Overview

At autoMoss, we are committed to ensuring a seamless experience for our customers. This Return, Cancellation, and Refund Policy outlines the terms and conditions for returns, cancellations, and refunds for products and services purchased through our platform.

autoMoss is an online marketplace that connects customers with automotive spare parts and services through verified partners including Garages, Shops, Service Providers, and Mechanics.

Eligibility to Use

• Users must be at least 18 years of age to access and utilize the Platform.

  If you are under 18, you may only use the Platform with the supervision and consent of a legal guardian.

• Users accessing on behalf of a company or organization must have proper authorization.

  You must have the authority to act on behalf of that entity and bind it to this Policy.

Returns & Replacement Policy

Replacement Window

Most items purchased on the Platform qualify for replacement within:

• 2 calendar days

  For interstate deliveries from the date of delivery confirmation

• 5 calendar days

  For pan-India deliveries from the date of delivery confirmation

Damaged or Defective Products

If a product is delivered damaged, defective, or differs from the description, you must report the issue within 1 calendar day from delivery.

Non-Returnable Items

The following categories are non-returnable once performed, used, or installed:

Note: Certain services and products are classified as non-returnable due to their nature, usage, installation, or safety considerations.

Mandatory Return Procedure

To initiate a return or replacement, follow these steps:

• 1

  Initiate Request via 'My Orders'

  Navigate to the My Orders section on the autoMoss platform

• 2

  Upload Unboxing Video

  Provide an unedited video showing box opening and product condition (mandatory)

• 3

  Describe the Issue

  Accurately describe the problem at the time of initiating the request

• 4

  Secure Repacking

  Repack the item using original or equivalent-quality packaging

• 5

  Arrange Return Shipment

  Either via seller, self-drop at seller location, or customer-arranged courier

• 6

  Upload Proof of Shipment

  Provide courier receipt or tracking ID via the platform

Refund Processing

When Refunds Are Issued

Refunds are issued only for:

• Items successfully returned and verified by the seller
• Orders cancelled in accordance with the Cancellation Policy
• Orders cancelled by seller/service provider due to inability to fulfill

Refund Timeline

Deductions & Charges

The following deductions may apply:

• Cancellation Charges

  Applicable as per platform policy for orders cancelled before shipment

• Transportation Charges

  For orders cancelled after shipment or when service provider is en route

• Platform Fees

  Transaction charges and platform fees are non-refundable

• GST & Gateway Charges

  Applicable taxes and payment gateway charges will be deducted

Shipping & Service Charges Refund

Shipping fees and service charges are strictly non-refundable, except in verified cases:

• Product delivered damaged or unusable (with video proof)
• Defective or incompatible due to catalogue error
• Order undelivered or lost in transit (not due to customer error)

OTP-Based Payment Finality

Upon sharing the Delivery OTP with the Service Provider, the order is deemed fully delivered, completed, and unconditionally accepted. All payments become immediately non-refundable and final.

Work Start OTP vs Delivery OTP

If only the Work Start OTP is shared without Delivery OTP:

• •

  The Platform shall split the order value into non-refundable (for consumed work/materials) and refundable portions

• •

  Decision based on evidence like job cards, GPS logs, etc.

• •

  Refundable portion credited after deducting platform fees, GST, and gateway charges

Cancellation Policy

When Can You Cancel?

Order cancellations are permitted only before:

• Shipment dispatch

  For product orders

• Service provider commences travel

  For service bookings

Cancellation Charges

A variable deduction of 0-10% of total order value may apply, covering:

• • Packaging and logistics costs
• • Restocking charges
• • Payment gateway fees
• • Scheduling and travel costs

Interstate & Pan-India Orders

• Same City & Interstate Orders

  Cancellations allowed within 2 hours of placing the order

• Pan-India Orders

  Cancellations must be made within 24 hours of order placement

For delivery delays, cancellation requests may be submitted only after delivery has been rescheduled more than twice, with clear evidence of repeated delays.

Cash on Delivery (COD) Policy

Seller/Provider Cancellations

Sellers and service providers may cancel if unable to fulfill due to unforeseen circumstances. In such cases:

• Customer will be notified promptly
• Full refund will be processed immediately
• Customer may place a new order if desired

Important Notes & Disclaimers

• Refunds are a privilege, not a right

  Subject to full compliance with return policy, terms of service, and product-specific conditions

• Account suspension for misuse

  False claims, altered evidence, or non-compliance may result in permanent account suspension and legal action

• Platform discretion

  autoMoss reserves sole discretion to approve, reject, or modify refund claims based on investigation

• No liability for delays

  autoMoss is not responsible for payment gateway delays, bank processing times, or customer errors

• Dispute resolution

  All disputes resolved via in-app portal where Platform decisions are final and binding

Need Help?

If you have any questions regarding this Refund & Cancellation Policy, please contact us: