At KapuHub, customer satisfaction is our priority. We strive to ensure that every order, booking, and delivery meets your expectations. This Refund Policy explains when refunds may be issued and the circumstances under which refund requests may be declined.
By using KapuHub, you agree to the terms outlined in this Refund Policy.
Eligibility for Refunds
You may be eligible for a full or partial refund if:
- Your order is cancelled by the merchant or KapuHub.
- The ordered item is unavailable after payment has been completed.
- You receive the wrong item.
- Your order arrives damaged or significantly different from what was ordered.
- The order cannot be delivered due to reasons beyond your control.
- A duplicate payment is successfully processed.
Each refund request is reviewed individually to ensure a fair outcome.
Non-Refundable Situations
Refunds may not be granted in the following circumstances:
- Incorrect delivery information provided by the customer.
- Failure to receive the order because the customer was unavailable.
- Change of mind after the merchant has started preparing or processing the order.
- Minor differences in packaging, presentation, or appearance that do not affect the quality of the product.
- Delays caused by severe weather, traffic conditions, natural disasters, or other circumstances beyond our control.
Food & Grocery Orders
Because food and perishable grocery items are time-sensitive, refunds or replacements are generally available only when:
- The wrong items are delivered.
- Items are missing.
- Products are spoiled or damaged upon arrival.
- The order is cancelled before delivery.
Refunds may not be issued for personal taste preferences or change-of-mind requests after delivery.
Pharmacy Orders
Pharmacy products may only qualify for refunds when:
- The wrong product is delivered.
- The product arrives damaged.
- The order is cancelled before dispatch where permitted by law.
For safety and regulatory reasons, opened medicines and healthcare products are generally non-refundable unless required by applicable law.
Shop Orders
For retail and general merchandise purchased through KapuHub:
- Refunds or exchanges may be available for damaged, defective, or incorrect items.
- Certain products may be subject to the individual merchant's return policy.
- Items must be returned unused and in their original packaging where applicable.
Car Rental Bookings
Refunds for car rental bookings depend on the rental provider's cancellation policy.
Customers may receive a full or partial refund if:
- The booking is cancelled within the permitted cancellation period.
- The rental provider cannot supply the reserved vehicle.
- The booking cannot be fulfilled due to circumstances beyond the customer's control.
Late cancellations or no-shows may incur cancellation charges.
Parcel Delivery
Parcel delivery charges may be refunded if:
- The delivery request is cancelled before pickup.
- KapuHub or the delivery partner is unable to complete the delivery.
Refunds may not apply if the parcel cannot be delivered due to incorrect recipient information or prohibited items.
Refund Processing
Approved refunds will be processed using the original payment method whenever possible.
Processing times may vary depending on your payment provider but typically range between 5 and 14 business days.
Wallet Refunds
Where available, refunds may be credited to your KapuHub Wallet for faster processing. Wallet balances can be used for future purchases on the Platform.
Fraud Prevention
KapuHub reserves the right to investigate refund requests. Requests found to involve fraud, abuse, or misuse of the Platform may be rejected, and appropriate action may be taken.
Contact Us
If you believe you are entitled to a refund or need assistance with an order, please contact the KapuHub Customer Support team through the app or website. We are committed to resolving issues promptly and fairly.