Cancellation and Refund Policy

Last updated: January 2025

1. Overview

At Droplin, we strive to provide excellent delivery services. However, we understand that circumstances may arise where you need to cancel an order or request a refund. This policy outlines our cancellation and refund procedures to ensure transparency and customer satisfaction.

2. Cancellation Policy

2.1 Cancellation Timeframes

You can cancel your delivery order at different stages with varying refund eligibility:

  • Before Pickup: Full refund available
  • During Transit: Partial refund based on distance covered
  • After Delivery Attempt: No refund for completed deliveries

2.2 How to Cancel

You can cancel your order through:

  • Droplin mobile app
  • Customer support hotline
  • Email support
  • Live chat on our website

2.3 Cancellation Fees

Cancellation fees may apply based on the stage of delivery:

  • No fee for cancellations before pickup
  • ₹50 fee for cancellations during transit
  • Full charge for cancellations after delivery attempt

3. Refund Policy

3.1 Refund Eligibility

Refunds are available in the following circumstances:

  • Order cancelled before pickup
  • Service not provided as promised
  • Package lost or damaged during transit
  • Delivery delays beyond our control
  • Technical issues preventing service completion

3.2 Refund Amounts

Refund amounts are calculated as follows:

  • 100% Refund: Cancellation before pickup
  • 75% Refund: Cancellation within first 25% of delivery distance
  • 50% Refund: Cancellation within 25-50% of delivery distance
  • 25% Refund: Cancellation within 50-75% of delivery distance
  • No Refund: Cancellation after 75% of delivery distance

3.3 Refund Processing Time

Refunds are typically processed within:

  • 3-5 business days for credit/debit cards
  • 1-2 business days for UPI payments
  • 5-7 business days for net banking
  • Immediate for wallet credits

4. Service Issues and Compensation

4.1 Late Deliveries

If your delivery is significantly delayed:

  • Free delivery for delays over 2 hours (Express)
  • 50% refund for delays over 4 hours (Same-day)
  • Full refund for delays over 24 hours (Standard)

4.2 Damaged Packages

For damaged packages during transit:

  • Full refund of delivery charges
  • Compensation up to package value (with insurance)
  • Investigation and resolution within 48 hours

4.3 Lost Packages

In case of lost packages:

  • Full refund of delivery charges
  • Compensation up to ₹10,000 (with insurance)
  • Thorough investigation and tracking
  • Regular updates on investigation progress

5. Requesting a Refund

5.1 How to Request

To request a refund, please provide:

  • Order number or tracking ID
  • Reason for refund request
  • Supporting documentation (if applicable)
  • Preferred refund method

5.2 Required Information

When submitting a refund request, include:

  • Your name and contact information
  • Original payment method details
  • Date and time of the issue
  • Description of the problem
  • Photos or evidence (if applicable)

5.3 Refund Methods

Refunds are processed through the original payment method:

  • Credit/Debit cards: Refunded to original card
  • UPI: Refunded to original UPI ID
  • Net Banking: Refunded to original account
  • Wallet: Credited back to wallet

6. Exceptions and Special Cases

6.1 Force Majeure

We are not liable for delays or cancellations due to:

  • Natural disasters
  • Government restrictions
  • Civil unrest
  • Weather conditions
  • Other unforeseen circumstances

6.2 Customer Errors

No refunds are provided for:

  • Incorrect delivery addresses
  • Unavailable recipients
  • Incomplete or inaccurate package information
  • Failure to meet pickup requirements

6.3 Business Accounts

Business customers may have different terms:

  • Volume-based refund policies
  • Extended cancellation windows
  • Custom compensation agreements
  • Dedicated account management

7. Dispute Resolution

If you disagree with our refund decision:

  1. Contact our customer support team
  2. Provide additional evidence or documentation
  3. Request escalation to a supervisor
  4. Submit formal complaint if necessary

We aim to resolve all disputes within 7 business days.

8. Contact Information

For cancellation and refund inquiries, contact us:

Customer Support: support@droplin.app

Refund Department: refunds@droplin.app

Phone: +91-9112205052

Hours: 24/7 customer support

9. Policy Updates

This cancellation and refund policy may be updated periodically. We will notify users of any significant changes through:

  • Email notifications
  • App notifications
  • Website announcements
  • Social media updates

Continued use of our services after policy updates constitutes acceptance of the new terms.