UpNow24 – Refund, Return & Cancellation Policy

Effective Date: 6 November 2026
Last Updated: 6 November 2026

1. Introduction

Welcome to UpNow24.

At UpNow24, customer satisfaction, transparency, and trust are important to us. We are committed to providing a convenient and reliable digital marketplace experience.

This Refund, Return & Cancellation Policy explains the conditions under which customers may cancel orders, return products, request replacements, or receive refunds when using the UpNow24 mobile application, website, and related services.

This Policy applies to transactions conducted through the UpNow24 Platform, including:

• Food Delivery

• Shopping and Grocery

• Pharmacy and Healthcare Products

• Used Items Marketplace

• Property Marketplace

• Gadi Bazar – Vehicle Marketplace

• Car Rental and Taxi Booking

• Parcel Delivery

• Home and Professional Services

Refund and cancellation eligibility may vary depending on the product, service category, order status, merchant conditions, and applicable Indian laws.

Nothing in this Policy limits customers' statutory consumer rights.

2. General Refund Policy

Customers may be eligible for a full refund, partial refund, replacement, or another appropriate remedy in situations including:

• Order cancelled by the merchant or service provider.

• Product unavailable after successful payment.

• Incorrect product delivered.

• Missing items in an order.

• Damaged or defective products.

• Failed delivery attributable to the seller or delivery service.

• Duplicate payment.

• Payment deducted without successful order confirmation.

• Service not provided after successful payment.

• Other circumstances requiring a remedy under applicable consumer protection laws.

All refund requests are subject to reasonable verification.

Refund eligibility will be determined based on transaction records, evidence, service conditions, and applicable laws.

3. Food Delivery – Cancellation and Refund

Food orders are prepared by participating restaurants, cafés, and food vendors.

Order Cancellation

Customers may request cancellation before the restaurant begins preparing the order.

Once preparation has started, cancellation may be restricted because food products are perishable and prepared specifically for the customer.

Any applicable cancellation charges must be disclosed and comply with consumer protection laws.

Refund Eligibility

Customers may be eligible for a refund or appropriate resolution if:

• The restaurant cancels the order.

• The order is not delivered due to a provider-side issue.

• Incorrect food items are delivered.

• Paid items are missing.

• Food arrives damaged, spilled, or unsuitable for consumption.

• A verified quality or food safety issue occurs.

Refunds may be full or partial depending on the affected items and circumstances.

Non-Refundable Situations

Refunds may not ordinarily be available for:

• A change of mind after food preparation has begun.

• Incorrect delivery details supplied by the customer that prevent delivery.

• Unsubstantiated complaints after successful delivery.

• Food consumed without a reported quality concern.

These restrictions do not apply where a refund or other remedy is required by law.

Customers should report food-related issues as soon as reasonably possible, preferably within 24 hours of delivery.

4. Shopping and Grocery – Returns and Refunds

Shopping orders may include groceries, fashion, electronics, furniture, household products, beauty items, and other merchandise.

Return Eligibility

Products may qualify for return or replacement when:

• The wrong product is delivered.

• The product is damaged or defective.

• The product materially differs from its description.

• Items are missing.

• The product is expired or unsafe.

• A return is permitted under the disclosed seller-specific policy.

For change-of-mind returns, eligibility and the applicable return window will be displayed in the product listing or order details.

Return Conditions

Where reasonably applicable, returned products should include their original accessories, packaging, invoices, and supplied components.

Products should not be intentionally damaged or misused.

Original packaging requirements will not override statutory remedies for defective or misdescribed products.

Grocery and Perishable Items

Fresh vegetables, fruits, dairy, frozen foods, and other perishable products may have limited change-of-mind return eligibility.

Customers remain entitled to appropriate remedies for incorrect, damaged, spoiled, unsafe, or defective products under applicable law.

5. Pharmacy and Healthcare Products

Pharmacy orders may include prescription medicines, over-the-counter medicines, healthcare products, and wellness essentials.

Due to safety, hygiene, storage, and regulatory requirements, certain medicines may not be eligible for change-of-mind returns after delivery.

Refund Eligibility

Refunds or replacements may be available where:

• An incorrect medicine is supplied.

• A product is expired.

• Packaging is damaged or compromised.

• The product is defective.

• The order is cancelled by the pharmacy.

• A prepaid product is unavailable.

• A return or remedy is required by law.

Prescription medicines and temperature-sensitive products may be subject to additional handling and return restrictions.

