At PeddalDrop, we strive to ensure a smooth and reliable delivery experience across all the item categories we move — food and tiffin orders, documents, keys, spectacles, and other personal or merchant items. We understand that plans change, and issues can sometimes arise with your order. This document outlines our policy regarding order cancellations and refunds.
Sections 1 and 3 below apply differently depending on whether your order was placed through a merchant on the PeddalDrop app (e.g. food, tiffin, store items) or as a direct pickup-and-drop / courier request (e.g. documents, keys, spectacles, parcels) with no merchant involved. Please refer to the relevant sub-section for your order type.
1. Order Cancellation by Customer
Because orders are processed promptly to ensure freshness, security, and speed, cancellation permissions depend on the order type and its status:
1a. Merchant Orders (food, tiffin, store/pharmacy items, etc.)
- Before Merchant Acceptance: You can cancel your order free of charge directly in the app before the restaurant or store accepts it. A full refund will be initiated immediately.
- After Merchant Acceptance: Once the store or restaurant accepts your order, cancellation may incur a fee up to 100% of the order value to cover non-reusable or perishable items and merchant preparation costs.
- After Dispatch: Orders cannot be canceled once the delivery rider has picked up the order and is en route.
1b. Direct Pickup & Drop / Courier Orders (documents, keys, spectacles, parcels, etc.)
- Before Rider Assignment: You can cancel free of charge before a rider is assigned to your request. A full refund will be initiated immediately.
- After Rider Assignment, Before Pickup: A nominal cancellation fee may apply to cover the rider's travel to the pickup point.
- After Pickup: Orders cannot be canceled once the rider has collected the item and is en route to the drop location. In such cases, you may instead contact Support to redirect or reschedule the drop where feasible.
2. Order Cancellation by PeddalDrop or Merchant
An order may be canceled by us or the merchant under exceptional circumstances, including but not limited to:
- Ordered items being out of stock (merchant orders only).
- Inability to assign a delivery rider due to extreme weather, high demand, or route/distance constraints.
- Incorrect, incomplete, or unreachable pickup/delivery address provided by the user.
- The item to be picked up is prohibited, unsafe, or materially different from what was declared at booking (e.g. undeclared fragile, hazardous, or high-value items).
- Unreachability of the customer or recipient via phone or door call upon arrival, at either pickup or drop.
3. Eligibility for Refunds
You may be eligible for a full or partial refund under the following circumstances:
- Missing or Incorrect Items: If an item is missing from your delivery or you received the wrong item.
- Damaged Items: If items arrived damaged or unfit for use — including, for food/tiffin orders, severely spilled or unfit-for-consumption items, and for other categories (documents, keys, spectacles, parcels), items visibly broken, torn, or damaged in transit.
- Significant Delay: If your delivery is delayed well beyond the estimated arrival time due to factors within our control.
- Non-Delivery: If the order was marked as delivered but never arrived at the intended recipient.
To request a refund, please report the issue via the Help / Support section in the app within 24 hours of delivery (or of the expected delivery time, for non-delivery claims), along with supporting photos where applicable.
3A. Fraud Prevention & Misuse of Refunds
PeddalDrop reserves the right to investigate, reject, or reverse any refund request suspected of being fraudulent, exaggerated, or made in bad faith, including but not limited to repeated claims of "missing" or "damaged" items on the same account, claims unsupported by evidence, or attempts to obtain both a delivered item and a refund for it. Accounts found to be misusing the refund process may be suspended, and PeddalDrop reserves the right to recover wrongfully refunded amounts and to report fraudulent payment activity, including chargebacks, to Razorpay and other relevant authorities.
Once a refund request is reviewed and approved by our support team, the processing time depends on your chosen refund method:
| Payment Method | Estimated Refund Processing Time |
|---|---|
| In-App Wallet / Credits | Instant (within 1-2 hours) |
| UPI / Digital Wallets | 24 to 48 hours |
| Credit / Debit Card | 3 to 7 business days |
| Net Banking | 3 to 5 business days |
Note: The timelines above reflect the time PeddalDrop and our payment partner (Razorpay) take to initiate the refund. The actual date the amount reflects in your account may vary depending on your bank or card issuer's own processing time.
5. Grievance Officer
In accordance with applicable Indian law, for any complaints or concerns regarding cancellations, refunds, or payments, you may contact our Grievance Officer:
- Name: Rashmi Bapat
- Email: Contact@peddaldrop.com
- Helpline: +91 92701 98826
We aim to acknowledge grievances within 48 hours and resolve them within 15 business days.
6. Contact Us
If you have questions regarding an existing refund or need assistance with a canceled order, please reach out to us:
- Email: contact@peddaldrop.com
- Helpline: +91 92701 98826
7. Limitation of Liability
To the maximum extent permitted by applicable law, PeddalDrop's total liability for any single order — whether arising from cancellation, refund, delay, or otherwise — shall not exceed the amount actually paid by the customer for that order, or the declared value of the item stated at booking, whichever is higher. PeddalDrop shall not be liable for any indirect, incidental, or consequential loss. This clause does not exclude any liability that cannot be excluded under applicable Indian consumer protection law.
8. Indemnification
The customer agrees to indemnify PeddalDrop, its proprietor, and its PeddalRiders against any claims or losses arising from inaccurate information provided by the customer, misuse of the refund process, or fraudulent payment activity (including unwarranted chargebacks) initiated by the customer.
9. Dispute Resolution
Any dispute regarding a cancellation or refund shall first be raised with the Grievance Officer under Section 5. If unresolved within 30 days, either party may refer the dispute to arbitration under the Arbitration and Conciliation Act, 1996, seated in Pune, Maharashtra, conducted in English. This does not affect the customer's right to approach a consumer forum under applicable Indian consumer protection law.
10. Amendments
PeddalDrop reserves the right to update this policy at any time. Material changes will be notified via the app or website, and continued use of the platform after such changes constitutes acceptance of the revised policy.
11. Governing Law
This policy is governed by the laws of India, and, subject to Section 9 (Dispute Resolution), any disputes arising from it shall be subject to the exclusive jurisdiction of the courts at Pune, Maharashtra.