Clear guidelines on refund eligibility, process, and timelines for all KATOS services.
Once your refund request is approved and meets our policy conditions, we process refunds within 10 working days.
Effective Date: January 1, 2024
Last Updated: March 15, 2024
At KATOS INDIA PVT LTD, we strive to ensure complete customer satisfaction with our services. This Refund Policy outlines the conditions under which refunds may be issued for transactions made through the KATOS App.
Key Refund Policy: Refunds are processed within 10 working days from the date of approval, provided the request meets all our refund policy conditions. The refund will be credited to the original payment method used for the transaction.
Refund eligibility varies based on the type of service. Below are the refund conditions for each KATOS service:
Refunds for failed transactions, double charges, or incorrect payments. Must be reported within 24 hours.
Processing Time: 3-7 working days
Refunds for damaged/wrong items, missing orders, or quality issues. Must be reported within 2 hours of delivery.
Processing Time: 5-10 working days
Refunds only for order cancellations before preparation or undelivered orders. No refunds for taste preferences.
Processing Time: 2-5 working days
Refunds for cancelled rides by driver, technical errors, or incorrect charges. Must be reported immediately.
Processing Time: 3-7 working days
To qualify for a refund, your request must meet the following conditions:
Transaction must be verified and recorded in our system with a valid transaction ID.
Refund requests must be submitted within the specified time limit for each service type.
Clear evidence of service failure, non-delivery, or technical error from our side.
Transaction must not violate our Terms of Service or be involved in fraudulent activity.
Non-Refundable Situations: Refunds are not provided for change of mind, incorrect order placement by user, satisfactory services delivered as described, or transactions completed more than 30 days ago.
Follow these steps to request a refund:
Go to Order History in the KATOS App and select "Request Refund" on the specific transaction.
Fill the refund request form with transaction details and reason for refund.
Upload supporting documents, screenshots, or photos as evidence.
Our team reviews your request (typically within 24-48 hours).
Once approved, refund is processed within 10 working days.
Our standard refund processing timeline is as follows:
Important: The 10-working-day timeline begins from the date your refund is approved, not from the date of request submission. Banking delays may occasionally extend this period by 1-2 additional days.
Refunds are issued through the original payment method:
All refunds are processed in Indian Rupees (INR) only. The refund amount will be the transaction value minus any applicable cancellation charges or service fees as per our terms.
If you disagree with our refund decision:
For refund-related queries or assistance:
Registered Office Address:
CF-1107, Fusion Ufairia, Sector 16B,
Greater Noida West, Gautam Buddha Nagar,
Uttar Pradesh, India - 201318
Email: refunds@katos.in
Refund Helpline: +91 8434623937 (Mon-Sat, 9AM-7PM)
In-App Support: Available 24/7 through the KATOS App
Response Time: We respond to refund queries within 24 hours on business days
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to this page. We will notify users of material changes through the KATOS App or via email.
Your continued use of our Services after any modification to this Refund Policy constitutes your acceptance of the modified policy.
By using the KATOS App and Services, you acknowledge that you have read, understood, and agree to this Refund Policy.
For immediate refund assistance, contact us at refunds@katos.in or call our refund helpline at +91 70919 59527