APNASEHER PRIVATE LIMITED
CANCELLATION, REFUND AND RETURN POLICY
Last Updated: 21/04/2026
1. PREAMBLE AND APPLICABILITY
This Cancellation, Refund and Return Policy ("Policy") governs the
cancellation of orders, processing of refunds, and handling of returns
for transactions conducted on the platform operated by Apnaseher Private
Limited ("Apnaseher", "We", "Us", "Our"). The platform includes the
website located at https://apnaseher.com, the 'Apnaseher' mobile
application, and any other associated digital interfaces (collectively,
the "Platform").
This Policy is an integral part of the Terms and Conditions and is
legally binding. By placing an order for any product or service on the
Platform, you, the customer ("You", "Your", "User"), signify your
unconditional acceptance of this Policy and agree to be bound by its
terms. This Policy is framed in compliance with the Consumer Protection
Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
2. APNASEHER'S ROLE AS A MARKETPLACE INTERMEDIARY
Apnaseher Private Limited is a technology company that operates as a
marketplace e-commerce entity and an intermediary as defined under the
Consumer Protection (E-Commerce) Rules, 2020, and the Information
Technology Act, 2000, respectively.
It is hereby expressly clarified that:
a) Apnaseher does not manufacture, produce, store, sell, or directly
provide any of the products or services listed on the Platform.
b) All products and services are offered for sale and provided by
independent third-party vendors, including restaurants, grocery stores,
pharmacies, sweet shops, bakeries, retailers, vehicle rental operators,
building material suppliers, and service providers ("Vendors").
c) Apnaseher's role is strictly limited to facilitating the transaction
between You and the Vendor by providing a technology platform for
order placement, payment processing, and coordinating with independent
delivery partners.
d) The contractual relationship for the sale and purchase of goods or
services is a bipartite contract exclusively between You and the
Vendor. Apnaseher is not a party to this contract and assumes no
liability arising from it.
3. DEFINITIONS
3.1. "Order" shall mean a confirmed request for the purchase of products
or services placed by a User through the Platform.
3.2. "Cancellation" shall mean the act of terminating a confirmed Order
prior to its fulfilment or delivery.
3.3. "Refund" shall mean the full or partial reimbursement of the amount
paid for an Order, processed in accordance with this Policy.
3.4. "Return" shall mean the process of a Customer sending back a
delivered physical product to the Vendor, applicable only to specific
categories of non-perishable goods as determined by the Vendor and
Apnaseher.
3.5. "Wallet Credit" shall mean a non-transferable, non-redeemable for
cash credit added to the Customer's registered Apnaseher account wallet,
which can be utilised for future purchases on the Platform.
3.6. "Parcel" shall mean any package, document, or consignment submitted
by a User for delivery via the Platform's Parcel Delivery module.
3.7. "Rental Vehicle" shall mean any vehicle listed by a Vendor under the
Vehicle Rental module and made available for hire through the Platform.
3.8. "Force Majeure Event" shall mean any event or circumstance beyond
the reasonable control of Apnaseher, the Vendor, or the Delivery Partner,
including but not limited to acts of God, war, riots, civil unrest,
strikes, lockouts, pandemics, epidemics, government-imposed restrictions,
or severe weather conditions.
4. GENERAL CANCELLATION POLICY
4.1. Customer-Initiated Cancellation
You may request to cancel an order through the 'My Orders' section of the
Platform. The ability to cancel an order is time-sensitive and is
contingent upon the order status. An order can only be cancelled if the
"Cancel Order" option is available for that specific order on the
Platform.
4.2. Cancellation Window
As a general rule, an order may be cancelled by You only before the
Vendor has accepted the order. Once the Vendor accepts the order, the
cancellation window closes, and cancellation may not be permitted. The
specific cancellation window for each service module is detailed in
Section 5 of this Policy.
4.3. Non-Cancellable Orders
Notwithstanding anything contained herein, an order shall be deemed
non-cancellable, and no refund shall be processed, under the following
circumstances:
a) The Vendor has accepted the order and commenced preparation,
processing, or packing.
b) The order has been dispatched by the Vendor or picked up by a Delivery
Partner.
c) The order is in transit to Your specified delivery address.
d) Delivery of the order has been attempted at Your address.
e) The order consists of perishable goods, medicines, custom-made items,
or products which are otherwise not eligible for cancellation post-
confirmation.
5. MODULE-SPECIFIC CANCELLATION AND REFUND RULES
The cancellation and refund terms vary based on the service module
selected by You.
5.1. Food, Sweets & Bakery
Due to the perishable and time-sensitive nature of food items, the
cancellation policy is strict.
