CancellationPolicy

Overview

An order or booking on Zappmit can be affected by a cancellation initiated by the customer, the merchant or service provider, the assigned rider, or, in some cases, an automated system process. Whether a cancellation charge or refund applies depends on the order stage, preparation or fulfilment status, delivery status, service type, the relevant merchant or service provider's policy, and applicable law.

Customer cancellation

You may be able to cancel an order or booking before it has progressed to a stage where cancellation is no longer possible (for example, before a merchant begins preparing it, or before a service provider confirms a booking). Once an order has entered preparation or dispatch, cancellation rights may be limited, depending on factors such as the product or service type, preparation status, perishability, applicable law, and applicable platform policies.

Cancellation by type of order

• Food. Food is prepared to order and is perishable, so cancellation is usually possible only before the restaurant starts preparing it. After that it may not be possible, or a charge shown to you before you confirmed the order may apply.
• Grocery. You can usually cancel before the store has picked and packed your order. Once packed, whether you can cancel depends on the store's ability to take the goods back.
• Parcel. Parcel is supplied by Zappmit. Where the app offers cancellation, it is available while no rider has collected the parcel. After collection, cancellation may not be possible and a charge disclosed at booking may apply.
• Printing and Home Services. The provider's conditions, shown when you book, set out when you can cancel, and a charge applies only if it was shown before you confirmed.

Merchant cancellation

A merchant may cancel an accepted order only where reasonably necessary, including because the product or service is unavailable, for safety concerns, because of a regulatory restriction, because of a technical failure materially affecting fulfilment, because of a Force Majeure Event, or in other circumstances approved by Zappmit. The merchant is required to provide the reason for cancellation through the platform.

Where a merchant cancels an accepted order on these grounds, the amount paid is generally eligible for refund as described in the Refund Policy.

Rider / delivery cancellation

A rider may be unable to complete a pickup or delivery in some circumstances (for example, safety concerns or an inaccurate address). Where this occurs through no fault of the customer, the order is treated in accordance with the Refund Policy.

System cancellation

An order may be automatically cancelled in limited circumstances, such as prolonged non-acceptance by a merchant, a detected payment issue, or a safety or fraud concern identified by the platform.

Service-provider cancellation

For bookable services such as Home Services and Printing, the provider may cancel a booking because of their own availability, and Zappmit will tell you through the platform where practicable. Where a provider cancels, any amount you paid for that booking is eligible for refund under the Refund Policy, and no cancellation charge is applied to you.

Technical / payment cancellation

An order may be cancelled where a required payment step fails, is not completed, or is reversed before the order can proceed.

Cancellation charges

Whether you can cancel, and whether a cancellation charge applies, depends on how far the order has progressed. Once a merchant has begun preparing an order, or an order is out for delivery, cancellation may be limited for reasons such as perishability. A cancellation charge applies only if it was shown to you before you confirmed the order or the cancellation. Under rule 4(8) of the Consumer Protection (E-Commerce) Rules, 2020 Zappmit does not impose cancellation charges on a consumer unless it bears similar charges when it cancels an order unilaterally for any reason. No fixed charge or percentage applies to all orders.

Customer support

Cancellation questions can be sent to contact@zappmit.com, or escalated through Grievance Redressal.