Refund and Cancellation Policy

You can cancel an order from the order tracking page for free, in full, as long as it's still:

• Placed — the shop hasn't accepted it yet, or
• Accepted — but only within 5 minutes of placing it

This applies whether or not you've already paid online — cancelling an already-paid order simply triggers a refund (see below). Once a shop marks your order as being prepared, it can no longer be cancelled from your side — at that point, message the shop directly through the order chat, since they may already have started work on it.

• Cash on delivery orders — nothing was charged, so there's nothing to refund. Cancelling just closes the order.
• Paid online, not yet charged — if payment hadn't completed at the time of cancellation, no charge occurs.
• Paid online and charged — we initiate a refund to your original payment method immediately on cancellation. Refunds typically reflect in your account within 5–7 business days, depending on your bank or UPI provider — this is a banking timeline outside our control, not a delay on our end.

A shop may reject an order it can't fulfil — most commonly because an item went out of stock after you ordered. When this happens:

• You're notified immediately with the reason
• If you paid online, a refund is triggered automatically — your order page shows whether it processed immediately, is pending with the payment provider, or needs manual follow-up, rather than a generic "refund initiated" message
• We show you other nearby shops that can fulfil the same order, so you're not left starting your search over

If the shop rejects your uploaded prescription (for example, it's unclear or doesn't match the medicine ordered), the order is cancelled and refunded under the same rule as section 3 — you're shown the specific reason and can place a fresh order with a corrected prescription.

If you just need to add or remove an item rather than cancel the whole order, you can edit it directly from the order page within the same 5-minute / pre-preparation window described above — no cancellation or refund needed for that.

If an order arrives incomplete, damaged, or not as described, message the shop directly through the order chat first — most issues are resolved there directly with the person who packed your order. If it isn't resolved, use the "raise a complaint" option on the order, which brings our support team into the same conversation and creates a tracked ticket. We don't route this through a generic ticket queue that goes nowhere.

We can't refund an order once it's been marked delivered and no complaint is raised within 48 hours, or where a dispute is found to be based on inaccurate claims after investigation by our support team.