Cancellation and Refund Policy

This Cancellation and Refund Policy ("Policy") applies to all Consumer users of the Tooused platform for Give Back Bag (GBB) Pickups and SuperMall (Swap Store) orders. By scheduling a pickup or placing a SuperMall order, you agree to the terms set out in this Policy. This Policy must be read alongside the Tooused Terms of Service.

Last updated: May 2026

1. Definitions

  • Give Back Bag (GBB): The Tooused doorstep pickup service through which Consumers submit used clothes for collection by a Tooused logistics agent.
  • Booking Fee: The fee paid by the Consumer at the time of scheduling a GBB Pickup, processed via Payment Gateway.
  • Swap Credits: In-app reward credits awarded to a Consumer post warehouse QC, redeemable in the SuperMall for eligible FMCG products.
  • SuperMall: The in-app marketplace (also referred to as the Swap Store) where Consumers redeem Swap Credits for home essentials and daily use products.
  • Shipped: The stage at which the Consumer's Give Back Bag has been collected by the logistics agent and is in transit to a Tooused warehouse. The Consumer receives an in-app notification at this stage.

2. Give Back Bag — Cancellation and Booking Fee Refund

  • Once a GBB Pickup is scheduled and the Booking Fee is paid, the following refund structure applies based on when the cancellation is made:
      • Cancellation Window and Refund Schedule
    • Within 30 minutes of booking confirmation: the Consumer is eligible for a 100% refund of the Booking Fee to the original payment source.
    • After 30 minutes from booking confirmation, and before the bag is marked as Shipped: the Consumer is eligible for a 60% refund of the Booking Fee to the original payment source.
    • After the bag has been marked as Shipped or has been delivered to a Tooused warehouse: no refund of the Booking Fee will be issued.
      • How to Cancel
    • Cancellations can be initiated from the Tooused app by navigating to Profile, Help & Support, and raising a cancellation query. The cancellation option is available in the app until the bag is marked as Shipped. Once Shipped, cancellation is no longer possible.
      • Tooused-Initiated Cancellations
    • If Tooused cancels a scheduled pickup for any operational reason, the Consumer is eligible for a 100% refund of the Booking Fee, irrespective of the time elapsed since booking.
    • If the logistics agent does not arrive within the scheduled timeslot window, the Consumer is eligible for a 100% refund of the Booking Fee. A priority rescheduling option will also be offered. To claim this, the Consumer must raise a support ticket within 24 hours of the missed timeslot.
      • No-Show by Consumer
    • If the logistics agent arrives at the scheduled address during the booked timeslot and is unable to collect the bag due to Consumer unavailability, the pickup is treated as a no-show and the Booking Fee is not refunded. The Consumer may reschedule a new pickup by paying the Booking Fee again.
      • Refund Timeline
    • All eligible refunds will be processed to the original payment source within 5–7 business days via Payment Gateway.

3. Give Back Bag — Swap Credits

  • Swap Credits are not awarded at the time of booking. Credits are committed at booking and displayed as Pending in the Consumer's wallet during Stages 1–3 of the order. Pending credits are not redeemable.
  • Swap Credits are awarded to the Consumer's wallet only after the Give Back Bag has been received at a Tooused warehouse and the QC team has recorded the verified bag fill level. This occurs at Stage 4 of the order.
  • Credits are awarded based on the verified fill level as follows: Full Bag — 400 Swap Credits; Half Bag — 200 Swap Credits; Less than Half — 100 Swap Credits.
  • The Consumer will receive an in-app push notification at the time of credit award stating the total credits added to their wallet.
      • Disputing a QC Assessment
    • If the Consumer believes the bag fill level was assessed incorrectly, they may raise a support ticket within 7 days of receiving the credit notification. The support team will review the QC record for the relevant order. If an error is confirmed, the bag fill actual will be updated and the corrected credit amount will be issued. A new notification will be sent to the Consumer reflecting the corrected credit balance.
      • Swap Credit Terms
    • Swap Credits have no expiry date.
    • Swap Credits are non-transferable between accounts.
    • Swap Credits carry no cash value and cannot be withdrawn, encashed, or converted to money under any circumstances.
    • Swap Credits can only be redeemed inside the Tooused SuperMall against eligible products.
      • Cancelled Orders — Credit Position
    • If a Consumer cancels a scheduled GBB Pickup before the logistics agent collects the bag, no Swap Credits are awarded. No wallet entry is created for the cancelled order and the Pending credit display resets to zero.

4. SuperMall — Order Cancellation

  • SuperMall orders can be cancelled only before the order has been dispatched for delivery. To cancel, the Consumer must navigate to My Orders in the app, select the SuperMall order, and tap Cancel Order.
      • Pre-Dispatch Cancellation
    • If the order is cancelled before dispatch, Swap Credits used for the order are returned to the Consumer's wallet immediately.
    • If any cash amount was paid for the order, it will be refunded to the original payment source within 5–7 business days.
      • Post-Dispatch
    • Once an order has been dispatched, cancellation is not possible. The Consumer must accept delivery and raise a return or replacement request if there is an issue with the product.

5. SuperMall — Returns and Replacements

  • Tooused accepts return or replacement requests for SuperMall orders in the following situations only:
    • Wrong product delivered.
    • Damaged or defective product on delivery.
    • Product missing from the order.
    • Product delivered past its expiry date.
    How to Raise a Return Request
  • The Consumer must navigate to My Orders in the app, tap the relevant SuperMall order, and tap Report an Issue. A photograph of the product clearly showing the issue must be submitted. Return requests must be raised within 48 hours of the marked delivery time. Requests raised after 48 hours will not be entertained.
    • Ineligible Returns
  • Returns are not accepted for the following: change of mind after delivery; products that have been opened and partially used, unless the defect is visible after first use; non-delivery due to an incorrect address provided by the Consumer at checkout; and products purchased outside the Tooused SuperMall.
    • Refund on Approved Returns
  • On approval of a return or replacement request, Swap Credits used for the order will be returned to the Consumer's wallet within 24 hours of approval.
  • Any cash amount paid for the order will be refunded to the original payment source within 5–7 business days of approval.
  • Refunded Swap Credits carry no new expiry and can be redeemed against any eligible SuperMall product.
    • Non-Delivery
  • If an order is marked as delivered but has not been received by the Consumer, a support ticket must be raised within 48 hours of the marked delivery time. Tooused will investigate with the logistics partner. If non-delivery is confirmed, all Swap Credits and any cash paid for the order will be fully refunded.

6. Changes to This Policy

  • Tooused reserves the right to update or change this Policy at any time. Changes will be posted on this page with an updated effective date. Your continued use of the platform after any modifications constitutes your acknowledgment of and consent to the modified Policy. The version of this Policy in effect at the time of your booking or order governs that transaction.

7. Governing Law

  • This Policy is governed by and construed in accordance with the laws of India. Any disputes arising under this Policy are subject to the jurisdiction of courts in New Delhi.

8. Contact Information

  • For any queries or clarifications regarding this Policy, please contact us at support@tooused.com

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