Refund & Cancellation Policy

1. Cancelling an order yourself

Because ZipyGo aims to deliver within minutes, orders move to preparation almost immediately:

• Before the dark store accepts/packs your order: you can cancel free of charge from the Orders screen in the app, and any amount paid online is refunded in full.
• After packing has started but before dispatch: cancellation may still be possible, but perishable or already-packed items may not be eligible for a full refund.
• Once an order is out for delivery: it can no longer be cancelled through the app. Please refuse the delivery at the door if you no longer want the order, and contact support (Section 7) to arrange a refund where applicable.

2. Cancellations by ZipyGo

We may cancel all or part of an order where:

• One or more items become unavailable after the order was placed;
• Your delivery address falls outside our current serviceable zone;
• We are unable to verify your age or identity for an alcohol order, or you are unable to produce a valid government ID at the doorstep;
• We suspect fraudulent, abusive, or policy-violating use of the Platform; or
• Circumstances outside our reasonable control (severe weather, regulatory restriction, store closure) prevent fulfilment.

In each case, any amount already paid for the cancelled portion is refunded in full — see Section 6 for timelines.

3. Damaged, wrong, or missing items

If an item arrives damaged, spoiled, incorrect, or is missing from your order, report it through the app's "Help with this order" option within 24 hours of delivery, including a photo where relevant. Once verified, we will offer a replacement (where available) or a refund for the affected item(s).

4. Non-returnable items

Perishable items (fresh fruits, vegetables, dairy, bakery, and similar) cannot be returned once accepted, except where the item itself was damaged, spoiled on arrival, or incorrect — those are handled under Section 3.

5. Alcohol category

6. Refund timelines

Approved refunds for online payments are initiated to your original payment method (UPI, card, or net banking) within 1–2 business days of approval. Once initiated, your bank or payment provider may take a further 5–7 business days to reflect the credit — this final step is outside ZipyGo's control. For Cash on Delivery orders that are cancelled before dispatch, no charge is made in the first place.

7. How to request a refund

Most refund requests can be raised directly from the Orders screen in the app. For anything the app can't resolve, contact us: