Refund Policy

1Overview

This Refund Policy explains how refunds, cancellations, returns, and payment issues are handled on the Grozho platform. It applies alongside our Terms of Service and Privacy Policy.

Grozho is a cloud-synchronized retail store management and delivery platform. It provides software tools to Shop Owners — including desktop billing software, a web admin dashboard, customer-facing mobile ordering apps, and a delivery application — and technology that enables customers to interact with Grozho-powered stores.

Because the platform serves two very different kinds of transactions, this policy is divided into two clearly separate parts: Customer order refunds (between a Customer and a Shop Owner) and Grozho subscription refunds (between a Shop Owner and Grozho).

2Two Different Refund Types

It is important to understand that there are two separate refund situations on the Grozho platform, and they are handled completely differently:

3Customer Order Refunds

When a Customer purchases products or services from a Shop Owner through a Grozho-powered store, the Shop Owner is responsible for the Customer's order, cancellation, refund, return, and exchange policy, subject to applicable law.

Grozho provides the technology and platform through which the transaction may take place. Grozho does not automatically establish a universal refund policy for every Shop Owner, and Grozho does not automatically refund Customers.

Whether a Customer is entitled to a refund depends on factors such as:

• •The Shop Owner's refund, return, and cancellation policy
• •The specific product or service purchased
• •The order status
• •The payment status and payment method used
• •The reason for the cancellation or refund request
• •Applicable consumer protection laws
• •Other applicable legal requirements

The Shop Owner determines the applicable refund process in accordance with their own policy and applicable law.

4Shop Owner Refund Policies

Each Shop Owner may have their own:

• •Return policy
• •Cancellation policy
• •Refund policy
• •Replacement policy
• •Exchange policy

Customers should review the relevant Shop Owner's policy before placing an order. The Shop Owner is responsible for communicating their applicable policy to Customers and for complying with applicable consumer protection and other laws.

Grozho does not automatically impose one universal refund, return, or exchange policy on every Shop Owner.

5Customer Refund Process

The general process for a Customer seeking a refund for an order placed with a Shop Owner is as follows:

1. 1The Customer contacts the relevant Shop Owner regarding the order.
2. 2The Customer provides the relevant order information.
3. 3The Shop Owner reviews the request.
4. 4The Shop Owner determines eligibility according to the Shop's applicable policy and applicable law.
5. 5If approved, the Shop Owner initiates or authorizes the refund using the available payment or refund mechanism.
6. 6Refund processing time may depend on the payment provider and the Customer's bank or UPI provider.

Grozho does not promise a specific refund processing time for Customer order refunds, as the timing depends on the Shop Owner and the payment provider involved.

6Grozho's Role in Customer Refunds

Grozho provides the technology and platform that enables Shop Owners to manage their stores and orders. Grozho is generally not the seller of products listed by independent Shop Owners.

Accordingly, generally speaking:

• •Product quality is the Shop Owner's responsibility
• •Product availability is the Shop Owner's responsibility
• •Order fulfillment is the Shop Owner's responsibility
• •Customer refunds are handled according to the Shop Owner's policy
• •Customer disputes should be raised with the relevant Shop Owner first

Nothing in this policy is intended to exclude or limit any responsibilities that Grozho may have under applicable law.

7Grozho Subscription Refunds

A Grozho subscription is a separate service purchased by the Shop Owner directly from Grozho. It is completely distinct from any transaction between a Customer and a Shop Owner.

Nothing in this section is intended to override mandatory refund rights or any other rights that cannot legally be excluded, limited, or restricted under applicable law.

8Unused Subscription Periods

If a Shop Owner cancels their Grozho subscription:

• Depending on the subscription system, the subscription may remain active until the end of the already-paid billing period.
• Cancellation does not automatically result in a refund.
• Unused days or months of a subscription do not automatically create a refund entitlement.

A subscription cancelled at the end of its billing cycle ends when the already-paid period concludes, in accordance with the applicable subscription configuration.

9Subscription Renewals

Where automatic renewal is enabled for a subscription:

• The subscription may renew according to the selected billing cycle (for example, monthly, quarterly, or yearly).
• The applicable subscription fee may be charged at renewal through the payment provider.
• Cancelling after a renewal does not automatically create a refund for the renewed period.

Shop Owners who do not wish to continue their subscription should cancel before the next renewal date, in accordance with the options available on the Platform.

