Refund Policy

Vokitoki is a hyperlocal marketplace: you buy products and book services directly from sellers in your neighbourhood. Sellers set their own prices, arrange their own delivery or pickup, and set the refund and return terms for their shop.

That means refunds are primarily between you and the seller — with Vokitoki providing the platform, the conversation, and support when something goes wrong.

• Want to cancel? Message the seller as early as possible — local orders move fast.
• Whether a cancellation is accepted depends on the order’s status and the seller’s terms.
• Sellers may also cancel — for example, when an item is out of stock — and should tell you promptly.

Typical situations where a refund is reasonable to expect:

• The order never arrived and was not available for pickup.
• The item is significantly different from its listing, damaged, or defective.
• A booked service was not provided.
• You were charged incorrectly.

The seller’s own shop terms apply on top of this — check them before ordering, and ask questions in chat.

• State your shop’s refund, return and cancellation terms clearly, and honour them.
• Describe items accurately — photos and descriptions should match what the buyer receives.
• Respond to refund requests promptly and in good faith.
• Handle agreed refunds without unnecessary delay.

Sellers who repeatedly break their own terms or mislead buyers can lose access to the marketplace.

• Contact the seller first, in the order chat — describe the issue and include photos if relevant.
• Most issues are resolved fastest this way, neighbour to neighbour.
• If you can’t reach an agreement, or you suspect fraud, contact Vokitoki support and we will look into it.

Refunds are returned the way you paid. Payments on Vokitoki are handled by payment providers, so the time it takes for money to reach you depends on the payment method and your bank.

• Giveaways — they are always ₹0, so there is nothing to refund.
• Items or services a seller clearly marked as non-returnable before you ordered — for example, perishables or custom-made goods.
• Change-of-mind returns, where the seller’s terms do not offer them.

None of this overrides your statutory rights under consumer protection law.

Stuck on a refund, or spotted a seller acting in bad faith? Reach the team at the email below, or through the contact page. We usually reply within 1–2 business days.