Cancellation Policy

This Cancellation Policy constitutes a legally binding and enforceable agreement that governs the rights, obligations, and procedures applicable to the cancellation of orders placed by customers on the Yume Kaimono multi-vendor e-commerce marketplace platform. The term "platform" as used throughout this document shall refer collectively to the customer-facing web portal, the mobile applications made available for download on the Android and iOS operating systems, the vendor portal interface, the administrative dashboard, and all associated technological infrastructure, databases, and software systems that are owned, operated, and maintained by the Yume Kaimono partnership, a business entity duly organized and existing under the applicable laws of the People's Republic of Bangladesh. The terms "we," "us," and "our" refer to Yume Kaimono and its authorized officers, employees, agents, and representatives. The terms "you" and "your" refer to the individual customer who has registered for an account on the Yume Kaimono platform and who has initiated a purchase transaction by placing an order for merchandise listed for sale by one or more independent third-party vendors. The term "vendor" or "seller" refers to the independent business entity, sole proprietorship, or individual that has successfully completed the Yume Kaimono vendor verification and onboarding process and has been granted the privilege of listing products for sale and fulfilling orders through the marketplace infrastructure. This Cancellation Policy is an integral and inseparable component of the comprehensive suite of legal agreements that govern the use of the Yume Kaimono platform, including but not limited to the Terms and Conditions of Use, the Privacy Policy, the Refund and Wallet Credit Policy, and the Return Policy. All of the aforementioned documents shall be read together, construed harmoniously, and interpreted in a manner that gives full force and effect to their respective provisions. By accessing the platform, creating a customer account, browsing product listings, or completing the checkout process for any order, you hereby unconditionally and irrevocably acknowledge that you have read, comprehended, and voluntarily assented to be bound by each and every term, condition, and stipulation set forth in this Cancellation Policy. If you do not agree with any provision contained within this document, you are expressly and unequivocally prohibited from utilizing the services of the Yume Kaimono marketplace, and you must immediately cease and desist from any further access to the platform and refrain from placing any orders or engaging in any transactional activity whatsoever.

The fundamental objective of this Cancellation Policy is to establish a transparent, equitable, and operationally efficient framework for managing the cancellation of orders at various stages of the fulfillment lifecycle, while simultaneously balancing the legitimate interests and expectations of the customer, the independent vendor, and the platform itself. The platform recognizes that customers may, on occasion, have a genuine and legitimate need to cancel an order that they have previously placed, whether due to a change of mind, the discovery of a more suitable alternative, an error in the order details such as shipping address or product variant selection, or any other personal reason that is entirely within the customer's discretion. At the same time, the platform must also protect the interests of its valued vendor community, who upon receiving notification of an order, promptly allocate inventory, dedicate labor and resources to the picking and packing process, and prepare the merchandise for handover to the designated logistics partner. Once a vendor has committed these resources and, more critically, once the package has been physically handed over to the courier service and has departed from the vendor's warehouse or place of business, the vendor incurs tangible and irreversible costs associated with the fulfillment process, including but not limited to the cost of packaging materials, the labor cost of processing the order, and, most significantly, the shipping and delivery charges levied by the third-party courier service provider. It would be fundamentally inequitable and commercially unsustainable to permit customers to cancel orders with impunity at any stage of the fulfillment process without bearing any responsibility for the costs that have already been incurred on their behalf. Therefore, this Cancellation Policy delineates a clear and bright-line distinction between the period prior to the shipment of the order from the vendor's warehouse and the period subsequent to such shipment. The rights and financial obligations of the customer with respect to cancellation are contingent upon which of these two distinct phases the order currently occupies at the time the cancellation request is submitted to and received by the platform.

