Refund & Cancellation Policy

At Hoopoe Bikes, customer satisfaction remains our highest priority. In the event that a customer is dissatisfied with the services availed, refunds may be considered strictly in accordance with our Refund Policy, subject to verification of the concern and a detailed review by the appropriate internal teams.

CUSTOMER SATISFACTION COMMITMENT

At Hoopoe Bikes Private Limited, customer satisfaction is a core priority. We strive to ensure transparency, fairness, and clarity in all transactions involving our electric mobility products and services. This Refund, Cancellation & Shipping Policy outlines the circumstances under which cancellations, refunds, and deliveries are handled.

Refunds or cancellations, where applicable, shall be processed strictly in accordance with this Policy, after due verification and internal assessment by the relevant teams of Hoopoe Bikes. Any misuse of the policy, misrepresentation of facts, or fraudulent claims may result in rejection of the request.

CANCELLATION POLICY

An order placed on the Hoopoe Bikes Platform may be cancelled by the customer within 24 (twenty-four) hours from the time of order confirmation, subject to the status of order processing.

Once the order has progressed to stages such as packaging, shipment, or dispatch, cancellation requests may attract a cancellation fee, as Hoopoe Bikes would have already incurred operational, logistical, or administrative costs.

Hoopoe Bikes reserves the right to approve or reject cancellation requests based on the order status, nature of the product, and internal assessment. Cancellation requests raised after the product has been shipped or marked “out for delivery” shall be subject to cancellation charges as detailed below.

RETURN POLICY

Once a Product has been successfully delivered, it shall not be eligible for return, cancellation, or refund. All shipments are dispatched with due care; however, the responsibility for risk during transit rests with the customer. Hoopoe Bikes shall not be held liable for damage or loss occurring in transport beyond its reasonable control.

REFUND POLICY

In the event of an approved cancellation, refunds shall be processed after deducting the applicable cancellation fee, if any. Refunds will be credited to the original source account used at the time of purchase.

Once a refund has been initiated from Hoopoe Bikes’ end, the credited amount is expected to reflect in the customer’s account within 7 to 15 business days, subject to banking procedures and guidelines issued by the Reserve Bank of India (RBI) and the timelines of the payment gateway or financial institution.

Hoopoe Bikes shall not be responsible for delays caused by banks, payment gateways, or other third-party systems beyond its reasonable control. Please note that our cancellation and refund policies are subject to change without prior notice.

CANCELLATION FEE STRUCTURE

The applicable cancellation charges are as follows:

Within 24 hours of placing the order
No cancellation fee if the order is not processed for dispatch.
If the order status is “Shipped”
A cancellation fee of 10% of the total order value shall be applicable.
If the order status is “Out for Delivery”
A cancellation fee of 30% of the total order value shall be applicable.

These charges are intended to cover administrative, logistics, and handling costs already incurred by the Company.

DELIVERY & SHIPPING POLICY

The User confirms that all delivery details, including name, address, contact number, and location, provided at the time of placing the order are accurate and complete. Hoopoe Bikes shall not be responsible for delivery delays, non-delivery, or additional costs arising due to incorrect or incomplete information provided by the User.

In cases where delivery fails due to incorrect address details, unavailability of the recipient, refusal to accept delivery, or any other customer-related reason, any additional costs incurred for re-delivery shall be borne entirely by the User.

Hoopoe Bikes shall not be liable for damages, delays, or losses arising from the actions or omissions of third-party logistics or delivery service providers during transit.

If Hoopoe Bikes is unable to deliver the ordered Product due to reasons attributable to the Company, the amount paid shall be refunded through the original payment mode or, where applicable, credited to the User’s account within 90 (ninety) business days.

COMMUNICATION CONSENT

By placing an order on the Website, the User agrees to provide a valid phone number and email address. The User consents to receive communications from Hoopoe Bikes via calls, SMS, WhatsApp, or email regarding order confirmation, shipment updates, delivery coordination, service information, or other transaction-related matters.

Unless expressly opted out by the User, Hoopoe Bikes may also use the contact details provided for sharing promotional offers, updates, and product-related information.

POLICY MODIFICATIONS

Hoopoe Bikes Private Limited reserves the right to modify, revise, or update this Refund, Cancellation & Shipping Policy at any time without prior notice. Any such changes shall be effective immediately upon being published on the Website. Users are encouraged to review this policy periodically.