1. Order Cancellation by Customer
You can cancel your order under the following conditions:
- Before Merchant Accepts/Packs: You may cancel directly from the order tracking page without any cancellation fee.
- After Order is Packed / Out for Delivery: Cancellation is subject to the merchant's confirmation, especially for freshly cut perishables, dairy, or prepared foods.
- To cancel an order that is already in transit, please call the shopkeeper or delivery partner directly via the phone number shown on the live tracking screen.
2. Order Cancellation by Merchant
A merchant may cancel an order if:
- Requested items are temporarily out of stock or damaged.
- The delivery address is outside the merchant's serviceable delivery radius.
- Unforeseen weather, emergency shop closure, or rider unavailability.
In all cases of merchant cancellation, any prepaid amounts are refunded in full automatically.
3. Refund Eligibility & Bank Processing Timelines
When an online payment (UPI, Credit/Debit Card, Netbanking) is cancelled or approved for return:
- Refund Destination: Refunds are always credited directly back to the original source account/card used during payment.
- Processing Timeline: Refunds are initiated by VyaGo / Razorpay within 24 hours and will reflect in your bank account or UPI app within 5 to 7 business days, depending on your issuing bank.
- COD Orders: For Cash on Delivery orders, returns or adjustments are settled directly in cash or UPI by the merchant upon physical handover.
4. Damaged, Expired, or Incorrect Items
If your parcel arrives with missing, expired, or damaged items:
- Inspect your goods before sharing the delivery OTP with the rider.
- If an issue is noticed after delivery, report it within 2 hours of delivery to the merchant via their direct contact on the receipt.
- The merchant will arrange an immediate replacement or process a partial/full refund.
5. Support & Escalations
If a merchant is unresponsive or fails to honor an agreed refund, please write to our dispute team at support@VayGo.app with your Order ID and phone number.