Refund & Cancellation Policy

How to Cancel

1. Open the app → My Orders → Active Order
2. Tap "Cancel Order"
3. Select reason for cancellation
4. Confirm. Refund is initiated automatically.

A Shop may cancel your order if:

• The ordered item is out of stock at the time of order.
• The Shop is temporarily closed due to an emergency.
• The delivery address is outside the Shop's delivery radius.

If the Shop cancels your order, you will receive a 100% refund with no deductions, regardless of payment method. You will be notified via SMS and in-app notification.

Note: Shops with high cancellation rates are penalised and may be removed from the Platform.

You may be eligible for a full or partial refund after delivery if:

• You received a wrong item (different product or brand than ordered).
• You received a damaged or spoiled item (seal broken, visibly damaged).
• An item was missing from your order (ordered 3 items, received 2).
• You received an item that is past its expiry date.
• The order was not delivered but marked as delivered.

How to Raise a Post-Delivery Complaint

1. Open the app → My Orders → Select the order
2. Tap "Report an Issue"
3. Select the issue type
4. Add a description and attach a photo (required for damaged/wrong items)
5. Submit — you will receive a confirmation with a ticket number

Time limit: Issues must be reported within 2 hours of deliveryfor perishable items (food, dairy) and within 24 hours for other products.

* Timelines are after refund is approved. Bank processing times may add 1–2 extra days.

• Orders of fresh food items where the complaint is about taste preferences (not safety or quality).
• Items marked as non-returnable on the product page (e.g. certain medicine, personal hygiene products).
• Orders where the customer provided an incorrect delivery address and the item was returned.
• Issues reported after the complaint window (2 hours for food, 24 hours for others).
• Damage caused by the customer after delivery.
• Subscriptions cancelled after the delivery has been dispatched for that day.

• Pause: No refund — unused deliveries are credited forward.
• Skip a day: That day's delivery credit is added to your subscription.
• Cancellation: Pro-rated refund for remaining unused deliveries, minus processing fee of ₹20.
• Subscriptions cancelled within 24 hours of the first delivery: full refund (minus first delivery cost).

• Before rider accepts: 100% refund, no fee.
• After rider accepts, before arrival: ₹15–₹25 cancellation fee.
• After rider arrives: ₹25–₹50 cancellation fee (rider compensation).
• Ride in progress: Cannot cancel. Full fare applies.
• Rider cancels: 100% refund, no fee to you.

If you are unsatisfied with the resolution of your refund complaint, you may escalate to:

You may also approach the Consumer Forum under the Consumer Protection Act, 2019, or the National Consumer Disputes Redressal Commission (NCDRC).