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Refund & Cancellation Policy

Mr Dhobi - Laundry Service Platform

1. Introduction & Overview

Welcome to the Refund & Cancellation Policy of Mr Dhobi, operated by Tattvan Enterprice. This policy outlines our terms and procedures for order cancellations, refunds, and compensation for service-related issues.

1.1 Our Commitment

We are committed to:

• Providing fair and transparent cancellation and refund processes
• Resolving customer concerns promptly and professionally
• Balancing customer satisfaction with operational sustainability
• Complying with Indian consumer protection laws

1.2 Policy Scope

This policy applies to:

• All orders placed through the Mr Dhobi mobile application
• All laundry and dry cleaning services provided through our platform
• All payment transactions processed via Razorpay

1.3 Related Documents

This policy should be read in conjunction with:

• Terms of Service - Governing overall use of the platform
• Privacy Policy - Covering data handling and privacy rights

In case of any conflict between this policy and the Terms of Service, the specific provisions of this Refund & Cancellation Policy shall take precedence for cancellation and refund matters.

1.4 Legal Compliance

This policy complies with:

• Consumer Protection Act, 2019 (India)
• Information Technology Act, 2000
• Payment and Settlement Systems Act, 2007
• RBI Guidelines on digital payments
• Google Play Store merchant policies
• Razorpay merchant requirements

1.5 Consumer Rights

2. Cancellation Policy

2.1 Customer-Initiated Cancellations

A. Before Agent Departs - FREE CANCELLATION ✅

No cancellation fees apply if:

• You cancel before the agent leaves for your location
• Agent has not yet started traveling to your address
• Order is still in "confirmed" or "pending pickup" status

How to Cancel:

Option 1: Via App

1. Open the Mr Dhobi App
2. Go to: Orders > Order Details
3. Tap "Cancel Order"
4. Confirm cancellation

Option 2: Via Phone

• Call: +91 7575855788
• Provide: Order number and registered mobile number
• Request cancellation

Option 3: Via Email

• Email: mrdhobidevs@gmail.com
• Subject: "Cancel Order - #[Your Order Number]"
• Include: Order details and reason for cancellation

Refund: Full refund processed within 5-7 business days if payment was already made.

B. After Agent En Route - FREE CANCELLATION ✅

Why Free Cancellation:

• We prioritize customer flexibility and satisfaction
• We cover the operational costs for an agent being en route

Refund: Full refund processed within 5-7 business days if payment was already made.

C. After Pickup - NO CANCELLATION ALLOWED ❌

Why No Cancellation After Pickup:

• Items are already in our possession and processing may have begun
• Operational costs have been incurred
• Service provider resources have been allocated

D. After Processing Starts - NO CANCELLATION ❌

Once processing (washing, dry cleaning, ironing, etc.) has begun:

• Cancellation is NOT allowed
• Items will be completed as per the original order
• Service charges apply in full

Recourse: If you're unsatisfied with service quality upon delivery, you may file a refund claim within 24 hours (see Section 3).

2.2 Company-Initiated Cancellations

We reserve the right to cancel your order in the following circumstances:

Reasons for Our Cancellation:

1. Service Provider Unavailability
   • No service providers available in your area
   • Agent unavailable due to emergency or operational constraints
2. Unsuitable Items
   • Items are prohibited, hazardous, or unsuitable for our services
   • Items violate our Terms of Service (see Terms Section 6 - Prohibited Items)
3. Customer Unavailability
   • Customer not available at scheduled pickup time after reasonable attempts
   • Multiple failed contact attempts
4. Force Majeure Events
   • Natural disasters, severe weather, floods, or earthquakes
   • Government lockdowns, curfews, or restrictions
   • Pandemics or public health emergencies
   • Any circumstances beyond our reasonable control
5. Technical or Pricing Errors
   • System glitches causing incorrect pricing
   • Payment gateway failures
   • Technical errors in order processing
6. Suspected Fraud or Violations
   • Fraudulent activity or suspicious order patterns
   • Violation of Terms of Service
   • Account security concerns

Refund for Our Cancellations:

If we cancel your order before pickup:

• Full Refund (100%) to your original payment method
• No cancellation fees charged
• Refund processed within 5-7 business days

If we cancel after pickup (due to unsuitable items discovered upon inspection):

• Refund of order amount minus pickup charges (if applicable)
• Items returned to you at no extra delivery cost

Notification:

You will be notified immediately via:

• In-app notification
• SMS to your registered mobile number
• Phone call (if necessary)

2.3 Failed Pickup Scenarios

Customer Not Available at Scheduled Time:

First Attempt:

• Agent arrives at scheduled time
• Agent attempts to contact you via phone
• Agent may wait up to 10-15 minutes
• If unavailable, pickup is rescheduled

Rescheduling:

• Free rescheduling for the first failed attempt
• Pickup rescheduled to next available slot
• You will be contacted to confirm new time

Second Failed Attempt:

• If you are unavailable again at the rescheduled time
• Order may be automatically cancelled
• Note: We currently do not charge a fee for a second failed attempt, but repeated failures may lead to account restrictions.

