Cancellation & Refund Policy

Last Updated: 8 April - 2025

At Vault (S&A Associates), we are committed to providing a secure and trustworthy environment for buyers and sellers. This Cancellation & Refund Policy outlines the circumstances under which users may request cancellations or refunds.

1. Escrow-Backed Transactions

• All payments made on Vault are held securely in escrow (via RazorpayX) until the buyer confirms receipt of the product or service as agreed.
• Funds are released to the seller only after buyer confirmation or expiration of the escrow protection window.
• This ensures protection for both parties and minimizes the need for cancellations.

2. Cancellations

Buyers

• Buyers may request cancellation before the product is marked as shipped.
• After shipment, cancellations are only accepted if:
  • The item is undelivered beyond the agreed timeline
  • The item is significantly different from the listing

Sellers

• Sellers can cancel a transaction only before accepting an offer or confirming shipment.
• Repeated cancellations without cause may lead to account restrictions.

3. Refund Policy

We offer a 100% refund in the following cases:

• Confirmed fraud or misrepresentation by the seller
• Non-delivery of goods or services after payment
• Item significantly not as described in the listing

Refunds are processed after dispute review by our internal team, supported by our AI-based dispute system.

Note: All refunds are issued to the original payment method and may take 5–7 business days to reflect depending on your bank or payment provider.

4. Dispute Resolution Process

1. Report the issue through the transaction dashboard
2. Vault’s AI assistant will review chat logs and listing terms
3. A human moderator will make the final decision
4. You will be notified of the outcome via in-app alert and email

5. Exceptions

• Buyer changes mind after successful delivery
• Minor deviations in product not affecting functionality
• Disputes filed after the escrow protection window has expired

6. Contact

For any questions or concerns, contact our support team at: support@vault.org.in