Cancellation and Refund Policy

Last updated: October 2, 2026

This policy applies to all concierge orders paid to Upsurge Labs LLP ("Lauki", "we", "us") through lauki.ai, lauki.chat, the Lauki app or any payment link we send you.

1. Cancellation before we place your order

You can cancel at any time after paying and before we place the order with the retailer or service provider. Tell us by email or chat and we refund 100% of the amount paid, including the service fee.

2. Cancellation after we place your order

Once the order is placed, it follows the cancellation terms of the retailer or service provider. If they allow cancellation, we cancel it for you and refund the item price and shipping we get back. The 5% service fee is not refunded once the order has been placed, because the work has been done.

3. Returns and replacements

• If an item arrives damaged, defective, or different from what you confirmed, tell us within 48 hours of delivery with a photo. We arrange a replacement or a full refund, including the service fee.
• Other returns follow the retailer's return policy (we share it with you before you pay). We handle the return for you and refund what the retailer refunds.
• Bookings for services, travel or events follow the provider's cancellation rules, which we share with you before you pay.

4. If we cannot fulfil your order

If the item goes out of stock, the price changes before we buy, or we cannot complete the request for any reason, we tell you and refund 100% of the amount paid, unless you choose an alternative.

5. How refunds are paid

Approved refunds are initiated within 2 working days to the original payment method (UPI, card, net banking or wallet). Depending on your bank, the amount reaches your account within 5 to 7 working days after that.

6. Contact

Upsurge Labs LLP, Koramangala 4th Block, Bengaluru, Karnataka 560034. Email [email protected]. Full details on the Contact Us page.