2.4 Rescheduling Requests

If you need to change the pickup time before the agent arrives:

How to Reschedule:

• Via App: Order Details > Reschedule Pickup
• Via Phone: +91 7575855788
• Via Email: mrdhobidevs@gmail.com

Rescheduling Fee:

• FREE for the first reschedule request
• Must be requested before agent departs
• Subject to availability of time slots

Note: Repeated rescheduling requests may affect future order prioritization.

3. Refund Policy

3.1 Eligibility for Refunds

You may be eligible for a refund in the following situations:

A. Service Quality Issues

• Items not cleaned properly or still have stains
• Items have unpleasant odor after service
• Ironing quality is unsatisfactory
• Service not completed as per order specifications

B. Damage to Items

• Items torn, ripped, or damaged during processing
• Color bleeding or fabric damage
• Shrinkage beyond reasonable limits
• Buttons, zippers, or embellishments broken or missing

C. Loss of Items

• Items missing at the time of delivery
• Incorrect items delivered
• Fewer items returned than picked up

D. Delayed Delivery (Significant)

• Delivery delayed beyond promised timeframe by more than 48 hours
• Applies only to cases where delay was NOT communicated in advance
• Partial refund at our discretion (typically 10-20% of order value)

E. Order Cancellation by Us

• Full refund if we cancel your order before processing (see Section 2.2)

3.2 Conditions for Refund Claims

Additional Requirements:

Provide Evidence:

• Clear photos of damaged or unsatisfactory items
• Detailed description of the issue
• Order receipt or confirmation
• Before-and-after photos (if applicable)

Retain Items:

• Keep the item(s) in question until claim is resolved
• Do not dispose of, wash, or alter damaged items
• Items may need to be inspected by our team

Contact Method:

• Email: mrdhobidevs@gmail.com
• Subject: "Refund Request - Order #[Your Order Number]"
• Include all required evidence and details

3.3 Refund Investigation Process

Step-by-Step Process:

1. Claim Submission (Day 0):
   • You submit your refund request with evidence
   • We acknowledge receipt within 24-48 hours
2. Investigation (Days 1-5):
   • Our team reviews your claim and evidence
   • We may contact you for additional information
   • We may arrange for item inspection (if necessary)
   • We consult with the service provider who handled your order
   • Investigation typically takes 3-5 business days
3. Decision (Day 5-7):
   • We notify you of the outcome (approved, partial approval, or denied)
   • If approved, we confirm refund amount and method
   • If denied, we provide reasons for the decision
4. Refund Processing (Days 7-14):
   • If approved, refund is initiated within 5-7 business days of decision
   • Refund processed through Razorpay to your original payment method
   • You receive a refund confirmation email with transaction details

Note: Bank processing times may vary. After we initiate the refund, it may take an additional 5-7 business days for the amount to appear in your account, depending on your bank or payment provider.

3.4 Refund Amount & Compensation

A. Full Refund (100%)

Granted when:

• Order cancelled before pickup (by you or us)
• Items completely lost by our fault
• Severe damage making items unusable
• Service not provided at all

B. Partial Refund (20-80%)

Granted when:

• Service quality issues (stains partially remain, minor dissatisfaction)
• Minor to moderate damage to items
• Delayed delivery (typically 10-20% refund)

Refund percentage determined based on:

• Severity of the issue
• Impact on item usability
• Our assessment of fault and negligence

C. Compensation for Lost or Severely Damaged Items

Maximum Liability Limits:

Example:

If you paid ₹200 to dry clean a dress and it's damaged:

• Maximum refund: ₹2,000 (10x service charge) or ₹1,500, whichever is lower
• In this case: ₹1,500 compensation (capped at per-item limit)

3.5 Situations Where Refunds Are NOT Granted

We do NOT provide refunds for:

