Any Capitalized terms used but not defined herein shall have the meaning assigned to them under the Terms of Use which govern your use of our website www.Hook Catch Seafood Private Limited.com (the “Website”) and our ‘Hook Catch Seafood Private Limited’ application for mobile and handheld devices (the “App”). The Website and the App are jointly referred to as the “Platform”.
As a general rule Buyer shall not be entitled to cancel Order once placed. Buyer may choose to cancel Order only within one-minute of the Order being placed. However, subject to Buyer’s previous cancellation history, Hook Catch Seafood Private Limited reserves the right to deny any refund to Buyer pursuant to a cancellation initiated by Buyer even if the same is within one-minute followed by suspension of account, as may be necessary in the sole discretion of Hook Catch Seafood Private Limited.
If Buyer cancels his/her Order after one minute of placing it, Hook Catch Seafood Private Limited shall have a right to collect a penalty of 100% of the Order amount for breach of contract terms as a compensation for the damages suffered by Hook Catch Seafood Private Limited, with a right to either not to refund the Order value in case Buyer’s Order is prepaid or recover from the Buyer’s subsequent Order in case his/her Order is postpaid, to compensate the Merchants and PDPs.
Hook Catch Seafood Private Limited reserves the right to collect a penalty for the Orders constrained to be cancelled by Hook Catch Seafood Private Limited for reasons not attributable to Hook Catch Seafood Private Limited, including but not limited to:
In the event if the address provided by Buyer is either wrong or falls outside the delivery zone;
Failure to contact Buyer by phone or email at the time of delivering the Order booking;
Failure to deliver Buyer Order due to lack of information, direction or authorization from Buyer at the time of delivery; or
Unavailability of all the items ordered by Buyer at the time of booking the Order; or
Unavailability of all the items ordered by Buyer at the time of booking the Order. However, in the unlikely event of an item in an Order being unavailable, Hook Catch Seafood Private Limited will contact the Buyer on the phone number provided to us at the time of placing the Order and inform Buyer of such unavailability. In such an event Buyer will be entitled to cancel the entire Order and shall be entitled to a refund to an amount upto 100% of the Order value.
In case of cancellations for the reasons attributable to Hook Catch Seafood Private Limited or the Merchant or PDP, Hook Catch Seafood Private Limited shall not collect any penalty from the Buyer.
Buyer may be entitled to a refund for prepaid Orders. Hook Catch Seafood Private Limited retains the right to retain the penalty payable by the Buyer in Section I(2) from the amount refundable to him/her. The Buyer shall also be entitled to a refund of proportionate value in the event packaging of an item in an Order or the complete Order, is either tampered or damaged and the Buyer refuses to accept at the time of delivery for the said reason;
Buyer may be entitled to a refund upto 100% of the Order value if PDP fails to deliver the Order due to a cause attributable to either PDP or Hook Catch Seafood Private Limited, however such refunds will be assessed on a case to case basis by Hook Catch Seafood Private Limited.
Our decision on refunds shall be final and binding.
All refund amounts shall be credited to Buyer’s account as may be stipulated as per the payment mechanism of Buyer’s choice, the estimated timelines are detailed as below, in case Buyer don't choose to credit it to Buyer’s wallet with his/her Hook Catch Seafood Private Limited Account;
| Process | Payment Method | Refund Source | TAT |
|---|---|---|---|
| Order Edit/Cancellation/Compensation/Payment Failure | Net Banking | Source | 5-7 Business Days |
| Debit/Credit Cards | Source | 5-7 Business Days | |
| UPI | Source | 2 Hours | |
| Amazon Pay (Wallet) | Source | 5-7 Business Days | |
| Amazon Pay (CC/DC/NB) | Source | 5-7 Business Days | |
| Phone Pe (CC/DC/NB) | Source | 5-7 Business Days | |
| Phone Pe (Wallet) | Source | 5-7 Business Days | |
| Wallets-Paytm/Mobikwik/Freecharge | Source | 2 Hours | |
| Lazy Pay | Source | 2 Hours | |
| Sodexo | Source | 5-7 Business Days |
In case of payment at the time of delivery, Buyer will not be required to pay for:
Orders where packaging is either tampered or damaged at the time of delivery;
Wrong Order being delivered; or
Items missing from Buyer’s Order at the time of delivery.
Provided the same is communicated to Hook Catch Seafood Private Limited Customer Care through the Platform before the Order is marked delivered.
The Buyer may be entitled to refund due to the aforesaid reasons upto 100% of the Order value depending upon the nature of issue. Hook Catch Seafood Private Limited reserves the right to consider the cancellation and refund request and determine if such cancellation and refund request satisfy any of the aforesaid conditions, in which case Hook Catch Seafood Private Limited shall process the cancellation request and refund to Buyer.
Important Note 1: The Buyer shall verify his/her Order and the products before providing OTP to the PDP and any issue with respect to the product or Buyer’s Order shall be notified immediately, and cancellation request shall be placed before providing OTP to the PDP. Once OTP is provided to the PDP, it shall be deemed that the Buyer has accepted delivery of his/her Order and once he/she has accepted delivery, the Buyer cannot cancel the Order and/or claim refund.
Important Note 2: In case of the complaint of any spurious product, the liability shall solely lie with the Merchant selling the product. Hook Catch Seafood Private Limited is merely facilitating the transactions between the Merchant and the Buyer and therefore, Hook Catch Seafood Private Limited shall assume no liability with respect to the products sold by the Merchant. Hook Catch Seafood Private Limited strictly discourages dealing of any spurious product on its Platform and shall reserve the right to report such incidents to the concerned authorities for appropriate legal actions.