REFUND, CANCELLATION & RETURN POLICY
FOR
APNASEHER PRIVATE LIMITED
Registered Office: 100ft Road, Anand, Gujarat – 388001, India
Corporate Identity Number: U63120GJ2026PTC176253
Support Email: support@apnaseher.com
Support Phone: +91 7861889625
Website: https://apnaseher.com
Effective Date: 21/04/2026
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1. PREAMBLE & INTRODUCTION
This Refund, Cancellation & Return Policy ("Policy") is a legally binding
agreement between you, the user ("Customer" or "You"), and Apnaseher
Private Limited ("Apnaseher", "We", "Us", or "Our"). This Policy governs
all transactions conducted on the Apnaseher platform, which includes our
mobile application and website (collectively, the "Platform").
Apnaseher operates as a technology platform and an "intermediary" as
defined under the Information Technology Act, 2000. It functions as a
hyperlocal multi-vendor marketplace, facilitating connections between
Customers and independent third-party vendors ("Vendors"), which include,
but are not limited to, restaurants, grocery stores, retailers, pharmacies,
local merchants, vehicle rental operators, building material suppliers, and
service providers.
The contract for the sale of goods or provision of services is a bipartite
contract strictly between the Customer and the Vendor. Apnaseher is not the
seller of record and does not own, prepare, control, or manage the products
or services offered by Vendors. All orders ("Orders") are prepared, sold,
and fulfilled by these independent Vendors, either through their own
delivery mechanisms or through third-party delivery partners ("Delivery
Partners").
This Policy outlines the definitive procedures for cancellations, refunds,
and returns across all modules available on the Platform, and is an
integral part of our Terms and Conditions. By placing an Order on the
Platform, you signify your unconditional acceptance of and agreement to be
bound by this Policy. This Policy is framed in strict compliance with the
applicable laws of India, including the Consumer Protection Act, 2019 and
the Consumer Protection (E-Commerce) Rules, 2020.
2. DEFINITIONS
Unless the context otherwise requires, the following terms shall have the
meanings ascribed to them hereunder:
2.1. "Order" shall mean a confirmed request for the purchase of products or
services placed by a Customer through the Platform.
2.2. "Refund" shall mean the full or partial reimbursement of the amount
paid for an Order, processed in accordance with this Policy.
2.3. "Cancellation" shall mean the act of terminating a confirmed Order
prior to its fulfilment or delivery.
2.4. "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.
2.5. "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.
2.6. "Non-Returnable Item" includes, without limitation, perishable items
(e.g., cooked food, fresh produce, dairy, medicines), items with hygiene
concerns (e.g., personal care, undergarments, masks), customised items, and
any product that has been used, consumed, opened, or altered by the
Customer.
2.7. "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.
2.8. "Parcel" shall mean any package, document, or consignment submitted by
a Customer for delivery via the Platform's Parcel Delivery module.
2.9. "Rental Vehicle" shall mean any vehicle listed by a Vendor under the
Vehicle Rental module and made available for hire through the Platform.
3. GENERAL PRINCIPLES
3.1. All requests for refunds, cancellations, or returns are subject to a
thorough case-by-case evaluation. The grant of any remedy is not automatic
and is contingent upon the verification of the claim by Apnaseher and/or
the concerned Vendor.
3.2. Apnaseher reserves the right to request documentary and other evidence
(including, but not limited to, photographic and video evidence) and to
conduct an investigation into any claim. The decision rendered by Apnaseher
following such a review shall be communicated to the Customer and shall be
subject to Applicable Law, including the Consumer Protection Act, 2019.
Customers who are dissatisfied with the outcome may escalate their grievance
to the Grievance Officer as detailed in Section 16.
3.3. Apnaseher actively monitors user activity for fraudulent behaviour,
including but not limited to making frivolous or baseless claims. We reserve
the right to take any and all preventative or punitive measures to curb the
abuse of this Policy, which may include account suspension or legal action.
3.4. The timelines for processing refunds are estimates and may vary
depending on the payment method, banking partners, and other external
factors. Apnaseher shall not be held liable for any delays attributable to
third-party payment gateways or financial institutions.
3.5. Where only part of an Order is affected by an eligible issue (e.g., one
item out of several is missing or damaged), Apnaseher may, at its
discretion, process a partial refund proportionate to the affected item(s)
rather than a full Order refund.
4. CANCELLATION BY CUSTOMER
4.1. A Customer may cancel an Order without incurring any cancellation fee
within a limited time window after placing it, typically before the Vendor
has accepted the Order. This window will be clearly indicated on the Order
tracking interface.
