Returns, Refunds & Cancelation Policy

Please note that capitalized terms used but not defined herein shall have the meanings assigned to them under the 'Terms of Use,' which govern your usage of our website, www.xborne.com (referred to as the "Website"), and our XBORNE mobile and handheld application (referred to as the "App"). Together, the Website and the App are collectively referred to as the "Platform."

Introduction to Returns and Refund Policy

At Xborne, we strive to ensure your satisfaction with every purchase. Our Returns and Refund Policy outlines the process for cancellations, returns, and refunds to provide you with a seamless experience.

Customer Cancellation:

In general, a Buyer is not entitled to cancel an Order once it has been placed. However, based on the Buyer's previous cancellation history, XBORNE reserves the right to deny any refund to the Buyer in the event of a cancellation initiated by the Buyer, even if the cancellation occurs within one minute of placing the order. XBORNE may also suspend the Buyer's account at its sole discretion.

If a Buyer cancels an order after placing it, XBORNE reserves the right to collect a penalty of 100% of the order amount as compensation for the damages suffered by XBORNE. This penalty will either not be refunded for prepaid orders or be deducted from the Buyer's subsequent order for postpaid orders, with the aim of compensating the Merchants and PDPs (Platform Delivery Partners).

Non-Customer Cancellation:

XBORNE retains the right to collect a penalty for orders that are required to be cancelled by XBORNE for reasons not attributable to XBORNE, including but not limited to:

1. Incorrect or out-of-zone delivery addresses provided by the Buyer.
2. Failure to establish contact with the Buyer by phone or email during delivery.
3. Failure to deliver the Buyer's order due to a lack of information, directions, or authorization from the Buyer at the time of delivery.
4. Unavailability of all items ordered by the Buyer at the time of booking the order.

In the unlikely event that an item in an order is unavailable, XBORNE will contact the Buyer using the phone number provided at the time of order placement. In such cases, the Buyer will have the option to cancel the entire order and receive a refund of up to 100% of the order value.

In cases of cancellations attributable to XBORNE, the Merchant, or PDP, XBORNE will not collect any penalty from the Buyer.

Refunds:

Buyers may be entitled to a refund for prepaid orders. XBORNE retains the right to deduct any applicable penalties from the refundable amount. A refund may also be provided if the packaging of an item in an order or the complete order is tampered with or damaged, and the Buyer refuses to accept it at the time of delivery.

Buyers may be entitled to a refund of up to 100% of the order value if the vendor fails to deliver the order due to reasons attributable to XBORNE. However, such refunds will be assessed on a case-by-case basis by XBORNE. Please note that XBORNE’s decision on refunds shall be final and binding.

All refund amounts will be credited to the Buyer’s account, as specified in the chosen payment mechanism, within 24 hours of the refund being approved.

For orders with payment upon delivery, the Buyer will not be required to pay for:

1. Orders with tampered or damaged packaging upon delivery.
2. Incorrect orders being delivered.
3. Missing items from the Buyer's order at the time of delivery.

The Buyer must communicate these issues to XBORNE Customer Care through the Platform before the order is marked as delivered.

Cancellation:

As a general rule, Buyers are not entitled to cancel orders once they have been placed. If a Buyer cancels an order, XBORNE reserves the right to collect a cancellation fee equivalent to 100% of the order amount. This fee will either not be refunded for prepaid orders or will be recovered from the Buyer's subsequent orders in the case of postpaid orders, to compensate Merchants and PDPs.

Non-Customer Cancellation:

XBORNE may collect a cancellation fee from the Buyer for orders that XBORNE is required to cancel for reasons not attributable to XBORNE or the Merchant. These reasons may include:

1. Incorrect delivery address provided by the Buyer.
2. Failure to contact the Buyer by phone or email during delivery.
3. Failure to deliver the Buyer's order due to a lack of information, directions, or authorization from the Buyer at the time of delivery.
4. Failure to provide a valid OTP to the PDP for receiving delivery.

Refunds:

Buyers may be entitled to a refund for prepaid orders. XBORNE retains the right to deduct any applicable penalties from the refundable amount. A refund may also be provided if the packaging of an item in an order, or the complete order, is tampered with or damaged, and the Buyer refuses to accept it at the time of delivery.

Buyers may be entitled to a refund of up to 100% of the order value if the vendor fails to deliver the order due to reasons attributable to XBORNE. However, such refunds will be assessed on a case-by-case basis by XBORNE. Please note that XBORNE’s decision on refunds shall be final and binding.

All refund amounts will be credited to the Buyer’s account, as specified in the chosen payment mechanism, within 24 hours of the refund being approved.

For orders with payment upon delivery, the Buyer will not be required to pay for:

   1. Orders with tampered or damaged packaging upon delivery.
   2. Incorrect orders being delivered.
   3. Missing items from the Buyer’s order at the time of delivery.
   4. The Buyer must communicate these issues to XBORNE Customer Care through the Platform before the order is marked as delivered.

Ride Hailing Refund Policy:

1. Eligibility for Refunds

You may be eligible for a refund under the following circumstances:

• Cancellation by the Passenger:

  • If you cancel your ride within 5 minutes of booking, you will receive a full refund of the fare.
  • Cancellations made after 5 minutes may incur a cancellation fee, which will be deducted from your refund.

• Driver Cancellations:

  • If your driver cancels the ride after arriving at your location, you will receive a full refund of the fare.

• Service Issues:

  • If the driver arrives later than 10 minutes past the scheduled pickup time.
  • If you experience issues such as driver misconduct or unsafe driving conditions. In these cases, please report the incident through the app.

2. Non-Refundable Situations

Refunds will not be granted under the following circumstances:

• Late Cancellation: Cancellations made after the 5-minute grace period will incur a cancellation fee.
• Change of Mind: If you simply change your mind about taking the ride after the 5-minute window.
• Passenger No-Show: If you do not show up for your scheduled ride.

3. How to Request a Refund

To request a refund, follow these steps:

1. Open our Xborne app and navigate to your Order history.
2. Select the ride for which you are requesting a refund.
3. Click on the "Request Refund" option and provide a brief explanation of the issue.
4. Submit your request.

You will receive a confirmation email or in-app notification regarding the status of your refund request.

4. Processing Refunds

• Refund requests will be reviewed on a case-by-case basis.
• Once approved, refunds will be processed within 3-5 business days and credited back to your original payment method.

5. Discretionary Refunds

In special circumstances, such as severe service disruptions or events beyond our control, we may offer discretionary refunds. These will be assessed individually and communicated to you as needed.

Contact Xborne Support:

For any refund requests, assistance, or support, please contact us at connect@xborne.com or call us at +91 6363 675 688.