Cancellation Permitted: You may cancel the order at any time before the
restaurant or Vendor accepts it. A full refund will be processed.
Cancellation Not Permitted: Once the restaurant or Vendor accepts the
order, it is considered confirmed and cannot be cancelled. No refund will
be issued in such cases, as the Vendor typically begins preparation
immediately upon acceptance.
Refund Claims: Claims for wrong, missing, or spoiled items must be raised
within 1 hour of delivery with clear photographic evidence. No refund
will be granted on the basis of taste, texture, spice level, portion
size, or any other subjective preference.
5.2. Grocery & Kirana
Cancellation Permitted: You may cancel the order before it has been
packed for dispatch by the Vendor. A full refund will be processed.
Cancellation Not Permitted: Once the Vendor has packed the order and it
is marked as "Ready for Dispatch" or has been picked up by a Delivery
Partner, the order cannot be cancelled.
Refund Claims: Claims for wrong, missing, damaged, or expired grocery
items must be raised within 24 hours of delivery with photographic
evidence. Partial refunds may be processed where only a portion of the
order is affected.
Returns: Sealed and unopened non-perishable grocery items may be eligible
for return at the sole discretion of the Vendor within 24 hours of
delivery. Perishable goods (fresh produce, dairy, frozen items) are
strictly non-returnable.
5.3. Pharmacy / Medicines
Cancellation Permitted: You may cancel a medicine order before the Vendor
has packed it for dispatch. A full refund will be processed.
Cancellation Not Permitted: Once the order is packed and marked "Ready
for Dispatch" or collected by a Delivery Partner, it cannot be cancelled.
Returns: Medicines are non-returnable once dispensed, except where:
a) The wrong medicine or incorrect dosage or strength was delivered.
b) The medicine delivered is past its expiry date.
c) The packaging is damaged, tampered with, or the seal is broken upon
delivery.
Refund Claims: Claims for eligible medicine issues must be raised within
24 hours of delivery with clear photographic evidence of the medicine,
label, and packaging.
Important: You are advised to verify your prescription and medicine
details carefully before placing an order. Apnaseher and the Vendor shall
not be liable for any adverse health consequences arising from the
consumption of medicines not intended for You.
5.4. Shop (Retail Products)
The cancellation of retail product orders is governed by the individual
Vendor's policy, which will be displayed on the product page or at the
time of checkout.
Cancellation Permitted: Orders can typically be cancelled before they are
shipped or dispatched by the Vendor. A full refund will be processed.
Post-Shipment: Once an order has been shipped, it cannot be cancelled.
You may be able to initiate a return request, subject to the Vendor's
return policy.
Returns: Returns may be accepted at the sole discretion of the Vendor if
the item is unused, in its original packaging with all tags and labels
intact, and the return request is raised within 48 hours of delivery.
The following retail items are non-returnable under any circumstances:
a) Innerwear, lingerie, and swimwear.
b) Personal hygiene and beauty products that have been opened or used.
c) Customised or made-to-order items.
d) Items that have been used, altered, or washed.
5.5. Building Materials & Bulk Orders
These orders involve significant logistical planning, labour, and
transportation arrangements.
Cancellation Permitted: You may cancel the order before the Vendor
accepts it. A full refund will be processed.
Cancellation Post-Acceptance: If You request cancellation after the
Vendor has accepted the order but before it has been dispatched, such
cancellation shall be at the sole discretion of the Vendor. The Vendor
may levy a cancellation fee of up to 20% of the total order value to
cover administrative, restocking, and logistical costs. This fee, if
applicable, will be deducted from the refund amount.
Cancellation Not Permitted: Once the order has been loaded for dispatch
or is in transit, it cannot be cancelled under any circumstances.
Delivery & Inspection: A tracking ID will be shared with You upon
dispatch. You must inspect the delivery at the time of receipt and note
any visible damage or discrepancy in the presence of the Delivery Partner
before signing acknowledgement of receipt.
Refund Claims: Claims for wrong, damaged, or short-quantity deliveries
must be raised within 24 hours of delivery with photographic and video
evidence.
Returns: Returns may be accepted by the Vendor for unused, uninstalled
material in original packaging within 24 hours of delivery. Cut-to-size
materials, cement, sand, aggregates, or any installed material are
non-returnable.
5.6. Parcel Delivery
Cancellation Permitted: You may cancel a pickup request at any time
before the Delivery Partner has been assigned or has started moving
towards the pickup location. A full refund of any service fee paid will
be processed.
Cancellation Not Permitted: Once the Delivery Partner has reached the
pickup location or has collected the Parcel, the service is considered to
have commenced and the order cannot be cancelled. The service fee and
applicable delivery charges will not be refunded.
