1. What you pay, and when

KitUm does not charge you at the time of booking. You choose how you’d like to pay — Cash or UPI — and you pay only on delivery: in cash to the Delivery Partner, or by UPI in the app when your tanker arrives. Every order includes a Platform Fee of 5% of the order value, shown in your bill before you confirm and included in the total you pay on delivery.

2. Cancellation by you

• You can cancel free of charge — there is nothing to refund, because nothing is charged until delivery.
• Because we don’t take any money upfront, we rely on good-faith use. Repeatedly cancelling after a Delivery Partner has been assigned, or not being available to receive deliveries you booked, may lead to your account being temporarily restricted from booking.
• If you paid by UPI in the app and then the delivery does not complete for a reason on our side, that payment is refunded in full (see Section 5).

To cancel, use the order screen in the app where available, or contact us at meghalayawater@gmail.com / +91 76300 03427 as soon as possible.

3. Cancellation by us

We may cancel an order — and will refund any amount you have already paid online in full — if:

• No Delivery Partner is available to fulfil your order;
• Your delivery location is outside our serviceable area or cannot be safely reached;
• The product or slot is unavailable, or there was a pricing or listing error;
• We are unable to complete the delivery for reasons attributable to us; or
• The order is suspected to be fraudulent or in breach of our Terms.

4. When you are entitled to a refund

Because payment is collected on delivery, there is usually nothing to refund on a cancelled order. A refund is due where:

• You paid online (UPI) but the delivery was not completed;
• We cancelled the order after you had paid (Section 3);
• You were charged more than once, or charged an incorrect amount; or
• The water delivered was materially short in quantity or unfit for use, reported to us promptly with reasonable evidence (such as photos) and verified by us.

Because water is a consumable product delivered in bulk, we are generally unable to offer returns once a delivery has been accepted and completed, except in the cases above.

5. How refunds are processed

• UPI / online payments are refunded to the original payment method via our payment gateway, Razorpay Software Private Limited (“Razorpay”).
• Cash on delivery involves no online payment, so there is normally nothing to refund — if a delivery doesn’t happen, no cash is collected. Where a cash refund is genuinely due (for example an overcharge), we’ll refund it to a UPI ID or bank account you provide.

Refund timelines

Timelines are indicative. Banks, card networks and UPI providers may take additional time, which is outside our control. We will share a refund reference where available.

6. How to request a refund

To raise a refund or cancellation request, contact us with your order details:

Email: meghalayawater@gmail.com
Phone: +91 76300 03427
Hours: Monday to Sunday, 7:00 AM – 9:00 PM IST

Please reach out as soon as possible — and within 48 hours of the delivery for any quality or quantity concern — so we can investigate effectively. We acknowledge requests within 48 hours and aim to resolve them within one month, in line with applicable law.

7. Grievances

If you are not satisfied with how a refund or cancellation was handled, you may escalate to our Grievance Officer, whose details are published in our Privacy Policy and on the Contact Us page.