Refund & Cancellation Policy

REFUND & CANCELLATION POLICY - Once Upon Me

Effective Date: 29 April 2025

This Refund & Cancellation Policy (“Policy”) is issued by HereNow AI Labs Private Limited, a company incorporated under the Companies Act 2013 and having its registered office at A23/16V PH3, MANGAL APT. V. ENCLAVE, East Delhi, New Delhi‑110096, India (“Company”, “we”, “us” or “our”). It governs all orders for personalised storybooks or any other customised product (collectively, “Products”) placed through our website or any other sales channel operated by the Company. By placing an order, the purchaser (“Customer”, “you” or “your”) agrees to be bound by the terms set out herein in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-commerce) Rules, 2020 and all other applicable Indian law.

1 NON-REFUNDABLE NATURE OF PERSONALISED PRODUCTS

1.1 Each Product is manufactured exclusively to the specifications, images and other details supplied by the Customer at the time of order.

1.2 Pursuant to section 96(c) of the Consumer Protection Act, 2019, goods that are “made to the consumer’s specifications or clearly personalised” are exempt from any statutory obligation to accept returns.

1.3 Accordingly, once an order enters production, the Company will not accept any return, exchange or refund except in the limited circumstances described in Clause 3 below.

1.4 Nothing in this Clause limits or excludes any non-waivable statutory right that a consumer may have to seek relief for defective goods or deficiency of service.

2 ORDER MODIFICATION & CANCELLATION

2.1 Orders are transferred to our automated production workflow within sixty (60) minutes of successful payment.

2.2 A request to correct typographical errors, replace an image or cancel an order will be honoured only if received in writing at onceuponme.official@gmail.com within the aforesaid sixty-minute period (“Cooling-Off Window”).

2.3 Where a request is received after the Cooling-Off Window, the Company will use reasonable endeavours to comply provided production has not commenced, but makes no warranty that such request can be fulfilled.

2.4 If the Company confirms in writing that a late cancellation is possible, any refund due shall be processed in accordance with Clause 4.5.

3 DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

3.1 The Company warrants that each Product shall, on delivery, materially conform to the order specifications and be free from manufacturing defects.

3.2 If any Product (a) arrives damaged, (b) contains a manufacturing defect, or (c) diverges from the personalisation data supplied by the Customer solely due to the Company’s error, the Customer must notify the Company in writing at onceuponme.official@gmail.com within seven (7) calendar days of delivery, attaching clear photographic evidence of the issue.

3.3 Upon verification, the Customer may elect either: (a) Replacement – a new copy of the Product produced and dispatched at no additional cost; or (b) Refund – reimbursement of the full purchase price (inclusive of standard shipping charges, if any).

3.4 For physical returns (where required), the Company will arrange reverse logistics at its own cost or reimburse the Customer’s reasonable courier expenses.

3.5 The foregoing remedies are in addition to, and not in derogation of, any rights the Customer may have under the Consumer Protection Act, 2019, which may be exercised up to two (2) years from the date on which the cause of action arises.

4 REFUND METHOD & TIMELINE

4.1 Approved refunds will be credited to the original payment instrument within seven (7) working days of written confirmation of eligibility, in accordance with the turnaround-time guidelines issued by the Reserve Bank of India for card, UPI and net-banking reversals.

4.2 The Company shall not be responsible for delays attributable to the acquiring bank, card network or payment service provider.

5 SHIPPING DELAYS

5.1 Estimated delivery dates are indicative. Transit times may be impacted by force-majeure events or operational disruptions beyond the Company’s reasonable control (including but not limited to natural calamities, strikes, governmental actions, customs clearance delays or carrier failures).

5.2 Where a parcel is formally certified by the carrier as lost, or is delayed beyond fifteen (15) days from the outer estimated delivery date notified to the Customer, the Company will offer a re-shipment at no extra cost or a full refund, at the Customer’s option.

5.3 Save as set out in Clause 5.2, shipping delays or missed events shall not entitle the Customer to cancel the order or claim damages.

6 FORCE MAJEURE

The Company shall not be liable for any failure or delay in performance under this Policy where such failure or delay results from causes beyond its reasonable control, including but not limited to acts of God, war, pandemic, governmental order, labour dispute or interruption of transport or utility services.

7 GOVERNING LAW & JURISDICTION

This Policy and any dispute arising out of or in connection with it shall be governed by, and construed in accordance with, the laws of India. The courts situated at Delhi shall have exclusive jurisdiction, without prejudice to any statutory right of the consumer to initiate proceedings before a consumer commission having territorial jurisdiction.

8 GRIEVANCE OFFICER (rule 5 of the E-commerce Rules, 2020) Name Designation E-mail Telephone Working Hours Tushar Khattar Grievance Officer onceuponme.official@gmail.com +91-9211495164 Mon–Fri 10:00–18:00 IST Postal Address: A23/16V PH3, MANGAL APT. V. ENCLAVE, East Delhi, New Delhi‑110096, India

9 CONTACT DETAILS For any query relating to this Policy or an order, please contact: * E-mail: onceuponme.official@gmail.com * Postal: A23/16V PH3, MANGAL APT. V. ENCLAVE, East Delhi, New Delhi‑110096, India

10 POLICY MODIFICATIONS

The Company reserves the right to amend this Policy at any time. Any modification shall apply to orders placed after the “Effective Date” stated at the top of the revised Policy; orders already in progress shall continue to be governed by the Policy in force at the time of purchase.

Effective Date: April 29, 2025