1Cancellation by Customer

1.1 Before Pickup

You may cancel an order at no charge at any time before our rider or staff initiates the pickup. Cancellation before pickup entitles you to a full refund of any amount paid online.

To cancel: Use the "Cancel Order" option in the app, call our helpline, or email drycleanEx.com@gmail.com with your order number.

1.2 After Pickup — Before Processing Begins

Once garments have been collected by our staff or rider, cancellation is possible only before the processing of your garments has commenced. In such cases, a pickup charge of ₹80 will be deducted from any refund, and arrangements will be made to return the garments without service.

1.3 After Processing Has Begun

Once the cleaning or processing of your garments has started, cancellation is not permitted. You will be required to pay the full order value and collect your garments.

1.4 Walk-in Orders

For orders placed at our store counter, cancellation is permitted before tagging and sorting. Once garments are tagged and entered into our system, the order is considered in process and the cancellation policy in 1.3 applies.

2Cancellation by DrycleanEx

We reserve the right to cancel an order under the following circumstances:

• The garment is found to be unsuitable for our cleaning processes upon inspection (we will notify you immediately)
• The pickup address is outside our serviceable zone or is inaccessible
• Payment has not been received or has failed for prepaid orders
• The item falls under our list of prohibited items as defined in our Terms & Conditions
• Force majeure events including natural disasters, civil unrest, or government orders

In all cases of cancellation by DrycleanEx, you will receive a full refund of any amount paid. If garments have already been collected, they will be returned at no charge.

3Refund Eligibility

You are entitled to a refund in the following situations:

• Order cancelled before pickup: Full refund of amount paid
• Service not performed: Full refund if we are unable to perform the agreed service
• Garment damage attributable to our negligence: Refund of service charge for affected garment(s) plus compensation as per our Garment Liability clause (Terms & Conditions, Section 6)
• Significant delay: If we exceed the committed turnaround time by more than 48 hours without prior communication, you may claim a partial refund of up to 25% of the order value for affected items
• Overcharging: If you have been charged an amount greater than the confirmed order price, the excess will be refunded
• Double payment: In cases of technical errors causing duplicate payment, the duplicate amount will be refunded

4Non-Refundable Situations

Refunds will not be provided in the following circumstances:

• Stains that cannot be removed despite our best efforts, where this was communicated to you before or during processing
• Colour changes, shrinkage, or fabric damage caused by following the garment care label instructions
• Pre-existing damage, wear, or inherent fabric weakness noted at inspection
• Customer preference dissatisfaction where the service was technically performed correctly
• Garments with care labels indicating "Dry Clean Only" that were submitted for wet wash at customer's specific request
• Damage to embellishments (beads, sequins, embroidery) that are inherently fragile
• Claims raised after 48 hours of delivery or collection
• Orders where express service has already been performed (express surcharge is non-refundable)

5Refund Process & Timeline

5.1 How to Request a Refund

1. Contact us within 48 hours of delivery/collection via the app, email (drycleanEx.com@gmail.com), or phone
2. Provide your order number, a description of the issue, and photographic evidence of any damage
3. Our quality team will review your claim within 3 working days
4. If approved, the refund is processed to the original payment method

5.2 Refund Timelines

• UPI / Wallets: 1–3 working days from approval
• Debit / Credit Card: 5–7 working days from approval (depends on your bank)
• Net Banking: 3–5 working days from approval
• Cash payments: Refunded in cash at our store or by cheque within 7 working days
• DrycleanEx Wallet credit (optional): Immediate upon approval

If you prefer a faster resolution, approved refunds may be credited to your DrycleanEx account wallet balance instantly. Wallet credits can be used for future orders but are not redeemable for cash.

5.3 Escalation

If your refund request is not resolved within 10 working days, you may escalate to our Grievance Officer at drycleanEx.com@gmail.com. If still unresolved, you may approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

6Garment Damage Claims

Our liability for garment damage is governed by Section 6 of our Terms & Conditions (Garment Liability). In summary:

• Maximum liability: 10× the service charge for the affected garment, unless you opted for our Garment Protection Plan
• Claims must be raised within 48 hours of delivery with photographic evidence
• Compensation is paid after our quality team verifies the claim
• The disputed garment becomes our property upon payment of compensation

7Express Service

The express surcharge is charged for priority scheduling and processing. If we fail to deliver within the committed express timeline through no fault of yours (e.g., not due to incorrect address or absence at delivery), the express surcharge will be refunded. The base service charge remains payable as the service was performed.

8Subscription Plans

If we offer subscription or bundle plans:

• Unused credits in subscription plans may be carried forward as per the specific plan terms
• Cancellation of a subscription mid-cycle entitles you to a pro-rata refund for unused credits, unless otherwise stated in the plan terms
• We will provide clear subscription terms at the time of purchase

9Dispute Resolution

We are committed to resolving all refund disputes fairly and promptly. Our internal escalation path is:

1. Customer Support: drycleanEx.com@gmail.com — 3 working days
2. Grievance Officer: drycleanEx.com@gmail.com — 30 days
3. Consumer Forum: District/State/National Consumer Disputes Redressal Commission under Consumer Protection Act, 2019

You retain all rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 to seek redressal through the Central Consumer Protection Authority (CCPA) or any competent consumer forum.