Refund & Cancellation Policy

This Refund & Cancellation Policy explains when you may cancel a transaction, request a refund, or receive a payout on the Digi2L Platform operated by UTC Digital Technologies Private Limited.

This Policy should be read together with Digi2L’s Terms & Conditions, Shipping & Delivery Policy, Grievance Redressal Policy, and any offer-specific terms applicable to the relevant transaction.

1. Fees and Charges

1. Digi2L may charge separate fees in connection with a transaction, including a platform fee, pickup fee, convenience fee, surge fee, holiday pickup fee, rescheduling fee, cancellation fee, or any other applicable service fee.
2. The platform fee is charged for access to and use of the Digi2L Platform, including transaction processing, valuation support, technology services, service coordination, and administrative support.
3. The pickup fee is charged separately for arranging pickup, logistics coordination, and collection-related services for the used appliance or product.
4. Any applicable fee will be displayed or communicated to you at the time of order confirmation or before the relevant service is availed.
5. Unless expressly stated otherwise, the platform fee shall be non-refundable once the order is confirmed.
6. Unless expressly stated otherwise, the pickup fee and any related pickup, surge, holiday pickup, rescheduling, or cancellation fee shall be non-refundable once pickup is scheduled, attempted, or the relevant service has been initiated. This includes cases where the pickup fails, is cancelled, or cannot be completed due to incorrect information, product mismatch, product unavailability, refusal to hand over the product, false declaration, failed quality check, or any reason attributable to you.

Digi2L may, at its discretion, refund or waive any fee where the transaction is cancelled solely due to reasons attributable to Digi2L, or where such refund is required under applicable law.

2. Sell or Exchange Orders

This section applies when you sell or exchange a used appliance or product through Digi2L, including under a partner exchange offer, Smart Sell offer, buyback offer, or similar transaction.

Cancellation by You Before Pickup

You may cancel a Sell or Exchange Order before pickup completion by:

• using the cancel order option on the order details page, where available; or
• writing to help@digi2l.co.in with your order number.

If pickup has already been scheduled, you should cancel at least 12 hours before the scheduled pickup slot so that Digi2L can notify the logistics partner.

Where cancellation is completed before pickup is scheduled or before the relevant service is initiated, any refundable amount, if applicable, will be processed in accordance with this Policy.

Platform fees and other non-refundable service fees, if already charged and disclosed at the time of order confirmation, may not be refunded.

Cancellation After Pickup Attempt

If the pickup associate visits the pickup location and the pickup cannot be completed due to any reason attributable to you, including product unavailability, refusal to hand over the product, price not being accepted, change of mind, product mismatch, incorrect address, incorrect information, or failed verification, the order may be marked as cancelled. In such cases, the pickup fee and any applicable surge, holiday pickup, rescheduling, or cancellation fee shall not be refunded, unless Digi2L determines otherwise or a refund is required under applicable law.

Cancellation After Pickup Completion

Once the used product has been handed over and pickup verification or Field-QC has been completed, the transaction cannot ordinarily be reversed. In exceptional cases, if you request retrieval of the used product, you must contact Digi2L within 6 hours from pickup completion. Retrieval shall be subject to:

• the product not having been dispatched, transferred, processed, refurbished, resold, recycled, or allocated to a partner;
• payment of actual return logistics or handling charges; and
• the product being available in the same condition as recorded at the time of pickup or Field-QC.

Digi2L does not guarantee that retrieval will be possible after pickup completion.

3. Refund of Pickup Fee or Token Amount

Where Digi2L collects a pickup fee, token amount, or similar charge for a Sell or Exchange Order, the refundability of such amount shall depend on the stage of the transaction and the reason for cancellation.

Unless otherwise stated at the time of order confirmation:

• the pickup fee may be refunded if the order is cancelled before pickup is scheduled or before the pickup service is initiated;
• the pickup fee may be refunded upon successful pickup, if the applicable offer specifically provides for such refund; and
• the pickup fee shall not be refunded if pickup fails, is refused, or cannot be completed due to any reason attributable to you.

Any erroneous payout or excess payment shall be handled in accordance with Section 4 of this Policy.

4. Failed, Erroneous, or Excess Payouts

Payouts for Sell or Exchange Orders may be routed through UPI, NEFT, Voucher, online credit, or any other mode made available by Digi2L.

If a payout fails due to incorrect UPI ID, incorrect bank account details, IFSC error, beneficiary mismatch, KYC mismatch, payment gateway issue, or any other technical or banking issue, Digi2L may ask you to provide corrected details and may re-initiate the payout within the timelines stated below.

Indicative remediation timelines are:

• UPI payout failure: re-triggered within 2 business days from receipt of corrected details;
• NEFT payout failure: re-triggered within 3 business days from receipt of corrected details; and
• Voucher cancellation or failure: equivalent payout or alternate resolution within 5 business days, subject to verification and partner confirmation.

If an excess, duplicate, or erroneous payout is made to you, Digi2L may notify you in writing and you agree to refund the excess amount within 7 days from such notice. If the excess amount is not refunded, Digi2L may set off the amount against future payouts or recover it through lawful means.

5. Assured Buyback Redemption

Assured Buyback or ABB transactions are governed by the specific ABB plan terms accepted by you at the time of purchase or registration. Subject to the applicable ABB plan terms:

• a pending ABB registration may be cancelled within the cooling-off period specified in the applicable plan terms;
• any ABB registration fee, if refundable under the plan terms, will be refunded to the original payment method within 7 business days;
• a scheduled ABB redemption may be rescheduled or cancelled before pickup completion in accordance with the process applicable to Sell or Exchange Orders; and
• the buyback amount will be paid after pickup verification and completion of the applicable quality check, subject to the ABB plan terms, eligibility, condition criteria, and verification process.

6. Refund and Payout Timelines

The following are indicative timelines, subject to verification, bank processing, payment gateway timelines, partner confirmation, and applicable law:

All refund and payout timelines stated above are inclusive of Digi2L’s processing time but exclusive of delays caused by banks, payment gateways, payment service providers, third-party partners, incorrect details submitted by you, fraud checks, force majeure events, or circumstances beyond Digi2L’s reasonable control.

7. Non-Refundable Charges

Unless expressly stated otherwise or required under applicable law, the following charges shall be non-refundable:

• platform fee once the order is confirmed;
• pickup fee once pickup is scheduled, attempted, or initiated;
• surge fee, holiday pickup fee, rescheduling fee, cancellation fee, or similar service fee once the relevant service has been initiated;
• any fee or charge where the pickup, transaction, refund, return, or service cannot be completed due to incorrect information, product mismatch, product unavailability, refusal to hand over the product, false declaration, failed verification, failed quality check, or any other reason attributable to you; and
• any other charge specifically disclosed as non-refundable before order confirmation.

Digi2L may refund, waive, or adjust any such fee at its discretion where the cancellation or failure is solely due to reasons attributable to Digi2L, or where required under applicable law.

8. Grievances

If a refund, cancellation, payout, return, or service request is not handled in accordance with this Policy, you may raise a complaint through Digi2L’s grievance redressal mechanisms set out in the Grievance Policy.

Digi2L will acknowledge and resolve grievances in accordance with its Grievance Redressal Policy and applicable law.

For general support, you may contact help@digi2l.co.in.