4.2. Once a Vendor has accepted the Order and commenced preparation (for
food) or processing/dispatch (for goods/services), the option to cancel the
Order may be disabled.
4.3. Should a Customer request cancellation after Order preparation or
processing has commenced, Apnaseher shall be entitled, at its sole
discretion, to charge a cancellation fee. This fee is intended to compensate
the Vendor for costs incurred and may be equivalent to the full value of the
Order.
4.4. A discernible pattern of repeated or suspicious cancellations by a
Customer shall be deemed an abuse of the Platform, which may lead to
consequences including, but not limited to, the disabling of the Cash on
Delivery (COD) option, account suspension, or permanent deactivation.
5. CANCELLATION BY VENDOR / PLATFORM
5.1. An Order may be cancelled by the Vendor or Apnaseher under
circumstances including, but not limited to, the following:
a. The product(s) ordered are out of stock or otherwise unavailable.
b. The Vendor's establishment is closed or unable to fulfil the Order due to
operational constraints.
c. The delivery address falls outside the designated Serviceable Area.
d. A failure of technology or a technical glitch prevents the Order from
being processed.
e. The transaction is suspected to be fraudulent or in violation of the
Terms and Conditions.
f. There are legitimate safety concerns for the Delivery Partner or quality
concerns with the Order.
g. A Force Majeure Event prevents the fulfilment of the Order.
5.2. In the event of such a cancellation, if the Customer has already made
payment, the full amount of the Order will be refunded to the Customer's
original payment source or as Wallet Credit, in accordance with this Policy.
Apnaseher shall have no further liability for any compensation or damages
arising from such cancellation.
6. REFUND ELIGIBILITY — GENERAL (ALL MODULES)
A refund or replacement may be initiated for an Order only upon successful
verification of a claim related to one or more of the following issues,
provided the issue is reported through official channels within the
stipulated time (typically within 2 hours of delivery for perishable goods
and within 24 hours of delivery for all other items, unless a module-
specific timeline specified in Sections 7 through 10 applies):
6.1. Order Not Delivered: The Customer did not receive the Order despite it
being marked as delivered.
6.2. Wrong Item Delivered: The item(s) received are materially different
from what was ordered.
6.3. Missing Item: One or more items from the Order are missing from the
package.
6.4. Damaged Item: The product is physically damaged, broken, or has
tampered packaging at the time of delivery.
6.5. Expired Item: The product received is past its expiry or best before
date.
6.6. Spoiled / Unsafe Item: The food or perishable item is rotten,
contaminated, or otherwise unfit for human consumption, as substantiated by
clear evidence.
6.7. Duplicate Payment: The Customer was erroneously charged more than once
for the same Order.
6.8. Significant Quality Issue: The product has a significant, verifiable
quality defect. This does not include subjective preferences regarding taste,
texture, or appearance.
6.9. Incorrect Pricing: The Customer was charged a price higher than the
price displayed on the Platform at the time of ordering, due to a technical
error.
7. MODULE-SPECIFIC CANCELLATION & REFUND TERMS
7A. FOOD, SWEETS & BAKERY
7A.1. Cancellation is permitted only before the Vendor accepts the Order.
Once preparation has commenced, cancellation is not permitted and no refund
will be issued except where the cancellation is initiated by the Vendor or
Platform under Section 5.
7A.2. Claims for wrong, missing, or spoiled items must be raised within 1
hour of delivery, accompanied by clear photographic evidence.
7A.3. Refunds will not be granted on the basis of taste, texture, spice
level, portion size, or any other subjective preference.
7A.4. Food items are strictly non-returnable owing to their perishable
nature and food safety requirements.
7B. GROCERY & KIRANA
7B.1. Claims for wrong, missing, damaged, or expired grocery items must be
raised within 24 hours of delivery with photographic evidence.
7B.2. Sealed and unopened non-perishable grocery items may be eligible for
return at the sole discretion of the Vendor, provided the return request is
raised within 24 hours of delivery. Perishable grocery items (fresh produce,
dairy, frozen goods) are non-returnable.
7B.3. Partial refunds may be processed where only a portion of the grocery
Order is affected.
7C. PHARMACY / MEDICINES
7C.1. All medicine and pharmaceutical product sales are governed by
applicable drug laws and regulations in India. Returns and refunds for
medicines are subject to strict limitations.
7C.2. Medicines are non-returnable once dispensed, except in the following
circumstances:
a. The wrong medicine or incorrect dosage/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.
7C.3. Claims must be raised within 24 hours of delivery with photographic
evidence of the medicine, label, and packaging.
7C.4. Refunds for eligible medicine claims will be processed to the original
payment source or as Wallet Credit, at Apnaseher's discretion.
