DIGILAKE

Refund & Cancellation Policy

Last Updated: December 2025

At CLUVIO, we strive to provide a smooth and transparent community-buying experience.

CLUVIO is a community-buying platform operated by Digilake Private Limited. Since CLUVIO acts as a facilitation platform connecting customers with verified vendors, all payments for products are made directly to the vendor.

Accordingly, all refunds, cancellations, or modifications related to orders are governed by the respective vendor’s Refund & Cancellation Policy. However, to ensure customer trust, CLUVIO follows the framework outlined below.

1. Orders Placed Through a Community Deal

When you join a community deal on CLUVIO, the following conditions apply.

1.1 Deal Not Activated / Minimum Buyers Not Reached

If the community deal does not meet its minimum required number of buyers before the deadline, the deal will not be activated.

  • Your order will be automatically cancelled
  • Any payment made to the vendor will be fully refunded by the vendor as per their refund terms
  • CLUVIO will proactively communicate the deal status

2. Orders Cancelled Before Product Dispatch

If you cancel your order before the vendor dispatches the product, any applicable refund will be processed in accordance with the vendor’s cancellation policy.

CLUVIO will assist in raising and tracking the request; however, final approval lies solely with the vendor.

3. Orders Cancelled After Dispatch / Delivery

If the product has already been dispatched, delivered, or installed, refund or return requests will follow the vendor’s product-specific return policy.

These policies may vary based on:

  • Product category (AC, Refrigerator, Washing Machine, Geyser, etc.)
  • Condition of the product
  • Installation status
  • Warranty activation

CLUVIO will assist in coordination but does not control the final decision.

4. Refund Timelines

As payments are made directly to the vendor:

  • Refunds are processed by the vendor, not CLUVIO
  • Typical refund timelines range from 5–10 business days, depending on the vendor’s bank and payment method
  • CLUVIO will track the request and keep you informed of the status

5. Damaged, Defective, or Incorrect Product Delivered

If you receive a damaged, defective, or incorrect product, you must notify CLUVIO within 24 hours of delivery.

Please share:

  • Photos of the product
  • Videos (if applicable)
  • Invoice copy

CLUVIO will immediately escalate the issue to the vendor. The vendor will issue a replacement or refund as per their return policy.

6. Non-Refundable Scenarios

Refunds may not be possible if:

  • The product has been installed and is found to be working
  • The product is damaged due to misuse
  • Warranty has been activated
  • The vendor’s return window has expired
  • The customer cancels after customized installation commitments

CLUVIO will support discussions, but the vendor makes the final decision.

7. Platform Facilitation Fee (PFF)

If applicable and collected by CLUVIO in future phases:

  • PFF is non-refundable once the deal is activated
  • PFF may be refundable only if the deal fails to activate

Customers pay vendors directly for products. PFF, where applicable, is settled between vendors and CLUVIO and does not impact customer refunds.

8. CLUVIO’s Role

CLUVIO is a community-buying facilitation platform operated by Digilake Private Limited and is not the seller of goods.

  • We do not handle product payments
  • We do not issue refunds directly
  • We mediate and support issue resolution with vendors
  • We ensure vendor compliance with transparent policies

9. Need Help?

If you face any issues with cancellations or refunds, please contact us:

📧 hello@digilake.io

Our support team will coordinate with the vendor on your behalf until the issue is resolved.