Refund & Cancellation Policy

1. Introduction

EzyRunners, operated by EzyDevOps Solutions Private Limited, is committed to providing reliable and transparent delivery services. This Refund & Cancellation Policy outlines the conditions under which refunds are processed for services booked through our platform.

This policy complies with the requirements of major payment gateways including Razorpay, Stripe, and UPI payment systems, and adheres to Indian consumer protection laws.

2. Cancellation Policy

2.1 Cancellation by Customer

Before Runner Assignment:

• Full Refund - 100% refund if order is cancelled before a delivery partner is assigned
• Processing time: 5-7 business days to original payment method
• Instant refund to EzyRunners wallet (if applicable)

After Runner Assignment:

• Partial Refund - 50% refund if cancelled within 5 minutes of assignment
• No Refund - After runner has picked up the package
• Cancellation charges of ₹50 may apply for repeated cancellations

2.2 Cancellation by Delivery Partner

• Automatic full refund to original payment method
• Priority reassignment to another available runner at no extra cost
• 10% discount voucher credited for future orders (if significant delay occurs)

2.3 Service Unavailability

• If service cannot be fulfilled due to unavailability of runners in your area
• Weather conditions or force majeure events preventing delivery
• System errors or technical failures on our platform

Action: Full refund processed within 3-5 business days

3. Refund Eligibility

3.1 Eligible Scenarios for Full Refund

3.2 Non-Refundable Scenarios

• Customer unavailable at pickup/delivery location after multiple attempts
• Incorrect contact information provided by customer
• Refusal to accept delivery at destination
• Inability to access pickup/delivery location due to restrictions
• Incomplete or incorrect package details provided
• Successful completion of delivery with valid proof of delivery (POD)
• Items prohibited under our terms of service

4. Refund Process & Timeline

4.1 How to Request a Refund

1. Through Mobile App: Go to Order History → Select Order → "Request Refund"
2. Through Website: Login → My Orders → Click on Order → "Raise Dispute/Refund"
3. Email: Send request to support@ezydevops.com with Order ID
4. Phone: Call our support at +91-9063290158 (9 AM - 9 PM IST)
5. Contact Page: Visit our contact page for more support options

4.2 Required Information

• Order ID / Tracking Number
• Registered mobile number or email address
• Reason for refund request
• Supporting evidence (photos, screenshots, if applicable)
• Preferred refund method

4.3 Refund Processing Timeline

5. Refund Methods

5.1 Original Payment Method

Refunds are primarily processed to the original payment source:

• Credit/Debit Cards: 5-7 business days
• UPI: 3-5 business days
• Wallet (Razorpay/Paytm): 2-3 business days
• Net Banking: 5-7 business days

5.2 EzyRunners Wallet

• Instant Credit: Amount credited immediately upon approval
• Bonus: Additional 5% bonus credit for choosing wallet refund
• No Expiry: Wallet balance never expires
• Flexible Usage: Use for future orders or withdraw to bank

5.3 Bank Transfer (for failed payment methods)

If refund to original method fails, we process via bank transfer:

• Requires bank account details verification
• Processing time: 7-10 business days
• Available for amounts above ₹100

6. Enterprise & Business Accounts

6.1 Bulk Order Cancellations

• Cancellation of batch orders before processing: 100% refund
• Partial cancellations: Prorated refund based on completed deliveries
• Enterprise cancellation charges waived for genuine reasons

6.2 API Integration Refunds

• Automatic refund initiation via webhook notifications
• Real-time refund status updates through API
• Dedicated enterprise refund processing queue (faster resolution)

6.3 Monthly Billing

• Adjustments made in next billing cycle
• Credit notes issued for failed deliveries
• Quarterly refund reconciliation available

7. Cash on Delivery (COD) Orders

7.1 Prepaid Delivery Charges

• If delivery charge was paid online but order cancelled: Full delivery charge refunded
• COD amount: Not applicable as payment wasn't collected
• Processing time: 5-7 business days to original payment method

7.2 Partial COD Payments

• Only the online paid portion is eligible for refund
• COD collection charges are non-refundable if package was picked up

8. Dispute Resolution

8.1 Internal Resolution Process

1. Level 1: Customer Support Team (Resolution within 24 hours)
2. Level 2: Senior Support Manager (Resolution within 48 hours)
3. Level 3: Grievance Officer (Resolution within 7 days)

8.2 Grievance Officer Contact

8.3 External Dispute Resolution

If internal resolution is not satisfactory, you may approach:

• National Consumer Helpline: 1800-11-4000 or 14404
• Consumer Forum: Local consumer dispute redressal commission
• Online Consumer Mediation: consumerhelpline.gov.in

9. Payment Gateway Compliance

9.1 Razorpay Integration

• All refunds comply with Razorpay's refund policies
• Instant refunds supported for eligible payment methods
• Refund status tracked via Razorpay dashboard

9.2 RBI Guidelines Compliance

• Adherence to Reserve Bank of India's payment system guidelines
• Turn Around Time (TAT) compliance for refund processing
• Transparent communication of refund status at each stage

9.3 Payment Gateway Fees

Important: Payment gateway charges (typically 2-3%) are not refundable as they are charged by the payment processor, not EzyRunners. The refund amount reflects the net amount after gateway fees.

10. Special Circumstances

10.1 Force Majeure

In case of events beyond our control (natural disasters, strikes, lockdowns, pandemics):

• Full refund or rescheduling option provided
• No cancellation charges applied
• Extended refund processing timeline may apply

10.2 Technical Failures

• System downtime causing order failures: Automatic refund
• App/website errors during payment: Investigation within 24 hours
• Double booking or duplicate charges: Priority resolution and compensation

10.3 Fraudulent Activities

• Suspected fraud: Refund held pending investigation (up to 14 days)
• Proven fraud: Refund denied and account suspended
• False refund claims: May result in account termination

11. Promotional & Discount Orders

11.1 Coupon Code Usage

• Refund calculated on actual amount paid (after discount)
• Coupon codes may or may not be reinstated (based on terms)
• One-time use coupons cannot be reused after cancellation

11.2 Promotional Offers

• Cashback offers: Reversed if order is cancelled
• Free delivery: Refund only for additional charges paid
• Bundle offers: Refund prorated based on used services

12. Policy Updates

We reserve the right to modify this Refund & Cancellation Policy at any time. Changes will be effective immediately upon posting on our website and mobile application. Continued use of our services after such changes constitutes acceptance of the updated policy.

Notification of Changes:

• Email notification to registered users
• In-app notification on mobile application
• Website banner announcement
• Updated "Last Modified" date at the top of this page