7C.5. Customers are advised to verify their prescriptions 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 the Customer.
7D. SHOP (RETAIL GOODS)
7D.1. Claims for wrong, missing, or damaged retail goods must be raised
within 24 hours of delivery with photographic evidence.
7D.2. Returns of retail goods 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.
Return eligibility, conditions, and any applicable restocking fees are
governed by the Vendor's individual return policy listed on the Platform.
7D.3. 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.
7D.4. Where a return is accepted by the Vendor, the Customer must ensure
the item is repackaged appropriately. The Delivery Partner assigned for the
return pickup must be handed the item in its original condition. Apnaseher
shall not be liable for any damage occurring to the item after it leaves the
Customer's possession.
7E. BUILDING MATERIALS
7E.1. Claims for wrong, damaged, or short-quantity deliveries of building
materials must be raised within 24 hours of delivery, with photographic and
video evidence of the delivered items and the delivery packaging.
7E.2. Returns of building materials may be accepted at the sole discretion
of the Vendor if:
a. The material is unused, uninstalled, and in its original packaging.
b. The return request is raised within 24 hours of delivery.
c. The quantity delivered is demonstrably short or incorrect.
7E.3. The following building material items are non-returnable:
a. Cut-to-size materials (pipes, wire, tiles, rods) that have been
customised to specified dimensions.
b. Cement, sand, aggregates, or other bulk loose materials once delivered.
c. Any material that has been installed, applied, or used in any manner.
7E.4. Delivery of building materials is carried out manually, and a
tracking ID will be shared with the Customer upon dispatch. The Customer
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.
7E.5. Restocking fees, if any, applicable to returned building materials
shall be communicated by the Vendor at the time of return approval and will
be deducted from the refund amount.
7F. PARCEL DELIVERY
7F.1. Once a Parcel Delivery Order is accepted by a Delivery Partner and
the Parcel is in transit, cancellation is not permitted.
7F.2. Cancellation may be requested before the Delivery Partner has
accepted the Order, without any cancellation fee.
7F.3. In the event of a failed delivery (i.e., the Parcel could not be
delivered due to a recipient being unavailable, incorrect address, or
inaccessible location), the Delivery Partner will make reasonable attempts
to contact the recipient. If delivery cannot be completed after such
attempts, the Parcel will be returned to the sender and the delivery charge
will not be refunded.
7F.4. Claims for a lost, undelivered, or damaged Parcel must be raised by
the Customer (sender) within 24 hours of the expected delivery time by
contacting the Grievance Officer detailed in Section 16.
7F.5. Apnaseher shall endeavour to facilitate a resolution between the
sender and the Delivery Partner but assumes no financial liability for the
loss, damage, or delay of any Parcel. Refund of the delivery charge for a
lost Parcel will be considered on a case-by-case basis. No compensation
will be provided for the value of the Parcel's contents.
7F.6. Customers are strongly advised not to send high-value, fragile, or
irreplaceable items via the Platform's Parcel Delivery module without
obtaining appropriate insurance independently. Apnaseher does not provide
or arrange insurance for Parcels.
7F.7. No refund or liability will apply where:
a. The Parcel contained prohibited items as listed in the Terms and
Conditions.
b. The 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.
7G. VEHICLE RENTAL
7G.1. Cancellation of a confirmed Vehicle Rental booking is subject to the
cancellation policy displayed at the time of booking on the Platform. The
applicable cancellation charges, if any, will be deducted from the refund
amount.
7G.2. As a general guideline, the following cancellation terms apply (which
may be overridden by the Vendor's specific policy displayed at checkout):
a. Cancellation made more than 2 hours before the scheduled pickup time:
Full refund of the booking amount.
b. Cancellation made within 2 hours of the scheduled pickup time: A
cancellation fee of up to 50% of the booking amount may be applicable.
c. No-show (Customer fails to be present at the pickup location at the
scheduled time without prior cancellation): No refund will be processed.
7G.3. If the Rental Vehicle does not arrive within a reasonable time beyond
the scheduled pickup time (as indicated on the Platform), the Customer may
be entitled to a full refund of the booking amount upon raising a complaint
through official channels.
7G.4. No refund will be issued for:
a. Dissatisfaction with the vehicle model, colour, or features, where the
delivered vehicle matches the category booked.
b. Early termination of the rental period by the Customer. The full booking
amount for the agreed rental period shall be chargeable.
c. Any damage to the Rental Vehicle during the rental period, which shall
be the liability of the Customer as against the Vendor.
7G.5. Disputes 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.
