Cancellation and Refund Policy

Any Capitalized terms used but not defined herein shall have the meaning assigned to them under the Terms of Use which govern your use of our website (the “ Website”) and our ‘Khau Galli App’ application for mobile and handheld devices (the “App”). The Website and the App are jointly referred to as the “Platform”.

Customer Cancellation

As a general rule Buyer shall not be entitled to cancel Order once placed. Buyer may choose to cancel Order only within one-minute of the Order being placed. However, subject to Buyer’s previous cancellation history, Khau Galli App reserves the right to deny any refund to Buyer pursuant to a cancellation initiated by Buyer even if the same is within one-minute followed by suspension of account, as may be necessary in the sole discretion of Khau Galli App.

If Buyer cancels his/her Order after one minute of placing it, Khau Galli App shall have a right to collect a penalty of 100% of the Order amount for breach of contract terms as a compensation for the damages suffered by Khau Galli App, with a right to either not to refund the Order value in case Buyer’s Order is prepaid or recover from the Buyer’s subsequent Order in case his/her Order is postpaid, to compensate the Merchants.

Non-Customer Cancellation

Khau Galli App reserves the right to collect a penalty for the Orders constrained to be cancelled by Merchant for reasons not attributable to Khau Galli App, including but not limited to:
  1. in the event if the address provided by Buyer is either wrong or falls outside the delivery zone;

  2. failure to contact Buyer by phone or email at the time of delivering the Order booking;

  3. failure to deliver Buyer Order due to lack of information, direction or authorization from Buyer at the time of delivery; or

  4. unavailability of all the items ordered by Buyer at the time of booking the Order; or

  5. unavailability of all the items ordered by Buyer at the time of booking the Order. the Buyer’s failure to provide a valid OTP to the Merchant for receiving delivery However, in the unlikely event of an item in an Order being unavailable, the Merchant will contact the Buyer on the phone number provided to us at the time of placing the Order and inform Buyer of such unavailability. In such an event Buyer will be entitled to cancel the entire Order and shall be entitled to a refund to an amount upto 100% of the Order value.
    In case of cancellations for the reasons attributable to Khau Galli App or the Merchant, Khau Galli App shall not collect any penalty from the Buyer.

Cancellation policy for Khau Galli App

The Orders placed by Buyers using the Platform are non-cancellable and nonrefundable except if refund is requested under the following conditions:

  1. . If the Order could not be delivered within 2 (Two) hours;

  2. If the Merchant doesn't accept or cancels the Order due to reasons not attributable to Buyer, including but not limited to store being closed, non-availability of items, store cannot service online orders at that moment, store is overcrowded, etc

Khau Galli App reserves the right to look into the cancellation request of the Buyer and determine if such cancelation request falls under the conditions mentioned above. If Khau Galli App is satisfied that the request and same fulfills any of the aforesaid conditions, then Khau Galli App shall process the cancellation request and refund amounts to the Buyer.


Buyer may be entitled to a refund for prepaid Orders. Khau Galli App retains the right to retain the penalty payable by the Buyer in Section I(2) from the amount refundable to him/her. The Buyer shall also be entitled to a refund of proportionate value in the event packaging of an item in an Order or the complete Order, is either tampered or damaged and the Buyer refuses to accept at the time of delivery for the said reason;

Buyer may be entitled to a refund upto 100% of the Order value if Merchant fails to deliver the Order due to a cause attributable to Merchant or Khau Galli App, however such refunds will be assessed on a case to case basis by Khau Galli App.

Our decision on refunds shall be final and binding.

All refunds for payments made by the Buyer through Netbanking / Credit cards / Debit cards / Wallets will be reimbursed in 5-7 working days.

All refund amounts shall be credited to Buyer’s account as may be stipulated as per the payment mechanism of Buyer’s choice, the estimated timelines are detailed as below, in case Buyer don't choose to credit it to Buyer’s wallet with his/her Khau Galli App Account;

In case of payment at the time of delivery, Buyer will not be required to pay for:

  1. Orders where packaging is either tampered or damaged at the time of delivery;

  2. Wrong Order being delivered; or

  3. Items missing from Buyer’s Order at the time of delivery.

Provided the same is communicated through the Khau Galli App platform by placing a Refund Request, before the Order is marked delivered. Every Refund request needs to be supported with valid justification and screenshots.

Important Note 1: Important Note 1: The Buyer shall verify his/her Order and the products before providing OTP to the Merchant and any issue with respect to the product or Buyer’s Order shall be notified immediately, and cancellation request shall be placed before providing OTP to the Merchant. Once OTP is provided to the Merchant, it shall be deemed that the Buyer has accepted delivery of his/her Order and once he/she has accepted delivery, the Buyer cannot cancel the Order and/or claim refund.

Important Note 2: In case of the complaint of any spurious product, the liability shall solely lie with the Merchant selling the product. Khau Galli App is merely facilitating the transactions between the Merchant and the Buyer and therefore, Khau Galli App shall assume no liability with respect to the products sold by the Merchant. Khau Galli App strictly discourages dealing of any spurious product on its Platform and shall reserve the right to report such incidents to the concerned authorities for appropriate legal actions.

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