Cancellation & Refunds

This page explains when you can cancel a TROOS order and what happens to money you paid online. Payments in the app are processed by Razorpay. If something here doesn't match what happened to your order, call us on +91 92147 47060 or write to hello@troos.app.

The measurement visit fee

If there is a measurement visit fee when you book a doorstep visit, you pay it online to confirm the visit. The app shows the amount before you pay, and Pricing explains how it works. It isn't an extra charge: it comes off your stitching bill as a visit fee discount.

• You cancel before the field executive sets out for your visit: the visit fee is refunded in full. If another order booked for the same visit didn't pay its own fee, the fee moves to that order instead, and comes off its bill.
• You cancel after the field executive has set out: the visit fee is not refunded, even if the visit is moved to another time afterwards.
• A booking you don't pay for is cancelled 24 hours after booking, or when the visit day starts if that is sooner; a booking for today is cancelled if it isn't paid while its payment link is open. If a payment for it arrives after that, it is refunded in full automatically.

When TROOS or your tailor cancels

If your tailor can't take your order, we move it to another tailor near you who stitches the same garments, at that tailor's prices, and tell you who it is. Nothing is refunded then, since the order goes on. If no tailor can take it, or TROOS cancels your order, everything you paid online is refunded in full, the visit fee included, unless the fee moves to another order at the same visit as described above.

After your fabric is collected

• You can cancel in the app only until your fabric is collected. After that, please call us. We will return your fabric, but work your tailor has already done may be charged.
• If you've paid the rest of your bill online, nothing more is collected at the door. An online payment that arrives after the bill is settled, or for more than is left to pay, is refunded in full automatically.

Fit and alterations

If the fit isn't right, ask for one free alteration in the app within 3 days (72 hours) of delivery. We collect the garment and bring it back once your tailor has adjusted it. Stitching paid for is not refunded because of fit: the free alteration takes care of it.

How refunds are paid

• Refunds go back to the account, card or UPI app you paid with, in full.
• We start the refund as soon as the order is cancelled, and the app shows it. The money usually reaches you within 5–7 working days, depending on your bank.
• If a refund hasn't reached you after 7 working days, call us on +91 92147 47060 with your order code and we will trace it with Razorpay.