Payments, Refunds & Returns Policy

1. Introduction

This Payments, Refunds & Returns Policy (“Policy”) explains how payments are accepted, and how refunds, cancellations, and returns are handled for transactions made with Jubilant MotorWorks Private Limited (“Company”, “we”, “us”, “our”) through:

• our website and digital platforms;
• authorised showrooms and dealerships;
• online payment gateways (including Razorpay, PayU, PhonePe); and
• customer service channels.

By making a payment or placing an order/booking with us, you (“Customer”, “you”, “your”) agree to this Policy, together with our Terms & Conditions and Privacy Policy.

2. Definitions

For the purposes of this Policy:

a)

“Booking Amount” means any token, advance, reservation, or part-payment made to reserve a vehicle, service slot, test drive appointment, or similar offering.

b)

“Business Day” means any day other than a Saturday, Sunday, or public holiday in India.

c)

“Delivery” means handover of a product or vehicle to the Customer or the Customer’s authorised representative, as recorded in our delivery/order documentation.

d)

“Eligible Transaction” means a payment or purchase that qualifies for refund or return under this Policy and applicable law.

e)

“Non-Refundable Charges” means payment gateway charges, bank charges, statutory fees already paid to authorities, insurance premiums already issued, registration/RTO charges already deposited, loan processing fees paid to third-party financiers, and any third-party costs that cannot be reversed.

f)

“Order” means a confirmed transaction recorded in our system, including an order number / Signed Sales Contract and associated payment status.

g)

“Product” means merchandise, accessories, parts, or other non-vehicle items sold by us.

h)

“Vehicle” means a new, pre-owned, Demo or certified pre-owned motor vehicle sold by us.

i)

“7-Day Period” means seven (7) consecutive calendar days starting from the relevant trigger date defined in Section 5 of this Policy.

3. Scope

This Policy applies to:

• online payments made on our website;
• showroom/dealership payments linked to an online or offline order;
• booking amounts for vehicles, test drives, and appointments;
• purchase of accessories, merchandise, and parts (where sold by us);
• certified pre-owned (CPO) and approved pre-owned vehicle transactions, subject to the exclusions in Section 8.

This Policy does not replace:

• manufacturer/OEM warranty terms;
• finance/loan agreements with banks or NBFCs;
• insurance policy terms;
• RTO/statutory registration rules;
• separate written agreements signed at the dealership.

Where there is a conflict between this Policy and a signed dealership agreement or mandatory law, the signed agreement or law shall prevail.

4. Payment Methods & Confirmation

4.1 Accepted payments

We may accept payments through:

• UPI, debit/credit cards, net banking, wallets, and other methods supported by our payment gateway;
• NEFT/RTGS/IMPS (where offered);
• demand draft / cheque (subject to realization, where accepted offline);
• finance/loan disbursement through partner lenders.

4.2 Payment confirmation

Payment is considered successful only after:

• we receive confirmation from the payment gateway/bank; and
• the transaction is reflected as paid/confirmed in our order or booking records;
• credit reflections in our bank records.

A payment marked as pending or failed is not treated as received.

4.3 Receipts and invoices

Customers will receive an order/booking reference and payment acknowledgment by email/SMS where contact details are provided. Final tax invoices will be issued in accordance with applicable GST and company billing practices.

4.4 Pricing and errors

All prices are in Indian Rupees (INR) unless stated otherwise. We reserve the right to correct pricing, typographical, or system errors before order confirmation. If an amount was charged due to a manifest error, we may cancel the order and issue a full refund of the amount paid.

5. The 7-Day Refund & Return Window

5.1 General rule

Unless otherwise stated in this Policy, Customers may request as below.

5.2 How to raise a request

Customers must submit a refund/return request through any of the following:

Brand-specific email IDs and location-wise IVR / mobile numbers:

• In person: at the authorised Jubilant MotorWorks dealership where the transaction was initiated.

The request must include:

1. Full name and contact of the customer
2. Order/booking number / Order Booking Form
3. Date of payment and payment reference/transaction ID
4. Cancelled cheque with account holder name / Passbook front page (booking name and bank details must match)
5. Reason for refund/return
6. Supporting documents (invoice, payment proof, photos/videos for damaged/incorrect items)

We may contact you for additional verification. Incomplete requests may delay processing.

5.3 Request acknowledgment

We will acknowledge valid requests within 2 Business Days and provide a reference number for tracking.

6. Refund & Return by Category

6.1 Booking amounts & online reservations (before vehicle delivery)

A booking/token amount reserves a vehicle, offer, or allocation and may be refundable only if:

• the vehicle has not been delivered;
• the vehicle has not been registered in the Customer’s name;
• no irreversible third-party costs have been incurred on your behalf (or such costs may be deducted — see Section 7.3);
• the booking is not under a non-refundable promotional scheme clearly disclosed at the time of payment.

