Suffle Online

Operated by Naucera Travel Private Limited

1. Purpose and Scope

This Refund & Cancellation Policy explains the cancellation, return, replacement and refund framework for purchases made through the Suffle Online marketplace, including standard products, customized products, local products, seller-assisted/manual orders and applicable delivery or pickup transactions.

Marketplace refunds and cancellations are separate from refunds or cancellations of Suffle software/WhatsApp subscriptions, which are governed by the Subscription Policy.

This Policy works with the product-specific return/refund terms shown at the time of purchase and the applicable Seller Terms, Payment Information Policy and Terms & Conditions.

2. Company and Contact

Suffle Online is operated by Naucera Travel Private Limited.

Website: www.suffleonline.com

General Support / Grievance Email: info@flyshoppy.com

Grievance Officer: Mr. Roopal Jain, Managing Director

Grievance Officer Mobile: 9707669981

Grievance Officer Email: info@flyshoppy.com

Address: 707, N. T. Road, Nalbari-781435 (Assam), India.

3. Core Refund Principle

Refund and cancellation eligibility depends on the product, seller policy, order status, reason for cancellation/return, customization status, fulfilment status, applicable law and the specific terms displayed for the transaction.

Suffle provides the central order, payment, return and refund workflow but does not automatically guarantee a refund for every cancellation or return request.

Where applicable law provides a non-waivable customer right, the applicable legal requirement prevails over a conflicting commercial term.

4. Product-Specific Return and Cancellation Terms

Before purchase, customers should be shown the applicable return, replacement, cancellation and refund information for the product where the feature supports such disclosure.

Products may be configured as returnable, replaceable, non-returnable, cancellation-restricted or subject to specific conditions.

Customized or personalized products may have different cancellation/return rules because production may begin specifically for the customer.

5. Order Confirmation and Cancellation Eligibility

An order is confirmed only after successful server-side payment verification under the Payment Information Policy.

Before verified payment, a transaction may remain Payment Pending or unconfirmed and should not be treated as a completed order.

Cancellation availability depends on the current order/fulfilment state and the applicable product and seller rules.

6. Customer-Initiated Cancellation

Where cancellation is available, a customer may request cancellation through the Suffle order interface or other supported channel.

The system should show whether cancellation is available based on the actual order state and configured rules.

Cancellation requests should be recorded against the central order and seller sub-order rather than maintained in a separate cancellation database.

7. Cancellation Before Seller Processing

Where a product is eligible for cancellation and the seller has not begun irreversible processing, the cancellation may be accepted subject to the applicable product terms.

If payment has already been verified, any eligible refund should be processed through the central refund workflow.

8. Cancellation After Processing or Dispatch

Cancellation may be unavailable or restricted after production, packing, dispatch, pickup handover or another defined fulfilment milestone, depending on the product's published terms and applicable law.

Customers may instead need to use the applicable return, replacement or refund process after delivery.

9. Customized and Personalized Products

Customized products may require seller approval of the customer's requested customization and, where applicable, confirmation of the final price before payment.

Once production or preparation has started specifically for a customer, cancellation or return may be restricted where the applicable product terms and law permit such restriction.

If a customized product is defective, materially different from the confirmed customization, damaged or otherwise covered by an applicable remedy, the customer may still have return, replacement or refund rights.

10. Seller-Assisted / Manual Orders

Seller-created orders for customers who contacted the seller through WhatsApp, phone, walk-in, social media or other channels use the same central Order and Payment systems.

Cancellation and refund rules apply to the resulting Suffle order in the same manner as other marketplace orders, subject to the product's configured terms.

Creating a manual order or payment request does not by itself create a completed order; verified payment is required for order confirmation.

11. Return Request

Where returns are enabled, a customer may submit a return request with the applicable reason and supporting information or images.

The return request should be linked to the relevant order and seller sub-order.

Return eligibility may depend on product category, product condition, return window, exclusions, customization status and other published terms.

12. Return Window

The applicable return period, where any, should be displayed with the relevant product/order information.

The return window may differ by product or seller and may be unavailable for specified categories or customized products.

Where the seller's published policy and applicable law require a particular period or remedy, the system should follow the applicable requirement.

13. Return Reasons

Supported reasons may include damaged product, defective product, wrong product, missing item, materially different product, incorrect variant, or another eligible reason configured for the product.

Customers should select the most accurate reason and provide truthful supporting information.

14. Return Process and Inspection

Depending on the fulfilment model, the seller may review the request, arrange pickup or provide another authorised return method.

