Refund, Return, Replacement & Cancellation Policy

• Perishable Products. Fresh milk and other daily fresh dairy delivered on subscription in serviceable areas, currently the Lucknow launch cluster.
• Packaged Products. Shelf stable items such as Bilona cow ghee, sold on pyaasdairy.com and shipped across India.
• PYAAS Wallet. The prepaid balance you add in the app to pay for subscription deliveries.
• Delivery Day. The calendar day a subscription order is scheduled for doorstep delivery.
• Cut-off Time. The daily deadline, set out in section 5, before which changes affect the next Delivery Day.

Two principles guide everything below.

• Freshness and food safety. For hygiene and safety reasons we cannot take back or resell perishable or edible items once they have been delivered or opened, so genuine issues are resolved by replacement or refund, never by asking you to return used food.
• Report and resolve. Tell us promptly and we will make it right. The sooner you report, the faster and more fully we can help.

3.1 Not delivered or missed. If a scheduled delivery does not arrive, report it by 11:00 a.m. on the Delivery Day. Your choice: we credit that day’s charge to your PYAAS Wallet, or we deliver a replacement. You are never charged for a day we did not deliver.

3.2 Quality problem, such as spoilt, curdled, leaking or off milk. Please do not consume it. Report by 11:00 a.m. on the Delivery Day with your flat or tower and, if possible, a photo and the pack or batch code. We will replace it on your next delivery or credit your PYAAS Wallet.

3.3 Wrong product or quantity. Report the same day. We correct it on the next delivery or credit the difference to your Wallet.

3.4 Change of mind for a given day. Use pause or skip before the Cut-off Time, set out in section 5. Once milk has been dispatched or delivered it cannot be taken back for hygiene reasons and is not refundable for a change of mind.

3.5 How we resolve. By default we credit your PYAAS Wallet instantly, or send a replacement on the next delivery. On request, paid Wallet balance can be refunded to your original payment method, as set out in sections 7 and 8.

4.1 Damaged or leaking in transit. Report within 72 hours of delivery with photos of the item and the outer packaging. We arrange a free replacement or a full refund.

4.2 Wrong, defective or quality deficient item. Report within 72 hours with the batch code and a photo. We provide a replacement or a refund.

4.3 Opened or used items, and change of mind. For food safety reasons we cannot accept back edible items that have been opened or used, except where there is a genuine quality defect, which is covered by section 4.2. A sealed, unopened item in original condition may be returned within 7 days of delivery for a refund. Return shipping is borne by the customer unless the item was wrong, damaged or defective.

4.4 Refund method and timeline. Refunds are made to your original payment method through Razorpay within 5 to 7 business days of approval, or instantly to your PYAAS Wallet if you prefer.

You control your subscription in the app: change quantity, skip a day, pause, resume or cancel.

• Before the Cut-off Time. Changes or cancellations apply to the next delivery, free of charge. There is no cancellation fee.
• After the Cut-off Time. That day’s order is locked for dispatch and cannot be changed. If something is wrong on delivery, use section 3.
• Packaged orders. A packaged or ghee order can be cancelled before dispatch for a full refund. Once shipped, section 4 applies.

Cancel your subscription at any time in the app or by contacting support. There is no cancellation fee and no lock-in.

On cancellation, future deliveries stop. Any unused paid Wallet balance is refundable to your original payment source on request, as set out in section 7.

• What it is. The PYAAS Wallet holds prepaid money you add to pay for subscription deliveries.
• Paid balance is yours. Money you loaded can be refunded to your original payment method on request, or when you close your account, subject to identity verification and settlement of any amount due.
• Promotional value is not money. Promotional credits, referral rewards, cashback and free trial value are non-transferable, non-refundable, and may carry expiry or usage conditions.
• Refunds we owe you. These are credited to the PYAAS Wallet by default because it is fastest. You may instead ask for a refund to source.

• To your PYAAS Wallet. Usually instant.
• To your original payment method. UPI, card or net banking through Razorpay, within 5 to 7 business days of approval. The actual credit time depends on your bank.

We refund using the same method you paid with, unless we agree otherwise with you.

• What it unlocks. The one-time ₹99 Founding Family fee unlocks founder pricing and early access. Delivery is free for every customer, so it is not part of the membership.
• Before milk launches. If milk has not yet launched in your selected city, you may request a refund of the ₹99 within 7 days of joining.
• Once benefits are used. If a discounted order has been placed against the membership, the fee is non-refundable.

• Change of mind on perishable or edible items after delivery, or on opened packaged food.
• Reports made after the applicable window in section 3 or section 4.
• Damage caused after delivery, for example milk left unrefrigerated, or ghee contaminated by a wet or used spoon.
• Promotional credits, cashback and referral rewards.
• Requests we cannot reasonably verify, for example a missing order, flat or batch detail.

We follow the Consumer Protection (E-Commerce) Rules, 2020. Please contact support first, as we resolve most issues quickly.

We acknowledge complaints within 48 hours and aim to resolve them within 15 days, and in any case no later than one month from receipt.

We may update this policy from time to time. The current version published on pyaasdairy.com governs. Material changes will be notified in the app or by email where appropriate.