Booking cancellations are governed by the signed booking/allotment agreement and applicable OEM/dealership cancellation rules. Token amounts may become non-refundable unless otherwise agreed in writing.

6.2 New vehicle purchases

Due to the nature of motor vehicles and statutory requirements in India:

• After delivery and/or registration, vehicles are generally not returnable under this Policy.

Before delivery and before registration, a customer may request cancellation within the 7-Day Period from payment/booking confirmation. Approval is subject to:

• vehicle not being allocated/dispatched;
• no custom order/non-cancellable OEM allocation;
• recovery of Non-Refundable Charges.

We will confirm eligibility within 5 Business Days.

6.3 Certified Pre-Owned (CPO) / Approved Pre-Owned vehicles

CPO vehicles are sold after inspection and certification. Returns are limited. Within 7 days of delivery, a return/refund may be considered only if odometer/ownership/documentation discrepancies are proven.

6.4 Finance, insurance, RTO, and third-party payments

Payments made to or through third parties (banks, insurers, RTO, OEM portals) are subject to those parties’ rules. We will assist with documentation where possible, but refund timelines for third-party charges depend on the third party.

7. Refund Processing

7.1 Approval

Refunds are approved only after verification of payment, eligibility under this Policy, and (for returns) successful inspection of returned goods.

7.2 Refund method

Approved refunds will be credited through bank transfer to the Customer’s verified account only.

7.3 Deductions

The following may be deducted from the refund amount:

• Non-Refundable Charges;
• restocking/handling fees (if disclosed at purchase for specific products);
• damage, missing accessories, or reduced resale value on returned items;
• booking cancellation charges as per signed agreement or offer terms;
• any loan/insurance/RTO amounts already processed.

7.4 Timelines

Timelines depend on banks/payment partners and are outside our direct control. We are not liable for intermediary delays once the refund is initiated.

7.5 Refund confirmation

We will notify you by email/SMS when the refund is initiated. Please retain your refund reference number.

8. Non-Returnable & Non-Refundable Items

The following are not eligible at all:

1. Motor vehicles registered / delivered (unless covered by warranty/law/specific written offer)
2. Custom-ordered, registered, or VIN-allocated vehicles once OEM allocation is confirmed as non-cancellable
3. Items marked “Non-Returnable” or “Final Sale” at the time of purchase
4. Opened/consumable automobile fluids, oils, chemicals, tyres (once mounted), batteries (once installed)
5. Electrical/electronic parts once installed or used
6. Gift cards, vouchers, or promotional credits (unless required by law)
7. Services already rendered (labour, detailing, inspection completed)
8. Products damaged due to misuse, accident, modification, or improper storage after delivery
9. Booking amounts under expressly non-refundable schemes/offers
10. Third-party fees already remitted and non-recoverable

9. Exchanges

Where a return is approved for an eligible product (not vehicles, unless expressly offered), Customers may request an exchange within the 7-Day Period, subject to stock availability. Price differences will be charged or refunded accordingly.

10. Chargebacks & Disputes

If you dispute a charge with your bank/card issuer (chargeback) before contacting us, we may suspend processing until the dispute is resolved. We encourage Customers to contact us first so we can resolve eligible issues faster under this Policy.

11. Fraud & Abuse

We reserve the right to refuse refunds/returns where we reasonably suspect:

• fraudulent payment or identity misrepresentation;
• repeated return abuse;
• return of counterfeit, substituted, or tampered products.

We may report suspected fraud to payment partners and authorities as required.

12. Customer Responsibilities

Customers agree to:

• provide accurate contact and payment information;
• inspect deliveries at the time of receipt and report transit damage promptly;
• return products in acceptable condition with all components;
• cooperate with verification and inspection processes;
• not use or register a vehicle if they intend to cancel within the eligible period (cancellation may be denied once registration is initiated).

13. Limitation of Liability

To the maximum extent permitted by law, our liability for any eligible refund is limited to the amount actually paid to us for the relevant transaction (less permitted deductions). We are not liable for indirect, incidental, or consequential losses, except where liability cannot be excluded under applicable law.

14. Governing Law & Jurisdiction

This Policy is governed by the laws of India. Courts at Bengaluru, Karnataka shall have exclusive jurisdiction, subject to applicable consumer forum rights.

15. Policy Updates

We may update this Policy from time to time. The latest version will be published on our website with the updated effective date. Changes apply to transactions after publication unless otherwise required by law.

16. Contact & Grievance Redressal

For payments, refunds, and returns, contact the relevant brand WeCare email / location phone listed in Section 5.2, or visit the dealership where the transaction was initiated.