Refund & Cancellation

RETURN, REFUND & CANCELLATION POLICY

In the event you receive a damaged / defective product/ services or a product / service that does not comply with the specifications as per your original order, you are required to get in touch with the customer service team.

Upon receiving your complaint, MindEscapes® shall verify the authenticity and the nature of the complaint. If MindEscapes® is convinced that the complaint is genuine, MindEscapes® will take further actions. However, in the event of frivolous and unjustified complaints regarding the quality and content of the products / services, MindEscapes® reserves the right to pursue necessary legal actions against you and you will be solely liable for all costs incurred by MindEscapes® in this regard.

Before accepting shipment of any product / services, kindly ensure that all the details are correct. If you observe that there is any deviation in the order, request you to refuse to accept delivery and inform MindEscapes® at the earliest. The return process of the product may be restricted by MindEscapes® depending on the nature and category of the product / services.

Please notify MindEscapes® of receipt of a damaged / defective product / service within 24-hours of delivery to you. If you are unable to do so within 24-hours, MindEscapes® / Merchant / manufacturer /service provider shall not be held liable for the failure to replace the order;

MindEscapes® will arrange pick-up of the damaged / defective product / service through its own logistics partner. In the event MindEscapes® is unable to do so, MindEscapes® will notify you regarding the same and you will be required to dispatch the product using a reputed courier in your respective area within one (1) day from receipt of such notice. Courier freight charges will be reimbursed in such form as is determined by the logistics team upon prior consultation with MindEscapes®;

The returned products / services are subject to verification and checks by MindEscapes® in order to determine the legitimacy of the complaint / return.

In the event the return of a product is duly accepted by MindEscapes®, the value of such product, as originally paid by you during acceptance of delivery of product or otherwise, will be refunded to you. Refund will be processed based on the mode of payment and MindEscapes® will credit your refunds directly into customer bank account.

MindEscapes® offers hassle-free returns to simplify returns for buyers and sellers. The cost of return shipping for an item that is not as described is the seller's responsibility. You also authorize MindEscapes® to place the return shipping label costs on your invoice, subject to your automatic payment method on file.

You can cancel your order online before the product / services has been delivered. Your entire order amount will be refunded.

In case the product / service you have ordered has been processed / shipped but has not yet been delivered to you, you may still cancel the order online. Your refund will be processed once we receive the complete information and after deducting the applicable charges

Unfortunately, an order cannot be cancelled once the product / service item has been delivered to you.

In order to cancel an item in your order:

Log into your MindEscapes®, account and go to the `My Orders` page

Identify the item you want to cancel and click on the corresponding “cancel”

In the detailed order page, you will see `Cancel` links against each of the items in that order

Click on the `Cancel` link, indicate the reason for cancellation, choose a mode of refund and confirm cancellation

Once your cancellation request is created, we will ensure that the cancellation is processed as soon as possible

Once you request the cancellation of product / service in your order, it will take us a maximum of 1-2 business days to cancel the order and initiate a refund after deducting applicable charges. You will be notified of the same by email.

However, if you opt for having the money transferred back to the source of transaction, it may take up to 7-10 business days for the respective banks to process the refund. Please get in touch with the banks directly in case of any delays post confirmation of cancellation/refund by MindEscapes®.

In order to confirm cancellation of item(s) in your order, you need to indicate your refund preference.

Back to Source - In this case, the money will be refunded back to the payment mode / account that was originally used to make the transaction.

Once you have requested the cancellation of item(s) in your order, MindEscapes® will complete the cancellation and initiate the refund, depending on your preference.

Use of Information: We may share your telephone numbers with our service providers (such as billing or collections companies) who we have contracted with to assist us in pursuing our rights or performing our obligations under the User Agreement, our policies, or any other agreement we may have with you. These service providers may also contact you using autodialled or pre-recorded messages calls and/or SMS or other text messages, only as authorized by us to carry out the purposes we have identified above, and not for their own purposes.

By accepting the terms and conditions the you accept that MindEscapes® may send the alerts to the mobile phone number/ email provided by you while registering for the Service or to any such number replaced and informed by you.

Grievance Policy

MindEscapes® strongly believes in a sincere and transparent approach to its customers. You trust and love us and we would never put growth before trust. This policy document aims at minimizing instances of customer complaints, grievances and disappointments via channelized approach, review and redressal. The self-review will be of help in identifying shortcomings in the product features and service delivery. If you're disappointed, then at some point in time we've not done a great enough job.

MindEscapes's policy on grievance redressal follows the under noted principles.

Our users are to be treated fairly at all times.

Complaints or concerns raised by users are dealt with an open mind, with courtesy and in a timely manner.

Users are informed about the channels to escalate their complaints, concerns and grievances within MindEscapes® and their rights if they are not satisfied with the resolution of their complaints.

MindEscapes® will take care of all complaints efficiently and fairly as they value each customer.

All employees at MindEscapes® must work in good faith and without prejudice to the interests of the users

We understand that customer grievances can happen due to multiple reasons. It can be because of the gap between the promised service levels and the service levels actually offered. Since we are dealing with humans, a lot of grievances can arise due to the attitudinal and the way communication gets done. It can also happen due to the actual errors across the system.

Users have complete authority to file a complaint / share feedback if they are disappointed by services rendered by MindEscapes®. They can give their complaint / feedback in writing, email, or on MindEscapes®. If user's dilemma is not resolved within the given time or if they are not satisfied with the solution provided by MindEscapes®, they can approach our tiered redressal system with their complaint or other legal avenues available for grievance redressal.

In order to make MindEscapes®, redressal channels more meaningful and effective, a structured system has been put in place. This system will ensure that the complaints are redressed seamlessly and well within the stipulated timeframe.

Awareness of Grievance Redressal System

At MindEscapes® the customer's experience is what we deliberate and focus on. This is why we listen and take the time to know our customers and take their concerns seriously. Going skin-deep to analyse and scrutinize, how you would feel from the time you step-in to MindEscapes® till the time you're done, helps us evolve and enhance our services. If a customer has found our experience simple and incredible, we know we are doing something worthy. However, when a user is concerned or has complaints, we do everything we can to fix it and make it right.

Sensitizing staff on handling complaints

Our staff undergoes regular training to ensure that consumers queries and grievances are handled properly. They are encouraged to work in a manner which helps us in building the customer trust and confidence. This reflects in both the operations as well as the customer communications. Top reasons behind the consumer queries are analysed and worked upon in a way which aims at removal of these reasons from the root. This helps in improving the overall quality of the service levels gradually.

How to reach MindEscapes®

We recommend that customer sends us a query/grievance by logging in his MindEscapes® account and using the 'Help and Support' section. It is also recommended that the customer writes his complaint reference number provided by our customer care team in all further communication with us regarding a particular issue. This enables us to get more details about the customer and the query quickly and helps to resolve the query faster.

Estimated time taken to address your queries, concerns, complaints

Suitable timelines have been set for every complaint depending upon the investigations which would be involved in resolving the same.

Here are the estimated timelines at various levels of queries/escalations

  • First response to a user's query/ concern - 24 hrs
  • Follow-up queries - 48 hrs
  • Escalated cases - 7 days
  • Customer grievances - 15 days
  • NEFT to user's bank account - 7 days

Users are requested to raise the concern to next level only if they do not get a resolution within the time frame mentioned above. This will help us in resolving your concern in a smoother way.