This Refund Policy (“Policy”) sets out the guidelines, terms, and conditions under which refunds and returns are handled on the Fitneter Platform. This document applies to both Customers (Rights) and Vendors (Obligations).
PART A: CUSTOMER POLICY (Your Rights & Process)
Based on the “Customer Refund & Return Policy” Draft
This section sets out the guidelines, terms, and conditions under which customers may request a refund for the products purchased from Vendors via the Fitneter mobile application and website (collectively, the “Platform”), operated by Fitneter Technology Private Limited (“we,” “us,” or “our”).
- REFUND ELIGIBILITY AND REQUIREMENTS
Marketplace Model Clarification
Fitneter is a technology platform connecting you with independent local Bicycle, Fitness & sports stores (“Vendors”). We facilitate the transaction and billing, but the physical products are sold and delivered by the Vendors. Therefore, return and refund eligibility varies depending on the specific product and the Vendor’s individual policy, which is displayed on the product page.
General Return Windows
While specific Vendor policies take precedence, Fitneter mandates a baseline protection policy for its users:
● 7-Day Return Window: Generally, defective or damaged items must be reported within 7 days of delivery.
● Non-Returnable Items: Certain categories (e.g., customized jerseys, undergarments/safety gear like groin guards, or used consumables) may be marked as “Non-Returnable” on the product page.
Standard Eligibility Criteria
To be eligible for a return or refund, the item must be:
● Unused and in original condition: With all original tags, warranty cards, and packaging intact.
● Defective or Damaged: Physically damaged during delivery or having a manufacturing defect.
● Wrong Item Delivered: The product does not match the description/image on the App.
Circumstances Where Refunds Are NOT Accepted:
● You changed your mind after the “Return Window” has expired.
● You have used or damaged the product (e.g., riding a bicycle on the road and then trying to return it).
● The product was marked as “Final Sale” or “Non-Returnable” by the Vendor.
● You failed to report the issue within the stipulated time frame. - THE RETURN PROCESS (MEDIATION BY FITNETER)
Since the transaction occurred on our App, Fitneter acts as the First Point of Contact for disputes.
Step 1: Raise a Request
Go to the “My Orders” section in the App, select the order, and click “Return/Refund.” You must upload clear images of the damaged/defective product.
Step 2: Vendor Verification
We forward your claim to the Vendor. The Vendor may:
● Approve: Accept the return.
● Reject: Dispute the claim (e.g., if they claim the product was sent in good condition).
Step 3: Fitneter Mediation
In case of a dispute, Fitneter will mediate fairly. If the Vendor is found to be at fault (selling fake/damaged goods), we will enforce a refund. If the Customer is found to have damaged the item, the claim will be rejected.
Step 4: Pickup & Inspection
If approved, the Vendor (or their delivery partner) will pick up the item. The item will be inspected at the shop to ensure it is unused. - REFUNDS (If Applicable)
3.1 Refund Timing:
Once the Vendor confirms receipt of the returned item and passes the quality check, Fitneter will initiate the refund.
● Timeframe: Refunds are processed within 7-10 working days.
● Method: The amount will be credited back to the original source of payment (UPI, Card, or Wallet).
3.2 Deduction of Delivery Fees:
● Vendor Fault: If the return is due to a Vendor error (wrong/damaged item), the Delivery Fee you paid will be refunded.
● Customer Change of Mind: If the Vendor accepts a “Change of Mind” return (discretionary), the Delivery Fee and Platform Fee will NOT be refunded; only the product cost will be returned.
3.3 Missing or Late Refunds:
If you have not received a refund within the expected timeframe, please check your bank account again. If the issue persists, contact us at mail.fitneter@gmail.com. - CANCELLATION POLICY
CANCELLATION BY FITNETER / VENDOR:
We reserve the right to cancel any order for reasons including:
● Out of Stock: The Vendor physically ran out of the item before updating the App inventory.
● Pricing Error: A gross error in the listed price.
● Unserviceable Location: If the Vendor cannot deliver to your distance.
● Fraud: Suspicious bulk transactions. If your order is cancelled by us/Vendor, the full amount will be reversed to your account.
CANCELLATION BY CUSTOMER:
● Before Dispatch: You can cancel the order freely on the App before the Vendor marks it as “Ready for Dispatch” or “Out for Delivery.” You will receive a full refund.
● After Dispatch: Once the Vendor has dispatched the item (or you have picked it up), the order cannot be cancelled. It can only be returned via the Return Policy process described above.
