Wallet & Prepaid Credits Policy

Last updated: March 16, 2026

This policy governs the use of the Milkvilla Wallet ("Wallet"), a closed-loop prepaid credit system available within the Milkvilla application. By recharging your Wallet, you agree to the terms outlined below.

1. Nature of Wallet

• The Milkvilla Wallet is a closed-loop prepaid credit system usable exclusively for purchases on the Milkvilla platform (app and website).
• It is not a payment wallet, digital wallet, or semi-closed/open-loop prepaid instrument under the Reserve Bank of India (RBI) Prepaid Payment Instruments (PPI) framework.
• Wallet credits are non-transferable to any other user, account, or platform.
• Wallet credits cannot be converted to cash, transferred to a bank account, or used outside the Milkvilla platform.

2. Recharge & Usage

• Wallet recharge is entirely voluntary. A minimum Wallet balance is required for subscription-based or slot-based delivery services. Quick delivery orders do not require a Wallet balance and can be paid at the time of purchase.
• Recharging your Wallet is a prepayment of credits for future orders on the platform. It does not constitute a booking, reservation, or guarantee of any product or delivery slot.
• For subscription-based and slot-based orders, Wallet balance is deducted only upon successful delivery, not at the time of order placement. For quick delivery orders, payment is collected at the time of purchase.
• Promotional or bonus credits added by Milkvilla may have separate expiry dates and usage conditions, which will be communicated at the time of credit.

3. Slot & Product Availability

Delivery time slots and product listings displayed in the application represent indicative availability and may change due to:

• Operational or logistics constraints
• Demand fluctuations
• Weather or traffic conditions
• Supply availability from farmers

Slot and product confirmation occurs only upon successful order confirmation by the platform. Wallet recharge does not reserve or guarantee any slot or product.

4. Refund of Wallet Balance

• Wallet credits are intended for use within the Milkvilla platform and are generally non-refundable.
• Refund of unused Wallet balance to the original payment source may be processed as a goodwill exception at Milkvilla's sole discretion, on a case-by-case basis.
• Refund requests, where approved, may take 5-7 business days to reflect in your account depending on banking systems, payment gateway processing times and internal approvals.
• Milkvilla is not obligated to provide instant refunds. Refund timelines are subject to banking and payment gateway processing.
• Promotional or bonus credits are non-refundable under any circumstances.

5. Order Cancellation & Wallet

• If an order is cancelled before dispatch, the order amount will be credited back to your Wallet balance.
• If an order is cancelled after dispatch or if delivery is refused, the refund (if applicable) will be credited to your Wallet, not to the original payment source.
• Subscription cancellations do not trigger automatic Wallet refunds. Remaining Wallet balance can be used for future orders.

6. Account Suspension & Wallet Forfeiture

Milkvilla reserves the right to suspend or terminate accounts engaging in:

• Abusive, threatening, or harassing communication with staff
• Fraudulent claims or chargebacks
• Attempts to coerce refunds through threats, misinformation, or intimidation
• Violation of Terms and Conditions

In cases of account suspension due to policy violation, Wallet balance may be forfeited after a 30-day notice period.

7. Limitation of Liability

Milkvilla's total liability arising from or in connection with Wallet transactions shall not exceed the actual Wallet recharge amount in dispute. Under no circumstances shall Milkvilla be liable for any indirect, incidental, consequential, or punitive damages.

8. Dispute Resolution

• Any dispute regarding Wallet balance, refunds, or credits must first be raised through Milkvilla's customer support channels.
• If unresolved through support, disputes may be escalated to the Grievance Officer (details available in our Privacy Policy).
• Formal legal proceedings, if any, shall be subject to the exclusive jurisdiction of courts in Muzaffarpur, Bihar.

9. Changes to This Policy

Milkvilla may update this policy at any time. Continued use of the Wallet after changes constitutes acceptance of the updated terms. Material changes will be communicated via the app or email.

10. Consent

Need Help?

Milkvilla
Phone: +91 9006890881
Email: [email protected]
Website: milkvilla.in