The first phase of the order fulfillment lifecycle is the period that commences immediately upon the customer's successful completion of the checkout process and the generation of a unique order confirmation number, and that terminates at the precise moment when the order status within the Yume Kaimono vendor portal and administrative tracking system is updated to reflect that the package has been handed over to the designated courier service provider and has departed from the vendor's physical custody. During this pre-shipment phase, the customer retains an absolute and unqualified right to cancel the entirety of their order, or any individual line item within a multi-item order, without incurring any financial penalty, cancellation fee, or other charge of any kind whatsoever. If a customer submits a cancellation request that is received and processed by the platform's systems prior to the order status transitioning to "Shipped" or "Dispatched," the platform shall honor the cancellation request in full. In such an event, the customer shall be entitled to receive a complete and total reversal of the transaction, which shall be effectuated in accordance with the provisions of the Yume Kaimono Refund and Wallet Credit Policy. Specifically, the full amount that was paid by the customer at the time of checkout, which includes the aggregate cost of the merchandise being cancelled, any applicable value-added taxes or other governmental levies, the Yume Kaimono Platform Fee of fifteen Bangladeshi Taka, and any delivery charges that the customer may have pre-paid in connection with the order, shall be credited to the customer's Yume Kaimono Wallet balance. No portion of the customer's payment shall be retained by the platform or the vendor, and no deduction of any kind shall be applied to the wallet credit. The customer is strongly encouraged to submit any desired cancellation request as promptly as possible following the placement of the order, as the platform cannot guarantee that a request submitted during the pre-shipment phase will be processed before the vendor completes the packing and dispatch process. The platform and its vendors endeavor to process and fulfill orders with the utmost speed and efficiency, and as such, the window of opportunity for penalty-free cancellation may, in some instances, be relatively brief. The customer acknowledges and accepts that the determination of whether an order has or has not been shipped at the time a cancellation request is received shall be based exclusively upon the timestamped data recorded in the Yume Kaimono order management system, and such determination shall be final, conclusive, and binding upon the customer.

The second and distinct phase of the order fulfillment lifecycle is the period that commences at the precise moment when the order status within the Yume Kaimono tracking and logistics system is updated to indicate that the package has been successfully handed over to the custody and control of the designated third-party courier service provider, such as Steadfast Courier or any other logistics partner engaged by the platform or the vendor. Once an order has transitioned to this "Shipped" or "In Transit" status, the package is no longer physically located at the vendor's warehouse or place of business, and it is actively moving through the courier's transportation and distribution network en route to the customer's designated delivery address. At this juncture, the vendor has fully performed their primary obligations with respect to the order by making the merchandise available for collection and by tendering it to the carrier. Furthermore, the courier service provider has commenced the performance of its contractual obligations and has begun to expend resources, including fuel, labor, and vehicle capacity, to transport the package. The delivery charges associated with the shipment, whether such charges were pre-paid by the customer at checkout, absorbed by the vendor as part of a free shipping promotion, or subsidized by the platform, become fully earned and non-refundable by the courier service provider at the time the package is scanned into its network. Consequently, if a customer submits a cancellation request for an order that has already been shipped and departed from the vendor's warehouse, the customer shall be required to bear and pay the full cost of the delivery charges that were incurred in dispatching the package. This payment obligation shall apply irrespective of whether the customer initially selected a "Free Shipping" promotional offer or whether the delivery charge was itemized separately on the order invoice. The amount of the delivery charge liability shall be calculated based on the actual rate charged by the courier service provider for the specific weight, dimensions, and destination of the package in question, and the platform shall provide the customer with a transparent accounting of this amount upon processing the cancellation request. The customer's obligation to pay the delivery charge in connection with a post-shipment cancellation is absolute and non-waivable. The amount of the delivery charge shall be deducted from the total refundable amount that would otherwise be credited to the customer's Yume Kaimono Wallet. By way of illustration, if a customer placed an order for merchandise valued at one thousand Bangladeshi Taka, plus the fifteen Taka Platform Fee, and the order qualified for free shipping, and the customer subsequently cancels the order after it has been picked up by the courier, the customer shall receive a wallet credit in the amount of one thousand fifteen Taka, less the amount of the delivery charge incurred by the vendor or the platform. The customer shall not be entitled to receive any credit or refund for the delivery charge component that was paid to the courier service. The customer acknowledges and agrees that this policy is necessary and reasonable to compensate the platform and the vendor for the irrevocable shipping costs that have been incurred in good faith reliance upon the customer's order.

The procedural mechanism by which a customer may initiate a cancellation request is administered exclusively through the digital interface of the Yume Kaimono customer portal or mobile application. Customers shall not attempt to cancel an order by directly contacting the vendor via telephone, social media, or any other means outside of the official platform channels, as the vendor lacks the unilateral authority to process a cancellation or to reverse a transaction without the involvement and approval of the platform's central order management system. To initiate a cancellation request, the customer must first log into their secure Yume Kaimono account using their registered mobile telephone number and password or any other authentication credentials that the platform may establish. Upon successful authentication, the customer shall navigate to the section of the dashboard labeled "My Orders" or "Order History." The customer shall then locate the specific order that they wish to cancel and select the option to view the detailed order summary. If the order is eligible for cancellation, a button or link labeled "Cancel Order" or "Request Cancellation" shall be visible and active on the order detail page. The customer shall click this button and shall be prompted to select a reason for the cancellation from a dropdown menu of predefined options, which may include choices such as "Ordered by mistake," "Change of mind," "Shipping address needs correction," "Delivery time is too long," or "Found a better price elsewhere." The customer may also be provided with an optional text field in which to provide additional context or comments regarding the cancellation request. After selecting the reason and providing any optional comments, the customer shall submit the cancellation request. Upon submission, the platform's system shall immediately query the current status of the order in the logistics database. If the system determines that the order is in a pre-shipment status, the cancellation shall be processed automatically, and the customer shall receive an on-screen confirmation message indicating that the cancellation was successful. An automated email or SMS notification shall also be transmitted to the customer confirming the cancellation and advising that the full amount paid shall be credited to their Yume Kaimono Wallet. If the system determines that the order has already been shipped and is in transit, the customer shall receive a notification indicating that the cancellation request has been received but requires manual review due to the shipping status. The platform's customer support team shall then review the request and shall communicate with the customer via email regarding the calculation of the delivery charge liability and the net amount of wallet credit that will be issued. The customer shall be required to explicitly confirm their acceptance of the delivery charge deduction before the post-shipment cancellation is finalized. If the customer does not accept the deduction of the delivery charge, the cancellation request shall be deemed withdrawn, and the order shall proceed to delivery in the ordinary course.

The platform and its constituent vendors reserve the unequivocal right to cancel any order, in whole or in part, under certain specified circumstances that are beyond the reasonable control of the marketplace or that are necessary to protect the integrity of the platform and the interests of all users. A vendor may unilaterally cancel an order, or a portion thereof, if the vendor determines, after having received the order notification, that the specific product ordered is no longer in stock, is damaged and cannot be sold, or is otherwise unavailable for fulfillment despite having been listed as available on the platform at the time the order was placed. In such an event of a vendor-initiated cancellation due to stock unavailability or product defect, the vendor shall promptly update the order status in the vendor portal to reflect the cancellation, and the platform's system shall automatically generate a full refund to the customer's Yume Kaimono Wallet for the value of the cancelled item. The customer shall not be charged any delivery charge or any other fee whatsoever in connection with a vendor-initiated cancellation, regardless of the stage of the fulfillment process, as the cancellation is attributable solely to the vendor's inability to perform. The platform may also, in its sole and absolute discretion, cancel an order if the platform has reasonable grounds to suspect that the order is fraudulent, unauthorized, or connected with any illegal or prohibited activity. The platform may cancel an order if the customer has provided an incorrect, incomplete, or undeliverable shipping address, and the customer has failed to respond to the platform's attempts to obtain a corrected address within a reasonable timeframe. The platform may cancel an order if the payment for the order is declined, reversed, or subject to a chargeback by the customer's financial institution or mobile financial service provider. The platform may also cancel an order if the vendor's account is suspended or terminated for a violation of the Vendor Terms and Conditions prior to the shipment of the order. In all cases of platform-initiated or vendor-initiated cancellation, the customer shall be entitled to receive a full and unconditional credit to their Yume Kaimono Wallet for the entire amount paid, including the Platform Fee and any pre-paid delivery charges, and the customer shall not be assessed any cancellation penalty or delivery charge liability. The platform shall endeavor to notify the customer of any such cancellation as promptly as is commercially practicable, using the contact information associated with the customer's account.

