Last Updated: [12/12/2025]
Applicable to: Zappwala Website & Mobile Application
Line of Business (LOB): Hyperlocal Delivery & Local Services

At Zappwala, we work with local partner stores and service providers to process and deliver orders quickly. This Cancellation Policy explains when customers may cancel orders and how Zappwala handles merchant or system-initiated cancellations.

1. Customer-Initiated Order Cancellation

You may cancel your order only before it is accepted or processed by the partner store/service provider.

Once the partner store begins preparing, packing, or dispatching the items, the order cannot be cancelled due to the real-time hyperlocal nature of our delivery process.

1.1 Cancellation Time Window

• Grocery / Essentials / Hyperlocal Products:
  Can be cancelled within 5–10 minutes of placing the order or until the store accepts it—whichever is earlier.
• Restaurant / Food Items (if applicable):
  Cancellation allowed only before food preparation starts.
• Beauty / Makeup / Mehendi / Home Services:
  • Cancellation is allowed before a professional has been assigned.
  • If the service provider is already en route or has reached the location, the order cannot be cancelled.

2. Zappwala-Initiated Cancellation

Zappwala may cancel your order due to the following reasons:

1. Product Out of Stock at the partner store
2. Store closed or unavailable
3. Service provider unavailability
4. Technical errors such as payment or app issues
5. Incorrect or unreachable delivery address
6. Abusive, fraudulent, or suspicious customer activity
7. Extreme weather or logistical restrictions

In such cases, customers receive a full refund (if payment was already made).

3. Refund for Canceled Orders

3.1 If Customer Cancels Within Allowed Time

• Full refund is issued if the order is cancelled before acceptance.
• No refund is issued if the order is already accepted, prepared, or dispatched.

3.2 If Zappwala Cancels

• A 100% refund will be processed immediately.

Refund Timeline

Refund will be processed to the original payment method (UPI / Bank / Wallet) within:

• 48 hours for refund initiation
• 3–7 working days for bank processing

4. Special Cases

4.1 COD Orders

Cash-on-Delivery orders can be cancelled before store acceptance.
Once accepted, cancellation may not be possible.

4.2 Service Bookings

If the customer cancels after the service provider is assigned or arrives, a cancellation charge may apply based on effort/time loss.

4.3 Bulk Orders

Bulk or high-value orders may require additional verification. Cancellations are handled case-by-case.

5. No-Show or Failed Delivery

An order may be marked as “Customer No-Show” if:

• The customer is unreachable
• An incorrect address is provided
• Customer refuses to accept the order without a valid reason

In such cases, no refund will be issued, and the order will be considered completed.

6. Compliance & Legal

This Cancellation Policy follows:

• Consumer Protection Act, 2019
• Consumer Protection (E-Commerce) Rules, 2020
• Applicable marketplace regulations

Customers retain all rights provided under Indian consumer laws.

7. Contact Us

For any cancellation or refund request, contact:

Zappwala Support Team
📧 Email: [email protected]
📞 Phone/WhatsApp: +91 88774 32254
🌐 Website: www.zappwala.com