This Refund Policy summarises the refund-related provisions of the Ola Maps Wallet Closed Wallet Usage Policy (“Policy”) issued by Krutrim SI Designs Private Limited (“Krutrim”, “We”, “Us” or “Our”). The Wallet is a closed system prepaid instrument issued solely to enable You to pay for Krutrim Services, including Ola Maps and Ola Maps APIs. It cannot be used as a general-purpose payment instrument, and cannot be used to pay any merchant, seller or service provider other than Us.
1. GENERAL REFUND PRINCIPLES
- No cash refunds. Consistent with the closed system nature of the Wallet, We do not refund the Wallet Balance in cash.
- Top-Ups are final. Voluntary refunds or reversals of validly completed Top-Up amounts are not permitted.
- Erroneous debits are investigated. If You believe an amount has been erroneously or incorrectly debited from Your Wallet due to a technical failure or manifest billing error, We will investigate and, where the request is valid, credit the disputed amount back to Your Wallet.
- Wallet Balance returns. Where You are entitled to receive back any unutilised Wallet Balance (including on closure or on expiry), We will transfer it to the original source of payment (“Wallet-to-Source Transfer”) or, where that is not possible, to a bank account held in Your name, after completing any verification We may reasonably require.
2. WHAT IS ELIGIBLE
A refund or credit may be issued only where an amount has been erroneously or incorrectly debited due to a technical failure or a manifest billing error, and the request is found valid upon investigation. Failed Transactions may also be treated as grounds for a refund, and for the avoidance of doubt a failed Transaction is included within the scope of refundable events under the Policy.
3. WHAT IS NOT REFUNDABLE
- Wallet closure: You may request closure of Your Wallet at any time by writing to Us at the address below. On closure, any remaining unutilised Wallet Balance (Credits) will be forfeited and will not be refunded.
- Wallet expiry: Upon expiry of the Wallet without reactivation, any remaining Wallet Balance (Credits) will be forfeited and will not be refunded to You. The Wallet has a minimum validity of one (1) year from the date of the last Transaction; if no Transaction occurs for a continuous period of one (1) year, We may classify the Wallet as inactive and will notify You at least forty-five (45) days before such inactivation, during which You may use or withdraw the Wallet Balance in accordance with the Policy.
- Voluntary Top-Ups: Voluntary refunds or reversals of validly completed Top-Up amounts are not permitted.
- Consumed Services: Amounts corresponding to Krutrim Services already consumed remain payable and are not refundable.
4. HOW TO REQUEST A REFUND
If You believe an amount has been erroneously or incorrectly debited from Your Wallet, write to Us with Your registered account details, the transaction reference, and a description of the issue:
- Level 1 – Customer Support: support@olakrutrim.com. We will acknowledge Your query within 48 hours and endeavour to resolve it within a reasonable timeframe depending on the nature and complexity of the issue, but no later than 30 (thirty) days from the date of receipt, or such other maximum period as prescribed by Applicable Law.
- Level 2 – Grievance Officer: If unresolved, escalate to Our Grievance Officer at grievance.officer@olakrutrim.com, Krutrim SI Designs Private Limited, Wing C, Prestige RMZ Star Tech, Industrial Layout, Hosur Road, Koramangala, Bengaluru, Karnataka – 560095, India. We will endeavour to resolve Your grievance within 15 business days, or such other timeline as may be prescribed under Applicable Law.
- Level 3 – Consumer forums: If You remain dissatisfied, You may approach the consumer disputes redressal forum having jurisdiction under the Consumer Protection Law, or, for Personal Data grievances, the Data Protection Board of India, without prejudice to Your right to seek other remedies available in law.
5. WHEN A WALLET-TO-SOURCE TRANSFER MAY BE DECLINED
We may decline to process a Wallet-to-Source Transfer where the request appears fraudulent, where the underlying payment instrument used for the original Top-Up is no longer valid, or where required verification is not completed. In such cases, We will inform You of the reason and the alternative available to You.
6. UNAUTHORISED TRANSACTIONS
If You notice or suspect any unauthorised Transaction or unauthorised access to Your Wallet, You must notify Us immediately at the contact details above, and We will act to block further access on a best-efforts basis. We are not liable for any unauthorised Transaction that occurs before You notify Us, or during the reasonable time We take to act on Your notification.
This page is a summary for convenience. In case of any conflict, the
full Closed Wallet Usage Policy PDF prevails.