Legal

Refund & Cancellation Policy

Effective 27 May 2026  ·  Santoq Technologies Private Limited

Any capitalised terms used but not defined herein shall have the meaning ascribed to them under the Terms of Use which govern your use of the Luckd mobile application and website (collectively, the "Platform"), operated by Santoq Technologies Private Limited ("Luckd", "we", "us", "our").

A. Cancellation Policy

Given the time-sensitive and perishable nature of the products listed on the Platform, Luckd's general policy does not permit cancellation of a confirmed order by a User. An order is considered confirmed upon issuance of a payment confirmation by Luckd. You are advised to place an order only when you genuinely intend to accept delivery of the Bag.

Luckd reserves the right to cancel any order at its sole discretion, including in the following circumstances:

• Suspected fraud or misuse of the Platform;
• Payment failure or non-receipt of cleared funds;
• Non-availability of the Bag due to unforeseen circumstances at the Merchant's end;
• Delivery address falling outside the serviceable area;
• Failure to contact the User at the time of delivery after reasonable attempts.

In the event Luckd or the Merchant cancels your confirmed order, you will be notified through the Platform and will be eligible for a full refund in accordance with Section C of this Policy.

Luckd does not accept cancellation requests for perishable items once the order has been confirmed and the Merchant has been notified. In the event of a cancellation request raised by the User after order confirmation, Luckd reserves the right to decline such request and no refund shall be issued.

B. Non-Customer Cancellations

Luckd reserves the right to collect a penalty from the Merchant and/or adjust future settlements for reasons not attributable to Luckd, including:

• Delivery address provided by the Buyer is wrong or falls outside the delivery zone;
• Failure to deliver due to lack of information, direction or authorisation from the Buyer at the time of delivery;
• Failure to deliver due to the Buyer's failure to accept delivery within the designated collection or delivery window.

For reasons of cancellation attributable to the Merchant — including failure to prepare the Bag, poor quality rendering the Bag unsaleable, or unilateral cancellation by the Merchant — Luckd shall not be liable to the User and the User shall be entitled to a full refund. Luckd shall seek appropriate recovery from the Merchant in such cases.

C. Refund Policy

Eligibility for Refund

A User may be entitled to a refund only in the following circumstances:

• Merchant cancellation: the Merchant cancels your confirmed Order and is unable to fulfil it;
• Platform error: you were charged an incorrect amount due to a technical error on the Platform;
• Non-delivery: your Order was not delivered and the non-delivery is confirmed by Luckd's delivery partner;
• Demonstrably spoilt or hazardous items: the Bag delivered contained items that were visibly spoilt, inedible, or hazardous to health, as assessed and determined by Luckd in its sole discretion.

Refunds will not be issued in the following circumstances:

• Dissatisfaction with the contents of the Bag, as the surprise nature of the Bag is an inherent and disclosed feature of the product;
• Change of mind after order confirmation;
• Failure to collect the Bag within the designated collection window;
• Unavailability of the User at the time of delivery after reasonable attempts by the delivery partner;
• Partial consumption of the Bag contents prior to raising a refund request.

How to Raise a Refund Request

Refund requests must be submitted within 24 hours of the scheduled collection or delivery time, through the "Help" section of the Platform for the specific Order, or by writing to support@luckd.in with your Order ID, a description of the issue, and where applicable, photographic evidence. Luckd's determination on all refund requests shall be final and binding.

Refund Processing

Payment Method	Refund Mode	Estimated Timeline
UPI	Source account (UPI)	2–3 business days
Debit Card	Source debit card	5–7 business days
Credit Card	Source credit card	5–7 business days
Net Banking	Source bank account	3–5 business days
Luckd Wallet Credits	Luckd Wallet	Within 24 hours

Timelines are estimates and are subject to the processing timelines of your bank or payment service provider. In case of payment failure at the time of placing an Order, any amount debited will be automatically reversed to your source account within 5–7 business days.

No Replacement or Exchange

Luckd does not offer replacement, exchange, or any other resolution in lieu of a refund for eligible claims. All eligible claims will be resolved through a monetary refund only.

D. Important Notes

Note 1: Luckd shall verify the details of all refund and cancellation requests before processing. It shall be deemed that the Buyer has verified the Order prior to placing it. Luckd shall not be responsible for Orders placed incorrectly by the Buyer.

Note 2: No complaint regarding quality shall be entertained without photographic evidence submitted at the time of raising the complaint. Luckd reserves the right to verify complaints with the Merchant and to report incidents to appropriate authorities.

Note 3: Luckd does not warrant or make any representations regarding the quality, freshness, or safety of any food item supplied by a Merchant. All such responsibility lies exclusively with the Merchant. In the event of a genuine food safety concern, Users are encouraged to contact support@luckd.in and, if necessary, the relevant food safety authority.