REFUND POLICY
This Refund Policy explains how and when refunds are processed for orders placed through the Genie mobile application and website (the "Platform"), operated by Nexel Innovations Private Limited. This Policy applies once an order has either been cancelled (per our Cancellation Policy) or delivered, and a refund is being claimed.
1. When You Are Eligible for a Refund
You may be eligible for a full or partial refund in the following cases:
Your order was cancelled within the eligible window, or cancelled by Genie/Mart Partner — full refund of amount paid
Item(s) missing from your delivered order — refund of the value of the missing item(s)
Item(s) damaged, spoiled, expired, or substantially different from what was ordered — refund or replacement, at our discretion
Wrong item delivered — refund of the value of the wrong item, or replacement where feasible
Order not delivered within a reasonable time — full refund
Payment debited but order not confirmed (technical/payment gateway failure) — full refund of the debited amount
2. Reporting an Issue (Post-Delivery)
Issues such as missing, damaged, spoiled, or incorrect items must be reported through the "Help"/"Order Issue" section of the app within [X hours, e.g., 24 hours] of delivery
Provide your order ID and, where applicable, photos of the item(s) received
Claims raised after the stated window may not be eligible for a refund, except where required by applicable consumer protection law
We may contact the Mart Partner or Delivery Partner to verify the claim before approving a refund
3. Refund Method and Timeline
Approved refunds are processed to the original payment method (UPI, card, net banking, etc.) or credited to your Genie Wallet, as applicable
Refunds to the original payment method typically reflect within [5–10] business days; Genie Wallet refunds are usually instant or within a few hours
COD order refunds are credited to your Genie Wallet or bank account/UPI as communicated by our support team
You will receive an in-app notification and/or SMS once a refund is initiated
4. Non-Refundable Situations
Refunds will generally not be provided where:
The order was delivered with no valid issue reported within the reporting window
The user was unavailable/unreachable at the delivery address despite reasonable Delivery Partner attempts
The user provided an incorrect or incomplete delivery address
There are minor, industry-standard variations in weight/size/packaging of fresh produce
The request is a simple change of mind after the eligible cancellation window has closed
The claim relates only to promotional/discount value or platform/delivery fees, where the issue was not caused by Genie or the Mart Partner
5. Liability Limit
Our liability for any refund or compensation arising from an error by a Mart Partner or Delivery Partner is limited to the value of the affected item(s), or, where the issue relates solely to delivery, the delivery cost.
6. Wallet Credits and Promotional Refunds
Refunds issued as Genie Wallet credit are non-withdrawable as cash and usable only for future orders, unless otherwise required by law
If a promotional code, coupon, or wallet credit was used, refunds first adjust against the actual amount paid; promotional value is generally not refunded in cash
7. Contact Us
For refund-related queries, contact us at:
Email: nexelinnovationgen@gmail.com
Phone: 7307899675
Address: Bargadwa, Gorakhpur, Uttar Pradesh