Bluewes policies

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Bluewes (Payments & Refund Policy)

Payments:

Every payments made against the Orders or Services on the Bluewes Platform by you shall be compulsorily in Indian Rupees .Bluewes will not facilitate transactions with respect to any other form of currency with respect to the Orders or Services made on Platform. You can pay by (i) credit card or debit card or net banking; (ii) any other RBI approved payment method at the time of booking an Order; or (iii) credit or debit card or cash at the time of delivery. You understand, accept and agree that the payment facility provided by Bluewes is neither a banking nor financial service but is merely a facilitator providing an electronic, automated online electronic payment, receiving payment on delivery, collection and remittance facility for the transactions on the Platform using the existing authorized banking infrastructure and credit card payment gateway networks. Further, by providing payment facility, Bluewes is neither acting as trustees nor acting in a fiduciary capacity with respect to the transaction or the transaction price.

User/Customer agrees to pay for the total amount for the order placed on the Bluewes Platform. Bluewes shall collect the total amount in accordance with the pricing policy as set forth by the restaurant partner. It is to be noted that, Bluewes shall cannot control any pricing listed by the restaurant partner.

In case of payment at the time of delivery, the user shall not be required to pay for:

  • Orders where the packaging has been tampered or damaged by us;
  • Wrong order being delivered; or
  • Items missing from your order at the time of delivery.

    • Return Policy

    The return policy only applies to orders delivered by us with tampered or damaged packaging or wrong products. We apologize for any inconvenience caused and we strive to provide the best customer service. Our team is dedicated to ensuring that our customers receive only the best quality products, and we take these incidents very seriously. Your satisfaction is our top priority. In rare cases, if the product delivered to you is different from what you ordered or does not match the description on our website/App, please reach out to us immediately. Our customer support team will assist you in resolving the issue as quickly as possible. This may involve returning the incorrect product and receiving a replacement or obtaining a full refund. We understand that receiving damaged or incorrect products can be frustrating, but rest assured that we will do everything in our power to make it right for you. We value your trust in us. It usually takes 2 to 3 working days after the refund process is initiated.

    Cancellation & Refunds:

    When using delivery services, it is important to note that a user has the ability to cancel their order if certain circumstances arise. For example, if the buyer is not available at the delivery address when the order is set to be delivered, or if the user no longer needs the specific item they ordered before delivery takes place. This option provides flexibility for users in case plans change or unexpected situations occur. It is also important for users to carefully review their orders and ensure that all information, such as delivery address and item details, are accurate before confirming their purchase. By being aware of these options and taking careful steps when placing an order, users can have a smooth experience with delivery services and make changes as needed without any hassle.
    After placing any order, the customer can choose to cancel the order within 2 minutes of placing the order on the Bluewes platform. If you choose to cancel within the stipulated time, the buyer will get a 100% refund of the order amount within 2 to 3 working days.

    Many times when a buyer shops online, the consumer may face situations where the seller cancels the order. This can happen due to various reasons such as unavailability of stock or technical issues. However, you don't need to worry about getting your money back in such cases. At Bluewes, we have a system in place that ensures a smooth and hassle-free returns process for our customers. If your order is canceled by the seller, our system will automatically initiate a refund of the excess amount paid by you. It will be credited back to your respective payment account within 2 to 3 working days.

    Refunds:

  • Buyer may be entitled to a refund for prepaid Orders. Bluewes retains the right to retain the penalty payable by the Buyer 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 Bluewes fails to deliver the Order due to a cause attributable to either PDP or Bluewes, however such refunds will be assessed on a case to case basis by Bluewes.
  • All refund amounts shall be credited to Buyers account as may be stipulated as per the payment mechanism of Buyers choice, the estimated timelines are detailed as below, in case Buyer don't choose to credit it to Buyers wallet with his/her Bluewes Account;

    • A) The user shall be entitled to a refund only if you pre-pay for your order at the time of placing your order on the Platform and only in the event of any of the following circumstances:

  • The order packaging has been tampered or damaged at the time of delivery;
  • The user cancels the order due to:
  • Your delivery location following outside our designated delivery zones;
  • Failure to contact you by phone or email at the time of confirming the order booking; or
  • Failure to contact you by phone or email at the time of confirming the order booking, or
  • Where the user cancels the order at the time of confirmation due to unavailability of the items you ordered for at the time of booking.

    • B) The decision on refunds shall be at the sole discretion of the Bluewes Platform and shall be final and binding.

    C) All refund amounts shall be credited to your account within 3-4 business days in accordance with the terms that may be stipulated by the bank which has issued the credit/debit card.

    D) If the buyer has accidentally debited the order amount twice, don't worry. Our system is designed to automatically refund the excess amount to your respective payment account within 2 to 3 working days. We understand that mistakes can happen, and we want to make sure our customers aren't charged for something they didn't want to buy. That's why we have a streamlined process to quickly correct any double charges. Once the refund has been processed, you will receive a notification from us confirming that the amount has been re-credited to your account. You can verify this by checking your relevant payment account statement. If you encounter any delays or problems with the refund process, please contact our customer support team for assistance.

    * The Buyer shall verify his/her Order and the products before providing OTP to the Bluewes 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 Bluewes. Once OTP is provided to the Bluewes, 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.

    ** It is important to understand that Bluewes takes the issue of spurious products very seriously. We believe in providing our users with a safe and reliable platform for their transactions. In case of any complaint regarding a spurious product, we want our users to know that the liability lies solely with the Merchant who sold the product. As a company, Bluewes acts as a facilitator between the Merchant and the Buyer. We do not have control over the actual products being sold on our platform. However, we strive to ensure that all Merchants adhere to strict quality standards and do not engage in selling spurious products. Our company values customer satisfaction and takes every complaint seriously. We understand that dealing with fake products can be frustrating for buyers, which is why we have a dedicated team in place to handle such cases.
    If you believe you have received a fake product from our platform, please reach out to us through our customer support immediately. Our Bluewes team will then initiate an investigation into the matter through call and mail. During this process, we may request additional information and evidence from you to support your claim. Once our team has completed their investigation and confirmed that the product is indeed fake, we will issue a full 100% refund of your order amount.
    It usually takes 2 to 3 working days after the refund process is initiated.