Return Policy

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Scope
This Shipping & Delivery Policy governs the shipment of any physical goods (“Products”) you purchase or redeem through Gleo’s marketplace or at events listed on the Gleo platform (the “Platform”).

1. Fulfilment Responsibility

   • Hosts and Reward Partners (“Hosts”) are fully responsible for packing, dispatching, and delivering Products to you.

   • Gleo only provides the technology platform that connects you with Hosts. Gleo does not warehouse, ship, or otherwise handle Products.

2. Processing Times

   • Hosts must dispatch in-stock Products within 2 business days of order confirmation unless a longer lead time is clearly stated on the Product page.

   • Digital rewards (e-vouchers, tickets, coupons) are delivered instantly to your registered email or Gleo wallet.

3. Shipping Methods & Charges

   • Each Host sets its own courier partners, serviceable regions, and fees. These details appear at checkout before you pay or redeem.

   • Any customs duties, import taxes, or local surcharges are your responsibility and are not included unless explicitly stated by the Host.

4. Tracking & Updates

   • Once a Host ships your order, you will receive an email or in-app message with a tracking link (where available).

   • All logistics inquiries (delays, address changes, etc.) should be directed to the Host via the “Contact Host” button in the order details page.

5. Lost or Damaged Parcels

   • Hosts are required to insure shipments or provide an equivalent remedy.

   • If your parcel is lost or arrives damaged, notify the Host within 48 hours of the recorded delivery (or expected delivery date if undelivered).

   • Gleo will assist by forwarding your claim to the Host but bears no liability for the resolution.

REFUND & RETURNS POLICY

Effective Date: [DD MMM YYYY]

1. No-Return Obligation for Gleo
   Gleo is only a marketplace facilitator. All return, replacement, cancellation, and refund obligations rest with the Host from whom you purchased or redeemed the Product.

2. Host-Defined Return Windows

   • Each Host sets its own return window, condition requirements, and refund method.

   • These terms are displayed on the Product page and in your order confirmation email. Review them carefully before completing your transaction.

3. How to Initiate a Return or Refund

   1. Go to Orders → View Details → Contact Host.

   2. Provide your Order ID, reason for return, photos (if applicable), and preferred resolution (refund, replacement).

   3. The Host will confirm eligibility and next steps, including the return-shipping address.

4. Return-Shipping Costs

   • Unless the Host clearly offers “Free Returns,” you are responsible for return-shipping costs.

   • Use a trackable method and share the tracking number with the Host.

5. Timeframe for Refunds

   • Once the Host receives and inspects the returned item, they must process any approved refund within 7 business days using the original payment method or as Gleo Coins, per their policy.

   • Gleo does not hold or disburse refund funds. All monies flow directly from the Host or its payment processor to you.

6. Non-Returnable / Non-Refundable Items
   Hosts may designate certain items (e.g., perishable goods, customised products, digital vouchers) as final-sale. Such items cannot be returned or refunded unless defective on arrival.

7. Dispute Resolution
   If you believe a Host is not honouring its stated policy:

   • First, email the Host and allow 3 business days for a response.

   • If unresolved, open a “Support Ticket” in the Gleo app with all correspondence and evidence. Gleo will mediate but does not guarantee a specific outcome.

8. Legal Liability
   Under no circumstances shall Gleo (Humane Futures Lab Pvt Ltd) be liable for any direct or indirect losses arising from shipping delays, product defects, or refund disputes. All such claims lie exclusively between you and the Host.