This Refund & Cancellation Policy explains when and how orders placed through ChatBizz, operated by NAIM KIRANA, can be cancelled and refunded. It applies to product orders from shops and to paid pickup/service requests made in the App.
1. Cancelling an order
- Before the shop accepts / before dispatch: you can cancel a product order at no charge, and any amount paid is refunded in full.
- After the shop has accepted but before dispatch: cancellation may be allowed; any non-recoverable charges already incurred (for example a delivery partner already en route) may be deducted from the refund.
- After dispatch / out for delivery: orders generally cannot be cancelled, because the goods and the delivery are already in progress.
2. Paid pickup / service requests
- A pickup/service request can be cancelled for a full refund before a delivery partner accepts it.
- Once a delivery partner has accepted the request, the service is treated as in progress; the service fee may be non-refundable, though the delivery portion may be refunded if the service could not be completed for reasons attributable to us or the partner.
3. When you are entitled to a refund
You are eligible for a refund where:
- your payment was charged but the order/service was not delivered or could not be fulfilled;
- you were charged more than the amount shown at checkout;
- the item delivered was materially wrong, damaged, or defective and you report it promptly (see below);
- a duplicate or failed-but-charged transaction occurred.
4. Damaged, wrong, or missing items
If an item arrives damaged, incorrect, or missing, contact us within 24 hours of delivery with your order details and, where possible, a photo. Approved cases are refunded or, where the shop agrees, replaced.
5. How refunds are issued
- Approved refunds are returned to the original payment method through our payment partner, Cashfree Payments.
- Refunds are typically initiated within 2–3 business days of approval and, depending on your bank or card issuer, may take a further 5–7 business days to reflect in your account.
- We do not refund to a different account or as cash.
6. Non-refundable amounts
- Delivery charges once the order has been dispatched or delivered.
- Service fees for a pickup/service already accepted and performed.
- Orders cancelled by the customer after dispatch, except where the goods are faulty or not as described.
7. How to request a cancellation or refund
Use the order/chat screen in the App where a cancellation option is shown, or email mohammedimrankk@gmail.com with your order ID and the reason. We aim to respond within 2 business days.
8. Changes to this policy
We may update this policy from time to time; the "Last updated" date above reflects the latest version.