Participating licensed pharmacies are responsible for complying with applicable pharmaceutical regulations.

6. Used Items Marketplace

UpNow24 provides a marketplace where users may list, buy, and sell pre-owned products.

Transactions between independent buyers and sellers may be governed by their agreed conditions and applicable laws.

Unless expressly stated, UpNow24 does not independently guarantee the condition, authenticity, or performance of user-listed products.

Buyers are encouraged to inspect products and verify seller information before completing a transaction.

Where UpNow24 collects or processes payments or provides buyer protection, the applicable refund and dispute-resolution conditions will be disclosed.

Fraudulent listings, misrepresentation, and unlawful sales may be reported to UpNow24 support.

Nothing in this section excludes legal remedies available to consumers.

7. Property Marketplace

UpNow24 may facilitate property discovery and communication between buyers, sellers, landlords, tenants, and agents.

Property transactions, booking deposits, brokerage charges, and advance payments are governed by applicable agreements and laws.

Where a listing or promotional service fee is charged directly by UpNow24, its cancellation and refund conditions should be disclosed before payment.

Property deposits or advances paid directly to independent parties are not automatically refundable by UpNow24.

Users should verify property documentation and contractual conditions before transferring funds.

8. Gadi Bazar – Vehicle Marketplace

Gadi Bazar enables users to explore new and used vehicles offered by individuals and participating dealers.

Vehicle purchase refunds, booking cancellations, and advance payments may depend on the seller's disclosed terms and applicable laws.

Buyers should verify ownership, vehicle condition, registration documents, and outstanding liabilities before completing purchases.

UpNow24 does not automatically guarantee refunds for payments made directly between independent buyers and sellers.

Where UpNow24 directly charges listing, booking, or facilitation fees, the applicable cancellation conditions will be disclosed before payment.

Consumer rights relating to defective vehicles, misleading descriptions, or unlawful transactions remain unaffected.

9. Car Rental and Taxi Booking

Cancellation eligibility depends on the booking type, provider conditions, and cancellation timing.

Eligible Refund Situations

Refunds may be available where:

• The provider cancels the booking.

• No vehicle is supplied.

• A prepaid service is not delivered.

• A duplicate charge occurs.

• A verified billing error occurs.

Customer Cancellations

Customers may cancel eligible bookings subject to disclosed cancellation conditions.

Any applicable cancellation fee must be shown before booking confirmation and comply with applicable laws.

Refund amounts may depend on the booking status, service commencement, and provider-specific conditions.

10. Parcel Delivery

Parcel delivery charges may be refundable where:

• A prepaid delivery request is cancelled before pickup, subject to disclosed terms.

• The delivery provider cancels the service.

• The parcel is not collected due to a provider-side issue.

• A duplicate payment occurs.

• The service is not performed.

Where pickup or transportation has already commenced, applicable service charges may be deducted if lawfully disclosed.

Claims involving lost or damaged parcels will be reviewed according to the delivery agreement, declared item information, applicable liability rules, and relevant laws.

11. Home and Professional Services

Customers may request cancellation or refunds for eligible home and professional service bookings.

Refunds may be available where:

• The service provider cancels the appointment.

• The provider fails to attend.

• A prepaid service is not performed.

• An incorrect service is charged.

• A verified service deficiency occurs.

Where work has already started, charges for completed authorized work, materials, or other disclosed costs may apply.

Customers should report service quality concerns promptly.

12. Order Cancellation by UpNow24 or Partners

An order or booking may be cancelled due to:

• Product unavailability.

• Merchant or provider operational issues.

• Service area restrictions.

• Payment verification problems.

• Safety concerns.

• Suspected fraud.

• Technical errors.

• Circumstances beyond reasonable operational control.

Where a prepaid order is cancelled by UpNow24 or a participating provider without customer fault, the customer will ordinarily receive a full refund of the amount paid for the unfulfilled order, subject to applicable law.

Cancellation charges will not be imposed contrary to the Consumer Protection (E-Commerce) Rules, 2020.

13. Failed Payments and Duplicate Transactions

If a payment is deducted but the order is not successfully created, the transaction will be investigated.

Failed payment reversals are subject to applicable Reserve Bank of India requirements and payment-system rules.

Where an eligible payment is duplicated, the excess amount will be refunded or reversed after verification.

Customers may report payment issues using:

• Order or transaction reference.

• Payment date and amount.

• Payment method.

• Relevant ba