Olx’s ‘MoneyBack if Unsold’ Guarantee: Daylight Robbery – Pure Deception and Cheating

OLX India– For millions in India, it’s the go-to platform for buying and selling used goods. It’s convenient, popular, and often effective. But beneath the surface of seamless transactions, a potentially deceptive practice might be costing unsuspecting users – a practice that feels less like customer service and more like daylight robbery, especially when it concerns relatively small amounts many might not have the energy to fight for.

I’m talking about Olx’s premium ad packages, specifically the ‘MoneyBack if Unsold’ guarantee. Sounds great, right? Pay a fee, get better visibility, and if your item (like a bike, in my case) doesn’t sell within a set period (30 days), you get your money back. It’s a safety net, an assurance. Or is it?

My Ordeal with Olx’s Phantom Guarantee

On February 3rd, I decided to sell my bike and opted for Olx’s ‘1 ad MoneyBack bikes’ package (Order ID 36205374) for my ad (ID 1797379425). The promise, clearly presented during the purchase, was simple: Full refund if the bike isn’t sold within 30 days. The cost? A modest ₹499.

Like many users, I saw the notification pop up, suggesting this package to boost my ad. The money-back guarantee seemed like a no-brainer.

Fast forward 30 days. My bike remained unsold. As per the guarantee, I requested my refund.

This is where Olx’s narrative completely diverged from the promise I paid for. Their response? My refund request was denied because my ad received “over 20+ responses.” They claimed their policy requires less than 15 responses for a refund and even sent a link to their help section.

Here’s the Catch – And It’s a Big One: False T&C

1. Wrong Terms, Wrong Product: The link Olx provided detailed the terms for a completely different package – the “Minimum Response Package.” I never purchased a minimum response guarantee. I purchased a “MoneyBack if Unsold” guarantee. The number of responses was utterly irrelevant to the specific terms I agreed to and paid for.
2. Hidden (or Non-Existent) Conditions: Crucially, nowhere during the purchase flow on the Olx app (or even checking later on their website for this specific package) were these “minimum response” conditions mentioned for the ‘MoneyBack if Unsold’ guarantee. The only condition presented was “sell within 30 days.” If these terms existed, they were certainly not made clear at the point of sale. This isn’t fine print; it feels like hidden print, or worse, terms applied retroactively and arbitrarily.

A System Designed to Exploit?

My email exchange with Olx support (documented) shows them repeatedly citing the wrong policy, ignoring my clarification that I bought a different package. It felt like talking to a wall programmed to deflect. No acknowledgement of what I have been trying to convey. It felt like, they are just copy-pasting it again and again, which means this is not isolated case. In Fact, I even talked with their customer care executive on phone and they acknowledged my claim and everytime promised that I would get a callback from their senior, but never received such phone call despite repeated attempts to connect with the so-called senior.

Here is the PDF of conversation with OLX customer support team:

This isn’t just about my ₹499. How many other users see those tempting “MoneyBack” notifications pushed aggressively on the app? How many purchase these packages based on the clear, simple promise displayed, only to be denied later based on obscure terms they were never shown?

Olx seems to be banking on the fact that many users, frustrated by the stonewalling and robotic responses, won’t pursue a refund for ₹499. It’s a small enough amount to feel like a hassle, yet multiply that by potentially thousands of users across India, and it becomes a significant revenue stream built on what appears to be a deliberate bait-and-switch.

It’s a form of daylight robbery disguised as a customer benefit. They lure you in with a promise, take your money, and then use unrelated, undisclosed terms to deny the very guarantee they sold you.

What Can We Do?

• Be Skeptical: Treat Olx’s premium package guarantees with extreme caution. What you see might not be what you get.
• Document Everything: Take screenshots of the package description before you buy. Save all email communications.
• Challenge Vigorously: Don’t let them get away with citing irrelevant terms. If you bought “Unsold,” hold them to “Unsold,” not “Minimum Responses.”
• Raise Disputes: If Olx refuses to honour their advertised guarantee, dispute the charge with your credit card company or bank. Provide your evidence. I have done so with my credit card.
• Share Your Story: If you’ve had a similar experience, talk about it. Post on social media, forums, and review sites. The more awareness we raise, the harder it is for platforms like Olx to continue such practices.

Companies like Olx thrive on user trust. When that trust is broken through misleading guarantees and obstructive customer service, they need to be held accountable. This isn’t just poor service; it borders on unethical business practice, and Indian consumers deserve better.

Have you faced a similar issue with Olx? Share your experience in the comments below.

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