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1. Order Cancellation
1.1 Cancellation by Customer
- You may cancel an order at any time before the rider picks it up from the seller
- To cancel, go to My Orders and tap Cancel Order on the eligible order
- Once a rider has confirmed pickup (status: "Picked Up"), cancellation is no longer available
- For self-delivery orders, cancellation is available until the seller confirms delivery
1.2 Cancellation by Platform
AbhiLaya may cancel an order in the following circumstances:
- The seller fails to handover the product and no replacement seller is available
- The product is found to be out of stock after order placement
- The seller's account is suspended or deactivated
- Payment verification fails or fraudulent activity is detected
- Force majeure events (natural disasters, civil unrest, government orders)
1.3 Effect of Cancellation
- Stock Restoration: All product stock is immediately restored
- Vault Refund: Any amount paid from your Vault balance is refunded immediately
- COD Orders: No charge applies — you simply do not pay
- Flash Sale Stock: If applicable, flash sale allocated stock is also restored
2. Returns
2.1 When Returns Apply
Returns occur when a delivery fails and the rider must return the product to the seller:
- Customer unavailable at the delivery address
- Customer refuses to accept the order
- Wrong address provided — rider cannot locate the delivery point
- Customer phone unreachable after multiple attempts
2.2 Return Process
- The rider creates a return task in the app
- The seller generates a 6-digit Return OTP from their dashboard
- The rider returns the product to the seller and provides the OTP for verification
- The rider uploads a photo of the returned product as proof
- The seller confirms the return receipt using the OTP
- Stock is restored to the seller's inventory
⚠️ Repeated failed deliveries: Customers with 2+ failed deliveries receive a warning. At 3+ failed deliveries, the account is restricted and may be deactivated. Delivery fees are non-refundable for customer-caused delivery failures.
3. Refunds
3.1 When Refunds Are Issued
- Order Cancellation: Full refund of any prepaid amount (Vault) immediately upon cancellation
- Express Surcharge Refund: If you opted for Barq Raftar Express delivery but no Express rider was available at dispatch, the full Express surcharge is refunded to your Vault or removed from your COD total
- Damaged/Wrong/Missing Items: Refund issued after investigation by our Ops team (see Section 4: Issue Reporting)
- Duplicate Charges: If you are charged twice for the same order, the duplicate amount is refunded
- Seller Cannot Fulfill: If no seller can fulfill your order, any prepaid amount is refunded
3.2 Refund Method
- All refunds are credited to your AbhiLaya Vault
- Vault balance can be used for future orders
- Refunds are processed within 24 hours of approval
- You can view all Vault transactions under Account → Transactions
3.3 Non-Refundable Items
- Delivery fees for successfully completed deliveries
- Orders cancelled after rider pickup
- Perishable items (fresh food, dairy, meat) once delivered — unless damaged or wrong item delivered
- Custom or made-to-order items that the seller has already prepared
4. Issue Reporting
If you receive a damaged, wrong, or poor-quality product, or if items are missing from your order:
- Go to My Orders and select the order
- Tap Report Issue on the specific sub-order item
- Select the reason: Damaged, Wrong Product, Poor Quality, Missing Items, Delivered Too Late, or Other
- Provide a detailed description and upload photos as evidence
- Issues must be reported within the eligible window (typically 24–48 hours after delivery)
Our Ops team reviews every report. Possible outcomes:
- Refunded: Amount credited to your Vault
- Replaced: A replacement is sent at no additional cost
- Rejected: If the claim does not meet our criteria (insufficient evidence, outside reporting window)
5. Express Delivery Refunds
Barq Raftar Express delivery has a specific refund mechanism:
- When you opt for Express delivery, an additional surcharge (approximately Rs. 80) is added to your order
- At dispatch time, the system checks for available Barq Raftar riders
- If no Barq Raftar rider is available, the order is assigned to a shared delivery rider and the entire Express surcharge is refunded
- Additionally, any difference in delivery fees between Express and Shared rates is also refunded
- You receive a notification: "⚡ Express Rider Unavailable — your express fee has been refunded"
- On your order page, the Express surcharge shows as "(Refunded)"
6. Flash Sale Orders
- Flash sale items are sold at a discounted price for a limited time with limited stock
- Flash sale stock is separate from regular inventory
- If a flash sale order is cancelled, the flash sale stock is restored
- Flash sale prices are final and cannot be combined with other discounts
- Per-customer quantity limits apply (typically 2 units per flash sale)
7. Seller & Rider Refunds
- Sellers: If a seller's product is returned due to customer-caused delivery failure, the seller's stock is restored. Seller earnings for that order are reversed. If AbhiLaya cancels an order due to platform error, seller compensation is reviewed case-by-case.
- Riders: If a task is cancelled through no fault of the rider, the rider's task count and collection amount are adjusted. Rider commission is only earned on completed deliveries.
8. Contact for Refund Issues
If your refund has not been processed within the stated timeline, or if you have questions about a specific refund: