Payment, Refund & Cancellation Policy

Payment, Refund & Cancellation Policy

Effective Date: June 21, 2026

Welcome to Kate Aqua, a brand owned and operated by Kate Group of Food Industries. We are committed to delivering premium packaged drinking water and maintaining the highest standards of service, quality, and operational efficiency.

This Payment, Refund & Cancellation Policy governs all purchases, subscriptions, recurring deliveries, bulk orders, corporate supply agreements, dealership transactions, and commercial engagements made with Kate Aqua through our website, sales representatives, distributors, or authorized channels.

By placing an order, making a payment, subscribing to our services, or accepting delivery, you acknowledge and agree to the terms outlined below.

1. Payment Policy

1.1 Accepted Payment Methods

Kate Aqua accepts payments through:

  • UPI Payments
  • NEFT / RTGS / IMPS Bank Transfers
  • Authorized Payment Gateways
  • Debit Cards
  • Credit Cards
  • Demand Drafts and Cheques (subject to clearance)

Kate Aqua reserves the right to refuse or cancel any order where payment authorization fails or appears suspicious.

1.2 Advance Payment Requirement

Unless otherwise agreed in writing:

  • All retail, residential, and first-time commercial orders require 100% advance payment before processing and dispatch.
  • Orders shall not be scheduled, packed, dispatched, or delivered until payment is successfully received and verified.

1.3 Pricing & Taxes

  • All prices are displayed in Indian Rupees (INR).
  • Applicable GST and statutory taxes shall be charged as per prevailing government regulations.
  • Prices are subject to revision without prior notice.
  • Any quotation issued by Kate Aqua shall remain valid only for the period mentioned therein.

1.4 Corporate Credit Accounts

Credit facilities may be granted solely at the discretion of Kate Aqua.

Kate Aqua reserves the right to:

  • Approve or reject credit requests.
  • Modify credit limits.
  • Withdraw credit facilities at any time.
  • Suspend deliveries in case of overdue payments.

1.5 Late Payment Charges

For approved credit customers:

  • Payments must be made on or before the due date mentioned on the invoice.
  • Overdue invoices shall attract interest at 18% per annum, calculated from the due date until full payment is received.
  • Kate Aqua reserves the right to recover legal expenses, collection costs, and administrative charges associated with overdue accounts.

2. Cancellation Policy

2.1 Cancellation Before Dispatch

Orders may be cancelled only before dispatch confirmation.

Kate Aqua reserves the right to:

  • Accept or reject cancellation requests.
  • Deduct applicable administrative, banking, payment gateway, logistics planning, or processing charges.

2.2 Cancellation After Dispatch

Once an order has been:

  • Packed,
  • Allocated,
  • Dispatched,
  • Loaded for transportation, or
  • Delivered,

it shall not be eligible for cancellation.

No refund shall be payable for such orders except where required under applicable law.

2.3 Subscription & Recurring Delivery Plans

For prepaid subscription plans:

  • Customers may discontinue future renewals at any time.
  • Amounts already paid for an active billing cycle shall not be refunded.

For recurring supply agreements:

  • Any termination request must be submitted in writing.
  • Kate Aqua reserves the right to complete and bill all deliveries already scheduled prior to termination.

3. Refund Policy

3.1 General Refund Policy

Kate Aqua follows a strict refund policy due to the perishable and consumable nature of its products.

All sales are generally considered final once products have been dispatched.

3.2 Eligible Refund Circumstances

Refunds may be considered only in the following situations:

  • Duplicate payment made by the customer.
  • Excess payment received.
  • Payment processed but order could not be fulfilled by Kate Aqua.
  • Verified billing or invoicing error attributable to Kate Aqua.

All refund requests are subject to review, verification, and approval by the company’s accounts department.

3.3 Non-Refundable Situations

Refunds shall not be issued for:

  • Delivered products.
  • Partially consumed products.
  • Opened bottles, jars, or containers.
  • Customer change of mind.
  • Incorrect orders placed by customers.
  • Failure of customer to receive delivery due to unavailability.
  • Delays caused by customer-side scheduling issues.
  • Subscription periods already commenced.
  • Promotional or discounted purchases.
  • Bulk orders prepared specifically for a customer.

3.4 Quality Complaints

If a customer believes a product has a quality issue:

  • The complaint must be reported within 24 hours of delivery.
  • Supporting photographs, batch information, and purchase details may be requested.
  • Kate Aqua reserves the right to inspect, test, and verify the product before determining any replacement or refund eligibility.

The decision of Kate Aqua regarding quality-related claims shall be final and binding.

3.5 Refund Processing Time

Where a refund is approved:

  • Refunds shall be processed within 7 to 15 business days.
  • Refunds may be issued through:
    • Original payment source,
    • Bank transfer,
    • Credit note for future purchases.

Banking timelines may vary depending on financial institutions.

4. Failed Transactions

In cases where:

  • A payment is debited from the customer account,
  • But confirmation is not received by Kate Aqua,

the customer should contact our accounts team with transaction details.

After verification:

  • The order may be confirmed, or
  • The payment may be refunded according to banking procedures.

Kate Aqua shall not be liable for delays caused by banks, payment gateways, or third-party financial service providers.

5. Fraud Prevention

Kate Aqua reserves the right to:

  • Verify customer identity.
  • Request additional payment verification.
  • Suspend suspicious transactions.
  • Reject orders associated with suspected fraud, misuse, chargebacks, or unauthorized payment activities.

Any fraudulent activity may be reported to relevant authorities.

6. Limitation of Liability

To the maximum extent permitted under applicable law:

Kate Aqua’s liability regarding any payment, cancellation, or refund claim shall not exceed the amount actually paid by the customer for the specific order in dispute.

Kate Aqua shall not be liable for:

  • Indirect losses,
  • Business interruptions,
  • Consequential damages,
  • Loss of profits,
  • Loss of business opportunities.

7. Governing Law & Jurisdiction

This Policy shall be governed by the laws of India.

Any disputes arising from payments, cancellations, or refunds shall be subject exclusively to the jurisdiction of the courts located in Pune, Maharashtra.

8. Contact Information

For payment confirmations, refund requests, invoice support, or billing-related inquiries:

Kate Aqua
Kate Group of Food Industries

Email: kate.foodindustries@yahoo.com

Phone: +91 880 666 2198
Phone: +91 880 666 2194

Registered Address:
175, Pimple Saudagar, Near Govind Garden Chowk, Pune – 411027, Maharashtra, India

Business Hours:
Monday to Saturday
10:00 AM – 6:00 PM (IST)

By purchasing products or services from Kate Aqua, you confirm that you have read, understood, and agreed to this Payment, Refund & Cancellation Policy.