Returned products may be inspected where necessary to determine eligibility.

Inspection should not be used to deny a valid legal remedy where the customer is entitled to that remedy.

15. Return Statuses

Where applicable, Suffle may use statuses including Return Requested, Under Review, Approved, Rejected, Pickup Scheduled, Returned, Inspection, Refund Initiated and Refunded.

These statuses must reflect actual system events and must not be fabricated.

16. Replacement

Where replacement is offered, a customer may request replacement instead of a refund for an eligible product.

Replacement availability depends on actual inventory, product configuration and seller terms.

If replacement is unavailable or cannot be completed, the applicable refund process may apply.

17. Damaged, Defective or Wrong Products

Customers should report damaged, defective, incorrect or materially different products through the applicable Suffle return/support workflow as soon as reasonably possible.

Supporting photographs, videos or other evidence may be requested where appropriate.

Suffle or the seller may investigate the claim using the central order records, shipment information, product information and customer-provided evidence.

18. Delivery Failure and Undelivered Orders

If an order is returned to the seller, fails delivery or otherwise cannot be delivered, the outcome will depend on the reason, seller/product terms, shipping events and applicable law.

Where a refund is due, it should be processed through the central refund system after the relevant eligibility and payment records are verified.

19. Customer Pickup

For products configured for customer pickup, cancellation and refund rules may depend on whether the customer has collected the product and whether the seller has prepared or customised it.

Pickup confirmation should be recorded in the central order system.

20. Local Delivery

For local products using seller-managed home delivery, cancellation/return eligibility follows the product's configured terms and the actual fulfilment status.

Suffle provides the central order/refund workflow but does not itself guarantee seller delivery performance.

21. Seller-Initiated Cancellation

A seller may cancel an order where permitted by the marketplace rules, such as inability to fulfil, inventory error, serviceability issue, compliance restriction or another legitimate reason.

Seller cancellation must be recorded with a reason and should trigger the appropriate customer notification and refund workflow where payment has already been verified.

22. Suffle-Initiated Cancellation

Suffle may cancel or suspend an order for security, fraud, legal, payment, compliance, system-integrity or other legitimate reasons.

Where an eligible payment was already verified, the applicable refund process should be initiated according to the reason and applicable rules.

23. Refund Eligibility

A refund may arise from an eligible cancellation, approved return, approved replacement outcome, seller cancellation, Suffle cancellation, payment reconciliation issue, duplicate payment or another valid basis.

Refund eligibility is determined by the applicable order/product terms, transaction state and law.

24. Refund Amount

Where a full refund is due, the eligible amount should correspond to the relevant verified transaction amount subject to lawful deductions or exclusions.

Partial refunds may apply where only part of an order or an eligible component is refunded.

Shipping/delivery charges, taxes, discounts, coupons or other components may be treated according to the applicable product/order terms and law.

25. Refund to Original Payment Method

Where technically supported, refunds should be processed through the applicable payment provider to the original payment method or another lawful method determined by the payment system.

Customers should not be asked to disclose UPI PINs, ATM PINs, CVV, banking passwords or similar payment authentication secrets to receive a refund.

26. Refund Status and Verification

A refund request, refund initiation and completed refund are different states.

Suffle must not represent a refund as completed unless the relevant refund status is verified through the authoritative payment/order system.

Frontend messages, screenshots or a seller statement alone must not be treated as proof that a payment-provider refund has completed when authoritative verification is available.

27. Refund Processing Time

Refund timing may depend on Suffle processing, Razorpay/payment-provider processing, banks, card networks, UPI systems and other financial infrastructure.

Any estimated timeline shown to a customer should be presented as an estimate rather than a guaranteed settlement time unless Suffle can substantiate the guarantee.

28. Duplicate or Unintended Payments

If a customer appears to have been charged more than once for the same transaction, Suffle may investigate payment records and provider events.

Verified duplicate payments should be handled through the reconciliation/refund workflow.

29. Failed Payment but Bank Debit

If a payment appears unsuccessful in Suffle but the customer's bank/payment provider shows a debit, the transaction may require reconciliation.

The order should not be represented as confirmed until Suffle verifies the payment status.

Where the payment provider confirms a debit that cannot be matched to a completed order, the appropriate reconciliation/refund process should be followed.

30. Coupons, Promotions and Offers

Refunds involving coupons, discounts or promotional benefits may be calculated according to the applicable promotion terms.

A coupon or promotional benefit may not necessarily be restored after cancellation or return unless the applicable promotion rules permit it.

