Refund & Cancellation Policy

This policy explains when and how you can cancel a TENNUT order or plan and how refunds are made. It forms part of our Terms of Service.

1. CANCELLING AN ORDER

• You can cancel an order yourself from the app while its status is "Order confirmed" or "Preparing" — tap "Cancel order" on the Home screen.
• Once the order is "Out for delivery", it can no longer be cancelled from the app, because fresh coconuts have already been cut or dispatched. Contact support if there is a problem.
• TENNUT or the TENNUT Point may cancel an order if an item is out of stock, your address is outside the delivery area, the rider cannot reach you, or payment fails or looks fraudulent. You will be told in the app.

2. WHEN YOU GET A FULL REFUND

• You cancelled within the allowed window (above).
• We or the TENNUT Point cancelled the order.
• Payment was deducted but the order was not created (failed or duplicate payment).
• The order was not delivered.
• The coconut delivered was spoiled, damaged, or not what you ordered, and you reported it within 24 hours of delivery with a photo (Profile → Help & Support, or by email).

For quality complaints we may offer a free replacement instead of a refund, if you prefer.

3. WHEN REFUNDS DO NOT APPLY

• Orders cancelled after they are out for delivery, or refused at the door without a valid quality reason.
• Natural variation in size, water quantity or taste of tender coconuts.
• Wrong address or phone number given by you, or you were unavailable after the rider attempted to contact you.

4. HOW AND WHEN REFUNDS ARE PAID

• Online payments are refunded to the original payment method (UPI, card, net banking or wallet) through Razorpay within 5–7 business days of approval. Your bank may take a few additional days to show it.
• Payments made from Recharge Balance are returned to your Recharge Balance.
• Cash on Delivery orders that qualify for a refund are refunded by UPI or bank transfer to details you provide.
• Discounts, promo codes and Coconut Credits used on a refunded order are restored where the offer is still valid.

5. SUBSCRIPTIONS

You can cancel a subscription at any time from the app to stop future renewals. Deliveries already made are not refundable. For unused deliveries in the current period, we refund the unused portion on a pro-rata basis (minus any discount received on the plan) to the original payment method within 5–7 business days.

6. RECHARGE BALANCE

Recharge Balance is non-refundable and cannot be withdrawn as cash once added, except where required by law or if TENNUT discontinues the service, in which case the unused paid amount (excluding promotional bonus) will be refunded. If a recharge was charged but not credited, we will credit it or refund it in full.

7. SCAN & PAY

Scan & Pay payments go to the TENNUT Point you paid. For a wrong or duplicate payment, contact us within 7 days with the payment reference; after verifying with the TENNUT Point, eligible amounts are refunded to the original payment method within 5–7 business days.

8. TENNUT EXPLORE PLANS

Cancellation, refund and renewal for tree or TENNUT Point booking, rental and lease plans follow the terms shown on that plan and in the agreement you sign in the app. Where a plan has no specific terms, you may cancel within 48 hours of payment for a full refund, provided the plan has not started.

9. HOW TO REQUEST A REFUND

Go to Profile → Help & Support in the app, or email support@tennut.store with your registered mobile number, order ID, the issue and a photo if relevant. We respond within 48 hours.