Jurisdiction: Jaipur, Rajasthan, India
Compliant With: Consumer Protection Act 2019 | Consumer Protection (E-Commerce) Rules 2020
Our Commitment to You
Jaldhara operates on a prepaid wallet model. We believe in complete transparency about when and how we process refunds. This policy explains every refund and cancellation scenario in plain language so you always know exactly what to expect. We have designed this policy to be fair to both Customers and the Platform while complying with Indian consumer protection law.
This Refund and Cancellation Policy ("Policy") applies to all Customers of the Jaldhara Platform - the hyperlocal water delivery subscription service operating in Jaipur, Rajasthan, India. It governs all refund requests, wallet credits, subscription cancellations, and delivery dispute resolutions arising from use of the Platform.
This Policy forms part of Jaldhara's Terms and Conditions and should be read alongside the User Agreement and Privacy Policy. By subscribing to any delivery plan or making a wallet top-up on the Platform, you acknowledge and accept the terms of this Policy.
Jaldhara's refund obligations arise under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Nothing in this Policy limits or excludes any statutory consumer rights available to you under Indian law.
Before detailing refund scenarios, it is important to understand how Jaldhara's payment model works, as it is specifically designed to minimise financial risk for Customers and eliminate the need for complex subscription refunds.
How the Jaldhara Wallet Works
Step 1 - Wallet Top-Up: The Customer adds a minimum of 5 days' delivery value to their Wallet at any time using PhonePe or other available payment methods.
Step 2 - Daily Deduction: Each evening, Jaldhara automatically deducts the cost of the next day's scheduled delivery from the Customer's Wallet. If the balance is sufficient, the order is confirmed.
Step 3 - Low Balance Alert: When the Wallet balance falls below 2 days' delivery value, the Platform sends automated alerts via push notification, SMS, or email to prompt a recharge.
Step 4 - Auto-Pause: If the Wallet balance reaches zero before the evening deduction, the subscription is automatically paused. No delivery is scheduled and no amount is deducted.
Step 5 - Resume: The Customer can resume their subscription at any time by topping up the Wallet. Delivery resumes from the next business day.
Key Benefit: Because Jaldhara only deducts per-delivery amounts - not a bulk subscription fee - there is rarely a large prepaid amount at risk. Refund scenarios are therefore limited and clearly defined.
The table below provides a complete overview of all refund and credit scenarios on the Jaldhara Platform. Full details for each scenario are provided in the sections that follow.
| Scenario | Eligible? | Credit / Refund Method | Timeframe |
|---|---|---|---|
| Supplier fails to deliver a confirmed order | Yes | Wallet Credit (full order value) | Within 24 hours of missed delivery |
| Supplier delivers wrong quantity or product type | Yes | Wallet Credit (proportionate value) | Within 48 hours of raising complaint |
| Supplier delivers damaged or visibly unclean product | Yes | Wallet Credit (full order value) | Within 48 hours of complaint with evidence |
| Customer cancels subscription - unused wallet balance | Yes | Refund to original payment source | Within 7 business days of account closure |
| Customer cancels after order is generated for next day | Partial | Order value non-refundable; remaining balance refunded | Wallet balance within 7 business days |
| Customer wishes to pause subscription | N/A | No deduction - wallet balance retained | Immediate effect |
| Customer top-up - change of mind before any deduction | Yes | Refund to original payment source | Within 7 business days of request |
| Customer top-up - partial deductions already made | Partial | Remaining wallet balance refunded | Within 7 business days of request |
| Platform technical error causes duplicate deduction | Yes | Full refund of duplicate amount to Wallet | Within 24 hours of error confirmation |
| Delivery delayed but eventually completed same day | No | No refund - delivery fulfilled | Not applicable |
| Customer dissatisfied with water quality | Review | Complaint reviewed - credit at Jaldhara's discretion | Within 5 business days of complaint |
| Fraud or chargebacks on wallet top-up | Review | Investigated per RBI and PhonePe guidelines | Per payment gateway timeline |
If a Supplier who has accepted an Order fails to deliver on the scheduled date and time, Jaldhara will:
How to Report a Non-Delivery Customers must report a non-delivery through the Jaldhara app (My Orders > Report Issue) or by emailing [email protected] within 24 hours of the scheduled delivery time. Reports submitted after 24 hours may not be eligible for automatic Wallet Credits and will be reviewed on a case-by-case basis.
If a Supplier delivers fewer units than ordered (for example, 1 can when 2 were ordered), the Customer will receive a proportionate Wallet Credit for the undelivered quantity. To claim this credit, the Customer must:
Wallet Credits for quantity shortfalls will be processed within 48 hours of the complaint being verified.
If a Supplier delivers the wrong product (for example, a 10-litre jar when a 20-litre can was ordered), the Customer is entitled to a full Wallet Credit for that delivery. The Customer must report the issue within 24 hours with photographic evidence where possible. Wallet Credit will be processed within 48 hours of verification.
If a Customer receives a visibly damaged, unsealed, or clearly unclean water container, they are entitled to reject the delivery at the time of receipt and report it immediately through the app. A full Wallet Credit will be issued within 48 hours of the complaint being confirmed. Jaldhara may request photographic evidence to process this complaint.
Important - Water Quality Complaints Jaldhara does not independently test water quality. Complaints about water taste, smell, or quality that are not apparent from visual inspection at delivery will be reviewed but are not automatically eligible for a Wallet Credit. Such complaints will be escalated to the relevant Supplier and investigated within 5 business days. Credits for water quality issues will be issued at Jaldhara's discretion based on the outcome of the investigation. For health-critical concerns, we strongly recommend independent water quality verification.
