Refund & Cancellation Policy

At getIt, we strive to ensure a seamless hyperlocal ordering, delivery, and riding experience. This Refund & Cancellation Policy describes the rules and timelines regarding cancelling orders and obtaining refunds.

1. Order Cancellation by Customer

• Product/Food Orders: You may cancel a food or grocery order free of charge within 60 seconds of placing it. After 60 seconds, or once the vendor (merchant) has accepted the order, you will not be able to cancel the order. If you cancel an order after it has been accepted by the merchant, a cancellation fee of up to 100% of the order value will be charged to cover prep costs and merchant inventory loss.
• Ride Bookings & Custom Deliveries: You may cancel a ride booking or package delivery request free of charge at any time before a rider accepts the job. Once a rider has accepted the booking and is in route to your location, a cancellation fee of ₹30 to ₹50 may be charged to compensate the rider for their travel and time.

2. Order Cancellation by Vendor or Platform

On rare occasions, a vendor or GetIt may have to cancel an order. Reasons include:

• Requested items are out of stock or unavailable at the merchant's store.
• No delivery riders are available in your sector to accept the fulfillment job.
• The delivery address is outside our operational service zones (Jwalamukhi & Dharamshala).
• Force majeure events such as extreme weather, natural disasters, or government restrictions.

If your order is cancelled by us or the vendor, you will receive a 100% refund of any payment made.

3. Refund Eligibility Criteria

You may request a partial or full refund under the following circumstances:

• Damaged Products: The items delivered were damaged, broken, or in inedible condition due to poor handling by the rider or vendor (requires photo evidence within 15 minutes of delivery).
• Incorrect Items: The vendor delivered completely different items from what you ordered (requires photo evidence).
• Missing Items: Part of your order was paid for but missing from the delivery package.
• Severe Delay: The delivery was delayed by more than 60 minutes beyond the maximum estimated delivery time, and the delay was not caused by user unavailability or severe weather.

Refund requests must be submitted within 24 hours of order completion by tapping "Support" or raising a dispute in the app or emailing hyannsh@gmail.com.

4. Non-Refundable Items/Charges

The following are generally non-refundable:

• Change of mind after the order preparation has begun or delivery is in progress.
• Platform fees and GST charged on the service (unless the entire order is cancelled by the platform).
• Perishable items (like dairy, fresh fruits, vegetables, cooked meals) once accepted at delivery.
• Orders that failed to deliver due to incorrect phone numbers, closed doors, or receiver absence.

5. Refund Process and Timelines

Once a refund is approved by our support team or city manager:

• The refund will be initiated back to your original payment method (Credit Card, Debit Card, UPI, Netbanking, or Wallet) through our payment gateway partner, Cashfree.
• Processing Time: Refunds are processed immediately on our platform. However, it may take 5 to 7 business days for the bank to credit the refund back to your account.
• You will receive an email and SMS confirmation containing the transaction ID and refund reference details for audit.

6. Contact Us for Refund Support

For questions, disputes, or tracking refunds, please reach out to:

Customer Support Department
Email: hyannsh@gmail.com
Phone: +91 7018897425
Address: GetIt Technologies Pvt. Ltd., 176031 Jwalamukhi, Kangra, Himachal Pradesh, India