Legal
Last updated: July 2026
This policy explains how cancellations and refunds work for material orders and bookings made through Griffy IT Services Pvt. Ltd. ("Griffy", "we"). It should be read alongside our Terms of Service.
As explained in our Terms of Service, Griffy is a marketplace connecting homeowners with independent material suppliers, contractors, labour, and service experts — we are not the seller of materials or the provider of services ourselves. This policy explains how cancellations and refunds work for payments made through Griffy's checkout, which is processed by Razorpay.
You can cancel a material order for a full refund any time before the supplier accepts it (while the order shows status "Placed"). Once a supplier accepts an order ("Accepted"), it enters their fulfillment process — cancellation from that point is at the supplier's discretion, and we'll facilitate it through the platform if they agree.
Once an order has been packed or shipped, it cannot be cancelled through the platform. If it hasn't arrived, is damaged, or doesn't match the listing, use the order's "Report a problem" option or contact us — this is treated as a supplier-side issue under our Terms, and we'll help facilitate a refund from the supplier where warranted.
A booking can be cancelled for a full refund any time before the provider confirms it (status "Pending"). Once a provider confirms a booking, cancelling it may be subject to the provider's own cancellation terms shown at the time of booking — some professionals charge a partial fee for late cancellations to cover time already blocked on their schedule.
To reschedule instead of cancelling, contact the provider directly through the booking, or reach out to us if you're unable to.
Approved refunds are issued to the original payment method through Razorpay. Razorpay typically credits refunds back within 5-7 business days, though your bank may take longer to reflect it depending on your card issuer or bank. We do not hold refunded amounts on the platform — there is no wallet or store credit system today.
You'll get a notification (in-app, WhatsApp, or email) when a refund is initiated and again when it's confirmed processed by Razorpay. You can also see refund status on the order's tracking page at any time.
Where only part of an order is affected — for example, one item out of a multi-item order is missing or damaged — we may facilitate a partial refund for just that portion rather than the full order value.
Refunds are not available where: you simply changed your mind after a supplier has already shipped material or a professional has already started work; the issue is a normal, disclosed variation you accepted at time of purchase (e.g. natural variation in stone/tile shade); or the order/booking was cancelled by you after the applicable window in Sections 2-3 without the counterparty's agreement.
If you believe you were charged incorrectly or a payment didn't go through but you were still charged, contact us at support@griffy.in with your order or booking ID before raising a chargeback with your bank — most issues are resolved faster this way, and a direct bank chargeback can delay resolution on both sides.
We may update this policy from time to time. We'll post changes here and, for material updates, notify account holders. Continued use of Griffy after a change means you accept the updated policy.
This is a general-purpose draft and not a substitute for legal advice specific to your business and jurisdiction — have it reviewed by counsel before relying on it in production.