Refund & Cancellation Policy

Lyra Enterprises sells single-serve hot beverages dispensed by connected vending machines. Because each drink is brewed immediately on payment, our refund rules are simple and tailored to what can actually go wrong.

1. Cancellation

Once payment has been confirmed by Razorpay, the Machine starts brewing within a few seconds. Orders cannot be cancelledafter payment confirmation. You can stop an order at any moment before tapping Pay in the checkout dialog.

2. When you are entitled to a full refund

You are entitled to a 100% refund if any of the following happens:

• Payment is debited from your account but the order does not appear on our system within 10 minutes (e.g. network failure between Razorpay and our server).
• The Machine accepts the order but fails to dispense the drink (out of milk, water, motor fault, power loss, etc.).
• The Machine dispenses the wrong drink (e.g. coffee instead of tea) due to a software fault.

3. When refunds are not given

• A drink that has been dispensed correctly cannot be returned for a refund — it is a perishable, single-serve food item.
• Subjective preferences (taste, sweetness, strength) are not eligible for a refund. You can choose light, medium or strong at the order screen before paying.
• Damage caused by the customer (e.g. spilling the cup, removing it early) is not eligible for a refund.

4. How to claim a refund

1. Email sales@lyraenterprise.co.in within 7 days of the failed order.
2. Include the Razorpay payment reference (visible in your bank or UPI app), the machine location and the approximate time of the order.
3. We will verify the transaction against our server logs and the machine’s dispense record.

5. Refund processing time

Once approved, refunds are initiated through Razorpay to the original payment method:

• UPI / wallet — typically within 1–3 working days.
• Credit / debit card — typically within 5–7 working days.
• Net-banking — typically within 3–5 working days.

Actual posting time depends on your issuing bank. Lyra Enterprises does not retain any cancellation or processing fee — the full amount is refunded.

6. Disputes

If you do not agree with the resolution proposed, you may escalate the matter to our grievance officer (see Privacy Policy — Section 10) or contact Razorpay’s customer support directly.