Vending Failure & Refund Policy

This policy explains how payment disputes, failed vending attempts, product-delivery issues, duplicate payments, reversals, product complaints and refund requests are investigated and resolved.

1. Situations reviewed

• payment completed but no product was delivered;
• a product jammed or remained inside the machine;
• the wrong product was delivered;
• the machine reported insufficient stock after payment;
• a duplicate payment may have occurred;
• a transaction remained pending or was reversed;
• a power, network or payment response was interrupted;
• a motor, spiral, lock, door, cabin or mechanism failed;
• a sensor failed, was obstructed or produced uncertain evidence;
• an expired, unsafe, damaged or non-conforming product was supplied.

2. Reporting period

Vending and payment issues should preferably be reported within 24 hours and ordinarily no later than 7 days after the transaction so that temporary machine and payment records remain available.

A delayed report may require additional evidence and may be harder to verify. This reporting period does not remove a longer mandatory period or statutory right available under applicable law.

Product-safety concerns, suspected contamination, damaged packaging or expired products should be reported immediately and the product should not be consumed where safety is uncertain.

3. Required information

The claimant should provide available details including:

• transaction, UPI, bank or gateway reference;
• machine name, machine ID and location;
• date and approximate time;
• selected product, cabin and amount;
• contact information;
• photographs, video, screenshot or packaging details where reasonably available.

UPI PINs, banking passwords, card PINs and bank-authentication OTPs must never be disclosed.

4. Verification process

Verification may use payment-provider status, settlement and reconciliation records, machine logs, sales, stock, cabin, sensor, door and motor events, error logs, support material, service inspection and lawfully available site evidence.

• A screenshot or customer statement alone may be insufficient.
• A displayed payment success message may not establish final settlement to the merchant.
• Sensor and stock information are relevant but may not always be conclusive.
• Dirt, alignment, product shape, ambient light, obstruction, interference or hardware failure may affect detection.
• Absence of a particular log does not automatically establish either successful delivery or non-delivery.

5. Response and investigation timing

A properly submitted complaint will ordinarily be acknowledged within 2 business days. An initial investigation will ordinarily be completed within 5 to 7 business days, subject to availability of bank, gateway, tenant, machine and service records.

Complex, fraudulent, disputed, chargeback or hardware-inspection matters may take longer. The customer will be informed where additional time or evidence is reasonably required.

Any shorter mandatory turnaround time, automatic reversal, compensation obligation or payment-system rule will prevail.

6. Available resolution

After verification, the responsible party may provide:

• a re-vend;
• a replacement product;
• a refund of the verified affected amount;
• another resolution required by applicable law.

Only one compensatory remedy is normally available for the same verified loss. A product, successful re-vend or replacement may be taken into account when determining whether any further refund is due.

7. Refund destination and processing

Refunds will ordinarily be initiated only to the original payment instrument or source account. Cash payment or transfer to an unrelated third-party account will not ordinarily be provided.

Once approved, a merchant-controlled refund will ordinarily be initiated within 5 to 7 business days. Final credit timing depends on the bank, UPI participant or gateway and may be governed by mandatory payment-system requirements.

A merchant refund may be deferred while a transaction remains pending or an automatic bank reversal is still expected, to avoid duplicate credit.

8. Product complaints

Wrong, expired, damaged, recalled, contaminated or otherwise non-conforming products may require preservation of the product, packaging, batch details and photographs for investigation.

Product-quality and safety responsibility may rest with the relevant seller, manufacturer, tenant or machine operator according to the transaction and applicable law.

A change of mind after verified delivery does not ordinarily qualify for a refund, except where a return right is expressly offered or legally required.

9. Mechanical, sensor and network failures

Mechanical jams, motor faults, delivery-door issues, sensor obstruction, stock-loading mismatch, power interruption, network outage or payment-provider delay may occur without automatically establishing negligence.

Verified consumer and payment rights will nevertheless be honoured where required by applicable law.

10. Refusal or adjustment of a claim

A claim may be refused or adjusted where evidence reasonably shows:

• the product was delivered;
• payment did not settle or was already reversed;
• a refund, replacement or re-vend was already provided;
• the wrong machine, transaction or product was identified;
• the claim is duplicate, altered, fabricated or fraudulent;
• loss was caused by shaking, striking, tilting, forced opening, sensor interference, vandalism or unauthorised repair;
• the claimant has not supplied reasonably necessary information after being requested to do so.

11. Tampering and damage

Refund or replacement may be refused for loss caused by prohibited interference with a machine, sensor, wiring, power, network, controller, door, lock or dispensing mechanism.

The responsible person may be liable for documented inspection, repair, replacement, investigation and downtime costs caused by deliberate misuse, negligence, vandalism or unauthorised modification.

12. Fraud and duplicate claims

Duplicate, altered, misleading or fraudulent claims may be rejected. Relevant records may be retained and disclosed to the tenant, seller, payment provider, insurer or competent authority where reasonably necessary and legally permitted.

13. Indirect loss

A refund normally covers only the verified affected transaction. It does not include unrelated travel costs, loss of profit, inconvenience, opportunity loss or other indirect or consequential loss unless required by applicable law.

14. Escalation

A claimant who disagrees with the initial result may request reconsideration through the published grievance contact and should identify the transaction and reason for disagreement.

Nothing prevents use of a mandatory consumer, banking, payment, regulatory or judicial grievance mechanism.