Any Capitalized terms used but not defined here in shall have the meaning assigned to
them under the Terms of Use which govern your use of our website www.Vizzve.com (the
“Website”) and our ‘Vizzve’ application for mobile and handheld devices (the “App”). The
Website and the App are jointly referred to as the “Platform”.
Customer Cancellation
As a general rule Buyer shall not be entitled to cancel Order once placed. Buyer may
choose to cancel Order only within one-minute of the Order being placed. However,
subject to Buyer’s previous cancellation history, Vizzve reserves the right to deny any
refund to Buyer pursuant to a cancellation initiated by Buyer even if the same is within
one-minute followed by suspension of account, as may be necessary in the sole discretion
of Vizzve.
If Buyer cancels his/her Order after one minute of placing it, Vizzve shall have a right
to collect a penalty of 100% of the Order amount for breach of contract terms as a
compensation for the damages suffered by Vizzve, with a right to either not to refund
the Order value in case Buyer’s Order is prepaid or recover from the Buyer’s subsequent
Order in case his/her Order is postpaid, to compensate the Merchants and Delivery
partners.
Non-Customer Cancellation
Vizzve reserves the right to collect a penalty for the Orders constrained to be canceled
by Vizzve for reasons not attributable to Vizzve, including but not limited to:
in the event if the address provided by Buyer is either wrong or falls outside the
delivery zone;
failure to contact Buyer by phone or email at the time of delivering the Order booking;
failure to deliver Buyer Order due to lack of information, direction or authorization
from Buyer at the time of delivery; or
unavailability of all the items ordered by Buyer at the time of booking the Order; or
unavailability of all the items ordered by Buyer at the time of booking the Order.
However, in the unlikely event of an item in an Order being unavailable, Vizzve will
contact the Buyer on the phone number provided to us at the time of placing the Order
and inform Buyer of such unavailability. In such an event Buyer will be entitled to
cancel the entire Order and shall be entitled to a refund to an amount upto 100% of the
Order value.
In case of cancellations for the reasons attributable to Vizzve or the Merchant or
Delivery partners, Vizzve shall not collect any penalty from the Buyer.
If the Order could not be delivered within the estimated time while placing the order;
If the Order has not been picked by the Delivery partners
If the Merchant doesn't accept or cancels the Order due to reasons not attributable to
Buyer, including but not limited to the store being closed, non-availability of items,
store cannot service online orders at that moment, store is overcrowded, etc.
If Vizzve cancels the Order due to reasons not attributable to Buyer, including but not
limited to non-availability of Delivery partners, etc.
Vizzve reserves the right to look into the cancellation request of the Buyer and
determine if such cancelation request falls under the conditions mentioned above. If
Vizzve is satisfied that the request and same fulfills any of the aforesaid conditions,
then Vizzve shall process the cancellation request and refund amounts to the Buyer.
Refunds
Buyer may be entitled to a refund for prepaid Orders. Vizzve retains the right to retain
the penalty payable by the Buyer in Section I(2) from the amount refundable to him/her.
The Buyer shall also be entitled to a refund of proportionate value in the event
packaging of an item in an Order or the complete Order, is either tampered or damaged
and the Buyer refuses to accept at the time of delivery for the said reason;
Buyer may be entitled to a refund upto 100% of the Order value if Delivery partners
fails to deliver the Order due to a cause attributable to either Delivery partners or
Vizzve, however such refunds will be assessed on a case to case basis by Vizzve.
Our decision on refunds shall be final and binding.
All refund amounts shall be credited to Buyer’s account as may be stipulated as per the
payment mechanism of Buyer’s choice, the estimated timelines are detailed as below, in
case Buyer don't choose to credit it to Buyer’s wallet with his/her Vizzve Account;
All refund will be done within 7days
In case of payment at the time of delivery, Buyer will not be required to pay for:
Orders where packaging is either tampered or damaged at the time of delivery;
Wrong Order being delivered; or
Items missing from Buyer’s Order at the time of delivery.
Provided the same is communicated to Vizzve Customer Care through the Platform before
the Order is marked delivered.
Specific Terms with respect to Use of Platform for purchase of alcoholic beverages
Cancellation: As a general rule the Buyer shall not be entitled to cancel his/her Order
once placed. If the Buyer cancels his/her Order, Vizzve shall have a right to collect
the Buyer 100% of the Order amount as the cancellation fee, with a right to either not
to refund the Order value in case the Buyer’s Order is prepaid or recover from the
Buyer’s subsequent Order(s) in case Buyer’s Order is postpaid, to compensate the
Merchants and Delivery partners.
Non-Customer Cancellation: Vizzve reserves the right to collect the Buyer cancellation
fee for the Orders constrained to be cancelled by Vizzve for reasons not attributable to
Vizzve or Merchant, including but not limited to:
in the event if the address provided by the Buyer is either wrong or falls outside the
Vizzve’s delivery zone;
failure to contact the Buyer by phone or email at the time of delivering the Order;
failure to deliver the Buyer’s Order due to lack of information, direction or
authorization from the Buyer at the time of delivery; or
the Buyer’s failure to provide a valid OTP to the Delivery partners for receiving
delivery
Refunds: The Buyer may be entitled to a refund for prepaid Orders, post deduction of
cancellation fee, if any for reasons mentioned above or in a manner as deemed fit by
Vizzve in its sole discretion, if refund has been requested due to the following
reasons:
If the Order could not be delivered within 2 hours;
If the Merchant cancels the Order due to reasons not attributable to the Buyer,
including but not limited to store being closed, non-availability of items, store not
servicing online Orders, overcrowding at store, etc.;
If Vizzve cancels the Order due to reasons not attributable to the Buyer, including but
not limited to non-availability of Delivery partners, etc.
The Buyer may be entitled to refund due to the aforesaid reasons upto 100% of the Order
value depending upon the nature of issue. Vizzve reserves the right to consider the
cancellation and refund request and determine if such cancellation and refund request
satisfy any of the aforesaid conditions, in which case Vizzve shall process the
cancellation request and refund to Buyer.
Important Note 1: The Buyer shall verify his/her Order and the products before providing
OTP to the Delivery partners and any issue with respect to the product or Buyer’s Order
shall be notified immediately, and cancellation request shall be placed before providing
OTP to the Delivery partners. Once OTP is provided to the Delivery partners, it shall be
deemed that the Buyer has accepted delivery of his/her Order and once he/she has
accepted delivery, the Buyer cannot cancel the Order and/or claim refund.
Important Note 2: In case of the complaint of any spurious product, the liability shall
solely lie with the Merchant selling the product. Vizzve is merely facilitating the
transactions between the Merchant and the Buyer and therefore, Vizzve shall assume no
liability with respect to the products sold by the Merchant. Vizzve strictly discourages
dealing of any spurious product on its Platform and shall reserve the right to report
such incidents to the concerned authorities for appropriate legal actions.