PART B: VENDOR OBLIGATIONS (Financial & Operational)
Based on the “Vendor Return & Refund Obligations” Draft. This section constitutes a binding agreement between Fitneter Technology Private Limited (“Company”) and the Vendor (“You”). - GENERAL RETURN MANDATE
1.1 Acceptance of Returns
As a Vendor on the Fitneter Marketplace, You agree to accept returns from Customers under the following “Standard Return Scenarios”:
● Defective/Damaged Product: The item arrived broken, dented, or non-functional.
● Wrong Item Delivered: You shipped a product that does not match the Order details (e.g., wrong size, color, or model).
● Missing Parts: The product is incomplete (e.g., a bicycle missing pedals or seat).
● Counterfeit/Fake: The Customer claims the product is not authentic (subject to verification).
1.2 The 7-Day Window
You agree to honor the Platform’s standard 7-Day Return Window. Any valid claim raised by a Customer within 7 days of delivery must be processed by You. - FINANCIAL LIABILITY & CHARGEBACKS
2.1 The Chargeback Mechanism
Fitneter acts as the payment collection agent. If a refund is approved for a Customer due to Vendor fault (Defect/Wrong Item), You authorize Fitneter to
recover the refund amount via a “Chargeback.”
2.2 Recovery Methods
We will recover the refunded amount from You via one of the following methods:
● Deduction from Payout: We will deduct the full refund amount from the settlement of Your future orders.
● Invoice Adjustment: If no future payouts are pending, We will raise a Debit Note which You must pay within 7 days.
● Reversal: Reversing the original transaction settlement if it has not yet been processed by the bank.
2.3 Non-Refundable Fees
● Platform Fee: If a return is caused by Your error (e.g., You sent a broken cycle), the Platform Fee (Commission) charged by Fitneter for that order is NON-REFUNDABLE. You will bear the loss of the commission.
● Delivery Fee: You must also reimburse the Delivery Fee paid by the Customer. - RETURN LOGISTICS & COST
3.1 Reverse Pickup
● Vendor Responsibility: You are responsible for arranging the reverse pickup of the defective item from the Customer’s location.
● Cost: You agree to bear 100% of the reverse logistics cost for defective/wrong items. - DISPUTE RESOLUTION
4.1 Vendor Right to Contest
If You believe a return claim is fraudulent (e.g., Customer damaged the cycle after riding it), You may contest the claim by providing evidence to Fitneter:
● Required Evidence: CCTV footage of packing, images of the item before dispatch, or proof of rigorous quality check (QC).
4.2 Fitneter’s Decision
Fitneter will review the evidence from both sides.
● Decision Finality: You agree that Fitneter’s decision regarding the refund is final. If We decide in favor of the Customer based on the evidence, We will process the refund and initiate the Chargeback, and You generally cannot appeal further. - SPECIFIC PRODUCT SCENARIOS
5.1 “Change of Mind” Returns
You are NOT obligated to accept returns if the Customer simply changed their mind, unless You have voluntarily enabled a “No-Questions-Asked” return policy for Your store to attract more buyers.
If You accept such a return, You may deduct a “Restocking Fee” (e.g., delivery costs) from the refund, provided this was communicated in Your store policy.
5.2 Customized/Hygiene Items
Items such as customized jerseys or personal safety gear (e.g., groin guards, mouthguards) are generally Non-Returnable unless defective. You must mark these clearly in your product listing. - CONSEQUENCES OF HIGH RETURN RATES
6.1 Performance Monitoring
Fitneter monitors your “Return Rate.”
● Threshold: If Your return rate exceeds 5% of Your total orders (due to defects/wrong items), Your account will be flagged.
● Penalties: High return rates may lead to:
Increased Commission Rates.
Temporary suspension of Your store visibility.
Permanent delisting from the Platform. - CONTACT INFORMATION & LEGAL COMPLIANCE
5.1 Policy Changes:
Fitneter reserves the right to amend this policy at any time without prior notice.
5.2 Vendor-Specific Override:
Customers acknowledge that Vendors are independent sellers. While Fitneter sets minimum standards (like the 7-day defect window), specific warranty or service policies are provided by the Vendor/Brand, not Fitneter.
Contact Us:
For any inquiries regarding this Policy or assistance with a dispute:
● Email: mail.fitneter@gmail.com
● Website: www.fitneter.com
● Address: Fitneter Technology Pvt Ltd, Kolkata, West Bengal / Agartala, Tripura.