1. Booking Cancellation and Refunds

• Customers can cancel their online booking of vehicles before invoicing or vehicle allocation.
• Refunds for cancellations made prior to invoicing will be processed in full, excluding any payment gateway convenience charges, if applicable.
• Cancellation requests must be made in writing by sending an email to tvm.sls.accounts@ather.ecomarq.com with the following details:
  1. Customer name
  2. Booking ID
  3. Date of payment
  4. Transaction reference number
  5. Reason for cancellation (optional)
• Upon successful verification, the refund will be processed within 7-10 business days to the same account/card/wallet through which the original payment was made.

2. Non-Refundable Payments
Refunds will not be applicable under the following conditions:

• Once the vehicle has been invoiced in the customer’s name.
• After registration or insurance processes are initiated.
• Any government taxes, registration fees, handling charges, or insurance premiums already paid or processed on behalf of the customer.
• Payments made towards accessories or special customization after work order has been initiated.

3. Refunds in Case of Failed or Duplicate Transactions

• In the event of a failed transaction where the amount has been debited but not acknowledged by our system, the refund will be automatically initiated back to the source account within 7 business days.
• In case of duplicate payments or accidental multiple transactions for the same booking, please contact us immediately with transaction details. After verification, refunds will be processed within 10 business days.

4. Change of Vehicle or Booking Transfer

• If a customer wishes to switch to a different model or variant after payment, the amount paid will be adjusted towards the new vehicle’s price, subject to availability and price difference. Refunds of excess amounts, if applicable, will be processed within 10 business days after final invoicing.
• Booking transfers to another person’s name after payment are subject to approval and documentation and may incur an administrative charge. Refunds in such cases will not be permitted.

5. Force Majeure
Kuttukaran Cars Private Limited will not be liable for refunds delayed or impacted due to circumstances beyond our control, such as bank holidays, payment gateway delays, technical failures, natural calamities, or regulatory changes.

6. Refund Timelines

Type of Refund	Refund Processing Time
Cancellation before invoicing	7-10 business days
Duplicate or failed transaction	7-10 business days (post-verification)
Change of vehicle with excess balance	10 business days after final invoicing

7. Contact Information
For any queries or assistance regarding refunds, please reach out to us:

• Email: tvm.sls.accounts@ather.ecomarq.com
• Website: www.ather.ecomarq.com
• Office hours: Monday to Saturday, 9:00 AM – 5:30 PM

8. Policy Updates
Kuttukaran Cars Private Limited reserves the right to modify, amend, or update this Refund Policy without prior notice. The latest version will always be available on our official website.