Refund and cancellation policy

• Before pickup: cancel at any time, free. If you have paid anything, we refund all of it.
• After pickup: tell us as soon as you can. We bring back every garment we have not yet ironed, unironed. You pay only for garments we had already ironed, and no pickup-and-return fee.
• If we cancel, at any stage, you pay nothing and we refund anything you have paid. If we have already collected your clothes, we bring them back at no charge.

We never charge a cancellation fee.

To cancel, use the link in your booking message, reply to it, or contact us through the contact page.

Our return promise is in our terms: within 90 minutes of pickup for up to 12 garments, or the time we gave you before pickup for a bigger order.

If we are late, that order is free. If you have paid, we refund the whole order: garments and the ₹29 pickup-and-return fee. If you have not paid yet, you do not have to.

This does not apply when the delay comes from something outside anyone’s control, such as floods, sudden road closures, strikes or police restrictions (never ordinary traffic), or when the delay is on your side: no one at home for the return, a wrong address, or you asking us to come later. Even then, we tell you as soon as we know, along with the new time.

If a garment is not properly pressed, tell us within 48 hours of getting it back. We will re-iron it free, or refund what you paid for that garment. You choose. The 48 hours helps us check while it is fresh; it does not take away your legal rights.

If our ironing or handling damages a garment, we pay you for it:

• The ironing charge for that garment, and
• Its value, based on what you paid for it and how old it is:

A bill or order screenshot helps. If you do not have one, we agree a fair price with you based on similar garments.

We are not responsible for damage that was there before pickup (we tell you about any damage we see when we count your clothes, before we iron), or for normal wear.

We count your clothes at our hub and send you the count before we iron. If the count is short of what you gave us, tell us straight away; we do not start ironing until you confirm it.

If a garment goes missing while it is with us, we refund its ironing charge and pay for it on the same scale as a damaged item. If we find it later, you can keep the payment, or return it and take the garment back.

Contact us through the contact page. Please include:

• Your order number
• For damage, photos of the garment and its Tuxy tag
• For a missing item, what it is (type, colour, brand)

Please tell us about damage or a missing item within 48 hours of your clothes coming back, so we can check while it is fresh. This does not take away your legal rights.

We acknowledge your issue within 48 hours with a complaint number, and tell you our decision within 7 days. If you are unhappy with it, you can write to our grievance officer (see our terms).

We start every refund within 2 working days of what triggers it: your cancellation, a late return, our cancellation, or our decision on your claim.

• Paid online (UPI, card, netbanking through Razorpay): we refund to the same account or card. Banks usually credit it within 5 to 7 working days after we start it.
• Money left your account but the payment failed: your bank must return it automatically. For UPI, RBI rules give banks 5 days and make them pay compensation if they are late. Tell us and we will help chase it.

We only refund to the person who paid. We give credit instead of money only if you ask for it.

When we change this policy, we post the new version here with a new date. An order is always covered by the version that was live when you booked it.