Cancellation & Refund Policy - Sitaara

This policy is divided into two distinct sections to clearly address the rules for our current digital services and future physical products.

1. Digital Services (Subscriptions & Content)

This section applies to all purchases of digital content, access, masterclasses, and subscription plans (e.g., Sitaara Club membership) sold directly by Sitaara on the App or website.

Subscription Cancellation

Users can cancel their subscription renewal at any time. Cancellation stops the next billing cycle. Access to paid content continues until the end of the current billing period.

Refund Eligibility

Refund eligibility for subscriptions is determined by the specific subscription plan and platform policy (e.g., Apple App Store/Google Play Store). Generally, refunds are only processed if a request is made shortly after the first purchase, or if there is a technical defect preventing access to the service. Due to the immediate access to digital content, we do not offer refunds for partial usage periods (e.g., mid-month cancellations).

Defective Digital Product

A full refund or credit will be offered if a purchased Masterclass or video is technically defective and cannot be accessed, and the issue cannot be resolved by our support team. The issue must be reported within 7 days of purchase.

2. Physical Products (E-commerce & Marketplace)

This section applies to all physical goods sold by Mareo Steps Pvt Ltd (Sitaara D2C) or third-party vendors (Sitaara Marketplace), whether sold on our platform or external e-commerce/quick-commerce platforms.

  • Policy Scope: This policy will govern all returns and refunds for physical goods once the e-commerce store and marketplace are operational.

  • Cancellation Prior to Dispatch: Orders for physical products can be cancelled partially or fully prior to shipment. Refunds will be processed within 7-10 business days via the original payment method.

  • Refunds for Delivered Products: Refunds are applicable only for the following reasons:

    • The product is defective, damaged, or not as described (mismatch in product/size/color).

    • The product is expired or a safety seal is broken.

  • Return Window: Refund/Return requests must be made within 7 days of delivery. The product must be unused, in its original packaging, with tags and accessories intact.

  • Marketplace Specifics: For products purchased from third-party vendors on the Sitaara Marketplace, the vendor's specific return and refund terms may apply, subject to the overall framework of this policy and Indian e-commerce rules. Sitaara will facilitate the return process.

3. Processing Refunds (Applicable to All)

  • Processing Time: Refunds will be processed within 7-10 business days of acceptance of the cancellation request (for services) or successful completion of the quality check of the returned physical product.

  • Method: The refund will be issued via the original payment method.

  • Right to Refuse: We reserve the right to refuse a refund or return if the product is found to be damaged by the customer or violates the return conditions.