Refund & Cancellation Policy

Volimy is a technology marketplace platform that connects independent water suppliers with customers. Volimy does not manufacture, supply, store, transport, or deliver water products.

This is important for understanding this policy:

• Orders placed on Volimy are fulfilled by independent water suppliers — not by Volimy
• Product quality, delivery execution, and service standards are the sole responsibility of the supplier
• Volimy acts only as a technology facilitator between customers and suppliers

This Refund & Cancellation Policy covers two types of transactions on Volimy:

A. Customer transactions — orders and subscriptions placed by customers with independent suppliers through the Volimy platform

B. Vendor transactions — paid platform subscription plans purchased by water suppliers to use Volimy's management tools

Both are governed separately below.

One-Time Orders

How to cancel:

• Cancel through the Volimy app — Orders → Select Order → Cancel Order.
• If cancellation is not available in the app, contact Volimy support within the cancellation window.

Important Note on Supplier Acceptance

Since orders are fulfilled by independent suppliers, Volimy cannot guarantee that a supplier will approve a cancellation after acceptance. Volimy will facilitate the request but the final decision rests with the supplier.

Customers may pause or cancel their water supply subscriptions at any time through the Volimy app.

Key Points:

• No cancellation fee for subscription cancellations
• Cancellations take effect from the next scheduled delivery — not retroactively
• Deliveries already dispatched at the time of cancellation will be fulfilled and charged
• Any advance payments or wallet balances at the time of cancellation are subject to Section 4 below

Since water supply orders are fulfilled by independent suppliers, refund eligibility depends on the nature of the issue.

Situations Where a Refund May Be Considered

Situations Where Refunds Are NOT Applicable

Important: Volimy is a marketplace platform. Product quality disputes, water purity concerns, and delivery performance issues are the sole responsibility of the independent supplier. Volimy will facilitate dispute escalation but is not liable for supplier performance.

How to Raise a Refund Request

• Open the Volimy app → Orders → Select the relevant order
• Tap "Report an Issue" or "Request Refund"
• Select the reason and provide details
• Volimy support will review within 48 hours
• If approved, refund is initiated within 2 business days

Alternatively, email: info@volimy.com with your order ID and reason.

Refund Credit Methods

Note: Payment reversal timelines are governed by the respective payment gateway or bank and may vary. Volimy will initiate the refund within the stated period — actual credit to your account depends on your bank or payment provider.

Water suppliers who purchase a paid Volimy platform subscription (Pro or Enterprise plan) are subject to the following refund terms.

Free plan: Volimy's free plan has no charges and therefore no refund applicability.

Vendors may cancel their paid platform subscription at any time.

How to cancel: Vendor Dashboard → Settings → Subscription → Cancel Subscription

What happens after cancellation:

• Access to paid features continues until the end of the current billing period
• No further charges will be applied after cancellation
• Customer data, delivery history, and reports remain accessible for 30 days after cancellation
• After 30 days, data may be archived — vendors should export reports before cancellation takes effect

Downgrade to free plan: Vendors may downgrade to the free plan at any time without cancelling their account. Core features remain available on the free plan.

All timelines are from the date Volimy approves and initiates the refund. Actual credit depends on your bank or payment provider and may vary during bank holidays or high-volume periods.

If your refund has not been credited after the stated timeline, first check with your bank. If the issue persists, contact Volimy support with your transaction ID.

The following are explicitly non-refundable under all circumstances:

• Convenience fees or platform service charges (if applicable)
• Orders fully delivered as per confirmed specifications
• Subscription periods already utilised
• Transactions where fraud or misrepresentation by the user is established
• Cancellations requested outside the applicable cancellation window
• Product quality disputes — these are supplier responsibility and must be raised with the supplier directly
• Losses arising from incorrect delivery address provided by the customer
• Promotional credits, referral bonuses, or discount codes applied to orders

Customer-Supplier Disputes

Since Volimy is a marketplace platform, disputes regarding water quality, delivery performance, and product standards are primarily between the customer and the independent supplier.

• Step 1: Raise the issue directly with the supplier through the Volimy app — Orders → Report Issue.
• Step 2: If unresolved within 72 hours, escalate to Volimy's Grievance Officer: Email: info@volimy.com. Response time: Within 48 hours
• Step 3: Volimy will attempt to facilitate a resolution between the customer and supplier within 7 working days.
• Step 4: If resolution is not achieved, users may pursue remedies under applicable consumer protection laws.

Payment Disputes

For payment disputes — duplicate charges, failed transactions, or incorrect amounts — contact:

For any refund or cancellation queries:

Customer Support

Grievance Officer

This Refund & Cancellation Policy is subject to Volimy's Terms & Conditions and Privacy Policy. In case of any conflict, the Terms & Conditions shall prevail.