• Pre-Existing Damage:
  • Damage, stains, or defects that existed before pickup
  • Issues not disclosed at the time of pickup
• Normal Wear and Tear:
  • Natural fading of colors over time
  • Fabric weakening due to age or repeated washing
  • Normal shrinkage within industry standards (typically 2-3%)
• Fabric Defects or Manufacturing Flaws:
  • Poor quality fabric that tears or shrinks excessively
  • Defective dyes or color fastness issues
  • Manufacturing weaknesses in garments
• Incorrect or Missing Care Labels:
  • Damage resulting from following incorrect care labels
  • Items without care labels or with faded/illegible labels
• Prohibited Items:
  • Items that should not have been submitted (as per Terms, Section 6)
  • Items exceeding our liability limits in value
• Items Left in Pockets:
  • Money, keys, jewelry, electronics, or other items left in pockets
  • We are NOT responsible for items not disclosed at pickup
• Claims Reported After 24 Hours:
  • Any claim submitted more than 24 hours after delivery
  • This is a strict policy to ensure prompt investigation
• Subjective Preferences:
  • "I don't like how it looks" without specific quality issues
  • Reasonable differences in service results
  • Unmet expectations beyond our service standards
• Consequential or Indirect Damages:
  • Lost business opportunities
  • Emotional distress or sentimental value
  • Costs incurred due to delay
  • We only compensate for direct item value (within limits)

3.6 Refund Methods

All refunds are processed through Razorpay to your original payment method:

Payment Method	Refund Destination	Typical Timeline
Credit/Debit Card	Same card	5-7 business days
UPI	Same UPI account	1-3 business days
Net Banking	Same bank account	5-7 business days
Wallets (Paytm, etc.)	Same wallet	1-3 business days

Note: We cannot process refunds to a different payment method or account than the one used for the original payment.

4. Appeals & Dispute Resolution

4.1 If Your Refund Claim is Denied

If your refund claim is denied and you believe the decision is unfair:

Step 1: Request Review

• Email: mrdhobidevs@gmail.com
• Subject: "Appeal Refund Decision - Order #[Your Order Number]"
• Provide: Additional evidence, reasoning, or information supporting your claim
• We will re-review your case within 3-5 business days

Step 2: Final Decision

• We will provide a final decision after review
• If still denied, we will provide detailed reasoning

4.2 External Dispute Resolution

If you are not satisfied with our final decision, you have the following options:

Consumer Court:

• File complaint under Consumer Protection Act, 2019
• Contact your local consumer forum or district consumer commission
• Jurisdiction: Bharuch, Gujarat (or your local jurisdiction as per law)

Arbitration:

• As per our Terms of Service (Section 18), disputes may be resolved through arbitration
• Arbitration location: Bharuch, Gujarat
• Governed by Arbitration and Conciliation Act, 1996

Contact Information:

Tattvan Enterprice
Shop 11, Rang Platinum Complex,
Sherpura, Dahej Bypass Road,
Bharuch, Gujarat - 392001
Email: mrdhobidevs@gmail.com
Phone: +91 7575855788

4.3 Our Commitment to Fair Resolution

We are committed to:

• Handling all disputes reasonably and in good faith
• Listening to customer concerns with empathy
• Re-evaluating decisions when new evidence is presented
• Balancing customer satisfaction with operational sustainability

While we protect our business interests, we also value customer relationships and will strive for fair outcomes.

5. Exchange Policy

5.1 No Product Exchange

We do not offer item exchanges because we provide services, not products.

You cannot:

• Exchange serviced items for different items
• Request different service type after completion
• Swap items after delivery

5.2 Re-Service Option: NOT AVAILABLE

Currently, we do NOT offer free re-service for quality issues.

Our Policy:

• If service quality is unsatisfactory and your claim is approved, we provide a refund (full or partial) at our discretion
• We do not offer free re-pickup and re-service

Exceptions:

• In rare cases of major service failures, we may offer re-service at our sole discretion
• This is handled on a case-by-case basis

6. Razorpay Payment Gateway Refunds

All payments and refunds are processed through Razorpay, our secure payment gateway partner.

6.1 Refund Processing via Razorpay

How It Works:

• All refunds are initiated through Razorpay's secure system
• Refunds processed to the same payment method used for the original transaction
• Razorpay handles the actual fund transfer to your bank/UPI/wallet

Refund Tracking:

• You will receive a Razorpay Transaction ID for your refund
• Track refund status in: App > Orders > Order Details > Refund Status
• You can also check your Razorpay account/email (if you have one)

Security:

• Razorpay is PCI-DSS Level 1 compliant (highest security standard)
• All transactions are encrypted and secure
• Your banking details remain protected

6.2 Payment-Specific Issues

For payment gateway technical issues (not related to our service):

• Contact Razorpay Support directly: support@razorpay.com
• Or visit: https://razorpay.com/support/

Examples:

• Refund credited but not showing in your account after 7 days
• Payment deducted twice due to gateway error
• Technical issues with payment processing

We will assist you in coordinating with Razorpay if needed.

7. Contact Information for Refunds & Cancellations

For any cancellation or refund assistance, please contact us:

Tattvan Enterprice

📧 Email: mrdhobidevs@gmail.com

• Cancellation Requests: Subject - "Cancel Order - #[Order Number]"
• Refund Requests: Subject - "Refund Request - Order #[Order Number]"

📞 Phone: +91 7575855788

📍 Address:
Shop 11, Rang Platinum Complex,
Hercules Gym, Sherpura,
Dahej Bypass Road, Gacl Colony,
Bharuch, Gujarat - 392001
India

🕒 Business Hours: 9:00 AM to 8:00 PM (Monday to Sunday)

⏱️ Response Time: Within 24 hours (we aim to respond as quickly as possible)

Information to Include in All Communications:

When contacting us, please provide:

• ✅ Order number (e.g., #MRD123456)
• ✅ Registered mobile number
• ✅ Clear description of your issue or request
• ✅ Supporting evidence (photos, screenshots, receipts - if applicable)
• ✅ Your preferred contact method (email, phone, WhatsApp)

Note: Providing complete information helps us resolve your request faster.

8. Amendments to This Policy

8.1 Right to Modify

We reserve the right to modify, update, or amend this Refund & Cancellation Policy at any time to:

• Adapt to changing business needs
• Comply with new laws or regulations
• Improve clarity and customer experience
• Address feedback and operational learnings

8.2 Notification of Changes

When we make changes to this policy:

• Updated "Last Modified" date will be displayed at the top of this document
• In-app notification for significant changes
• Email/SMS notification for material changes affecting your rights (e.g., reduction in refund timelines, changes to liability caps)

8.3 Effective Date

• Minor changes: Effective immediately upon posting
• Material changes: Effective 7 days after notification (or as specified)

8.4 Acceptance

Your continued use of Mr Dhobi services after changes are posted constitutes acceptance of the modified policy.

If you do not agree with changes, please discontinue using our services and contact us to close your account.

9. Final Provisions

9.1 Policy Priority

This Refund & Cancellation Policy is part of our Terms of Service. In case of any conflict between this policy and the general Terms of Service regarding refunds and cancellations, this policy takes precedence.

9.2 Consumer Rights Protection

Nothing in this policy limits or excludes your statutory rights under:

• Consumer Protection Act, 2019 (India)
• Indian Contract Act, 1872
• Other applicable Indian consumer protection laws

You retain all legal rights provided by law, including the right to approach consumer courts, dispute resolution forums, or pursue legal action.

9.3 Reasonableness & Good Faith

We commit to handling all cancellations, refunds, and disputes:

• Reasonably - Applying fair judgment to each case
• In good faith - With honest intent and without malice
• Professionally - With respect and courtesy
• Transparently - Providing clear explanations for decisions

We balance customer satisfaction with business sustainability and operational realities.

9.4 Governing Law

This policy is governed by the laws of India. Any disputes shall be subject to the jurisdiction of courts in Bharuch, Gujarat, India.

10. Legal Compliance Statement

This Refund & Cancellation Policy complies with:

• ✅ Consumer Protection Act, 2019 - Indian consumer rights and protection
• ✅ Information Technology Act, 2000 - Digital commerce regulations
• ✅ Payment and Settlement Systems Act, 2007 - Payment processing standards
• ✅ RBI Guidelines - Reserve Bank of India guidelines on digital payments and refunds
• ✅ Google Play Store Policies - Merchant and refund policy requirements
• ✅ Razorpay Merchant Requirements - Payment gateway compliance

We are committed to maintaining compliance with all applicable laws and regulations.

11. Acknowledgment

By using Mr Dhobi services, you acknowledge that:

• ✅ You have read and understood this Refund & Cancellation Policy
• ✅ You agree to abide by the terms, conditions, and timelines specified
• ✅ You understand the refund eligibility criteria and exclusions
• ✅ You acknowledge the 24-hour reporting window for claims
• ✅ You accept the maximum liability limits for compensation
• ✅ You understand your responsibilities as a customer

If you do not agree with this policy, please do not use our services.

Legal Disclaimer

This Refund & Cancellation Policy was last updated on November 6, 2024. Please review it periodically for updates and changes.

This policy is a legally binding part of your agreement with Tattvan Enterprice when using Mr Dhobi services.

Document Version: 1.0

Effective Date: November 6, 2024

Last Modified: November 6, 2024

Next Review Date: May 6, 2025 (6 months)

© 2024 Tattvan Enterprice. All rights reserved.

Mr Dhobi is a trademark of Tattvan Enterprice.