at the time of the Transaction (subject to any deductions notified at the time of acceptance of the return). Where a Customer’s payment was made in a foreign currency through a foreign card or wallet, the conversion to and from Indian Rupees is governed by the rules of the relevant payment instrument and bank, and any foreign exchange differential between the date of payment and the date of refund is not borne by Bizzibo, the Vendor or the Global Sourcing Partner.

6.5 Promotional Discounts and Vouchers

Where the cancelled or returned Transaction had the benefit of a promotional discount, voucher, coupon or store credit, the refund shall be calculated on the net amount actually paid (after the discount). Where the original Transaction was paid in part with a voucher, gift card or store credit, that portion of the refund shall be returned to the original credit form (subject to expiry rules and the terms of the relevant credit), and the cash portion shall be refunded to the original payment instrument as described in Clauses 6.1 to 6.3.

6.6 Statutory Compliance

The Standard Timeline and the Outer Cap operate without prejudice to any shorter timeline that may be required under Applicable Law, including under directions issued by the Reserve Bank of India in respect of payment aggregators and payment gateways, the E-Commerce Rules, and the Consumer Protection Act.

7.1 The Position

Bizzibo does not collect payments in respect of services rendered by Service Providers. Bizzibo does not charge a commission on services. Bizzibo is not a party to the contract for services between you and the Service Provider. Accordingly, Bizzibo does not facilitate, process, decide on, or pay refunds in respect of services rendered by a Service Provider. Any refund matter in respect of services is between you and the Service Provider directly, and must be raised with the Service Provider.

7.2 Why It Works This Way

The Service Marketplace is a directory and discovery platform. When you initiate a Lead, your contact details and your requirement are shared with the Service Provider, who then responds to you directly. The price, the scope of work, the payment method, the schedule of payments, and any cancellation, refund or warranty terms are agreed between you and the Service Provider on terms that they (and you) propose. Because Bizzibo is not in that money flow, we cannot — and do not — hold any funds against which a refund could be made.

7.3 What Bizzibo Will Do

While Bizzibo cannot process a service refund, we will assist you in the following ways. (a) If you have a complaint about a Service Provider — about the quality, the timeliness, the price, a refund issue, the conduct of the Service Provider, or anything else — you can raise the complaint with us through the grievance mechanism in Clause 12 and the Content Moderation Policy. (b) We will route the complaint to the Service Provider and ask the Service Provider to respond, and we will share the response with you. (c) Where the complaint indicates a violation of the Service Provider Agreement (for example, persistent customer complaints, fraud, deceptive listings, anti-circumvention concerns), we may take action against the Service Provider under the Service Provider Agreement, including warning, content removal, listing suspension or termination of the Service Provider’s account on the Platform. (d) We may also take action to update or restrict the Service Provider’s display, search ranking or category eligibility based on patterns of complaints. (e) None of the foregoing involves Bizzibo paying a refund to you in respect of services.

7.4 Customer Diligence Reminder

Before engaging a Service Provider — particularly for services involving meaningful payments, advance deposits, deferred performance or specialised expertise — you are encouraged to (a) verify the Service Provider’s qualifications, references and previous customer reviews; (b) agree on the scope of work, the price, the schedule of payments, and the cancellation and refund terms in writing (or through the in-product chat) before paying; (c) avoid making large advance payments before any work has been performed; and (d) keep records of communications, agreements and proof of payment.

7.5 Service Provider Subscription Refunds (Out of Scope)

Subscription fees paid by Service Providers to Bizzibo for access to the Service Marketplace are governed by the Service Provider Agreement (Clause 9 and Schedule A.7 thereof). The handling of those subscription-fee refunds is a B2B matter between Bizzibo and the relevant Service Provider, and is not addressed by this Refund Policy.

8.1 Cancellation by You Before Dispatch

On the goods Modules, you may cancel an order at any time before the goods are dispatched, using the cancel-order tools in your account or by writing to customer support. Where dispatch has not yet occurred, the cancellation is treated as a full cancellation and a refund is processed in accordance with Clause 6. Some Listings may charge a small order-processing fee where cancellation is effected after a particular operational step (for example, after picking and packing); any such fee will be disclosed at or before the point of cancellation.

8.2 Cancellation by You After Dispatch

Where the goods have been dispatched but not yet delivered, cancellation may not be possible at your end. You may, depending on the operational stage and the Vendor’s policy, refuse delivery on receipt; in such case, the goods will be returned to the Vendor and a refund will be processed in accordance with Clause 6 (less reasonable two-way logistics costs where applicable to your Listing). Once the goods are delivered, cancellation is no longer applicable; the matter is treated as a return, refund or replacement under Clauses 3 to 6.

