Legal

Refund & Cancellation Policy

Last updated: 1 November 2026

This policy is part of our Terms of Service. It applies to services provided by KushAlaya Private Limited (CIN U88100TS2026PTC224774, GSTIN 36AANCK3491K1ZY), Plot no. 65, H.No 2-17-8d, Dharmapuri Colony, Uppal, Beside SR Heights, Uppal, K.V. Rangareddy – 500039, Telangana, India. All amounts are in Indian rupees.

1. How payments work

• You add money to your KushAlaya wallet in the family portal, through Razorpay.
• Your wallet is credited only after Razorpay confirms the payment.
• Orders, quotes and service requests are then paid from the wallet.
• The KushCare Discovery and the home assessment that follows are free; there is nothing to pay.

2. Failed or duplicate payments

• If a payment fails, your wallet is not credited.
• If money left your account but the wallet was not credited, it is usually returned to you by your bank or Razorpay automatically. If it is not, email contact@kushalaya.com with the payment reference and we will help.
• If you were charged twice for the same top-up, tell us and we will return the extra amount.

3. Quotes and product orders

• You can decline a quote in the family portal. Nothing is charged.
• If a paid order is cancelled before the installation is done, the full amount you paid is returned to your wallet, and you get a credit note.
• To cancel a booked installation, contact us as early as you can. Once the installer is on the way or on site, please call us first.
• Any coupon used on a cancelled unpaid order can be used again.
• Once products are installed, the order is complete. We cannot take back products that have been fixed to walls or floors. If a product is faulty or the work is not right, tell us within 7 days and we will repair or replace it, or refund it to your wallet.

4. Care visits and service requests

• You can cancel a requested or confirmed service in the family portal. If you already paid for it, the full amount goes back to your wallet.
• Any visit booked for that request is cancelled too, and the caregiver is told.
• Please cancel at least 24 hours before a visit. A visit cancelled after the caregiver has arrived may be charged.
• If we have to cancel a visit and cannot offer another time, we return the amount to your wallet.

5. KushCare Discovery assessments

• The KushCare Discovery and the home assessment visit are free, so there is no fee to refund.
• You can cancel or move an assessment at any time; please tell us 24 hours ahead if you can.
• If we cancel, we offer a new time of your choice.

6. Unused wallet balance

• Wallet money can only be used for KushAlaya services. It does not earn interest.
• You can ask for unused balance to be returned at any time, including when you close your account. Email contact@kushalaya.com. We send it back to the original payment method, less any amount owed for services already delivered.

7. How long refunds take

• Refunds to your wallet happen straight away, when the cancellation is made.
• Refunds to your bank account or card are sent within 7 working days of approval. Your bank may take a few more days to show it.
• For families paying from abroad, the amount returned is in rupees. Your bank may convert it at its own rate.

8. Invoices and credit notes

We issue a GST tax invoice for each payment for an order or service. When that payment is refunded, we issue a credit note against the invoice. You can see both in the family portal. Wallet top-ups get a receipt, not a tax invoice.

9. Questions

Email contact@kushalaya.com with your registered phone number or email and the order or receipt number. We will reply as soon as we can.