Cancellation & Refund Policy
Effective date: 1 January 2023
The Terms of Use which govern your use of our website www.gogoida.com and "Gogoida" application as well as any other media form, media channel, mobile website or mobile app and handheld device related, linked, or otherwise connected there to (collectively, the “Site”). This Cancellation & Refund Policy (“Cancellation & Refund Policy”) is a part of and incorporated within and is to be read along with the Term & Conditions.
CANCELLATION
As a general rule you shall not be entitled to cancel Order once placed. You may choose to cancel Order only within one-minute of the Order being placed. After that, Gogoida shall have a right to collect the 100% of the Order amount as the cancellation fee with a right to either not to refund the Order value in case the your Order is prepaid or recover from the your subsequent Order(s) in case your Order is postpaid as compensation for the damages suffered by Gogoida. However, subject to your previous cancellation history, Gogoida reserves the right to deny any refund to you pursuant to a cancellation initiated by you even if the same is within one-minute followed by suspension of account, as may be necessary for the sole discretion of Gogoida.
Any complaint, with respect to the order which shall include instances but not be limited to food spillage, foreign objects in food, delivery of the wrong order or food and beverages or products or poor quality, You will be required to share the proof of the same before any resolution can be provided.
In case of Grocery, Orders are non-cancellable and non-refundable except -
- (i) if the Order could not be delivered within the estimated time while placing the order
- (ii) if the Order has not been picked by the Delivery Partner
In case of Parcel -
- (i) cancellation of a pick-up and drop order after the delivery partner has reached the location but has not picked up the items may invite a cancellation fee in the range of Rs. 20 to Rs. 40.
- (ii) cancellation of a pick-up and drop order after the delivery partner has picked up the delivery items will result in a cancellation fee being charged equivalent to the entire service fee.
Gogoida reserves the right to collect a penalty for the Orders constrained to be cancelled by Gogoida for reasons not attributable to Gogoida, including but not limited to:
- in the event, you provide incorrect particulars, contact numbers, delivery addresses, or fall outside the delivery zone etc.
- you were unresponsive, not reachable or unavailable for the fulfillment of the services offered to you
- in the event you commit an Authorization Breach, you shall be liable to pay the liquidated damages of an amount equivalent to the order value
In case of cancellations for reasons attributable to Gogoida or the Restaurant Partner/Store, Gogoida shall not collect any penalty from the you.
REFUNDS
There may be cases where Gogoida is either unable to accept your order or cancels the order, due to reasons including without limitation, technical errors, unavailability of the item(s) ordered, or any other reason attributable to Gogoida, Restaurant Partner/Store or Delivery Partner. In such cases, Gogoida shall not charge a cancellation charge from you. If the order is cancelled after payment has been charged and you are eligible for a refund of the order value or any part thereof, the said amount will be reversed to you.
No replacement / refund / or any other resolution will be provided without Restaurant Partner’s/Store(s)’ permission.
You shall not be entitled to a refund in case instructions placed along with the order are not followed in the form and manner You had intended. Instructions are followed by the Restaurant Partner /Store on a best-efforts basis.
All refunds shall be processed in the same manner as they are received, unless refunds have been provided to You in the form of credits, refund amount will reflect in your account based on respective banks policies.
In case of payment at the time of delivery, you will not be required to pay for:
- (i) Orders where packaging is either tampered or damaged at the time of delivery;
- (ii) Wrong Order being delivered; or
- (iii) Items missing from your Order at the time of delivery.