Cancellations and refunds.

Last updated: 26 August 2026 · Applies to indigroo.com, the Indigroo app and the Indigroo Plus app.
Drafting note for the Indigroo team: this document is a structured starting point that reflects how the product actually works. Have it reviewed by legal counsel and fill in the registered address and official contact addresses before launch.

1. Cancelling an order

You can cancel from the app while your order is still with the shop — before or during Placed, Confirmed and Packing. Once a delivery partner has picked the order up, cancellation is blocked, because the goods have already left the shop.

If you cancel in the allowed window and you paid by UPI, the amount paid is refunded in full. If you had chosen cash on delivery, nothing was charged and there is nothing to refund.

2. If the shop rejects your order

A shop can reject an order — for example if an item has just gone out of stock or the shop has closed. If that happens, any amount you paid is refunded in full and automatically. You do not need to raise a request.

3. Items missing, damaged or wrong

If something in your order is missing, damaged, or not what you ordered, raise it from Help & Support in the app — ideally the same day, with your order still selectable in your order history. Support will review it with the shop and, where the claim stands, refund the affected items or the full order.

4. Undelivered orders

If an order is not delivered to you, it is refunded in full. Note that a delivery cannot be completed without the 4-digit delivery OTP that only you have — so keep it to yourself until the order is actually in your hands.

5. How refunds are paid

• UPI payments are refunded to the source account through Razorpay. Banks typically take 3–7 working days to post the credit; the timing after we initiate the refund is with your bank, not with us.
• Cash on delivery orders have nothing to refund unless you already paid at the door by QR, in which case the refund follows the UPI route above.
• Delivery fees and platform fees are refunded where the fault was ours or the shop's. Where an order is cancelled after the rider has been dispatched, the delivery fee may not be refundable.

6. Coupons

If you used a coupon and the order is refunded, the amount refunded is what you actually paid. Where possible, a single-use coupon is restored to your account.

7. How to raise a refund

Open Indigroo → Help & Support → your order. You can read the FAQs there or start a support chat with your order details already attached — it is the fastest route, faster than the contact form.

8. Shops and delivery partners

Refunds to customers are reconciled against the shop's or delivery partner's settlement. Both roles can see settled versus pending amounts and the next payout date inside Indigroo Plus.

Contact

Questions about this document? Reach us through the contact page, or use Help & Support inside the app if it relates to a specific order.