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Cancellation policy

Cancellation Policy

Effective Date: 20-10-2024

At Delivo, we aim to provide a seamless ordering experience. However, we understand that there may be situations where you need to cancel your order. This Cancellation Policy outlines the terms and conditions for order cancellations and any applicable fees or refunds.

1. Cancellation by Customers

You may cancel your order based on the following conditions:

  • Before Order Confirmation: If the restaurant has not accepted or started preparing your order, you can cancel without any charges.
  • After Order Confirmation: Once the restaurant has accepted your order and begun preparation, cancellation may not be possible, and a refund may not be provided.
  • During Delivery: If the order is already on its way, it cannot be canceled.

How to Cancel:

  • Open the Delivo app and navigate to your order.
  • If the order is still eligible, tap Cancel Order.
  • If cancellation is not possible via the app, contact customer support for further assistance.

2. Cancellation Fees

  • Free Cancellation: No fee will be charged if you cancel before the restaurant accepts the order.
  • Partial Charges: If the order is canceled after preparation begins, you may be charged a partial amount to cover the restaurant’s costs.
  • Full Charges: If the delivery is already underway, no refund will be issued, and the full order amount will be charged.

3. Cancellation by Delivo or Partner Restaurants

In certain cases, your order may be canceled by Delivo or the restaurant:

  • Unavailable Items: If an item is out of stock or unavailable.
  • Technical Issues: In case of app glitches or payment failures.
  • Delivery Limitations: If the delivery location is not serviceable or there are unforeseen issues (e.g., weather or traffic disruptions).

In such cases, you will be notified immediately, and a full refund will be processed to your original payment method or Delivo wallet.

4. Refunds for Canceled Orders

  • Eligible Refunds: If your order is canceled before preparation, you will receive a full refund.
  • Partial Refunds: For cancellations after preparation, a partial refund may be issued, depending on the restaurant’s policies.
  • Processing Time: Refunds may take 5-7 business days to reflect in your account, depending on your payment provider.

5. How to Contact Us for Cancellation Issues

If you encounter difficulties canceling your order or need further help, please reach out to us:

Email: support@delivonow.com
Phone: +91-2973357742
Address: Shop No. -14, Garveet Tower, Bhinmal Bye Pass Road, Jalore

6. Important Notes

  • Repeated Cancellations: Frequent or inappropriate cancellations may result in restrictions on your account or a temporary suspension.
  • Custom Orders: Some special or large orders may not be eligible for cancellation once confirmed.

This Cancellation Policy ensures clear communication between Delivo, customers, and partner restaurants, promoting fairness and minimizing disruptions.