1. Vendor-Controlled Cancellation Terms
- Cancellation eligibility, cut-off time and category restrictions are defined by each vendor and must be disclosed to customers before checkout.
- After a vendor-defined processing/dispatch stage, cancellation may be restricted or unavailable subject to applicable law.
- Customers are responsible for reviewing listing-level cancellation terms before placing an order.
2. Refund Processing Responsibility
- Refund approval, amount computation and timeline are the responsibility of the vendor because payments are transacted directly between customer and vendor.
- Aikya Mart does not hold customer funds, does not operate as payment aggregator/escrow and does not directly settle refunds.
- Where refund is approved, the vendor must process the refund through the original or legally permitted payment mode.
3. Evidence, Timelines and Customer Communication
- Vendors may require order reference, transaction proof, delivery evidence, product evidence and issue description before deciding cancellation/refund claims.
- Vendors should communicate final decision and reason to the customer within a commercially reasonable time under applicable law.
- Delayed or non-responsive handling may trigger platform-level review and enforcement.
4. Platform Escalation and Enforcement
- Customers should first seek direct resolution with the vendor; unresolved matters may be escalated through Aikya Mart grievance channels.
- Aikya Mart may review records, request additional documentation and apply actions including warnings, listing restrictions, temporary suspension or account termination for policy breaches.
- Aikya Mart does not adjudicate courts of law; statutory rights and legal remedies remain available to users under applicable law.