REFUND POLICY AND DATA PRIVACY NOTICE

Effective Date: [Insert Date]
Website: https://matterbike.in
Entity: Matter Bike Dealership (“Company,” “We,” “Us,” “Our”)
Users: Any customer booking or purchasing products/services via matterbike.in (“You,” “Your,” “Customer”).

1. Introduction

This Refund Policy and Data Privacy Notice (“Policy”) governs the terms under which refunds may be claimed by Customers who book, purchase, or cancel orders of Matter AERA motorcycles and related products through matterbike.in or authorized dealers.

It also sets out how We process, store, and protect Your personal and financial data during refund transactions.

By initiating a booking, purchase, or refund request, You agree to the terms outlined herein, which are binding and in addition to Our Website Terms of Use, Purchase Terms & Conditions, Online Booking Terms, and Privacy Policy.

2. Scope of Applicability

This Policy applies to:

• Online bookings made via matterbike.in.

• Purchases of Matter AERA motorcycles and related services.

• Refund claims initiated through official communication channels.

This Policy does not apply to:

• Unauthorized payments made to third-party websites or agents.

• Fraudulent transactions outside official channels.

3. Principles of Refunds

Refunds are governed by the following principles:

1. Transparency: Clear disclosure of eligibility, timelines, and conditions.

2. Fairness: Refunds processed equitably without discrimination.

3. Compliance: Adherence to Indian consumer protection laws and IT regulations.

4. Security: Protection of customer data during the refund process.

4. Eligibility for Refunds

Refunds may be considered in the following scenarios:

1. Booking Cancellations

   • Customer cancels booking before final invoicing and registration.

   • Refund of booking amount minus applicable transaction/processing charges.

2. Non-Delivery by Company/Dealer

   • In case the Company is unable to deliver the booked vehicle within 90 days from the estimated delivery date, and Customer opts for cancellation.

3. Duplicate or Erroneous Payments

   • Refund of excess amounts mistakenly paid, subject to verification.

4. Technical or Payment Gateway Failure

   • Refunds for transactions that failed but were debited from Customer’s account.

Refunds are not permitted once a vehicle is registered in the Customer’s name or delivered.

5. Refund Exclusions

No refund will be granted in the following cases:

• Voluntary cancellation after registration.

• Vehicle misuse, damage, or post-delivery complaints.

• Payments made to fraudulent or unauthorized persons.

• Claims beyond the refund window (90 days from payment date).

6. Refund Process

1. Request Submission:

   • Customer must submit a written refund request via [support@matterbike.in] or official dealer.

   • Include booking ID, payment proof, and cancellation reason.

2. Verification:

   • Company verifies transaction details and identity of the Customer.

   • Fraudulent or incomplete requests will be rejected.

3. Approval:

   • Refunds require internal approval from finance and compliance teams.

4. Processing Timeline:

   • Approved refunds will be processed within 30 business days.

5. Refund Mode:

   • Refund will be credited to the original payment method (card, bank, UPI, etc.).

   • No cash refunds will be issued.

7. Deductions and Charges

Refunds may be subject to:

• Transaction Fees: Non-refundable charges levied by payment gateways.

• Processing Fees: Administrative charges up to 5% of booking amount.

• Taxes/Duties: Statutory deductions where applicable.

Customers will receive a refund receipt outlining deductions.

8. Data Collection for Refunds

To process refunds, We may collect the following information:

• Customer’s name, booking ID, and contact details.

• Bank account or card details (for transaction reversals).

• Proof of payment (transaction ID, UTR number, etc.).

• Communication records relating to cancellation/refund.

9. Data Privacy and Security

1. Confidentiality: All data collected for refunds will be kept confidential.

2. Encryption: Payment data will be processed only via secure, PCI-DSS compliant gateways.

3. Data Sharing: Refund-related data may be shared with banks, payment processors, and regulatory bodies strictly for processing refunds.

4. Retention: Refund-related records will be retained for at least 7 years to comply with accounting and tax laws.

5. No Misuse: Customer data will not be sold, rented, or used for marketing without consent.

10. Customer Rights in Refund Data Processing

You have the right to:

• Access Your refund-related data.

• Request correction of inaccurate details.

• Seek deletion of refund-related records (subject to legal retention).

• Withdraw consent for data processing (except where required by law).

Requests may be made to the Grievance Officer (see Section 14).

11. Company Disclaimers

• The Company shall not be responsible for delays attributable to banks, NBFCs, or payment gateways.

• Refund amounts may vary due to exchange rate fluctuations (in case of cross-border payments).

• The Company disclaims liability for losses due to fraudulent transactions outside official channels.

12. Fraud Prevention in Refunds

• Refunds will only be processed to the same account/card from which payment was made.

• Requests for alternate accounts will be rejected.

• Any attempt to manipulate or forge refund claims will attract criminal liability.

13. Force Majeure

Refund obligations may be delayed or suspended due to force majeure events such as natural disasters, strikes, pandemics, or government restrictions.

14. Grievance Redressal

For refund or data privacy-related concerns, please contact:

Grievance Officer: [Insert Name]
Email: [support@matterbike.in]
Phone: [+91-XXXXXXXXXX]
Office Address: [Registered Office / Dealership Address]

Complaints will be acknowledged within 48 hours and resolved within 30 days, in line with Indian law.

15. Governing Law and Jurisdiction

This Policy shall be governed by the laws of India.
Courts in Ahmedabad, Gujarat shall have exclusive jurisdiction.

16. Updates to this Policy

The Company may update this Refund Policy and Data Privacy Notice periodically. Updates will be posted on https://matterbike.in with a revised Effective Date.

17. Closing Statement

Matter Bike Dealership is committed to customer satisfaction and fair refund practices while ensuring compliance with privacy laws. Customers are urged to transact only through official channels and retain proof of payment for any refund-related claims.