Refund Policy – Thuto

Last updated: May 19, 2025

At Thuto, customer satisfaction is our top priority. We aim to ensure that your experience with our platform is smooth, fair, and transparent. This Refund Policy explains how refunds are handled for food orders, groceries, parcels, and other services provided through the Thuto app and website.

1. Eligibility for Refunds

Refunds may be issued under the following circumstances:

• Order not delivered: If your order was not delivered and you were charged.

• Wrong item received: If you received an incorrect or missing item that was not resolved by the vendor or rider.

• Order cancelled: If your order was cancelled by the vendor or Thuto due to unavailability or technical issues.

• Failed payment but charged: If your payment went through but the order failed.

2. Non-Refundable Situations

We do not issue refunds for:

• Customer cancellation after the order has been accepted or dispatched.

• Dissatisfaction with taste or quality unless the vendor agrees and provides evidence of issue.

• Late delivery caused by weather, traffic, or other external factors beyond our control.

• Incorrect address or contact information provided by the user.

3. How to Request a Refund

If you believe you’re eligible for a refund:

1. Open the Thuto app or visit our website.

2. Go to your Order History.

3. Select the relevant order and tap "Request Support".

4. Choose the issue and submit a refund request with clear details.

Alternatively, you can contact our support team directly at [email protected] within 24 hours of the issue.

4. Refund Process

• Refunds are reviewed within 2–5 working days.

• If approved, the refund will be processed using your original payment method (Visa, PayPal, etc.) or issued as Thuto credit if requested.

• Refunds via banks or credit cards may take 3–7 working days to reflect.

5. Cash on Delivery (COD)

If you paid by Cash on Delivery and are eligible for a refund:

• You may receive Thuto wallet credit or a bank transfer based on the situation.

• Our support team will guide you through the process.

6. Vendor and Rider Responsibilities

• Vendors are responsible for the quality and accuracy of the items delivered.

• Riders are responsible for safe and timely delivery.

• In case of disputes, Thuto will mediate fairly and transparently.

7. Contact Us

For all refund-related concerns:

📧 Email: [email protected]
📞 Phone: +94 XX XXX XXXX
🌐 Website: www.thuto.lk