When a Customer closes their Jaldhara account, any unused balance remaining in their Wallet will be refunded in full. Jaldhara will process this refund within 7 business days of the account closure request being verified.
Refunds will be credited to the original payment source used for the last top-up where technically possible. If the original payment source is no longer available, the Customer may request a refund to an alternate bank account by providing account details to [email protected].
If a Customer adds funds to their Wallet but changes their mind before any order deduction is made, they may request a full refund of the topped-up amount. The request must be submitted within 7 days of the top-up. Refund will be processed to the original payment source within 7 business days.
If a Customer has topped up their Wallet and some deductions have already been made for completed deliveries, they may request a refund of the remaining unused balance at any time. The refund will cover only the balance remaining at the time the refund request is submitted and verified. Amounts already deducted for completed or confirmed upcoming deliveries are not refundable.
If a Customer requests a cancellation or account closure after the evening order generation time (when the next day's delivery amount has already been deducted from the Wallet), the deducted order amount is non-refundable for that day's delivery. The remaining wallet balance after that deduction will be refunded within 7 business days.
Understanding Order Generation Time Jaldhara generates orders each evening for the following day's delivery. The exact order generation time is displayed in the application. Once an order is generated and the amount is deducted from the Wallet, that specific order is considered confirmed and the deducted amount is non-refundable, even if the Customer cancels their subscription immediately after. The remaining wallet balance (excluding the confirmed order) is always refundable.
Customers may cancel an active subscription at any time through the Jaldhara app via Settings > My Subscriptions > Cancel Subscription. Cancellation takes effect from the next order generation cycle. Any delivery already confirmed for the current day will proceed as scheduled.
Cancellation of a subscription does not automatically trigger a wallet refund. The Customer's wallet balance is retained on the account and can be used for a new subscription in the future. If the Customer wishes to receive a cash refund of the remaining wallet balance, they must submit a separate refund request as described in Section 5.
Jaldhara recommends using the Pause feature rather than full cancellation if the Customer intends to resume deliveries within 30 days, as it preserves the existing Supplier assignment and delivery schedule.
| Item | Details |
|---|---|
| Pause | Temporarily stops order generation and daily deductions. Wallet balance is fully retained. Subscription can be resumed at any time. Best option for short-term absence or travel. |
| Cancellation | Permanently stops the subscription. Wallet balance is retained on account. A refund request must be submitted separately for any cash refund. A new subscription must be created to restart deliveries. |
Jaldhara does not impose any minimum subscription period or lock-in commitment on Customers. You may cancel or pause at any time without penalty. There are no early cancellation fees.
In the event that a technical error on the Jaldhara Platform causes an incorrect or duplicate deduction from a Customer's Wallet, Jaldhara will:
Customers who notice an incorrect deduction should report it immediately through the app (My Wallet > Report Issue) or email [email protected] with the transaction reference number. Jaldhara will investigate and respond within 24 hours.
For the avoidance of doubt, the following situations are not eligible for a refund or Wallet Credit:
All refund and credit requests must be submitted through one of the following channels:
Jaldhara will acknowledge all refund requests within 24 hours and process verified requests within the timeframes specified in this Policy.
| Item | Details |
|---|---|
| Non-delivery Wallet Credit | Within 24 hours of confirmed missed delivery |
| Shortfall / Wrong Product Credit | Within 48 hours of complaint verification |
| Damaged Delivery Credit | Within 48 hours of complaint verification |
| Wallet Balance Refund on Closure | Within 7 business days of account closure |
| Top-Up Refund (no deductions made) | Within 7 business days of request |
| Top-Up Refund (partial deductions) | Within 7 business days of request |
| Technical Error / Duplicate Deduction | Within 24 hours of error confirmation |
| Water Quality Complaint (reviewed) | Within 5 business days of complaint |
Wallet Credits are applied to the Customer's Jaldhara Wallet immediately upon processing and can be used for any future delivery. Cash refunds (for wallet balance on account closure or top-up refunds) will be credited to the original PhonePe payment source or UPI-linked account where technically possible. If the original payment source is unavailable, the Customer may provide alternate bank account details. Jaldhara does not refund via cash or cheque.
Jaldhara may request the following information to verify a refund claim before processing:
Jaldhara reserves the right to decline refund requests where the claim cannot be verified, where the request falls outside the eligible timeframe, or where there is evidence of fraudulent activity.
If a Customer is not satisfied with the outcome of a refund request, the following escalation path is available:
| Item | Details |
|---|---|
| Step 1 - Support Team | Contact [email protected] with your complaint reference. Response within 48 hours. |
| Step 2 - Grievance Officer | If unresolved after 5 business days, escalate to [email protected]. Response within 30 days as required by IT Rules 2021. |
| Step 3 - Consumer Forum | If still unresolved, you have the right to approach the Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019. |
Jaldhara is committed to fair resolution of all disputes. We handle every complaint in good faith and in compliance with Indian consumer protection law.
Jaldhara reserves the right to update or modify this Refund and Cancellation Policy at any time. Material changes will be communicated to Customers via push notification or email at least 7 days before the revised policy takes effect. The current version of this Policy is always accessible at jaldhara.in/refund-policy.
Your continued use of the Platform after the effective date of any amendment constitutes your acceptance of the revised Policy.
| Item | Details |
|---|---|
| Platform Name | Jaldhara |
| Registered Address | Jaipur, Rajasthan, India |
| Customer Support Email | [email protected] |
| Grievance Officer Email | [email protected] |
| Refund Policy URL | jaldhara.in/refund-policy |
| Grievance Officer | Ashwani Bhatt |
| Support Response Time | Within 48 hours for all refund and cancellation queries |
