Refunds & cancellations

In this document, “Loopul”, “we”, “us” and “our” mean Doublyu Labs, with its registered office at 2-29, Main Street, Mugachinthala Village, Kondapi Mandal, Prakasam District, Andhra Pradesh 523270, India. We operate the Loopul mobile apps, the website at loopul.in and the Loopul shop console. You can reach us at support@loopul.in or +91 79896 51171.

Part A of this policy is for shoppers: what happens when an order is cancelled or changed, and how refunds of online payments work. Part B is for shops: what happens to payments a shop makes to Loopul.

Part A — Orders from shops

See also UPI payments to shops and Payment disputes & refund responsibilities.

How refunds are paid

• Online gateway payments go directly to the shop's own merchant account, so refunds are paid from the shop's account through the payment gateway, to the same card, UPI account or bank account you paid with. Loopul starts these refunds automatically.
• UPI paid straight to the shop: the money is in the shop's own account, so the shop sends any refund from its UPI app. Loopul records the amount the shop owes you and tells you when the shop says it has sent it; if it does not arrive, contact us and we will follow it up with the shop. Loopul cannot pay these refunds itself because it never held the money.
• Loopul starts every refund described below automatically — you do not need to ask. Banks usually show the refund within 5–7 working days of it being started.
• Cash payments are settled with the shop directly.

If you cancel

• You can cancel an order in the app until the shop accepts it. If you paid online, the full amount is refunded.
• Once the shop has accepted and started packing your order, please call the shop — its number is on your order. The shop decides whether it can still cancel; if it cancels, the full amount you paid online is refunded.

If the shop cancels or does not respond

• If the shop cancels your order, or does not accept it within six hours, the order is cancelled and any online payment is refunded in full.
• If an online payment fails, or you leave the payment page, no order is created and nothing is charged. If your bank debits you anyway, or the payment completes after the payment window has closed, the amount is refunded in full automatically.

Changes while your order is packed

• If an item is unavailable, the shop may offer a substitute or supply less. For an order paid online, any change to your total needs your approval in the app; if the total goes down, the difference is refunded to you, and if you decline, your order stays as it was.
• For cash orders, you pay only for what you receive.
• A free item from a shop offer is given only while it is in stock and is never charged.

Orders not collected

• A cash-on-pickup order that is not collected within 24 hours of being ready is cancelled; nothing is charged.
• A prepaid pickup order that is not collected within 24 hours of being ready is closed as uncollected. Contact the shop to collect it or to ask for a refund; if the shop and you cannot agree, write to us and we will help resolve it.

Problems with the goods

If something is missing, damaged, spoilt or not what you ordered, tell the shop as soon as possible — ideally when you receive the order. Returns, replacements and refunds for the goods themselves are handled by the shop under its policy and your rights under the Consumer Protection Act, 2019. If the shop does not resolve it, contact us and we will help.

Part B — Payments shops make to Loopul

• Plans. Web plans are paid in advance through a payment link and never renew automatically; plans bought in the Android or iPhone app are Google Play / App Store subscriptions, renewed and refunded by Google or Apple under their rules. Cancellation and refunds of plan fees follow our Subscription & billing terms.
• Promotions. A promotion runs only after its payment is confirmed. Cancelling an active promotion ends it early without a refund. If a payment reaches us for a promotion that was cancelled before it started, it is refunded in full.
• Mistakes. If you are charged twice, or charged for something you did not buy, we refund the extra amount in full to the account you paid from, usually within 5–7 working days.
• To ask for a refund, write to support@loopul.in with your shop name and the payment reference shown under Plans → Receipts.

Help

For a specific order, the shop is quickest. Otherwise, write to support@loopul.in or call +91 79896 51171 (Monday to Saturday, 10 am to 6 pm IST). Formal complaints go to our grievance officer.