10Upgrades & Downgrades

Where plan changes are supported:

• Upgrading a plan does not automatically create a refund for the previous plan.
• Downgrading a plan does not automatically create a refund for unused time on the previous plan.
• Any billing adjustment is governed by the subscription and billing system and the applicable terms.

Depending on the payment method used, changing plans may involve cancelling the current subscription and subscribing to the new plan, in which case the respective cancellation provisions apply.

11Failed Payments

A failed payment is not necessarily a refund. Payments may fail for a number of reasons, including:

• •Payment failure or rejection
• •Bank decline
• •UPI failure
• •Payment gateway error
• •Insufficient funds
• •Card or network issues

If money was debited but the payment was not successfully completed, the payment provider or bank may process a reversal in accordance with its applicable process. Grozho does not promise a specific reversal time, as that depends on the payment provider and bank involved.

12Duplicate Payments

If a Shop Owner believes they were accidentally charged more than once for the same subscription transaction, they should contact Grozho support with:

• •Account information
• •Transaction or reference ID
• •Payment date
• •Amount charged
• •Relevant evidence, such as receipts or payment screenshots

Grozho may investigate reported duplicate transactions and take appropriate action where a genuine duplicate charge is confirmed. This is not a general subscription refund entitlement for non-duplicate transactions.

13Unauthorized Transactions

If you believe a payment was made without your authorization, you should contact Grozho support and your payment provider or bank as soon as possible.

Grozho may investigate the issue with the information available. This section does not guarantee reimbursement, which will depend on the outcome of any investigation and the processes of the payment provider, bank, or other relevant parties, and applicable law.

14Payment Providers

Payment processing for Grozho subscriptions is handled through Razorpay, a third-party payment gateway. Customer payments to Shop Owners may involve other payment methods configured by the Shop Owner (such as cash on delivery or UPI).

Refund or reversal timing for any payment may depend on:

• •The payment gateway involved
• •The Customer's or Shop Owner's bank
• •Card networks
• •UPI providers
• •Other payment intermediaries

Payment providers operate under their own terms and processes, and Grozho does not control their processing times.

15Order Cancellation vs Refund

The actual outcome depends on the Shop Owner's policy, the order and payment status, and applicable law.

16Returns, Exchanges & Replacements

Returns, exchanges, replacements, and refunds for products purchased from a Shop Owner may be governed by the individual Shop Owner's policy. Grozho does not automatically impose one universal return or exchange policy on every Shop Owner unless a specific Grozho service says otherwise.

The Shop Owner remains responsible for complying with applicable laws relating to returns, exchanges, replacements, and refunds.

17Non-Refundable Subscription Principle

This principle applies unless a specific exception is confirmed by Grozho in writing or is required by applicable law.

18Important Clarification

A refund issued by a Shop Owner to a Customer is completely separate from a Grozho subscription refund.

These are separate transactions and are treated separately.

19How to Contact Us

20Information Required for Billing Issues

When contacting Grozho about a subscription or billing issue, you may be asked to provide:

• •Account email
• •Shop name
• •Transaction or reference ID
• •Payment date
• •Amount charged
• •Subscription plan
• •Payment status
• •A screenshot or receipt, where necessary

21Refund / Payment Processing

• Grozho subscription payments: Because subscription fees are generally non-refundable, Grozho does not promise refunds for subscription payments, subject to applicable law.
• Payment reversals and technical failures: Any applicable reversal depends on the payment provider and the bank involved and follows their applicable processes.
• Customer order refunds: Timing depends on the Shop Owner handling the refund and the payment provider or bank used to complete it.

Grozho does not commit to specific refund or reversal timeframes unless one is expressly confirmed in writing.

22Legal Rights

Nothing in this Refund Policy is intended to exclude or restrict any consumer rights, statutory rights, refunds, remedies, or protections that cannot legally be excluded or restricted under applicable law.

This includes rights under Indian consumer protection law, including the Consumer Protection Act, 2019 and rules made thereunder (including the Consumer Protection (E-Commerce) Rules, 2020, where applicable), and any other mandatory rights applicable to Grozho's role.

23Changes to This Policy

Grozho may update this Refund Policy from time to time. When we do, we will update the “Last Updated” date at the top of this page.

Material changes may be communicated where appropriate through the website, the Platform, or other reasonable channels.

24Contact Us

If you have questions about this Refund Policy, you may contact us at:

This Refund Policy should be read together with our Terms of Service and Privacy Policy.