This Refund, Returns & Cancellation Policy (the “Policy”) is published in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and applicable guidance issued by the Reserve Bank of India (RBI) on the processing of refunds. It forms an integral part of the Terms & Conditions of RESCUQR Technologies Private Limited (“RESCUQR”, “we”, “us”).
1. Scope
This Policy applies to amounts paid directly to RESCUQR for its products and services through our website or any payment link issued by us. It does not apply to amounts paid to third parties (for example, hospital fees, ambulance-partner charges billed separately, or payment-gateway fees).
2. Products (Wristband, Keychain, Sticker) — Made to Order
Each RESCUQR product is personalised — its QR code is uniquely engraved / printed and linked to your profile — and is therefore a made-to-order item. Refund eligibility depends on the stage of fulfilment:
| Stage | Refund | Eligibility Window |
|---|---|---|
| Payment received, personalisation not started | 100% | Within 24 hours of payment |
| Profile created, product not yet personalised | 100% | Within 7 days of payment, before personalisation |
| Personalised, not yet dispatched | 50% | Before dispatch |
| Dispatched or delivered | No refund | After dispatch (except defects — see §3) |
Personalisation includes engraving / printing the unique QR code linked to your profile and is a custom-made activity. Once personalised and dispatched, a product cannot be resold and is therefore non-refundable, save for a defect.
3. Defective or Damaged Products
(a) If a product delivered to you is physically defective (printing error, unscannable QR code, transit damage), you are entitled to a free replacement.
(b) Report the defect within 7 days of delivery by emailing support@rescuqr.in with a clear photograph and your order reference.
(c) A replacement will be dispatched within 7 business days of verification, at no additional cost. This is in addition to your non-excludable rights under the Consumer Protection Act, 2019 and the Sale of Goods Act, 1930.
4. Services, Subscriptions & the Call Line
(a) Where a service or subscription is purchased, the term, renewal and cancellation rights are shown at the point of purchase.
(b) The 24×7 call line and Quick Response Team coordination are best-efforts services. Fees paid for a period already served are non-refundable, and pro-rated refunds are issued only where the service was not provided for reasons solely attributable to RESCUQR.
5. Community / RWA & Partner Engagements
Refunds for business / community engagements are governed by the separate signed agreement with that partner (the “Partner Agreement”), which prevails. In the absence of specific terms, amounts not yet irrevocably committed to onboarding are refundable before go-live; onboarding costs already incurred are non-refundable but may be set off against future invoices where the engagement is resumed within 90 days.
6. Rescuers Programme
Joining the Rescuers programme is free; no payment is collected and accordingly no refund arises. You may withdraw at any time by emailing support@rescuqr.in, and your data will be handled in accordance with our Privacy Policy.
7. How to Request a Refund
(a) Email support@rescuqr.in with the subject “Refund Request” from the email address used for the relevant payment.
(b) Include: the order / transaction reference, date of payment, amount, the reason for the request, and any supporting evidence.
(c) We will acknowledge your request within 48 hours.
(d) Approved refunds will be processed within 7 to 10 business days to the original payment method, in accordance with applicable RBI guidance. Banks and intermediaries may take additional time to credit the refund.
8. Non-Refundable Situations
(a) Costs which have been irrevocably committed to fulfilment (for example, personalisation, mobilisation, or third-party costs already paid).
(b) Products after dispatch (except defects, per §3).
(c) Requests submitted after the applicable eligibility window.
(d) Engagements terminated for cause due to your material breach of the Terms or a Partner Agreement.
(e) Non-refundable charges levied by a payment gateway, bank or other intermediary.
9. Cancellation & Force Majeure
(a) For product orders, you may cancel before personalisation begins for a full refund, in accordance with §2.
(b) For Partner Agreements, cancellation and notice obligations are governed by the signed agreement.
(c) RESCUQR shall not be liable for refunds where performance is prevented, delayed or rendered impracticable by events beyond its reasonable control (natural disasters, pandemics, government action, civil unrest, network or power failure, and acts of God). In such cases the parties will discuss in good faith a fair adjustment, such as a credit, extension or partial refund.
10. Grievance Redressal
If you are not satisfied with the resolution of your refund request, you may escalate the matter to our Grievance Officer:
Grievance Officer: Purohit Sharma
Organisation: RESCUQR Technologies Private Limited
Email: support@rescuqr.in | Phone: +91 77310 88893
Address: Opposite IKEA, Plot No. 18/2, Sector-III, HUDA Techno Enclave, HITEC City, Hyderabad, Telangana 500081
Grievances will be acknowledged within 48 hours and addressed within 30 days of receipt, as required under the Consumer Protection (E-Commerce) Rules, 2020. You may also file a complaint with the Consumer Disputes Redressal Commission of competent jurisdiction under the Consumer Protection Act, 2019.
11. Modifications
We may update this Policy from time to time. Material changes will be communicated via a notice on the Site and, where we have your email address, by email at least 15 days before they take effect. Refund requests in respect of payments made before the effective date of any change will be governed by the version of this Policy in force at the date of that payment.
12. Governing Law & Jurisdiction
This Policy is governed by the laws of India. Subject to the jurisdiction of any consumer-redressal forum available under the Consumer Protection Act, 2019, the parties submit to the exclusive jurisdiction of the competent courts at Hyderabad, Telangana, India.
See also our Terms & Conditions and Privacy Policy.