Failed Delivery: If the Parcel cannot be delivered due to the recipient
being unavailable, an incorrect address, or an inaccessible location, the
Delivery Partner will make reasonable attempts to contact the recipient.
If delivery cannot be completed, the Parcel will be returned to the
sender and the delivery charge will not be refunded.
Loss or Damage Claims: Claims for a lost, undelivered, or damaged Parcel
must be raised within 24 hours of the expected delivery time through
official support channels. Apnaseher shall endeavour to facilitate a
resolution but assumes no financial liability for the value of the
Parcel's contents.
No Refund Where:
a) The Parcel contained prohibited items as listed in the Terms and
Conditions.
b) Damage was caused by inadequate packaging by the sender.
c) The Parcel was delivered to the correct address but the recipient
denies receipt without substantiation.
5.7. Vehicle Rental
Cancellation Permitted (Full Refund): Cancellation made more than 2 hours
before the scheduled pickup time. A full refund of the booking amount
will be processed.
Cancellation (Partial Refund): Cancellation made within 2 hours of the
scheduled pickup time. A cancellation fee of up to 50% of the booking
amount may be applicable and will be deducted from the refund.
No-Show: If You fail to be present at the pickup location at the
scheduled time without prior cancellation, no refund will be processed.
Vehicle Non-Arrival: If the Rental Vehicle does not arrive within a
reasonable time beyond the scheduled pickup time as indicated on the
Platform, You may be entitled to a full refund upon raising a complaint
through official channels.
No Refund Where:
a) You are dissatisfied with the vehicle model, colour, or features where
the delivered vehicle matches the booked category.
b) You terminate the rental period early. The full booking amount for the
agreed rental period shall remain chargeable.
c) Damage to the Rental Vehicle occurs during the rental period, which
shall be a matter between You and the Vendor.
Disputes: Any dispute regarding vehicle damage, deposit deductions, or
service quality must be raised within 12 hours of the completion of the
rental period through official support channels.
6. CANCELLATION BY APNASEHER OR VENDOR
Apnaseher or the Vendor reserves the right to cancel an order, in whole
or in part, under the following circumstances, without limitation:
a) The product is out of stock with the Vendor.
b) The delivery location provided by You is unserviceable or falls outside
the designated delivery zones.
c) Failure to contact You by phone at the time of order confirmation or
delivery.
d) You have provided invalid or insufficient address details.
e) The transaction is identified as fraudulent or in violation of the
Terms and Conditions.
f) Occurrence of a Force Majeure Event.
In the event of such a cancellation, any amount paid by You for the order
will be refunded in full to the original payment source or as Wallet
Credit, in accordance with Section 7 of this Policy. Apnaseher shall have
no further liability for any compensation or damages arising from such
cancellation.
7. REFUND POLICY
7.1. Eligibility
Refunds are processed only for orders cancelled in accordance with this
Policy, or where a valid claim under Section 5 has been verified by
Apnaseher and/or the Vendor. Where only part of an order is affected,
Apnaseher may process a partial refund proportionate to the affected
item(s).
7.2. Evidence Requirements
To process any claim, Apnaseher reserves the right to require You to
provide clear, unedited evidence, which may include:
a) Photographs or videos clearly showing the issue (e.g., damaged item,
wrong item, tampered packaging, expiry date visible on label).
b) Images of the invoice or bill.
c) Images of the packaging, including labels or batch numbers.
Failure to provide adequate evidence within a reasonable time may result
in the rejection of the claim.
7.3. Refund Timelines
Estimated timelines for refund processing are as follows:
a) Wallet Credit: Instant to 24 hours.
b) UPI / Net Banking: 2 to 5 business days.
c) Debit / Credit Cards: 5 to 10 business days.
Apnaseher shall not be liable for any delays in refund processing caused
by banks or payment gateways.
7.4. Mode of Refund
Approved refunds will be credited to the original payment source used at
the time of placing the order (credit card, debit card, net banking, UPI),
or as Wallet Credit, at the discretion of Apnaseher.
7.5. Cash on Delivery (COD) Orders
For COD orders, refunds will be processed electronically, either as
Wallet Credit or through a bank transfer or UPI, for which You will be
required to provide necessary bank details. Under no circumstances will
a cash refund be provided at Your doorstep.
7.6. Non-Refundable Charges
The following charges are non-refundable:
a) Platform convenience fees.
b) Payment gateway charges.
c) Delivery charges, where a Delivery Partner has been assigned and has
commenced travel, unless the cancellation is initiated by Apnaseher
or the Vendor.
d) Cancellation fees as specified for certain modules (e.g., Building
Materials, Vehicle Rental).
