# Cancellation and Refund Policy for Zyppo
**Effective Date:** September 9, 2026
**Last Updated:** September 9, 2026
This Cancellation and Refund Policy governs the conditions, timelines, and procedures under which cancellations and refunds are handled on the **Zyppo** mobile application and website ("Platform"). This policy complies with the Consumer Protection (E-Commerce) Rules, 2020, and Reserve Bank of India (RBI) payment settlement guidelines.
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## 1. Order Cancellation Policy
### A. Food & Grocery Orders
* **Before Acceptance:** You may cancel your food or grocery order free of charge if the cancellation request is submitted before the Restaurant/Merchant Partner confirms or begins preparing the order.
* **After Acceptance:** Once an order is accepted or preparation has begun, cancellations cannot be processed free of charge because food and fresh groceries are perishable and prepared on demand. If you choose to cancel after merchant confirmation, a cancellation charge equal to 100% of the order value will apply.
* **Unilateral Cancellation by Zyppo / Merchant:** If your order is cancelled due to merchant closure, out-of-stock items, delivery partner unavailability, or severe force majeure conditions, you will receive a full 100% refund of any prepaid amount without any deductions.
### B. Parcel / Courier Pick-up & Drop Service
* **Before Driver Assignment:** You can cancel a parcel booking free of charge before a Delivery Partner accepts the task.
* **After Driver Assignment / En Route:** If you cancel after a driver has been dispatched and is en route, a nominal cancellation fee (covering the driver's transit compensation) may be deducted.
* **After Arrival at Pick-up Location:** Once the Delivery Partner reaches the designated pick-up address, the booking cannot be cancelled free of charge, and the delivery fee will not be refunded.
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## 2. Refund Eligibility Criteria
Refunds are reviewed and approved on a case-by-case basis. You are eligible for a partial or full refund under the following verified conditions:
* **Missing Items:** An item charged in your invoice was not included in the sealed delivery bag.
* **Wrong Items Delivered:** You received an entirely different dish, grocery brand/specification, or parcel not matching your booking.
* **Damaged / Spilled Goods:** Items were received in an unusable, torn, or severely spilled condition due to transit issues.
* **Quality & Expiry Concerns (Groceries/Food):** Packaged grocery items delivered beyond their expiry/best-before date, or food delivered spoiled/unfit for human consumption.
* **Non-Delivery:** The order was marked as "Delivered" in the app, but you did not receive it after platform verification.
### Ineligible for Refund:
* Subjective taste, temperature, or personal food preferences.
* Failure to deliver due to incorrect address, unreachable phone number, or lack of response at the door after driver wait-time limits (typically 10 minutes).
* Perishable items where the tamper-evident seal was broken or items partially consumed.
* Parcels containing prohibited, undeclared, or improperly packed items.
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## 3. How to Report an Issue (Claim Window)
To be eligible for an investigation and refund, issues must be reported within our designated claim windows:
* **Food Orders:** Within **2 hours** of delivery.
* **Grocery Orders:** Within **12 hours** of delivery (or within 2 hours for perishable fruits, vegetables, and dairy).
* **Parcel Bookings:** Within **6 hours** of delivery completion.
### Required Documentation:
To raise a valid ticket via the Zyppo App (**Help & Support > Order History > Select Order > Report an Issue**), you must provide:
1. Valid Order ID.
2. A clear photograph or continuous unboxing video showing the damaged product, wrong item label, or merchant bill.
3. Brief description of the issue.
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## 4. Refund Processing Timelines & Modes
Once your refund claim is validated and approved by our support team, the funds will be credited according to the following channels:
| Payment Method Used | Refund Destination | Expected Credit Timeline (Post-Approval) |
| :--- | :--- | :--- |
| **UPI (PhonePe, GPay, Paytm, etc.)** | Original Bank Account via UPI | **24 to 48 Hours** |
| **Credit / Debit Cards** | Original Issuing Card/Bank | **5 to 7 Working Days** |
| **Net Banking** | Source Bank Account | **3 to 7 Working Days** |
| **Cash on Delivery (COD)** | Zyppo Wallet / Bank Account Transfer via UPI link | **24 to 48 Hours** |
*Note: Settlement timelines are subject to your individual bank's processing cycles and public bank holidays.*
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## 5. Contact & Escalation Support
If your refund has been approved but not received within the timelines stated above, or if your dispute has not been resolved satisfactorily, please contact our support desk:
* **Platform / Brand:** Zyppo
* **Support Email:** support@zyppo.online
* **Customer Care Helpline:** +91 88853 44472
* **Operating Hours:** 7:00 AM – 11:00 PM IST (Daily)
* **Registered Address:**
D.No. 4-4-10, Near Nagampeta,
Peddapuram, Kakinada District,
Andhra Pradesh – 533437, India