01service area
Pokus operates in selected parts of Bangalore. Serviceability is determined using the address entered in the application. Available areas may change according to operational capacity. Acceptance of an address does not guarantee that every product or appointment slot will be available.
02home-trial appointments
Customers may select an available home-trial slot through the Pokus application. Pokus aims to arrive within the confirmed appointment window. Traffic, weather, customer availability, inventory and operational factors may cause delays. If a material delay occurs, Pokus will attempt to notify the customer and may offer rescheduling.
03product fulfilment
Products selected for purchase are supplied as fresh, sealed units, subject to stock availability. Fulfilment may occur during the appointment or through a subsequent delivery communicated to the customer. Testers used during a consultation are not sold or left with the customer.
04delivery estimates
A delivery estimate begins only after the order has been accepted and applies where the product, address and delivery capacity are eligible. Delivery estimates are not guarantees unless Pokus expressly states otherwise. Customers will be informed about material exceptions or revised estimates.
05delivery charges and taxes
Any delivery charge, service charge, tax or other amount will be displayed or communicated before payment. Pokus will not add an undisclosed mandatory charge after payment confirmation.
06customer responsibilities
- Provide a complete and accurate address.
- Provide a reachable telephone number.
- Provide necessary delivery or access instructions.
- Provide a safe and lawful location for the appointment or delivery.
- Be available to receive the order during the confirmed period.
Pokus is not responsible for delay caused by an incorrect address, unavailable recipient, restricted access or inability to contact the customer.
07inspection at delivery
Customers should inspect the product name, shade, quantity, packaging and visible condition at delivery. A damaged, leaking, incorrect, expired or visibly tampered product should be reported promptly to support@pokus.ai. Replacements and refunds are governed by the Refund & Cancellation Policy.
08failed delivery
If delivery cannot be completed because the customer is unavailable or the address or access instructions are incorrect, Pokus may arrange another attempt. An additional charge may apply only if disclosed and accepted before the new attempt. If Pokus cannot fulfil a paid order for reasons attributable to Pokus, the customer will be offered a replacement with consent or a refund for the unfulfilled item.
09contact and grievance redressal
Consumer complaints will be acknowledged within 48 hours of receipt and resolved within one month, in accordance with applicable law. Please include your registered contact details, order or transaction number and a description of the issue.