Refund and Cancellation Policy

Effective Date: 09/12/2025

Clear guidelines for cancellations and refunds on all Sooperbuddy orders

This Refund and Cancellation Policy applies to all orders placed through the Sooperbuddy Customer App, operated by Sooperbuddy.

1 Cancellation Policy

Stage of Order	Cancellation Status	Refund Eligibility
A. Before Merchant Acceptance	Allowed immediately.	100% Refund of the order value and any payment gateway charges.
B. After Merchant Acceptance	Not generally allowed, subject to review.	No Refund typically, as the Merchant may have started preparing the order.
C. After Rider Pickup	Not Allowed.	No Refund. The service is fully engaged, and the order is in transit.

Specific Cancellation Scenarios:

Merchant-Initiated Cancellation

If the Merchant (e.g., restaurant or store) cancels an order due to item unavailability, store closure, or any other reason, you will be eligible for a 100% Refund.

Sooperbuddy-Initiated Cancellation

If Sooperbuddy cancels an order due to non-availability of Riders, technical issues, or extreme weather conditions, you will be eligible for a 100% Refund.

Fraudulent Orders

Sooperbuddy reserves the right to cancel any order we deem suspicious or fraudulent.

2 Refund Policy

Refunds are issued based on the scenario outlined in the Cancellation Policy above or if the order was incomplete, incorrect, or significantly late, as determined by our support team.

A. Incomplete/Incorrect Order

If you receive an incorrect order or if items are missing:

• Action: You must contact Sooperbuddy Customer Support within [15 minutes] of receiving the delivery.
• Assessment: We will verify the claim with the Merchant and Rider.
• Refund: If the claim is validated, we will offer a partial or full refund for the affected item(s), or arrange a redelivery if feasible, at our discretion.

B. Quality/Packaging Issues

For issues related to the quality of the item (e.g., food quality, product defect), the primary responsibility lies with the Merchant.

• Action: Contact Sooperbuddy Support with evidence (photos, details). We will mediate with the Merchant.
• Refund: Refunds in this scenario are handled on a case-by-case basis and may be subject to the Merchant's individual policy.

C. Failed Delivery

If a delivery fails due to circumstances outside the control of the Rider (e.g., customer not reachable at the provided address, wrong address provided, customer refusing delivery), the order will be considered complete, and No Refund will be issued.

3 Refund Processing

Method

All eligible refunds will be processed back to the original payment method used for the transaction.

Timeframe

Once a refund is approved by Sooperbuddy, the amount will be processed within [5-7] business days. Please note that the time taken for the amount to reflect in your bank account or statement is dependent on your bank or payment gateway provider.

4 Contact Us

For any cancellation or refund requests, please contact our Customer Support team immediately:

Department	Contact Method	Details
Customer Support	Email	[email protected]
Customer Support	Phone	+91 7088708820

This policy provides clear guidelines for when a customer can expect a refund, which is essential for managing expectations on a delivery platform.