Suffle must not fabricate promotional values or refund amounts.

31. Seller Responsibility for Returns and Refunds

Sellers are responsible for complying with their published product return/replacement terms and applicable marketplace requirements.

Sellers must respond to eligible return requests and provide accurate reasons for approval or rejection.

Sellers must not falsely mark an item returned, refund approved or another status as completed.

32. Super Admin Dispute Intervention

Super Admin may review disputes, seller decisions, return claims, payment discrepancies and other escalated matters.

Administrative decisions and changes must be authorised and auditable.

Super Admin intervention does not allow the system to fabricate a payment-provider refund or payment event.

33. Fraud and Abuse

Suffle may investigate suspected refund abuse, repeated false claims, return fraud, payment manipulation, review-linked extortion, account misuse or other fraudulent activity.

Appropriate actions may include additional verification, temporary restrictions, cancellation, suspension or other lawful measures.

34. Customer Responsibilities

Customers must provide truthful return/cancellation reasons and accurate evidence.

Customers should return products in the condition required by the applicable product terms and must not misuse the refund system.

Customers must protect payment credentials and must never disclose OTPs, UPI PINs, ATM PINs, CVV or banking passwords to receive a refund.

35. No Separate Refund System

Returns, cancellations, replacements and refunds must use the central Order, Payment, Return, Refund and Settlement architecture.

Suffle should not maintain separate duplicate refund databases for marketplace, manual, custom or local orders.

36. AI and Refund Information

Suffle AI may explain verified order, cancellation and refund information where authorised.

AI must not invent eligibility, refund amounts, refund approval, refund initiation, refund completion or payment status.

When the authoritative record is unavailable, AI should clearly state that the status requires verification.

37. Privacy and Data

Return and refund processing may involve customer contact information, order details, payment references, images, documents and communications.

Such information is handled under the Privacy Policy and Data Security & Protection Policy.

38. Subscription Refunds Excluded

Refunds or cancellations for Suffle software/WhatsApp subscriptions are governed by the Subscription Policy and applicable subscription terms.

This marketplace Refund & Cancellation Policy does not replace the subscription-specific refund rules.

39. Relationship with Other Policies

This Policy should be read with the Terms & Conditions, Privacy Policy, Payment Information Policy, Subscription Policy, Seller Terms, Reviews & Ratings Policy, Custom & Personalised Products Policy, Local Delivery & Store Pickup Policy, Seller-Assisted (Manual) Orders Policy and Grievance Redressal Policy.

Where a product-specific policy or applicable law provides more specific rights or obligations, the more specific applicable rule governs.

40. Policy Changes

Suffle may update this Policy as marketplace operations, payment systems, seller rules, technology or legal requirements change.

The current effective version should be maintained in Suffle's central legal/policy management system.

41. Legal and Implementation Note

This Policy describes the intended central cancellation, return, replacement and refund framework. Actual eligibility, windows, exclusions, amounts and workflows must match the product configuration and applicable law.

Suffle should ensure that product pages and checkout disclose applicable return, refund, cancellation, exchange/replacement, delivery and grievance information where required.

This Policy should be reviewed by qualified Indian legal counsel before publication and periodically thereafter.

Critical Refund & Cancellation Rules

·       Order confirmation occurs only after successful server-side payment verification.

·       Cancellation, return, replacement and refund eligibility depends on the actual product/order terms, status and applicable law.

·       Customized products may have restricted cancellation/return rights after production begins, subject to applicable law.

·       Refunds must not be represented as completed without authoritative verification.

·       Seller approval, manual order creation or a payment request does not itself confirm an order.

·       All refunds, cancellations and returns use the central Order/Payment/Return/Refund architecture.

·       Never provide UPI PIN, ATM PIN, CVV, banking password or other payment authentication secrets to receive a refund.

Related Suffle Policies

·       Terms & Conditions

·       Privacy Policy

·       Payment Information Policy

·       Subscription Policy

·       Seller Terms / Seller Agreement

·       Reviews & Ratings Policy

·       Custom & Personalised Products Policy

·       Local Delivery & Store Pickup Policy

·       Seller-Assisted (Manual) Orders Policy

·       Grievance Redressal Policy

Regulatory / Drafting Reference

This Policy is intended to operate alongside applicable Indian consumer-protection, e-commerce, data-protection, payment, tax and information-technology requirements. Product-specific terms and customer-facing disclosures should be reviewed against the actual marketplace implementation and current law.