Refund and Cancellation Policy

1. Cancelling an order

You can cancel a Buy for me or Collect from store order for free until the partner starts preparing it (for a store, packing it); after that, the app no longer offers to cancel, unless your order is running late. When it's more than 15 minutes past the time the app showed you, and before it's picked up, you can still cancel it for free in the app, from the order's tracking screen or its help chat.

You can cancel a Pick for me booking for free until the agent collects your parcel. After that, it's on its way and can't be cancelled, but our support team can help from the booking's help chat.

If you paid online, you choose where your money goes when you cancel: back to how you paid, or to your audoor wallet, where it's ready to use at once. Anything your audoor wallet paid for the order always goes back to your wallet.

A store or an agent may decline or cancel an order, for example when an item is out of stock or an address can't be reached, and we cancel an order ourselves when no store or agent takes it in time. You aren't charged when that happens: what you paid online goes back to how you paid, and anything your audoor wallet paid goes back to your wallet.

2. When an item is out of stock

Stores keep their stock up to date, but an item can still run out. If the store doesn't have something you ordered, it marks it unavailable, and it comes off your bill. If you paid online, we refund it to how you paid, and anything your audoor wallet paid that the order no longer needs goes back to your wallet. You're never charged for anything you don't receive.

A charge for frozen or fragile items comes off your bill if the store doesn't have those items, and is refunded if you paid online.

3. When something is wrong with your order

Check your order when it arrives. If anything is missing, wrong, damaged, spilled or past its expiry date, or turns out to be spoiled when you open it, tell us through the order's help chat within 24 hours of delivery (2 hours for food from a restaurant or cafe), with a photo if you can.

In the help chat, you choose how you'd like it put right: the items sent again (for a Buy for me order), free for you; a refund to how you paid (for an order you paid for at the door, by UPI); or the money in your audoor wallet. Our support team looks into it with the store and goes with your choice where they can: if the store can't send the items again, for example because it no longer has them or is closed, we refund you instead.

Refunds are never paid in cash. We don't take back items you no longer want, or opened items with nothing wrong with them.

4. A Pick for me parcel lost or damaged

If your parcel is lost or damaged while our agent has it, tell us from the booking's help chat within 24 hours. We refund its delivery fee and cover what the parcel was worth, up to ₹2,000 a booking, paid to your audoor wallet or by UPI.

5. How refunds reach you

• Paid online (card, UPI, netbanking or a payment wallet): we start the refund to the same account at once. Your bank usually shows it within 5 to 7 working days. When you cancel, or tell us about a problem in the help chat, you can choose your audoor wallet instead.
• Paid on delivery: to your UPI account, or to your audoor wallet. Never in cash.
• Paid from your audoor wallet: back to your wallet.
• To your audoor wallet: it's there at once, ready for your next order.
• If money left your account but your order wasn't placed (the payment came through too late, or twice), we refund it automatically.
• The app shows each refund on its order's bill, with its amount, where it went and whether it's still on its way.

6. Your audoor wallet

Your audoor wallet holds money we give back to you: refunds you choose to have there, anything an order took from it and didn't use, and cover for a lost or damaged Pick for me parcel. The app shows its balance and what came in and went out. At checkout, the “Use wallet balance” switch on your bill (on unless you turn it off) spends it on your order first, and you pay the rest online, on delivery or at the counter; if it covers the whole order, there's nothing more to pay.

Wallet money is only for audoor orders: it can't be withdrawn to a bank account, paid out in cash, or transferred to anyone else. It doesn't expire. If you delete your account, any balance in your wallet is lost.

7. When paying on delivery is paused

If an order you chose to pay for on delivery is cancelled at your request after the store has packed it, or you refuse it or aren't there to receive it, we pause paying on delivery for your account: for 20 days the first time, 30 days the second time, and for good from the third time. You can still pay online. It doesn't count when the order was late or wrong, or the problem was the store's, the agent's or ours, and you can ask us to review a pause.

8. Getting help

For anything about an order, use its help chat in the app. You can also write to us at [email protected]. If you're not happy with how we handled it, our grievance officer is listed in our Terms.