Refund policy

1. Overview

This Refund Policy explains when and how amounts paid through Grand Luxe Autos ("GLA", "we", "us") are refunded. It covers booking deposits paid by customers, the Salvage Auction security deposit paid by dealers, and dealer subscription fees. It does not cover the price of a vehicle itself — see §5 — since GLA is a marketplace connecting buyers with independent dealers and vehicle owners, and is not itself the seller of the vehicle in most transactions.

2. Booking deposits

• When you book a car through the Platform, you pay a small, refundable deposit to reserve it while you complete your purchase with the dealer or owner.
• Your deposit is refunded in full if the dealer or owner is unable to complete the sale, for example the car is no longer available; if you and the seller mutually agree not to proceed; or if you cancel your booking before the seller has confirmed it.
• If you cancel after the seller has confirmed the booking and begun processing your purchase, the seller may deduct a reasonable cancellation charge from your deposit to cover work already done — disclosed to you before deduction — and refund the remainder.
• Once a sale is completed and the vehicle is delivered, the booking deposit is adjusted against the final sale price and is not separately refundable.

3. Salvage Auction security deposit (dealers)

• The refundable security deposit paid to access Salvage Auction lots is returned in full when you opt out of the add-on, or when your Package no longer makes you eligible for it, provided you have no outstanding obligations from a lot you have won.
• If you win a salvage lot and do not complete the purchase in line with the auction's terms, we may deduct a reasonable amount from your deposit to cover any resulting loss, before refunding the balance.
• Refunds of the security deposit are processed within 7–10 business days of your request, or of your eligibility ending, whichever applies.

4. Dealer subscription fees

• Subscription fees already billed for the current period are non-refundable if you cancel partway through that period — your Package remains active until the end of the period you have paid for.
• We will refund a subscription fee in full if we are unable to provide the Package's core features due to an error on our part for a continuous period of more than 48 hours and are unable to resolve it, or if you were charged in error, for example a duplicate charge.
• To request a refund under this section, write to billing@grandluxeautos.com within 15 days of the charge.

5. Vehicle purchase price — not a GLA refund

Any refund, exchange, warranty, or dispute concerning the vehicle itself — its condition, documentation, or the amount paid for it — is governed by the terms agreed between you and the Seller at the time of sale, including the Sale Invoice and Vehicle Delivery Note where one was issued. If you are unable to resolve such a dispute directly with the Seller, you may raise it with our Grievance Officer (§7), and we will assist in good faith to facilitate a resolution between you and the Seller, consistent with our obligations as a marketplace e-commerce entity under the Consumer Protection (E-Commerce) Rules, 2020. This assistance does not make GLA a party to, or liable for, the underlying sale.

6. How refunds are processed

All approved refunds are made to the original payment method used, through our payment partner Razorpay, within 7–10 business days of approval, unless a shorter period is stated above. Refund timelines may vary depending on your bank or payment provider.

7. Grievance Officer / refund disputes

If you believe a refund has been wrongly denied or delayed, write to our Grievance Officer at grievance@grandluxeautos.com with your booking or transaction reference. We will acknowledge your complaint within 48 hours and aim to resolve it within the timelines prescribed under the Consumer Protection Act, 2019 and rules made under it.

8. Changes to this policy

We may update this Refund Policy from time to time; the version in effect at the time of your transaction applies to that transaction. Material changes will be posted with an updated "Last Updated" date.