8. NON-REFUNDABLE SCENARIOS
Apnaseher shall not be liable to process any refund or replacement in the
following scenarios, in addition to any module-specific exclusions in
Section 5:
8.1. You change your mind about the order after it has been prepared or
dispatched.
8.2. Issues related to subjective taste, flavour, texture, or personal
preference for food items.
8.3. You provided an incorrect, incomplete, or invalid delivery address or
contact number, leading to a failed delivery attempt.
8.4. You were unreachable, did not answer calls, or refused to accept the
delivery at the time of arrival.
8.5. Delivery delays caused by Force Majeure Events or other factors
beyond the reasonable control of the Platform, Vendor, or Delivery
Partner.
8.6. The claim is found to be false, frivolous, or unverifiable upon
investigation.
8.7. The product has been used, consumed, or tampered with by You, except
where necessary to ascertain a valid quality or safety complaint.
8.8. The complaint is raised outside the timeframes specified in this
Policy.
8.9. The item was delivered in good condition but was subsequently
mishandled by You (e.g., failure to refrigerate perishable items).
9. RETURN POLICY
Returns of delivered products are subject to the module-specific terms
set out in Section 5 of this Policy and the individual Vendor's return
policy, which will be available on the product page. You are advised to
review the Vendor's return policy before placing an order.
Apnaseher, as a marketplace intermediary, does not directly handle
physical returns. All return requests must be raised through the official
support channels listed in Section 13, and Apnaseher will facilitate
communication between You and the Vendor to resolve the matter.
The following items are non-returnable under any circumstances across all
modules:
a) Perishable items including cooked food, fresh produce, dairy, and
frozen goods.
b) Medicines and pharmaceutical products, except on grounds specified in
Section 5.3.
c) Items with hygiene concerns including opened personal care products,
undergarments, and masks.
d) Customised or made-to-order items.
e) Any product that has been used, consumed, opened, installed, or altered
by You.
f) Cut-to-size or bulk building materials once delivered.
10. USER MISUSE AND ABUSE PREVENTION
Apnaseher maintains a zero-tolerance policy towards the abuse of its
platform and policies. Apnaseher reserves the right to monitor User
activity on the Platform. Any activity deemed to be misuse, including but
not limited to excessive or fraudulent cancellation or refund claims,
creating multiple accounts to exploit promotions, collusion with Vendors
or Delivery Partners, or providing false information, will result in
strict action. Such actions may include:
10.1. Denial of current and future claims.
10.2. Disabling of the Cash on Delivery (COD) payment option.
10.3. Temporary or permanent suspension or deactivation of the User's
account.
10.4. Forfeiture of any Wallet Credits or promotional benefits.
10.5. Initiation of legal proceedings to recover damages for fraud or
other unlawful acts.
11. LIMITATION OF LIABILITY
Apnaseher's liability in respect of any order is strictly limited to the
value of the said order. Apnaseher shall not be liable for any issues
related to the quality, quantity, or fitness of the products, or for any
failure or delay on the part of the Vendor or Delivery Partner. All such
claims must be directed to the respective Vendor. In no event shall
Apnaseher be liable for any indirect, incidental, special, or
consequential damages.
12. MODIFICATION OF POLICY
Apnaseher reserves the right to modify, amend, or update this Policy at
any time without prior notice. The updated Policy will be effective
immediately upon being posted on the Platform. It is Your responsibility
to review this Policy periodically for any changes. Your continued use of
the Platform following the posting of any changes constitutes acceptance
of the revised Policy.
13. GOVERNING LAW AND JURISDICTION
This Policy shall be governed by and construed in accordance with the
laws of India. Any disputes arising out of or in connection with this
Policy shall be subject to the exclusive jurisdiction of the competent
courts in Anand, Gujarat, India.
14. GRIEVANCE REDRESSAL
For any queries, concerns, or disputes related to cancellations, refunds,
or returns, You may contact our Grievance Officer through the following
official channels:
a) In-app support chat or ticket system.
b) Email: support@apnaseher.com
c) Phone: +91 7861889625
Complaints raised on social media or other unofficial platforms will not
be considered as formal claims and must be routed through the official
channels above for resolution.
Grievance Officer (in accordance with the Information Technology Act,
2000 and rules made thereunder):
Name: Rahin Malek
Designation: Grievance Officer
Company: Apnaseher Private Limited
Address: 100ft Road, Anand, Gujarat – 388001, India
Email: support@apnaseher.com
Response Time: Within 30 days of receiving the grievance
If your grievance is not resolved to your satisfaction within the
prescribed period, you may approach the appropriate consumer forum under
the Consumer Protection Act, 2019.
