Cancellation & Refunds Policy

At Orders Free, we are committed to providing clarity and transparency regarding cancellations, returns, and refunds. Since we operate as a platform that facilitates orders on third-party e-commerce platforms (Amazon, Flipkart, and others) and not as a direct seller, our policy aligns with the policies of respective partner platforms.

1. Scope & Applicability

• This policy applies to all purchases made through Orders Free Services including linked accounts and auto-order features.
• Actual cancellation, refund, and replacement of products are governed by the seller’s/merchant’s policies (e.g., Amazon, Flipkart). Orders Free acts as an intermediary and facilitator only.

2. Cancellations

Users may request cancellation under the following conditions:

• If an order has been placed but not yet confirmed by the partner platform, cancellation may be initiated via Orders Free.
• If the order is already confirmed/dispatched, cancellation requests will be redirected to the respective e-commerce partner’s cancellation system.
• Auto-orders: If a product is auto-ordered through Orders Free using linked accounts and wallet, cancellation is subject to the same rules of the e-commerce platform.

Note: Orders Free cannot guarantee successful cancellation once the order has been processed by the seller.

3. Refunds

Refunds are governed by the refund policies of the respective partner platforms. Orders Free does not directly refund product payments, except in cases related to wallet or payment gateway issues.

Scenario	Responsibility	Refund Timeline
Order cancelled before seller dispatch	Partner platform (Amazon/Flipkart)	As per partner policy (usually 3-7 working days)
Order delivered but returned by user	Partner platform	As per return/refund policy of seller
Auto-order placed via Orders Free but cancelled at partner	Partner platform (refunds to original source)	As per partner policy
Wallet top-up failed but amount deducted	Orders Free / Payment Gateway	5–10 business days (after verification)
Duplicate wallet transaction due to system error	Orders Free	5–7 business days (after validation)

4. Returns & Replacements

• Returns and replacements are handled directly by the seller/merchant as per their terms.
• Orders Free will provide a redirect or link to initiate return/replacement requests through the partner platform.
• Return eligibility (e.g., defective, wrong product, damaged item) is determined by the seller’s return policy.

5. Wallet & Payment Issues

• Wallet Top-ups: If wallet top-up fails but funds are deducted, refunds will be processed via the payment gateway within 5–10 business days.
• Auto-order Deductions: If an auto-order is cancelled at the partner platform, the refund will be credited back to the source account (bank/UPI/card) used via wallet/payment gateway.
• Cash on Delivery (COD): Refunds for COD orders (if returned) are managed by the partner platform and not by Orders Free.

6. Non-Refundable Scenarios

• Products that are marked as “non-returnable” or “non-refundable” by the seller.
• Services, subscriptions, or premium features activated on Orders Free.
• Rewards, scratch cards, royalty points once redeemed or expired.
• Delayed refunds due to bank/payment gateway issues outside Orders Free’s control.

7. Dispute Resolution

If a dispute arises regarding refunds or cancellations:

• First, the user must contact the respective e-commerce partner for product/order disputes.
• For wallet, payment gateway, or platform-related issues, contact Orders Free support at support@ordersfree.com.
• If unresolved, escalation may be made to the Grievance Officer (details below).

8. Grievance Officer

Name: [Orders Free Team]
Email: Support@ordersfree.com

Complaints will be acknowledged within 48 hours and resolved within 30 days, as per applicable guidelines under the Consumer Protection (E-Commerce) Rules, 2020.

9. Processing Timelines

Refund Type	Processing Time	Method
UPI/Net Banking	2-3 business days	Original payment method
Credit/Debit Card	5-7 business days	Original payment method
Wallet Refund	24 hours	Orders Free wallet

10. Customer Support

Support Hours: Monday to Saturday, 9:00 AM to 6:00 PM IST
Email: support@ordersfree.com
Response Time: Within 24 hours for refund queries
Escalation: Unresolved issues escalated to senior management within 48 hours

11. Governing Law

This Cancellation & Refund Policy shall be governed by the laws of India. Any disputes will be subject to the jurisdiction of Bihar courts. We comply with Consumer Protection Act 2019 and RBI guidelines for payment services.

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