8.3 Cancellation by Vendor or Global Sourcing Partner

A Vendor or a Global Sourcing Partner may cancel an order in limited circumstances, including (without limitation): (a) stock-out or unavailability of the product; (b) errors in price, description or specifications detected after order placement; (c) failure of the Buyer’s identity, address or other order-related verification; (d) suspected fraud, abuse or abnormal ordering patterns; (e) regulatory or legal restrictions affecting the Listing; or (f) other operational reasons set out in the Vendor Agreement. Where the Vendor or Global Sourcing Partner cancels the order, we will notify you, and a full refund of the cancelled amount will be processed in accordance with Clause 6.

8.4 Cancellation by Bizzibo

Bizzibo may, in its discretion, cancel an order or hold a Transaction where it reasonably believes that (a) the order is associated with suspected fraud, anti-money-laundering risk or sanctions exposure; (b) the order violates these Platform Policies, the Refund Policy, the Vendor Agreement or Applicable Law; (c) Bizzibo is required to do so by a regulatory direction or court order; or (d) the listing or pricing displays a manifest error that the Buyer ought reasonably to have identified. Where Bizzibo cancels the order, we will notify you and (save in cases of suspected fraud or as required by law enforcement) a full refund of the cancelled amount will be processed in accordance with Clause 6.

9.1 Pre-Dispatch Cancellation

Where you have placed a Global Sourcing order and the order has not yet been confirmed for shipment from the country of origin, you may cancel the order without charge in accordance with the Listing terms, and a full refund will be processed in accordance with Clause 6. After international dispatch has commenced, cancellation is generally not possible because customs and shipping processes have begun; in such cases, the matter is treated as a return on the Indian leg under Clause 9.4 (subject to eligibility under Clause 3).

9.2 Pooling Procurement — MOQ Failure Refund

Where you have participated in a Pooling Procurement Listing (because individual Buyer demand is below the supplier’s minimum order quantity), your payment is held in a nodal account and is not transferred to the Global Sourcing Partner unless and until the minimum order quantity for the pool is met within the pool deadline disclosed at the time of order placement. If the minimum order quantity is not met by the pool deadline, your payment will be refunded in full to the original payment instrument within seven (7) Business Days of the pool deadline, in accordance with Schedule G to the Vendor Agreement. The pool deadline, the minimum order quantity and the refund mechanism are disclosed at the point of order placement on each Pooling Procurement Listing.

9.3 Delay Cancellation Right (30-Day Rule)

Where the actual delivery of a Global Sourcing order exceeds the estimated delivery date stated at the time of order placement by more than thirty (30) days for reasons attributable to the Global Sourcing Partner or its supplier, you may, by written notice, cancel the order. Where you exercise this right and cancellation is processed, a full refund of the cancelled amount will be issued in accordance with Clause 6. This right is in addition to any rights you have under the Consumer Protection Act and other Applicable Law.

9.4 Returns — Indian Leg Only

Returns under the Global Sourcing module are governed by Clauses 3 to 6 and are limited to the Indian leg of the supply chain. You will not be required to deal with reverse logistics to the country of origin. The Global Sourcing Partner accepts eligible returns to its Indian premises, and the refund will be issued from the Indian leg of the payment in Indian Rupees in accordance with Clause 6.

9.5 Customs Duties and Other Government Dues

Where you cancel a Global Sourcing order or initiate a return, and customs duties, anti-dumping duties, integrated goods and services tax (IGST) or other government dues have already been paid into the relevant treasury, recoverability of those amounts is governed by Applicable Law and the procedures of the relevant authority. Where such amounts are not recoverable, the refund payable to you may be net of such non-recoverable government dues, and we will explain the calculation at the time of refund. Where the relevant amounts are recoverable on application (for example, customs duty drawback), the Global Sourcing Partner will, where lawful and reasonably practicable, pursue recovery and credit the recovered amounts to you in accordance with Clause 6.

9.6 Foreign Exchange

All Global Sourcing prices are quoted in Indian Rupees as a landed cost, with foreign exchange risk between order placement and final settlement allocated to the Global Sourcing Partner under Schedule G to the Vendor Agreement. Refunds are paid in Indian Rupees in the same Indian Rupee amount as the relevant Transaction, in accordance with Clause 6.4.

