Return & Refund Policy

01 Overview

This Return & Refund Policy describes the conditions under which you may return Marketplace products, request refunds on Coin purchases, and seek remedies for interrupted call services on the Gelathi Platform.

This policy is formulated in compliance with the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, and other applicable Indian consumer laws. Nothing in this policy limits your statutory rights as a consumer under Indian law.

02 Marketplace Orders — Returns

2.1 Eligibility Window

You may request a return for eligible Marketplace products within 7 calendar days from the date of delivery, provided the item meets the return conditions below.

2.2 Return Conditions

A product is eligible for return if:

• It is unused, unwashed, and in its original condition with all tags and packaging intact;
• It is defective, damaged upon delivery, or materially different from its listed description;
• The wrong item was delivered.

2.3 Non-Returnable Items

The following categories are not eligible for return unless defective:

• Perishable goods (food, flowers, consumables);
• Personal hygiene or intimate apparel products once opened;
• Digital products or downloadable content;
• Products marked "Final Sale" or "Non-Returnable" at the time of purchase;
• Customised or personalised items.

2.4 Evidence Required

For damaged, defective, or wrong-item returns, you must provide clear photographs or a video of the item and its packaging at the time of raising the return request.

03 Coins & In-App Purchases

3.1 General Non-Refundability

Purchases of Gelathi Coins are generally non-refundable once the transaction is completed and Coins are credited to your account. This includes Coins that have been partially or fully used.

3.2 Exceptional Refunds

Coin refunds will be considered in the following exceptional circumstances:

• Duplicate transaction due to a payment gateway error, evidenced by your bank statement;
• Coins not credited to your account within 24 hours of a successful payment;
• Unauthorised transaction on your account, reported within 48 hours of occurrence.

3.3 Account Closure

Unused Coins at the time of voluntary account deletion are not eligible for refund. If your account is terminated by Gelathi due to our error, unused Coins may be refunded on a case-by-case basis.

04 Audio & Video Calls

Coins deducted for voice or video calls are non-refundable once the call has commenced, regardless of call quality or duration, as call connectivity is subject to factors including network conditions and device performance that are outside our control.

However, if Coins are deducted for a call that failed to connect due to a proven Platform-side error, you may raise a support ticket within 24 hours. Credits (not cash refunds) may be issued at our discretion.

05 Gifted Marketplace Orders

If you purchase a Marketplace product and gift it to another registered user:

• The recipient of the gifted order is treated as the buyer for return eligibility purposes;
• Returns must be initiated by the recipient through their account;
• Refunds for gifted orders will be credited to the purchaser's original payment method;
• Gifted orders are subject to the same 7-day return window and all standard return conditions.

06 How to Initiate a Return

To initiate a return for a Marketplace order:

1. Go to My Orders in the Gelathi app;
2. Select the relevant order and tap "Return / Report Issue";
3. Select the reason for return and upload supporting photos or video if required;
4. Submit your request. You will receive a confirmation and a Return Merchandise Authorisation (RMA) number within 2 business days;
5. Pack the item securely and hand it to our logistics partner as instructed in the confirmation message. Do not send items without an RMA number.

For Coin-related issues or call credits, contact support at support@gelathi.in with your transaction ID and a description of the issue.

07 Refund Processing

7.1 Timeline

Once a return is received and inspected, we will notify you of the outcome within 3 business days. Approved refunds will be processed as follows:

• Original payment method (UPI, debit/credit card, net banking): 5–10 business days;
• Wallet credits (where applicable): Within 24 hours of approval;
• Coin credits: Within 24 hours of approval.

7.2 Partial Refunds

Partial refunds may be issued where an item is returned in a condition different from that described, or where only part of a multi-item order is returned.

7.3 Shipping Costs

If the return is due to a defect, damage, or wrong item, return shipping will be arranged and covered by Gelathi. For change-of-mind returns (where applicable), the buyer bears the return shipping cost.

08 Exclusions & Limitations

• Returns or refunds requested after the applicable window will not be accepted;
• Items showing signs of use, damage caused by the buyer, or missing original packaging will not be accepted;
• We reserve the right to decline return requests that we reasonably believe are made in bad faith or constitute abuse of this policy;
• Promotional or bonus Coins issued free of charge are not eligible for refund.

09 Statutory Consumer Rights

Nothing in this Return & Refund Policy is intended to, nor shall it, limit or exclude any rights you may have under the Consumer Protection Act, 2019 or other applicable Indian consumer protection legislation. If you believe your statutory rights have been violated, you may also approach:

• The National Consumer Helpline: 1800-11-4000;
• The National Consumer Disputes Redressal Commission (NCDRC) or relevant State Commission;
• The consumer e-filing portal at consumerhelpline.gov.in.

10 Contact & Support

For all return, refund, or order-related queries, please reach out to our support team: