Refund & Cancellation Policy

1.Overview

This Refund & Cancellation Policy explains when an Order or Service Request placed on the Namma oor Platform can be cancelled, when a refund is available and how refunds are processed. It forms part of our Terms & Conditions.

Namma oor operates as a marketplace connecting Customers with independent Vendors. Refunds are processed in coordination with the relevant Vendor, in accordance with this Policy and applicable law.

2.Cancellation by Customers

Product orders

• An Order can be cancelled free of charge at any time before the Vendor accepts it.
• After the Vendor accepts an Order but before it is dispatched, cancellation may be allowed, and a cancellation charge may apply to cover costs already incurred.
• Once an Order has been dispatched or picked up by a Delivery Partner, it generally cannot be cancelled.

Subscriptions

For recurring deliveries such as daily milk, a scheduled delivery can be paused, skipped or cancelled from the app before the cut-off time shown for that delivery. Cancellations made after the cut-off time may not be effective for that day's delivery.

3.Cancellation by a Vendor or by Namma oor

An Order or Service Request may be cancelled by a Vendor or by Namma oor where, for example, the product is out of stock, the Vendor is unable to serve your location, the address is outside the serviceable area, the details provided are incorrect or incomplete, or the Order is suspected to be fraudulent.

If an Order is cancelled in these circumstances after you have paid, the full amount paid is refunded to you.

4.Service Booking Cancellation

• A Service Request can be cancelled free of charge before it is accepted by a Vendor.
• After acceptance, cancellation before the Vendor travels to your location is normally free of charge, unless stated otherwise at the time of booking.
• If the Vendor has already reached your location, a visit or inspection charge may apply even if the work is not carried out.
• If the Vendor does not arrive within the agreed time window, you may cancel the Service Request without any charge.

5.Returns and Replacements

Perishable and consumable products such as milk and packaged drinking water cannot be returned once accepted, for hygiene and safety reasons. However, you may raise a replacement or refund request at the time of delivery, or within the reporting window shown in the app, if the product is:

• damaged, leaking or tampered with;
• expired or beyond its usable date;
• different from what was ordered; or
• short in quantity.

Please retain the product and, where possible, share a photograph so that the issue can be verified quickly.

6.Refund Eligibility

A refund is generally available where:

• payment was deducted but the Order or Service Request was not confirmed;
• the Order was cancelled by the Vendor or by Namma oor;
• the Order was not delivered for reasons not attributable to you;
• the product delivered was damaged, expired, incorrect or short in quantity and the issue was reported within the applicable window; or
• a booked service was not performed, or was materially different from what was agreed.

A refund may be declined where the request is made after the applicable reporting window, where the issue cannot be verified, or where the request is found to be fraudulent or repeatedly abusive.

7.Refund Method and Timelines

Approved refunds are made to the original payment method. Where the original payment was made in cash, the refund may be issued to a bank account or as Namma oor credit, as agreed with you.

Refunds are usually initiated within a short time of approval. The time taken for the amount to appear in your account depends on your bank or payment provider and is normally within 5 to 7 working days from the date of initiation. Namma oor is not responsible for delays caused by a bank or payment service provider.

8.Non-Refundable Charges

The following are generally not refundable:

• delivery charges for an Order that was delivered correctly;
• visit or inspection charges where the Vendor attended your location as agreed;
• charges for work already completed to your satisfaction; and
• convenience or platform fees, where clearly disclosed as non-refundable at the time of payment.

9.Failed and Undelivered Orders

If a delivery cannot be completed because no one is available at the address, the address is incorrect or inaccessible, or the Customer is unreachable, the Order may be marked undelivered. In such cases, a refund may be issued after deducting delivery and, for perishable products, applicable product costs.

10.How to Raise a Refund Request

1. Open the Namma oor customer app and go to the relevant Order or Service Request.
2. Select the help or support option and describe the issue, attaching a photograph where relevant.
3. Alternatively, contact our support team on +91 76392 55766 or at contact@nammaoor.in.

Please raise the request as soon as possible, and in any case within the reporting window shown for the Order, so that the issue can be verified with the Vendor.

11.Grievance Redressal

If you are not satisfied with the outcome of a refund or cancellation request, you may escalate the matter to our Grievance Officer.

Grievance Officer: The Grievance Officer

12.Contact Us

For any question about this Refund & Cancellation Policy, please contact us: