(Effective Date: 1/3/2026)
This Cancellation & Refund Policy ("Policy") forms part of the Terms of Use of the Kitrex mobile application ("Platform"), operated by Kitrex ("Company", "we", "us", or "our"). By booking rental equipment through the Platform, Users and Rental Partners agree to be bound by this Policy.
1.1 User / Hunter - Any individual or entity booking rental equipment through the Platform.
1.2 Rental Partner / Shop / Keeper - Equipment rental service provider listed on the Platform.
1.3 Booking - A confirmed reservation of equipment through the Platform.
1.4 Pickup Time - The scheduled time selected by the User for collecting equipment.
1.5 Platform Fee - Service or convenience fee charged by Kitrex.
2.1 Booking Placement and Confirmation
2.1.1 A Booking shall be deemed placed only upon successful completion of the required payment (either full payment or the applicable advance deposit, as specified by the Rental Partner).
2.1.2 A Booking shall be deemed confirmed only after the Keeper (Rental Partner) accepts the Booking request through the Platform.
2.1.3 The cancellation period shall commence only from the time the Booking is confirmed by the Keeper through the Platform.
3.1.1 Cancellation 48 Hours or More Before Pickup Time
- Hunter shall be eligible for a 100% refund of the rental amount.
- Platform fees are non-refundable.
- Refunds shall be processed within 5-7 business days.
3.1.2 Cancellation Between 24 to 48 Hours Before Pickup Time
- 5% of the total rental amount shall be deducted and transferred to the Keeper as a blocking compensation fee.
- Remaining amount shall be refunded to the Hunter.
- Platform fees are non-refundable.
3.1.3 Cancellation Less Than 24 Hours Before Pickup Time
- 10% of the total rental amount shall be deducted and transferred to the Keeper as a late cancellation compensation fee.
- Remaining amount shall be refunded to the Hunter.
- Platform fees are non-refundable.
3.1.4 Cancellation During the Rental Period
If the Hunter cancels the Booking after the rental period has commenced:
- 10% of the total rental amount shall be deducted and transferred to the Keeper as a cancellation charge.
- The remaining amount shall be refunded to the Hunter (if applicable).
- Platform fees are non-refundable.
For example: If the rental period is scheduled from February 1, 7:00 AM to February 2, 7:00 AM, and the Hunter cancels at any time between February 1, 7:00 AM and February 2, 7:00 AM, such cancellation shall be treated as a cancellation during the rental period and the above 10% deduction shall apply.
Failure of the Hunter to collect the equipment within the booked rental window shall be treated as a No-Show.
Example: If a booking is scheduled from February 1, 7:00 AM to February 2, 7:00 AM, and the Hunter fails to collect before the rental end time, the booking shall be deemed expired and treated as a No-Show.
In such cases:
- 20% of the total rental amount shall be deducted as a No-Show charge.
- The remaining amount (if applicable) shall be refunded.
- Platform fees are non-refundable.
3.3.1 Once a Booking has been accepted by the Keeper through the Platform, the Keeper shall not have the option to cancel directly through the App.
3.3.2 If a Keeper wishes to cancel after acceptance, the Keeper must send a written request to [email protected], provide a valid reason, and submit supporting proof if applicable.
3.3.3 Kitrex reserves the right to review such requests and take appropriate action.
If the Hunter cancels or refuses to accept the equipment at the scheduled pickup time:
- 10% of the total rental amount shall be deducted as a last-minute cancellation charge.
- The remaining amount (if applicable) shall be refunded.
- Platform fees are non-refundable.
If the Hunter refuses to accept the equipment at pickup due to alleged damage, equipment not matching listing, non-functional equipment, or Keeper unavailability, the Hunter must send an email to [email protected] providing clear proof (photos, videos, timestamps, etc.).
