This Refund Policy applies to purchases made at OranGo vending machines operated by INNOVERTEX LLP.
Given the nature of our product — freshly dispensed orange juice dispensed on the spot at the point of sale — our refund policy is structured around specific machine-related issues rather than traditional order cancellations or product returns.
1. When You Are Eligible for a Refund
You are entitled to a full refund in the following situations:
A. No Dispense After Successful Payment
If your payment is successfully made but the machine does not dispense juice, you are entitled to a full refund. This is an issue we accommodate and take seriously.
B. Partial Dispense
If the machine dispenses significantly less product than what you paid for due to a machine fault, you may request a refund.
C. Duplicate or Double Charge
If your bank account is charged more than once for a single transaction due to a technical error on our end, you are entitled to a refund for the duplicate amount.
D. Product Quality Issue
If your bank account is charged more than once for a single transaction due to a technical error on our end, you are entitled to a refund for the duplicate amount.
2. When You Are Not Eligible for a Refund
Refunds will not be issued in the following circumstances:
- You disliked the taste or flavour — taste is subjective
- The juice was consumed before a quality complaint was raised (without a valid machine-related reason)
- The transaction failed before any amount was debited from your account
- The issue was caused by your UPI application, bank, or internet connectivity
3. How to Request a Refund
To raise a refund request, please contact us within 48 hours of the transaction at support@orango.co.in with the following details:
- Your name and contact number
- UPI Transaction ID / UTR Number (available in your UPI application under transaction history)
- Machine ID (displayed on the vending machine)
- Date and time of the transaction
- A brief description of the issue
- A photograph, if applicable (required for quality complaints)
We will acknowledge your request within 1–2 business days.
4. Refund Processing Timeline
Once your refund request is reviewed and approved by our team, the refund will be processed within 5–8 business days to the original UPI payment source. Depending on your bank, it may take an additional 1–2 business days to reflect in your account.
Refunds are processed only to the original payment method used for the transaction. We are unable to process refunds to a different UPI ID or bank account.
5. Updates to This Policy
We reserve the right to update this Refund Policy at any time. The most current version will always be available on our website.
