Refund Policy

Last updated: 11 October 2026

This policy explains how refunds work for orders arranged through icecreamwala.com (the "Platform"). It should be read with our Terms of Service, Marketplace & Listing Policy and Privacy Policy.

1. The Short Version

• Ice Cream Wala is a marketplace, not the seller. We do not make, sell, store or deliver ice cream, and we do not collect payment for Orders on the Platform.
• Every Order is agreed and paid for directly between the buyer and the supplier, so refunds are given by the supplier, not by Ice Cream Wala.
• Using the Platform and registering a listing are currently free, so there is nothing to refund to us.
• Inspect every delivery, record any problem, and tell the supplier straight away and in writing.
• If a supplier will not resolve a genuine problem, tell us. We can look into it and act on the supplier's listing, but we cannot force a refund.

2. What This Policy Covers

• Orders you agree with a supplier after a quote request, an enquiry or a directory contact. This includes ice cream, and also related items and services listed on the Platform such as freezer rental, dry ice, cones and cups, and toppings.
• Platform fees. There are none at present. See section 11.

3. Payments and Safety

Unless we tell you otherwise in writing for a specific Order, payment is made directly to the supplier (for example by cash, UPI or bank transfer). Never pay an Order amount into a personal account in the name of Ice Cream Wala. We do not collect Order payments at this time. Always ask the supplier for a proper invoice.

4. When You Can Ask a Supplier for a Refund, Replacement or Credit

You can ask the supplier for a remedy if what is delivered or provided does not match what was agreed, for example:

• the wrong brand, flavour or pack size;
• a short quantity;
• damaged, leaking, melted or spoiled products;
• expired or mislabelled stock;
• a service or item not provided as agreed (for example a freezer that does not work or dry ice not supplied);
• the supplier cancels the Order or fails to deliver.

The remedy can be a replacement, a partial or full refund, or a credit. What is fair depends on what was agreed and what went wrong.

5. When a Refund Is Usually Not Available

Unless the supplier agreed otherwise in writing:

• change of mind, over-ordering, or changes to guest numbers or the event after the Order is confirmed;
• a late cancellation after stock has been allocated, produced or dispatched for your event;
• the buyer or receiver being unavailable, or giving a wrong or incomplete address, at the agreed delivery time;
• problems caused after delivery, such as storing frozen products at the wrong temperature or serving them after they have thawed;
• personal taste, or products that look different from the images on the Platform (see section 6).

Frozen products cannot normally be returned and restocked, so the remedy for a genuine problem is usually a replacement, refund or credit rather than a return.

6. Images Are for Illustration Only

Images of ice cream, desserts and food on the Platform are high-quality images used for illustration only. Actual products may differ in appearance, colour, size, portion, presentation, toppings and packaging, and brands may change their packaging. Editorial imagery, including generated illustrations or promotional scenes, is not proof of a supplier's premises, staff, packaging or stock. Approved user-uploaded photos are subject to moderation, which does not certify product quality. Rely on the written details you agree with the supplier. This does not limit remedies for material misrepresentation or rights that cannot be excluded by law.

A quote acknowledgement, signup confirmation or listing email confirms a Platform action only. It does not reserve products, collect payment or establish an Order with a supplier.

7. Advances, Bookings and Deposits

Before you pay anything in advance, confirm with the supplier in writing (email or WhatsApp):

• the total price, taxes and delivery charges;
• how much is an advance or booking amount, and what part of it is refundable and until when;
• the delivery date, time window and address;
• the cancellation and rescheduling terms.

For weddings and large events booked weeks ahead, this matters most. If it was not agreed in writing, it is harder to resolve later.

8. Freezer Rental, Dry Ice and Other Equipment or Services

• A rental deposit, if any, is held by the supplier. Its amount, conditions and return should be agreed in writing, including the return date and what counts as damage or loss.
• Late return, damage and loss are dealt with under what you agreed with the supplier.
• Dry ice must be handled with care (it can cause frost burns, and it releases carbon dioxide in closed spaces). Follow the supplier's instructions. A refund is not available for problems caused by misuse.

9. How to Make a Claim

1. Inspect on delivery. Check quantity, flavours, pack sizes, seals, expiry dates and temperature (products should be frozen and firm).
2. Record it. Take clear photos or video of the products, labels, batch and expiry details, and the invoice.
3. Tell the supplier at once, by phone and in writing, as soon as possible after delivery and before serving.
4. Do not serve anything you think is unsafe. Keep the product and packaging until the issue is resolved.
5. Ask for the remedy you want, and get the supplier's decision in writing.

10. How Refunds Are Paid

When a supplier agrees to refund, it is normally returned by the method you used to pay. The supplier decides the timing. Ask for written confirmation of the amount and the date. Ice Cream Wala does not hold your money and cannot refund an amount you paid to a supplier.

11. Platform Fees

Browsing, quote requests, enquiries, account creation and listing are free at present, so there are no Platform fees to refund. If we introduce paid plans, fees or commissions in future, their price, duration, inclusions and refund terms will be shown before you are asked to pay, and this policy will be updated before they start.

12. If the Supplier Does Not Resolve It

Write to us at sales@icecreamwala.com (or call or WhatsApp +91 81042 20220) with your account email, the request or Order details, the supplier's name and city, what happened, the outcome you want, and your photos, invoice and messages.

We will review your complaint, may contact the supplier and ask for a response, and may act on the supplier's listing where warranted, including a warning, removal of a verification level, hiding, suspension or removal. We cannot force a refund or guarantee an outcome. Our full process is in the Marketplace & Listing Policy.

Other routes. For food-safety concerns, you can contact the Food Safety and Standards Authority of India (FSSAI) or your State Food Safety authority. For consumer complaints, you can use the National Consumer Helpline (1915) or your consumer commission. For fraud, contact the police or the cyber-crime portal. If a payment was made without your authority, contact your bank or payment provider.

13. Changes

We will update the date above when this policy changes and give notice of material changes on the Platform.

14. Contact

Ice Cream Wala Email: sales@icecreamwala.com Phone / WhatsApp: +91 81042 20220 Grievance Officer: Avinaash Upadhyay