Effective Date: 21-Jan-2026

This Refund & Cancellation Policy applies to all orders, service bookings, and interactions made through the Raksham website and mobile applications (Android & iOS) (“Platform”).

Raksham is owned and operated by Yellow Tree (“Organization”).

By placing an order or booking a service, you agree to the terms described below.

1. Order Cancellation (E-commerce)

1.1 Cancellation by Customer

• Orders may be cancelled only before shipment or dispatch.
• Once shipped, cancellation is not possible.
• Customers must contact Raksham support immediately after placing the order.
• In-app cancellation may be used where available.

1.2 Cancellation by Raksham

• Product out of stock
• Pricing or listing errors
• Payment failure or suspected fraud
• Incomplete or unverifiable customer information

In such cases, the full amount will be refunded to the original payment method.

2. Cancellation of Services (Vet, Home Visit, Diagnostics)

• Bookings may be cancelled before the professional is confirmed or dispatched.
• Once the service provider is en-route or has arrived, cancellation may not be possible.
• Cancellation charges may apply as per partner policy.
• Raksham acts as a facilitator and follows partner-defined rules.

3. Refund Eligibility (Products)

• Damaged or defective product
• Wrong item delivered
• Missing items in the package
• Order cancelled successfully before shipment

Issues must be reported within 48 hours of delivery with supporting images or videos.

4. Refund Eligibility (Services)

• Professional failed to attend appointment
• Technical or system error prevented service completion
• Service cancelled before confirmation or dispatch

Refunds are not provided for completed consultations, customer unavailability, or incorrect information provided by users.

5. Non-Refundable Items

• Products damaged due to misuse or negligence
• Items without original packaging, labels, or accessories
• Opened consumables or health-related products
• Products marked Non-Returnable
• Services already completed
• Rescue-related submissions (no payment involved)

6. Refund Process

• Contact Raksham support via email or app
• Provide order ID and registered contact details
• Submit images or videos if required
• Refund approval subject to verification

Approved refunds are processed within 7–10 business days to the original payment method. Timelines may vary based on banks or payment gateways.

7. Replacement Policy

• Replacement may be offered for eligible cases
• Subject to product availability
• Requests must be raised within 48 hours of delivery
• If replacement is not possible, refund will be issued

8. Shipping Charges

Shipping charges are non-refundable except when wrong, damaged, or defective items are delivered due to Raksham’s error. In such cases, return shipping costs will be borne by Raksham.

9. Rescue App Module – Refund Clarification

The rescue feature is completely free. No payments, refunds, or cancellations apply. Misuse of the rescue module may result in account suspension.

10. Contact Information

Organization: Yellow Tree
Platform: Raksham

E-203, Ground Floor, New Rajinder Nagar,
New Delhi – 110060

Phone: +91 9717422477 | +91 9818187867

Email: purnima@raksham.co