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 set out
in Section 7:
8.1. The Customer changes their 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. The Customer provided an incorrect, incomplete, or invalid delivery
address or contact number, leading to a failed delivery attempt.
8.4. The Customer was unreachable, did not answer calls, or refused to
accept the delivery from the Delivery Partner 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 (e.g.,
traffic congestion, road blocks, public demonstrations).
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 the Customer,
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 the Customer (e.g., failure to refrigerate perishable items).
9. EVIDENCE REQUIREMENTS & DIGITAL RECORDS
9.1. To process any claim, Apnaseher reserves the right to require the
Customer to provide clear, unedited, and satisfactory evidence, which may
include:
a. Photographs and/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 any labels or batch numbers.
9.2. Failure to provide adequate evidence within a reasonable time as
requested by our support team may result in the rejection of the claim.
9.3. The Customer acknowledges and agrees that Apnaseher's digital logs and
system records (including but not limited to timestamps, IP addresses,
communication logs, call records, and transactional data) shall be
considered as reliable evidence in any dispute resolution process, subject
to Applicable Law.
10. REFUND MODES & TIMELINES
10.1. Approved refunds may be processed through one of the following modes,
at the discretion of Apnaseher:
a. Original Payment Source: To the credit card, debit card, net banking
account, or UPI ID used for the payment.
b. Wallet Credit: As credit in the Customer's Apnaseher Wallet, which is
typically processed faster.
10.2. 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.
10.3. For Cash on Delivery (COD) orders, refunds will be processed
electronically, either as Wallet Credit or through a bank transfer/UPI, for
which the Customer will be required to provide necessary details. Under no
circumstances will a cash refund be provided at the Customer's doorstep.
10.4. In cases of approved partial refunds, only the proportionate value of
the affected item(s), minus any applicable delivery charges attributable to
that item, shall be refunded.
11. ABUSE PREVENTION
Apnaseher maintains a zero-tolerance policy towards the abuse of its
platform and policies. Any activity deemed to be misuse, including but not
limited to excessive or fraudulent 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:
11.1. Denial of current and future claims.
11.2. Permanent suspension of the COD payment option.
11.3. Temporary or permanent suspension or deactivation of the Customer's
account.
11.4. Forfeiture of any Wallet Credits or promotional benefits.
11.5. Initiation of legal proceedings to recover damages for fraud or other
unlawful acts.
12. LIMITATION OF LIABILITY
As a marketplace facilitator, Apnaseher's role is limited to facilitating
the transaction and providing a platform for dispute resolution. Apnaseher
is not liable for the acts or omissions of Vendors or Delivery Partners.
Notwithstanding anything to the contrary contained herein, the maximum
liability of Apnaseher under this Policy or otherwise shall be limited to
the value of the specific Order which is the subject matter of the dispute.
In no event shall Apnaseher be liable for any indirect, incidental, special,
or consequential damages.
13. INDEMNIFICATION
You agree to indemnify, defend, and hold harmless Apnaseher, its affiliates,
directors, officers, employees, and agents from and against any and all
claims, liabilities, damages, losses, costs, and expenses, including
attorney's fees, arising out of or in any way connected with (i) your access
to or use of the Platform; (ii) your violation of this Policy or the Terms
and Conditions; (iii) your violation of any third-party right, including
without limitation any intellectual property right or privacy right; or (iv)
any claim that your actions caused damage to a third party.
14. NO WAIVER
The failure of Apnaseher to enforce any right or provision of this Policy
will not be deemed a waiver of such right or provision. Any waiver of any
provision of this Policy will be effective only if in writing and signed by
an authorised representative of Apnaseher.
15. POLICY UPDATES
Apnaseher reserves the right to modify, amend, or update this Policy at any
time without prior notice. The revised Policy will be effective immediately
upon being posted on the Platform. The continued use of the Platform by the
Customer following the posting of a revised Policy shall be deemed as
unconditional acceptance of the same.
16. GOVERNING LAW & JURISDICTION
This Policy shall be governed by and construed in accordance with the laws
of India. Any dispute, claim, or controversy arising out of or in connection
with this Policy shall be subject to the exclusive jurisdiction of the
competent courts in Anand, Gujarat, India.
17. CONTACT & GRIEVANCE REDRESSAL
All claims, issues, and grievances must be reported exclusively through the
official support channels provided on the Apnaseher Platform:
a. In-app support chat or ticket system.
b. Email: support@apnaseher.com
c. Phone: +91 7861889625
Complaints or issues raised on social media or other unofficial platforms
will not be considered as formal claims and must be routed through the
official channels 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 or the Data Protection Board of India under the
Digital Personal Data Protection Act, 2023, as applicable.
