Cancellation & Refund Policy

This Cancellation & Refund Policy applies to payments made through the Just Orders website, mobile application, and related services for grocery orders, home-service bookings, and vehicle-rental bookings.

This policy should be read together with our Terms & Conditions, Privacy Policy, and Shipping & Delivery Policy.

Cancellation eligibility depends on the type of order or booking. Customers should review the applicable cancellation terms before completing payment.

This currently applies as follows:

• Grocery orders cannot currently be cancelled after successful placement.
• Home-service bookings cannot currently be cancelled after successful placement.
• Vehicle-rental bookings may be cancelled before the rental start date for a full refund.
• Vehicle-rental bookings may be cancelled on the rental start date, but no refund will be provided.

Cancellation eligibility is determined based on the rental start date and the time at which the cancellation request is submitted through Just Orders.

Grocery orders cannot currently be cancelled by customers after successful placement.

Once an order has been placed, the applicable vendor may begin preparing the requested items and Just Orders may begin coordinating delivery.

Because orders may enter the fulfillment process shortly after payment, customers should verify the products, quantities, and delivery address before completing an order.

Home-service bookings cannot currently be cancelled by customers after successful placement.

The relevant service provider receives the booking information and may arrange to visit the customer's address at the selected date and time.

Customers should therefore ensure that the selected service, date, time, and service address are correct before completing payment.

Customers may cancel a vehicle-rental booking before the scheduled rental start date and receive a full refund of the amount paid for the booking.

A rental booking may also be cancelled on the scheduled rental start date. However, cancellations made on or after the rental start date are non-refundable.

For the purposes of this policy, the rental start date is the date on which the customer's booked rental period is scheduled to begin, as shown in the booking details.

If a customer does not cancel before the rental start date and subsequently decides not to use the vehicle, the booking will generally remain non-refundable.

These customer-initiated cancellation rules do not limit any refund that may be available where Just Orders or the rental provider is unable to fulfill the booking.

If a participating vendor, service provider, or rental provider is unable to fulfill an order or booking, Just Orders may cancel the affected transaction.

Where Just Orders determines that the customer should receive a refund because the transaction could not be fulfilled, the refund may cover the amount actually paid by the customer for the affected transaction, including the applicable Just Orders platform fee.

The availability and amount of a refund may depend on the specific circumstances and the reason the transaction could not be fulfilled.

If an order or booking cannot be fulfilled because of a platform-side issue attributable to Just Orders, Just Orders may cancel the affected transaction and provide a full refund of the amount paid by the customer.

Where a full refund is approved under this section, the refund will generally include the applicable Just Orders platform fee that was paid as part of that transaction.

Examples may include significant technical or operational issues that prevent Just Orders from fulfilling a successfully paid order or booking.

Customers are responsible for being available when fulfillment requires their presence.

Home-service bookings

If a customer is unavailable at the agreed service address and time, the inability to provide the service may be treated as a customer-side failure to make the booking available for fulfillment. A refund is generally not provided in such circumstances.

Vehicle rentals

Customers are responsible for reaching the rental provider at the agreed pickup location and meeting the applicable handover requirements.

If a customer does not appear to collect a booked vehicle or fails to satisfy the applicable handover requirements, the booking may be treated as a customer-side failure and a refund will generally not be provided.

A delayed grocery delivery does not automatically entitle a customer to a refund.

Just Orders aims to fulfill grocery orders within one day of placement, but actual delivery times may vary due to vendor preparation, traffic, weather, delivery-partner availability, product availability, technical issues, and other operational circumstances.

If an order cannot ultimately be fulfilled because of a platform-side issue, the refund provisions of this policy may apply.

If a grocery order contains a missing, incorrect, or damaged item, the customer should contact Just Orders at support@justorders.in.

Customers should provide their order details and explain the issue so that Just Orders can investigate the matter with the relevant vendor and delivery partner.

Depending on the circumstances, Just Orders may determine that an adjustment, replacement, refund, or other resolution is appropriate.

Reporting an issue does not automatically guarantee a refund or replacement.

An order or booking is considered successfully paid only when the applicable payment status has been successfully confirmed by the payment system and Just Orders.

Razorpay provides payment-status notifications to integrated applications through mechanisms such as webhooks. Just Orders may also verify payment status through its payment-verification mechanisms.

If a payment attempt fails or is not successfully completed, the related order or booking may not be considered confirmed.

If an amount is debited from a customer's account but the payment does not appear to have completed successfully on Just Orders, the transaction may require reconciliation with the payment provider before the appropriate status or refund can be determined.

Customers should contact Just Orders if they believe they have been charged for a transaction that was not successfully confirmed.

If a customer believes that the same order or booking was charged more than once, the customer should contact Just Orders at support@justorders.in.

We may investigate duplicate transactions with the applicable payment provider. Where a duplicate payment is confirmed, Just Orders may arrange an applicable refund for the duplicate amount.

Customers should provide the relevant order details and, where available, the applicable payment references when contacting support.

Where a refund is approved, it will generally be processed through the payment method used for the original transaction.

Just Orders does not ordinarily provide refunds through unrelated payment methods or cash unless required by applicable law or otherwise specifically agreed.

Refunds for eligible rental cancellations will generally be processed to the original payment method used for the booking.

Approved refunds are initiated through the applicable payment provider. The time required for the refund to reach the customer's account may depend on Razorpay, the customer's bank, card issuer, UPI provider, or other payment network involved in the original transaction.

Just Orders does not guarantee a specific number of days for a refund to appear in the customer's account.

Refunds may require several working days to reach the original payment method, depending on the payment method and banking process.

Just Orders currently charges a platform fee of 10% on applicable orders and bookings.

Where a full refund is approved because Just Orders or the applicable provider is responsible for the failure to fulfill the transaction, the refund will generally include the platform fee paid for that transaction.

For eligible vehicle-rental cancellations made before the rental start date, the customer will receive a full refund of the amount paid for the booking, including the applicable platform fee.

Where a rental cancellation is made on or after the rental start date, no refund will be provided, including for the platform fee.

Refund requests and transaction issues may be reviewed by Just Orders before a refund is approved.

We may review order records, booking information, payment information, vendor information, delivery information, and other relevant information when determining whether a refund is appropriate.

Customers may be asked to provide additional information necessary to investigate a transaction or verify a refund request.

If you believe that you are entitled to a refund or there is a problem with a transaction, contact Just Orders at:

Cancellation rules may differ depending on the type of service. Just Orders will display applicable cancellation and refund information through the platform where relevant.

For vehicle rentals, customers may cancel before the rental start date for a full refund. Cancellations made on or after the rental start date are non-refundable.

Just Orders may update cancellation rules when our services, business practices, or applicable requirements change. The updated version of this policy will be published on this page and the "Last Updated" date will be revised accordingly.

Just Orders may update this Cancellation & Refund Policy when our services, cancellation processes, payment arrangements, or business practices change.

The updated version will be published on this page and the "Last Updated" date will be revised accordingly.

For questions regarding cancellations, refunds, payment issues, or this policy, please contact: