Effective Date: 01st June 2025

Contact: (+94) 72 121 2121

1. Payment Policy

1.1 Payment Methods

• The 21+OnDemand App & Web accepts the following payment methods:
  • Credit/Debit Cards (Visa, Mastercard, AMEX)
  • Cash on Delivery (COD) (if available)

1.2 Payment Authorization & Processing

• All payments must be made in Sri Lankan Rupees (LKR).
• Payments made via credit/debit cards or mobile wallets will be processed through a secure payment gateway.
• The App & Web does not store or process your card details; all transactions are handled by third-party payment processors compliant with PCI DSS (Payment Card Industry Data Security Standard).
• Once payment is successfully processed, the customer will receive confirmation via email to the App and Web notification.

1.3 Failed or Declined Transactions

• If a transaction fails, customers should verify with their bank or payment provider before attempting again.
• The App and Web are not responsible for any additional fees charged by the customer's bank for failed transactions.

1.4 Taxes & Additional Charges

• All prices displayed on the App & Web include applicable taxes unless otherwise stated.
• Any additional service fees (such as delivery charges) will be clearly mentioned before completing the purchase.
• The App & Web reserve the right to update pricing at any time as per any price revisions by the Government. However, the users will always be charged the amount shown at the time of checkout.

1.5 Subscription or Recurring Payments (If Applicable)

• If the App & Web offers subscription-based services, users will be billed periodically as per the agreed subscription terms.
• Users can manage or cancel subscriptions via the App's & Web’s settings before the next billing cycle to avoid automatic charges.

2. Refund Policy

2.1 Eligibility for Refunds

Customers may be eligible for a refund under the following conditions:

• Non-Delivery of the Order: If the order was not delivered due to an error from the App's & Web’s end.
• Incorrect Order: If the wrong product was delivered.
• Damaged or Expired Product: If the product delivered was expired, damaged, or tampered with upon arrival.
• Misrepresentation as an individual under the age of 21 at the point of delivery is an automatic ineligibility for a refund and the relevant authorities shall be duly informed.

2.2 Refund Amount

• Approved refunds will be processed at 100% of the purchase value.

2.3 Refund Request Process

• Customers must request a refund within 24 hours of delivery via the App's & Web’s support team.
• The request must include order details, proof of purchase, and images (if applicable).
• Once verified, the refund will be processed within 7–14 business days to the original payment method.
• For cash on delivery, a refund through bank transfer may be issued, depending on the situation.

2.4 Non-Refundable Cases

• Customer Error: Incorrect order placement or change of mind after purchase.
• Delayed Deliveries: Refunds will not be issued due to reasonable delivery delays beyond the App's control.
• Failure to Verify Age: Orders refused due to failure to meet age verification requirements.
• Failure to Provide Accurate Delivery Details: Orders delivered to incorrect addresses provided by the customer.
• Age Restriction Enforcement: Delivery personnel are authorized to refuse delivery if the recipient is under 21 years of age and/or does not match the ID submitted through the App & Web. In such cases, the order will be considered undeliverable, and no refund will be issued.

2.5 Cancellation Policy

• Orders cannot be canceled once processed. However, if the order has not yet been dispatched, the customer may request a cancellation, subject to approval.
• If an order is canceled before dispatch, a full refund may be issued at the discretion of the App's & Web’s management.

For any payment or refund-related inquiries, please contact the App's & Web’s customer support team through the in-app/Web chat or via email at 21plusondemand@gmail.com.

By using the 21+OnDemand App & Web, you acknowledge and agree to this Payment & Refund Policy.