Refund, Cancellation & Dispute Policy

Effective Date: 26 June 2026
Version: 1.0

This Refund, Cancellation & Dispute Policy governs purchases made through MemuniCity ("MemuniCity", "we", "our", or "us"). MemuniCity is an online marketplace connecting residents of apartment societies, streets and neighbourhoods with independent sellers.

Because products and services are supplied by individual sellers, refund obligations primarily rest with the respective seller. MemuniCity acts as a facilitator and administrator of disputes.

1. Scope

This policy applies to:

• Products sold through MemuniCity.
• One-time services booked through MemuniCity.
• Recurring subscriptions for services such as tuition, childcare, home assistance, and similar offerings.

2. Order Status

Orders may pass through the following stages:

• CREATED
• PAID
• DELIVERED
• FAILED
• REFUNDED

A payment is considered successful only after payment confirmation has been received.

3. Cancellation Before Payment

If payment is not completed:

• No order is finalized.
• No money is collected.
• The order automatically fails.

No cancellation fee is charged.

4. Buyer Cancellation

Before Delivery

A buyer may request cancellation before the order has been marked as delivered.

Cancellation requests are not automatically guaranteed and may depend on:

• Whether the seller has already started fulfilling the order;
• Whether the product or service has already been provided;
• The nature of the item purchased.

MemuniCity and the seller may review the request before approving a refund.

After Delivery

Once an order has been marked as delivered, cancellation is generally not available. However, buyers may raise a dispute under Section 7 of this policy.

5. Seller Cancellation

Sellers are expected to honor accepted orders. A seller may cancel an order if:

• The item becomes unavailable;
• Inventory information was incorrect;
• The service can no longer be provided;
• Exceptional circumstances prevent fulfillment.

Approved cancellations will result in a refund to the buyer. Repeated seller cancellations may result in suspension or other administrative action.

6. Non-Refundable Situations

Refunds may be denied in circumstances including:

• Buyer changes their mind after successful delivery;
• Incorrect usage of a product or service;
• Minor variations in color, appearance, or packaging;
• Delays caused by circumstances outside the seller's control;
• Failure by the buyer to cooperate in receiving delivery or attending a booked service;
• Issues arising after successful completion and acceptance of the order, unless covered by a valid dispute.

7. Dispute Process

Eligibility

A buyer may raise a dispute:

• While the order status is PAID; or
• Within seven (7) days after delivery.

After this period, disputes may no longer be accepted.

Examples of Valid Disputes

A dispute may be raised for reasons including:

• Item not received;
• Service not provided;
• Wrong item received;
• Damaged item received;
• Material misrepresentation of the listing;
• Significant quality issues;
• Fraudulent activity.

Review Process

Disputes are reviewed by MemuniCity administrators. During review, we may request:

• Photographs;
• Chat records;
• Screenshots;
• Additional explanations;
• Other supporting evidence.

MemuniCity may also communicate with the seller to obtain their response.

Resolution

After review, MemuniCity may approve the dispute — resulting in a full refund, a partial refund where appropriate, or another mutually agreed resolution — or reject the dispute if insufficient evidence exists or the claim falls outside this policy.

The decision of MemuniCity after review shall be final unless otherwise required by applicable law.

8. Refund Processing

Approved refunds are processed through the original payment method. Actual credit timelines depend on banks, UPI providers, card issuers, and payment partners.

Refund timelines may vary but generally range from instant to 10 business days. MemuniCity is not responsible for delays caused by banks or payment providers.

9. Seller Refund Liability

Depending on the configured payment mode, MemuniCity's payment infrastructure may transfer the seller's share directly to the seller at the time of payment. Accordingly:

• Sellers remain responsible for refunds relating to their own orders.
• When a refund is approved, the seller's corresponding share is reversed. Where the seller has already been paid out for the order, that amount is reversed from the seller's linked payout account; where the seller has not yet been paid out, the refunded amount is simply deducted from what is owed to the seller for that order.
• A refunded order no longer counts towards the seller's earnings.

By selling through MemuniCity, sellers acknowledge and accept this refund responsibility.

10. Inventory Restoration

When a refund is successfully processed:

• Product stock may be restored.
• Service slots may become available again.
• Daily availability limits may be replenished.

11. One-Time Services

One-time services are treated similarly to product orders. Refund eligibility depends upon:

• Whether the service was provided;
• Evidence submitted by both parties;
• Findings during dispute review.

12. Recurring Service Subscriptions

Recurring services may include tuition, home assistance, childcare, and other subscription-based services.

Subscribers may cancel future billing at any time from the subscription management section. Cancellation:

• Stops future charges;
• Releases reserved seats or slots;
• Does not automatically refund charges already collected.

Amounts already paid for completed billing cycles are generally non-refundable. Refunds for already-paid cycles may be granted only where:

• The service was not provided;
• The seller failed to perform;
• A dispute is resolved in the buyer's favor.

13. Failed Payments

If a payment attempt fails:

• No order is confirmed.
• No inventory is permanently consumed.
• No seller payout occurs.

The buyer may attempt payment again.

14. Marketplace Role

MemuniCity operates as a technology platform connecting buyers and sellers. Products and services are supplied by independent sellers.

MemuniCity does not manufacture products, guarantee quality, or assume the role of merchant for third-party listings. However, MemuniCity may intervene to investigate complaints and facilitate fair resolutions.

15. Abuse Prevention

We reserve the right to:

• Reject fraudulent claims;
• Suspend abusive accounts;
• Limit refunds where misuse is detected;
• Remove sellers who repeatedly violate platform rules;
• Take other actions necessary to protect users and the platform.

16. Contact

For refund requests, disputes, or support inquiries, please contact:

MemuniCity Support
Email: admin@memunicity.app
Address: MJ LifeStyle Amadeus, Bangalore, 560099

Response times may vary depending on the complexity of the issue.