Venadu community

Refund, Cancellation & Return Policy

Last Updated: June 2026

1. Introduction

This Refund, Cancellation and Return Policy ("Policy") governs transactions conducted through the Venadu platform operated by Venadu Ventures Private Limited ("Venadu", "Company", "We", "Us", or "Our").

By placing orders, booking services, or initiating transactions through Venadu, You agree to be bound by this Policy.

2. Cancellation Policy

2.1 Cancellation by User

You may cancel an order or service request through the Venadu platform before the Merchant, Delivery Partner, or Service Provider begins processing the order.

Once processing, packing, pickup, dispatch, or service execution has commenced, cancellation charges may apply.

2.2 Cancellation Charges

Cancellation fees may be deducted in the following situations:

  • Merchant has already accepted and processed the order.
  • Delivery Partner has been assigned and has begun pickup.
  • Service Provider has started execution of the requested service.
  • Customized or made-to-order products are involved.

Applicable cancellation fees will be displayed on the Platform wherever possible.

2.3 Cancellation by Venadu

Venadu reserves the right to cancel any order or transaction if:

  • The delivery address falls outside the serviceable area.
  • Product or service is unavailable.
  • Merchant is unable to fulfill the order.
  • Delivery Partner is unavailable.
  • Incorrect pricing or technical errors occur.
  • Required information provided by the User is incomplete.
  • Fraudulent or suspicious activity is detected.
  • The transaction violates applicable laws or platform policies.
  • Events beyond reasonable control prevent fulfillment.

In such cases, eligible refunds will be processed in accordance with this Policy.

3. Refund Eligibility

Refunds may be granted under the following circumstances:

Order Not Delivered

If an order is cancelled before delivery due to reasons attributable to Venadu, Merchant, Delivery Partner, or Service Provider.

Wrong Product Delivered

If the delivered product materially differs from the product ordered.

Damaged Product

If the product arrives damaged during transit and evidence is submitted within the prescribed timeline.

Missing Items

If items are missing from an order and verified by the Merchant or Delivery Partner.

Duplicate Payment

If multiple payments are successfully processed for the same transaction.

Failed Transaction

If payment is deducted but the order is not successfully placed.

4. Non-Refundable Situations

Refunds shall generally not be provided in the following cases:

  • Change of mind after order confirmation.
  • User entered incorrect delivery details.
  • Delivery attempts failed due to User unavailability.
  • Minor packaging variations that do not affect product usability.
  • Delays caused by weather, natural disasters, strikes, or force majeure events.
  • Services already rendered successfully.
  • Digital services already consumed or activated.
  • Classified listing fees and advertising fees unless otherwise stated.

5. Return Policy

Returns are subject to Merchant-specific return policies.

Certain categories may not be eligible for return, including:

  • Perishable products
  • Fresh food items
  • Customized products
  • Personal care products
  • Intimate products
  • Digital products
  • Gift cards
  • Downloadable services

Where returns are permitted, Users must raise a return request within the timeline specified by the Merchant.

6. ONDC Transactions

For transactions facilitated through the ONDC network, refund and return requests may be governed by the respective Seller, Logistics Provider, and ONDC Network protocols.

Venadu shall act as a facilitator and assist in coordinating the resolution process but final refund decisions may be subject to ONDC network rules and participating sellers' policies.

7. Delivery Service Refunds

Refunds for delivery charges may be provided where:

  • Delivery was not completed.
  • Order was cancelled before pickup.
  • Delivery Partner was unable to fulfill the service.

Delivery charges may not be refunded if:

  • Delivery was completed successfully.
  • Incorrect address information was provided.
  • User was unavailable to receive the order.

8. Pickup and Drop Services

Users shall not use Pickup and Drop services for:

  • Illegal goods
  • Hazardous materials
  • Explosives
  • Firearms
  • Narcotics
  • Restricted substances
  • Counterfeit goods
  • Any item prohibited under applicable law

Venadu reserves the right to cancel such transactions immediately and report violations to appropriate authorities where required.

No refund shall be provided for services cancelled due to violations of applicable laws or platform policies.

9. Refund Processing

Approved refunds shall be processed to the original payment method used during the transaction.

Refund timelines may vary depending upon:

  • Payment provider
  • Banking partner
  • UPI network
  • Credit card issuer
  • Debit card issuer

Estimated processing time:

  • UPI: 3–7 business days
  • Debit/Credit Cards: 5–10 business days
  • Net Banking: 5–10 business days
  • Wallets: As per provider timelines

10. Refund Decision

All refund requests shall be reviewed based on:

  • Transaction details
  • Merchant verification
  • Delivery records
  • Supporting evidence submitted by the User

Venadu reserves the right to approve, reject, partially approve, or seek additional information regarding any refund request.

The decision of Venadu and/or the concerned Merchant shall be final and binding, subject to applicable laws.

11. Contact Us

For refund, cancellation, or return-related queries:

Venadu Ventures Private Limited

Email: info@venadu.com

Website: www.venadu.com

Users are encouraged to report issues within 24 hours of delivery or service completion for faster resolution.