Refund & Cancellation Policy

This Refund & Cancellation Policy applies to orders and services placed through the Deelo platform operated by Deelo Business Services Private Limited. Because Deelo facilitates on-demand services fulfilled by independent merchants and Runners, cancellation and refund eligibility depend on the stage of the order.

• Before the merchant accepts — you may cancel free of charge and any amount paid will be refunded in full.
• After acceptance / preparation begins — a cancellation fee may apply to cover the cost of items already prepared or purchased and the Runner’s effort.
• After pickup / dispatch — orders that are already out for delivery generally cannot be cancelled.
• Home & professional services — cancellations made after a service professional has been dispatched or has begun work may incur a visitation or service charge.

You may be eligible for a full or partial refund in cases such as:

• The order could not be fulfilled or was cancelled by the merchant or Deelo.
• Items delivered were incorrect, missing, damaged or of unacceptable quality.
• You were charged incorrectly or more than once for the same order.
• A service could not be completed for reasons attributable to the merchant or Runner.

Refund requests must be raised within a reasonable time — ideally within 48 hours of delivery or the scheduled service — with supporting details (such as photographs) where applicable.

• Change of mind after an order has been prepared or dispatched.
• Incorrect delivery details provided by the customer.
• Failure to be available to receive the order or service at the agreed time.
• Perishable goods that were delivered correctly and in acceptable condition.

• Approved refunds are credited to the original payment method used for the order.
• Refunds to bank accounts, cards or UPI are typically processed within 5–7 business days, subject to your bank or payment provider.
• Where offered, Deelo wallet credit may be issued instantly for eligible refunds.
• You will receive a confirmation once the refund has been initiated.

To request a cancellation or refund, use the Help/Support section within the Deelo app, or contact our support team at support@deelo.in with your order number and a description of the issue.

For any questions regarding this policy, please reach out to our support team. We aim to resolve all refund and cancellation requests fairly and promptly.