Order, Delivery, Cancellation & Refund Policy

1. Who you are buying from

Bookaao (bookaao.com) is an online marketplace for physical books, operated by Bookaao, 54, Durgashankar Road, Sidhiya Ghat, Chowk, Gaya, Bihar 823001 (Udyam Registration UDYAM-BR-12-0097233). Books are listed and sold by independent sellers. The seller's name and pickup city are shown on the book page and in your order confirmation, and the seller is responsible for the accuracy of the listing.

Bookaao collects the payment, arranges the courier, follows up with the seller, and handles cancellations, refunds and complaints. In line with the Consumer Protection (E-Commerce) Rules, 2020, Bookaao does not charge you any cancellation fee for an order that Bookaao or the seller cancels.

2. Placing an order and your consent

The checkout page shows a link to this policy just above the Place order button. When you place the order, Bookaao records, together with your order number: the date and time, the policy version, a fingerprint of the exact text you were shown, the IP address and browser/device details of the checkout, the payment method and the order amount.

This record is kept as proof of the terms you accepted. It is used only to fulfil your order, to prevent fraud and to answer a payment dispute, and is kept for at least 540 days (the period in which banks can raise a dispute), as described in our Privacy Policy.

3. Availability of the book

Most books on Bookaao are a single physical copy. The book is checked again just before you are sent to payment, and it leaves the site as soon as your payment succeeds, so it cannot be sold to anyone else on Bookaao.

Sellers may also sell a book outside Bookaao. If the seller tells us, or we find out, that your copy is no longer available, your order is cancelled and the full amount you paid online is refunded to your original payment method, and you are informed by email and/or WhatsApp. The same applies if the same copy was paid for by two buyers at the same moment: the later order is cancelled and refunded in full.

4. Shipping deadline and delivery time

Working days are Monday to Saturday, except national holidays. Delivery times are estimates given by the courier partner (India Post, Delhivery or Shadowfax). You can follow every update on bookaao.com/track_order.

If your order is delayed, we tell you the reason by email and/or WhatsApp and keep following up with the seller and the courier until it is delivered.

5. Cancellation and refund when the seller cannot ship

• The seller has not handed the parcel to the courier within 5 working days of your order.
• The seller cancels the order, is not reachable, or says the book is no longer available.
• The same copy was sold to another buyer first.
• The courier confirms that the parcel was lost before it reached you.

For a Cash on Delivery order, only the advance was paid online, so the advance is refunded and nothing is due at the door.

6. Courier delays after dispatch

Once the courier has picked up the parcel, delivery depends on the courier network. Weather, festivals, remote PIN codes or an incomplete address can add days. Bookaao escalates every delayed shipment with the courier and keeps you updated.

• A parcel that is already in transit cannot be stopped. A delay in transit alone is not a reason for a refund while the parcel is on its way to you.
• If the parcel is not delivered within 10 days after the estimated delivery date, or the courier confirms it is lost or damaged in transit, you get a full refund (or, if you prefer, a replacement copy where one is available).
• If a delivery attempt fails because the phone was not reachable or the address was incomplete, the courier usually tries again. Please keep your phone reachable after you order.

7. Cancelling an order yourself

• Before the parcel is shipped: write to us (WhatsApp, email or support ticket) and the order is cancelled with a full refund. No fee.
• After the parcel is shipped, or if you refuse the delivery: the book price is refunded once the parcel is back with the seller. The delivery charge, including any Cash on Delivery advance, is not refunded, because it pays for a shipment that was actually made.
• Returns after delivery (damaged, wrong or missing book, or change of mind) follow sections 3 and 4 of the Buyer Terms: damaged, wrong or missing items must be reported on the day of delivery with an unedited unboxing video.

8. Delivery and proof of delivery

The courier's delivery record is treated as proof of delivery: the delivered scan with date, time and place, and, where the courier provides them, the delivery OTP, the recipient's signature or name, a photo, or GPS location. Orders of higher value may be delivered against an OTP sent to your mobile number.

If your tracking shows Delivered but you did not receive the parcel, please tell us within 48 hours, so we can raise it with the courier while the delivery data is fresh. Check first with family, neighbours, the security desk or reception at your address.

9. How refunds are paid

• Refunds are paid only to the original payment method (the same UPI, card, net banking or wallet), through our payment gateway. We do not refund to a different account.
• Once a refund is approved, Bookaao starts it through the payment gateway. Banks usually credit it within 5 to 7 working days. On request we share the refund reference (ARN / UTR) so your bank can trace it.
• A refund is paid once. If you receive the same money twice (for example a refund and a bank chargeback), the second amount must be returned.

10. Payment disputes and chargebacks

If something is wrong with an order, please contact us first at info@bookaao.com or +91 6239336394. Almost every problem is solved faster by us than by a bank dispute, and orders that cannot be fulfilled are refunded in full anyway (section 5).

You always keep your right to raise a dispute with your bank. When a dispute or chargeback is raised, Bookaao answers it through the payment gateway with the order records: the order and invoice, your acceptance of these terms (section 2), the payment details, the courier tracking and proof of delivery, any refund already paid, and our messages with you. Sharing these records with the payment gateway and banks for this purpose is part of processing your order.

• Once a chargeback is raised, the money comes back to you only through the bank's process. Bookaao cannot also refund that order, so you are not paid twice.
• A dispute about an order that was delivered, or already refunded, will be contested with the evidence above.
• Disputes raised in bad faith, or repeated false "not received" claims, may lead to the account being restricted to prepaid orders or closed, and Bookaao may recover the amount as permitted by law.

11. Order verification and fraud prevention

To protect genuine buyers and sellers, Bookaao may check unusual orders (for example a mismatch between account and delivery details, many orders from one device, or a history of refused deliveries) by a call, WhatsApp message or OTP before the book is shipped. If an order cannot be verified, it is cancelled with a full refund. Cash on Delivery may be withdrawn for an account or address with refused or returned parcels.

12. Grievance redressal

We acknowledge every complaint within 48 hours and resolve it within one month, as required by the Consumer Protection (E-Commerce) Rules, 2020. If you are not satisfied, you can contact the National Consumer Helpline (1915, consumerhelpline.gov.in) or file a complaint on e-Daakhil.

13. Changes and governing law

We may update this policy. Each order is governed by the version you accepted at checkout, which is recorded with your order. This policy is governed by the laws of India, including the Consumer Protection Act, 2019 and the Information Technology Act, 2000. Nothing in it limits any right you have under those laws.

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