Cancellation & Refund Policy

1. When you can cancel

• Before the vendor accepts your order (grocery & restaurant). You can cancel free of charge from the order tracking screen. Any prepaid amount is refunded in full.
• Once the vendor accepts and starts preparing. In-app cancellation is closed. The shop or kitchen has already committed stock, started cooking, or set items aside, so a one-tap cancel would unfairly leave them with the loss. If you genuinely need to cancel after this point — or if there’s a problem with the order — raise a support ticket from the tracking screen ("Help with this order") and we’ll review the situation with the vendor and refund where appropriate (see Section 4).
• After delivery. If something is genuinely wrong — missing items, quality issues, wrong delivery — please raise a support ticket within 24 hours of delivery and we’ll review and refund where appropriate (see Section 4).
• Transport rides. Free to cancel before a driver accepts. After acceptance, a cancellation fee may apply (shown before you confirm cancellation). Drivers can also cancel; in that case you are not charged and a prepaid amount is refunded in full.

2. When Zippiq, the vendor or a delivery partner cancels

• If the vendor is unable to fulfil the order (out of stock, kitchen closed, partner unavailable), the order is cancelled at no cost to you and any prepaid amount is refunded in full.
• If the delivery partner is unable to complete the delivery and we cannot arrange an alternative, the order is cancelled at no cost and any prepaid amount is refunded in full.
• Where only part of your order can be fulfilled, the unfulfilled portion is refunded automatically and the rest is delivered.

3. Cancellation fees

For grocery and restaurant orders, no cancellation fee applies because in-app cancellation is only available before the vendor has accepted the order — nothing has been committed yet.

For transport rides, a cancellation fee may apply after a driver has accepted the booking. Any fee is displayed on the confirmation screen before you commit. If no fee is shown, no fee applies. Zippiq does not retain cancellation fees as profit; they are passed to the driver who incurred the loss.

4. Quality complaints & refunds for delivered orders

• Raise a complaint via the "Help with this order" option on the order tracking or past-orders screen within 24 hours of delivery. Attach a photo where the issue is visible (damaged packaging, wrong item, spoiled goods).
• We review the complaint with the vendor and the delivery partner. Where the complaint is substantiated, an eligible refund is processed to your original payment method.
• Complaints raised after 24 hours of delivery are reviewed at Zippiq’s discretion and may not be eligible for a refund.
• Platform fees and applicable GST are refunded only where the order itself is refunded in full.

5. Refund timelines

Approved refunds are initiated to your original payment method within 5–7 working days of approval. The time to appear in your bank or wallet after that depends on your issuing bank’s settlement cycle (typically another 2–5 working days for cards / 1–3 working days for UPI / wallets). If a refund has not landed within 10 working days of approval, please contact us with the order ID.

Payments to the underlying payment service provider (Razorpay or similar, operating under RBI guidelines) are governed by their settlement rules. Failed-payment auto-reversals follow the provider’s standard timelines and are not Zippiq’s responsibility once initiated.

6. How to reach us

For any refund query, raise a support ticket from inside the app (Profile → Support tickets) so the order ID is automatically attached, or write to support@zippiq.in citing the order ID. Unresolved complaints can be escalated to the Grievance Officer — see the Contact page for name, email, and response timelines.