FERROPULSE

1. OVERVIEW

1.1. This Refund & Chargeback Policy applies to all services offered through the JAP Xperience mobile application, operated by FerroPulse Technology Solutions Private Limited (“We”/“Our”/“Us”). This policy governs cancellations, refunds, disputes, and chargebacks arising from transactions on our platform.

1.2. The services covered under this policy include, but are not limited to, food delivery, stay bookings, and cab bookings.

1.3. By using the JAP Xperience platform, you acknowledge that you have read, understood, and agree to the terms outlined in this Refund & Chargeback Policy. If you do not agree with the terms of this policy, please refrain from using our services.

1.4. We reserve the right to modify this policy at any time. Changes will be reflected by updating the “Last Updated” date at the top of this document. Your continued use of our services after such modifications constitutes your acceptance of the revised policy.

2. GENERAL REFUND PRINCIPLES

2.1. Refunds shall be approved only in cases where a valid cancellation or a verified service failure has occurred. Each refund request will be evaluated on a case-by-case basis, taking into account the nature of the complaint and any supporting evidence provided.

2.2. Approved refunds are typically returned to the original payment mode used at the time of the transaction (e.g., UPI, debit/credit card, net banking, or wallet).

2.3. The processing time for refunds depends on the banking or payment-provider timelines. While we initiate refunds promptly upon approval, the time taken for the refund to reflect in your account may vary depending on your bank or payment service provider.

2.4. Promotional credits, discount coupons, cashback offers, and wallet bonuses are generally non-refundable unless explicitly stated otherwise in the offer terms and conditions.

2.5. In certain cases, at our sole discretion, refunds may be credited as JAP Wallet balance or platform credits instead of being returned to the original payment method.

3. FOOD DELIVERY REFUND POLICY

3.1. Refunds for food delivery orders may be issued under the following eligible scenarios:

3.1.1. Non-delivery of order — where the order was not delivered to the customer despite confirmation of payment.

3.1.2. Wrong or missing items — where the delivered order does not match the items ordered, subject to validation by our support team.

3.1.3. Duplicate payment or failed transaction with debit — where the payment was charged multiple times or a failed transaction resulted in a debit from the user’s account.

3.1.4. Order cancelled by platform or merchant — where the order was cancelled by the restaurant partner or the platform due to unavailability or other operational reasons.

3.1.5. Quality issues — where the food delivered is stale, contaminated, or significantly different from the description, subject to photographic evidence and support validation.

3.2. The refund may be partial or full depending on the severity of the issue, the evidence provided, and the outcome of the investigation by our support team.

3.3. All complaints related to food delivery orders must be raised within the support window displayed in the app. Requests raised after the support window has closed may not be eligible for a refund.

3.4. We reserve the right to deny refund requests in cases where the complaint is found to be fraudulent, exaggerated, or unsupported by evidence.

4. STAY BOOKING REFUND POLICY

4.1. Refund eligibility for stay bookings is governed by the cancellation terms and conditions displayed at the time of booking. Users are encouraged to review these terms carefully before confirming their reservation.

4.2. No-shows (failure to check in without prior cancellation) may be treated as non-refundable unless the specific booking terms explicitly allow for refunds in such cases.

4.3. Bookings made during peak dates, festivals, or special promotional offers may be subject to stricter cancellation and refund conditions, including non-refundable terms.

4.4. The refund amount may be influenced by the cancellation policy set by the partner hotel or property. In cases where the partner enforces a cancellation fee, the refundable amount will be adjusted accordingly.

4.5. In the event of a service failure at the property (e.g., room not available upon check-in, significant discrepancy from listing), users may raise a complaint through the app for a review and potential refund.

4.6. Refunds for stay bookings paid through third-party payment gateways will be processed as per the timelines of the respective payment provider.

5. CAB BOOKING REFUND POLICY

5.1. Refunds for cab bookings may be issued in the following circumstances:

5.1.1. Driver unavailability — where no driver was assigned or the assigned driver did not arrive within a reasonable time.

5.1.2. Cancelled trips — where the trip was cancelled by the driver or the platform after the booking was confirmed.

5.1.3. Duplicate or incorrect charges — where the user was charged multiple times or the fare charged was significantly higher than the estimated fare without valid justification.

5.2. User-initiated late cancellations (cancellations made after a driver has been assigned and is en route) may attract a cancellation fee as disclosed in the app at the time of cancellation.

5.3. Disputes regarding ride routes, fare calculations, or ride duration may require route and time validation before a final decision on the refund is made. Users may be asked to provide supporting details for such disputes.

5.4. Refunds for cab bookings will not be granted for completed rides where the service was delivered as expected, unless a verifiable service failure is established.

6. CHARGEBACKS AND DISPUTES

6.1. Users are strongly encouraged to contact our support team first before initiating a chargeback through their bank or payment service provider. Our support team is available to resolve disputes promptly and amicably.

6.2. When raising a dispute, we may request supporting documentation including but not limited to order IDs, screenshots of the issue, payment confirmation receipts, and any other relevant proof.

6.3. Fraudulent, abusive, or repeated unsubstantiated chargebacks may result in account restrictions, suspension, or permanent termination of the user’s account on the platform.

6.4. We reserve the right to contest any chargeback that we believe to be illegitimate or not in accordance with the terms of our services.

6.5. In cases where a chargeback is resolved in our favour by the bank or payment service provider, the disputed amount will be re-debited from the user’s account or adjusted against future transactions.

7. NON-REFUNDABLE CASES

7.1. The following scenarios are generally not eligible for a refund:

7.1.1. Completed services where no validated service failure has been reported or established.

7.1.2. Convenience fees, platform fees, delivery charges, and other service fees where such fees were clearly disclosed to the user at the time of the transaction.

7.1.3. Promotional benefits, reward points, cashback credits, and referral bonuses, unless the respective offer terms explicitly provide for refundability.

7.1.4. Orders or bookings where the user has provided incorrect information (e.g., wrong delivery address, incorrect check-in dates) leading to service failure.

7.1.5. Dissatisfaction based on subjective preferences (e.g., taste preferences for food, personal comfort expectations for stays) where the service was delivered as described.

7.2. We reserve the right to make the final determination on whether a particular case qualifies as refundable or non-refundable, based on the evidence and circumstances presented.

8. REFUND PROCESSING TIMELINES

8.1. Once a refund is approved, it is typically initiated within 3–7 business days from the date of approval.

8.2. The actual time for the refund to be credited to the user’s account depends on the card issuer, bank, or payment partner’s processing timelines. This may range from 5 to 15 business days from the date of initiation.

8.3. If a refund is not reflected in the user’s account beyond the normal processing timeline, the user may contact our support team with the refund reference details for further assistance.

8.4. Refunds credited as JAP Wallet balance or platform credits will be reflected immediately or within 24 hours of approval.

9. GOVERNING LAW

9.1. This Refund & Chargeback Policy shall be governed by and construed in accordance with the laws of India.

9.2. Any disputes arising out of or in connection with this policy shall be subject to the exclusive jurisdiction of the courts of Bengaluru, Karnataka.