The processing of financial adjustments and the issuance of credits in connection with approved cancellations shall be governed by and conducted in strict accordance with the provisions of the Yume Kaimono Refund and Wallet Credit Policy. Under no circumstances shall a cancellation result in a refund being issued back to the original payment instrument, including but not limited to credit cards, debit cards, mobile financial service accounts such as bKash or Nagad, or via a cash reimbursement for orders originally placed using the Cash on Delivery payment method. All monetary credits arising from cancelled orders shall be deposited exclusively into the customer's Yume Kaimono Wallet balance. The wallet balance is a digital representation of stored value that is maintained within the customer's secure account on the Yume Kaimono platform. The wallet balance is non-transferable, non-withdrawable, and may not be redeemed for physical currency or any consideration other than the purchase of goods and services offered for sale by vendors on the Yume Kaimono marketplace. The wallet balance does not accrue interest and is not insured by any governmental deposit insurance agency. In the case of a pre-shipment cancellation, the full amount of the order, including all associated fees and charges, shall be credited to the wallet promptly upon the confirmation of the cancellation. In the case of a post-shipment cancellation, the net amount, which is the full order value less the applicable delivery charge incurred, shall be credited to the customer's wallet only after the customer has expressly confirmed their acceptance of the delivery charge deduction. The customer may view their available wallet balance at any time by accessing the "My Wallet" section of their account dashboard. When placing a future order on the Yume Kaimono platform, the customer shall have the option to apply any available wallet balance toward the payment of the new order's total, including the cost of merchandise, the Platform Fee, and any delivery charges. The use of wallet credits for future purchases is subject to any terms, conditions, or restrictions that the platform may establish and publish from time to time.

The platform maintains a strict policy regarding the cancellation of orders for certain categories of products that are, by their nature, time-sensitive, perishable, or custom-made. Although Yume Kaimono's initial product focus on skin care, hair care, makeup, artificial nails, and women's fashion accessories does not typically encompass items that are highly perishable or custom-manufactured on a per-order basis, the platform reserves the right to designate specific products or promotional offerings as "Final Sale" or "Non-Cancellable" at the time of purchase. If a product listing contains a clear and conspicuous notice that the item is non-cancellable or non-refundable, the customer's right to cancel the order for that item shall be limited or extinguished in accordance with the specific terms stated in the listing. Such designations shall be binding upon the customer, and by proceeding to checkout and completing the purchase, the customer acknowledges and accepts that the order cannot be cancelled after it has been placed. In the event that the platform introduces new product categories in the future that involve personalized or made-to-order items, such as custom-printed apparel or engraved jewelry, the cancellation policy for those specific items shall be governed by the terms presented to the customer at the time of purchase, and the right to cancel may be restricted once the production process has commenced.

The cancellation of an order by a customer, whether before or after shipment, may have implications for any promotional discounts, coupon codes, or special offers that were applied to the original transaction. If the cancellation of one or more items within a multi-item order results in the subtotal of the remaining items falling below the minimum threshold required to qualify for a particular discount or promotional offer, the platform reserves the right to recalculate the pricing for the remaining items and to adjust the net amount of the wallet credit accordingly. For example, if a customer applied a discount code that provided a specific percentage off orders exceeding a certain monetary value, and the cancellation of a portion of the order reduces the total order value below that threshold, the discount that was originally applied may be reversed or adjusted, and the customer shall only be entitled to a credit for the net amount that would have been payable had the discount not been applied. The platform shall provide the customer with a clear and transparent accounting of any such adjustments in the cancellation confirmation communication. Similarly, if the customer utilized a one-time promotional code that is no longer valid for future use, the cancellation of the order will not result in the reissuance or reinstatement of that promotional code. The customer shall forfeit the benefit of the used promotional code, and it shall not be available for application to any subsequent purchase.

The platform strictly and unequivocally prohibits any fraudulent, abusive, or manipulative conduct in connection with the order cancellation process. Such prohibited conduct includes, but is not limited to, the practice of repeatedly placing a high volume of orders and subsequently cancelling the vast majority of them, a pattern of behavior that disrupts vendor inventory management, wastes operational resources, and potentially denies other genuine customers the opportunity to purchase limited-stock items. It also includes placing orders with the intent to utilize fraudulent payment methods and then cancelling the orders before the payment fraud is detected. The platform employs sophisticated algorithms and manual review processes to monitor cancellation patterns and to identify accounts that exhibit a disproportionately high rate of order cancellations. If the platform determines, in its sole and absolute discretion, that a customer has engaged in a pattern of excessive, abusive, or fraudulent cancellation activity, the platform reserves the right to take any and all remedial measures it deems necessary to protect the platform, its vendors, and its community of users. Such measures may include, without limitation, the issuance of a formal warning to the customer, the temporary suspension of the customer's account privileges, the permanent termination of the customer's account, the restriction of the customer's ability to utilize certain payment methods, including Cash on Delivery, and the forfeiture of any wallet balance associated with the account. The platform shall not be liable to the customer for any loss or inconvenience arising from the imposition of such remedial measures in response to a justified finding of abusive cancellation activity.

The platform has established a formal grievance mechanism to address any concerns or disputes that a customer may have regarding the application or interpretation of this Cancellation Policy. If a customer believes that their cancellation request was improperly denied, that the calculation of the delivery charge deduction was erroneous, or that the amount of wallet credit issued was incorrect, the customer may submit a written grievance to the Yume Kaimono Customer Support and Grievance Redressal Team. The grievance must be submitted via electronic mail to the designated support email address, which is support@yumekaimono.com. The email must contain the subject line "Cancellation Grievance - Order [Order Number]" and must include a detailed description of the issue, the customer's full name and contact information, and copies of any relevant correspondence or documentation supporting the customer's position. The Grievance Redressal Team shall acknowledge receipt of the grievance within two business days and shall conduct a thorough investigation into the matter. The team shall review the order timeline, the timestamped records in the order management and logistics systems, and any communications between the customer, the vendor, and the platform. The team shall endeavor to provide the customer with a written response and a final determination on the grievance within a period of seven business days from the date of receipt of the complete grievance submission. The determination made by the Grievance Redressal Team shall represent the final and binding decision of the Yume Kaimono platform with respect to the internal administrative resolution of the matter. The customer retains any and all rights and remedies that may be available under the applicable consumer protection laws of the People's Republic of Bangladesh, provided that the customer has first exhausted the internal grievance mechanism described herein.

This Cancellation Policy shall be interpreted, construed, and enforced in accordance with the laws of the People's Republic of Bangladesh, without giving effect to any choice of law or conflict of law principles that would result in the application of the laws of any other jurisdiction. Any legal suit, action, or proceeding arising out of or related to this Cancellation Policy or the subject matter hereof shall be instituted exclusively in the courts of competent jurisdiction located in Dhaka, Bangladesh, and the parties irrevocably consent and submit to the personal jurisdiction of such courts and waive any objection based on improper venue or forum non conveniens. The platform reserves the right, exercisable at any time and in its sole discretion, to modify, amend, supplement, or restate this Cancellation Policy. Any material changes to this policy shall be communicated to registered customers via a notice posted prominently on the Yume Kaimono website and mobile applications, or via an electronic mail sent to the address associated with the customer's account. The customer's continued use of the platform or the placement of any new order following the effective date of any such modification shall be deemed to constitute the customer's unconditional and irrevocable acceptance of the revised Cancellation Policy. It is the sole and exclusive responsibility of the customer to periodically review this document to ensure that they remain fully informed of the current terms and conditions governing order cancellations. This Cancellation Policy, together with the Yume Kaimono Terms and Conditions of Use, the Privacy Policy, the Refund and Wallet Credit Policy, and the Return Policy, constitutes the entire and integrated agreement between the customer and Yume Kaimono concerning the subject matter hereof, and it supersedes and replaces all prior or contemporaneous oral or written communications, negotiations, understandings, or agreements. In the event of any inconsistency or conflict between the provisions of this Cancellation Policy and any other policy or document, the provisions of this Cancellation Policy shall govern and control with respect to matters relating specifically to the cancellation of orders. The failure of Yume Kaimono to enforce or insist upon strict compliance with any provision of this Cancellation Policy shall not be construed as a waiver of such provision, nor shall it affect the validity or enforceability of that provision or any other provision of this policy. No waiver of any breach or default hereunder shall be deemed a waiver of any subsequent breach or default. If any provision of this Cancellation Policy is held by a court of competent jurisdiction to be invalid, illegal, or unenforceable, such provision shall be deemed severed from this policy, and the remaining provisions shall continue in full force and effect as if such invalid provision had never been included. The platform shall endeavor to provide a faithful and accurate translation of this Cancellation Policy into the Bengali language for the convenience and accessibility of all users; however, in the event of any discrepancy or conflict between the English version and any translated version, the English version shall prevail and shall be controlling for all purposes.