Refund Policy

1. Cancellation by you

• Before pickup: Cancel for free up until the rider is dispatched. A 100% refund is initiated immediately.
• After pickup: If the order has been picked up and processing has not started, we issue a refund less the pickup & logistics fee (typically ₹49).
• After processing has started: The order is no longer cancellable, but you can still raise a quality complaint.

2. Missed service window

If we miss the promised delivery window by more than 24 hours for standard service (or the SLA stated for express service) without a valid reason, you are eligible for a service-fee waiver of up to 20% of the order value, credited to Clthwork Wallet or refunded to source on request.

3. Quality complaints

• Raise a complaint within 48 hours of delivery via the order screen or by writing to [email protected].
• Re-cleaning is offered free of charge for stain or finish issues that fall within the partner shop’s service scope.
• If re-cleaning is not viable or the issue persists, we issue a partial or full refund based on the assessment.

4. Damage or loss

Damage or loss claims must be raised within 7 days of delivery. We investigate with the partner shop and respond within 5 business days. Compensation is capped per the liability clause in our Terms of Service.

5. Refund timelines

• Clthwork Wallet: Instant.
• UPI: 1–2 business days.
• Cards / Net banking: 5–7 business days, depending on your bank.
• Cash on delivery orders: Refunded to Clthwork Wallet, or to a bank account on request.

6. Non-refundable items

• Convenience or platform fees on completed orders.
• Tipping or gratuity given to delivery partners.
• Add-ons that have already been used (e.g. express upgrade once dispatch has started).

7. Need help?

Our team is happy to walk you through any refund. Reach us at [email protected] or via the in-app chat.