Refund Policy (We've Got Your Back)

1. Our 100% Satisfaction Guarantee (We Mean It!)

At RackuPro, we're not happy unless you're happy. If your racket doesn't feel right after stringing, we'll make it right. No bureaucracy, no finger-pointing, no "have you tried turning it off and on again?"

What's Covered:

• 🎾 Tension Issues: Too tight? Too loose? We'll restring it for free within 24 hours of delivery
• 🔧 Stringing Defects: Uneven tension, improper knots, or any workmanship issues - completely free restringing
• 💔 String Breakage: If strings break within 24 hours of delivery due to our error, free replacement
• 📦 Wrong String Type: We strung your racket with the wrong string? Our bad. Free correction.

How to Claim: Just call us at +91 7738384483 or email [email protected] within 24 hours. We'll pickup, fix, and deliver. Zero cost to you.

2. Cancellation Policy (Life Happens, We Get It)

2.1 Before Professional Accepts (Full Refund)

Changed your mind? Found your old strings are still good? Racket spontaneously fixed itself? No problem!

• ✅ Cancel anytime before a professional accepts your order
• ✅ 100% refund, processed within 5-7 business days
• ✅ No cancellation fees, no questions, no judgment

2.2 After Acceptance But Before Pickup (Partial Refund)

Once a professional is on the way to pick up your racket:

• If you cancel before they arrive: Full refund minus ₹50 nominal booking fee
• If you cancel after they arrive: Full refund minus ₹100 (covers their travel cost - petrol isn't free, sadly)

2.3 After Pickup (Case-by-Case)

If we've already picked up your racket:

• Work hasn't started yet: Full refund minus ₹100 for pickup/delivery via Borzo
• Work in progress: We'll discuss options - might be easier to just complete the job!
• Work completed: No refund, but refer to Section 1 if you're unhappy with quality

3. Refund Processing (Via Razorpay)

We use Razorpay for all payments and refunds. They're awesome, secure, and regulated by the Reserve Bank of India.

Timeline:

• 📱 UPI: 1-3 business days
• 💳 Credit/Debit Cards: 5-7 business days (banks are slow, not us!)
• 🏦 Net Banking: 3-5 business days
• 📲 Wallets (Paytm, PhonePe): 1-3 business days

Important: Refund timing depends on your bank/payment method. RackuPro initiates refunds within 24 hours of approval, but your bank might take their sweet time. If it's been more than 7 business days, contact us!

Refund Method:

Refunds are always processed to your original payment method. Paid via card? Refund goes to that card. Paid via UPI? Back to that account. We can't do "I paid via card but refund me to UPI" - that's a Razorpay security thing, not us being difficult!

4. Delivery Issues & Borzo Policy

We partner with Borzo for pickups and deliveries. They're professionals, but sometimes things happen.

4.1 Delivery Delays

• Minor delays (under 2 hours): We'll keep you updated. No refund, but sincere apologies!
• Major delays (over 24 hours): ₹100 credit for your next order
• Delivery cancellation by Borzo: Full refund + ₹100 credit (it's rare, but if it happens, we'll make it worth your patience)

4.2 Lost or Damaged During Transit

• 📦 Lost racket: Full refund + compensation up to ₹5,000 (as per Borzo's insurance policy)
• 💥 Damaged racket: Full refund + repair cost compensation (we'll assess the damage)
• 🔍 Investigation: We work with Borzo to investigate. Usually resolved within 48 hours

Fun fact: In 2000+ orders, we've had zero lost rackets. Borzo's delivery partners are careful... but we still cover you just in case!

5. Non-Refundable Scenarios (Sorry, We Have To Say This)

We're generous, but there are limits:

• ❌ Change of mind after completion: "I don't like this string color anymore" - not refundable (you chose it!)
• ❌ Normal string wear: Strings naturally lose tension over time. That's physics, not a defect.
• ❌ Damage after delivery: If you drop your racket or play a tournament after receiving it, we can't refund that
• ❌ String preference mismatch: "I thought 28lbs would feel different" - we recommend tensions, but final choice is yours
• ❌ Delayed complaints: Reporting issues after 7 days - sorry, too late to verify

When in doubt, call us! We're reasonable people.

6. How to Request a Refund (It's Easy)

Step 1: Contact Us

Reach out within the applicable timeframe:

Step 2: Provide Details

• Order ID (found in your email confirmation)
• Reason for refund
• Photos if applicable (for quality issues)

Step 3: We Review & Approve

Most refunds are approved within 4 hours during business hours. Complex cases might take up to 24 hours.

Step 4: Razorpay Processes Refund

Once approved, Razorpay initiates the refund. You'll get an email confirmation.

Step 5: Money Back!

Depending on your payment method, expect funds within 1-7 business days.

7. Partial Refunds (For Partial Issues)

Sometimes, a full refund isn't necessary. We might offer:

• 💰 Partial refund: If part of the service was unsatisfactory
• 🎁 Store credit: For future orders (usually 10-20% more value than cash refund)
• 🆓 Free premium upgrade: Next order gets premium strings at standard price

We'll always discuss options with you before processing!

8. Dispute Resolution (Let's Talk It Out)

Not satisfied with our refund decision? Here's the escalation path:

1. Customer Support: First point of contact (resolves 95% of issues)
2. Manager Review: Request manager review via email
3. Founder Review: For complex cases, our founder personally reviews
4. Razorpay Dispute: If payment-related, you can raise a dispute with Razorpay
5. Consumer Court: As a last resort (we've never had this happen, and we hope to keep it that way!)

Jurisdiction: All disputes are subject to Mumbai jurisdiction only.

9. Google Play & In-App Purchases

For any in-app purchases or subscriptions made through the RackuPro Android app:

• Refunds are subject to Google Play Store's refund policy
• You can request refunds through Google Play within 48 hours of purchase
• After 48 hours, contact us directly and we'll process it per this policy

Learn more about Google Play refunds →

10. Contact Us (We're Here to Help)

Questions about refunds? Need help with a claim? Just want to chat?

We typically respond within 2 hours during business hours. If we don't, we're probably testing strings and lost track of time! 🎾