10.1 What is a Chargeback

A chargeback is a payment dispute initiated by a Customer with the issuing bank or card network in respect of a Transaction, typically claiming that the Transaction was unauthorised, that the goods were not received, or that there is some other defect with the Transaction. Chargebacks are governed by the rules of the relevant card network, payment aggregator and bank.

10.2 Use the Refund Policy First

Where you have a refund-related issue, the most efficient route is the refund mechanism under this Refund Policy. We strongly recommend that you raise the issue with us first — we are usually able to resolve genuine refund issues faster than the chargeback process, which can take several weeks and may require additional documentation. The grievance mechanism in Clause 12 is also available.

10.3 Where a Chargeback is Initiated

Where a chargeback is initiated, we may (a) request information from you to assist in responding to the chargeback; (b) communicate with the relevant payment aggregator, bank or card network; and (c) hold or reconcile related amounts in accordance with the Vendor Agreement. Where a chargeback is upheld, the corresponding amount is recovered by the bank from the payment aggregator and reconciled with the relevant Vendor or Global Sourcing Partner under the Vendor Agreement; in such case, no further refund is paid to you in respect of the same Transaction. Where the chargeback is denied, you may pursue the matter through this Refund Policy or through the grievance mechanism in Clause 12.

12.1 First-Line Grievance

If you are not satisfied with the handling of a refund — including a decision on eligibility, the calculation of a refund amount, the timeline of credit, the deduction of any reverse logistics or processing fee, or the handling of any related communication — please raise a grievance with us through the channels in Clause 13, or with the Grievance Officer designated under the Intermediary Rules and the E-Commerce Rules. We will acknowledge receipt of your grievance within twenty-four (24) hours and will work towards resolution within fifteen (15) days, in accordance with the timelines set out in the Terms of Use.

12.2 Where the Grievance is Not Resolved

Where the grievance is not resolved through the internal mechanism within the applicable timeline, or to your satisfaction, you have the routes available to you that are described in Clause 20.2 of the Terms of Use, including (a) approaching the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, which is generally the most accessible and cost-effective forum for refund-related Disputes; (b) approaching any other competent court, tribunal, regulator or authority exercising jurisdiction under Applicable Law; or (c) for matters falling outside the jurisdiction of the Consumer Disputes Redressal Commission or any specialised statutory forum, approaching the competent civil courts in accordance with Clause 21 of the Terms of Use.

12.3 No Foreclosure of Statutory Rights

Nothing in this Refund Policy or in the procedures described in this Clause 12 forecloses, limits or in any way reduces (a) any right or remedy you have under the Consumer Protection Act or any other consumer protection law of India that is not capable of being limited or excluded by contract; (b) any right of grievance redressal you have under the DPDP Act or (c) any right to approach any other competent court, tribunal, regulator or authority. The internal mechanism in Clause 12.1 is a first-line mechanism designed for prompt resolution; it is not, and is not intended to be, exclusive or final for any consumer dispute.

13.1 Updates to this Refund Policy

We may amend this Refund Policy from time to time. Where the changes are material and adverse to your interests, we will notify you through the Platform, by email or by other reasonable means at least fifteen (15) days before the changes take effect, save where shorter notice is required by Applicable Law or by a regulatory direction. Where the changes are not adverse to you, we will publish the updated Refund Policy on the Platform with a revised effective date. The version of the Refund Policy applicable to a particular Transaction is the version in force at the time the Transaction was placed.

13.2 Contact

BIZZIBO INDIA Private Limited

(operator of the Bizzibo Platform)

Registered Office: Sunshine Buildings, Manakala P.O Adoor Pathanamthitta Kerala India - 691551

CIN: U62091KL2026PTC104463

23.1 Grievance Officer (Intermediary Rules and E-Commerce Rules)

Mr Akhil KV

Email: grievance_officer@bizzibo.com

Postal: Grievance Officer, Sunshine Buildings, Manakala PO Adoor Pathanamthitta Kerala -691541, marked “Grievance Officer”.

23.2 Nodal Officer

Mr Kishore NK

Email: nodel_officer@bizzibo.com

Postal: Nodal Officer, Sunshine Buildings, Manakala PO Adoor Pathanamthitta Kerala -691541, marked “Nodal Officer”.

23.3 Data Protection Officer

Mrs Lidiya Sujith

Email: [dataprotection_officer@bizzibo.com ]

Postal: Data Protection Officer, Sunshine Buildings, Manakala PO Adoor Pathanamthitta Kerala -691541, marked “Data Protection Officer”.

23.4 General Customer Support

Mrs Joythi P Jayan

Help centre: +91-7025012121

Email: support@bizzibo.com