4.3.1 Kitrex shall verify the matter by reviewing evidence.
4.3.2 Based on internal review, Kitrex may approve a full refund (100%), partial refund, or reject the request.
4.3.3 A full refund is not guaranteed and is subject to verification.
4.3.4 Refund processing in such dispute cases may take several business days depending on complexity.
5.1 If a Keeper/Shop cancels a confirmed Booking:
- User shall receive a 100% refund.
- Platform may provide promotional credit to User at its discretion.
- Rental Partner's reliability rating may be affected.
5.2 Repeated cancellations may result in temporary suspension or removal.
6.1 No Refund After OTP Confirmation
Once the Hunter shares the One-Time Password (OTP) and the Keeper successfully enters the OTP in the Platform, the Booking shall be deemed officially confirmed and the equipment shall be considered delivered. After successful OTP verification:
- No refund shall be issued for early return of the equipment.
- Partial usage of the rental period shall not entitle the Hunter to any refund.
- The rental amount shall be treated as fully earned for the booked duration.
7.1 No Platform-Controlled Security Deposit
Kitrex does not mandate, collect, hold, or manage any security deposit. If a Keeper chooses to collect a security deposit, it is a private agreement between Keeper and Hunter. Kitrex is not responsible for handling or disputing these deposits.
7.2 DigiLocker-Based Identity Verification
Kitrex integrates with the Government of India's DigiLocker system for identity verification. Verified details (Name, Photo, DOB, Gender) may be shared with the relevant Keeper for booking security.
7.3 Driving License Verification
If verified using a Driving License via DigiLocker, the DL copy and details may be shared with the Keeper. The Keeper agrees to use such information strictly for rental verification and security.
7.4 Platform Liability Limitation
Kitrex acts solely as an intermediary and is not liable for misuse of privately collected deposits, off-platform disputes, or identity misuse outside its control.
8.1 Kitrex operates solely as an intermediary connecting Hunters and Keepers. We do not own, control, possess, or guarantee equipment.
8.2 No Liability for Theft, Loss or Criminal Acts: Kitrex shall not be financially liable or responsible for replacement cost, compensation for loss, or any indirect losses in the event of theft, damage, fraud, or criminal acts by either party.
8.3 Theft Complaint & Assistance: If equipment is allegedly stolen, the Keeper must file a police complaint. Kitrex may assist lawful authorities by providing available records (in accordance with Indian laws).
8.4 Risk Acknowledgment by Keeper: Listing equipment carries inherent risks. Keepers are encouraged to independently collect original ID documents at handover at their discretion. Kitrex is not responsible for managing these independent documents.
8.5 No Insurance or Guarantee: Kitrex does not provide theft insurance, damage insurance, or financial protection against default. Users should arrange independent insurance if required.
8.6 Limitation of Liability: To the maximum extent permitted by law, Kitrex shall not be liable for direct, indirect, punitive, or consequential damages arising out of user misconduct, theft, fraud, disputes, or criminal acts. Total liability shall not exceed the platform service fee earned from the disputed booking.
8.7 Indemnification: Users agree to indemnify and hold harmless Kitrex from claims, proceedings, or damages relating to theft, violation of terms, criminal acts, or disputes between Hunters and Keepers.
8.8 Governing Law & Jurisdiction: These Terms shall be governed by the laws of India. Disputes are subject to the exclusive jurisdiction of the competent courts located in India.
9.1 In events beyond reasonable control (natural disasters, government restrictions, verified medical emergencies), the Platform may allow cancellation with full refund (excluding non-refundable Platform fees).
9.2 Supporting documentation may be required.
10.1 Refunds shall be processed to the original mode of payment.
10.2 Processing timelines may vary depending on banks or payment gateways.
11.1 Any disputes relating to cancellation or refunds must be raised through in-app support within 24 hours of the issue.
11.2 The Company reserves the right to make the final determination after reviewing available evidence.
Kitrex reserves the right to modify this Policy at any time. Continued use of the Platform after updates constitutes acceptance of the revised Policy.