Kishori Mart Order Cancellation Policy

At Kishori Mart, we understand that plans can change. However, to maintain our commitment to ultra-fast delivery (usually within 15 to 30 minutes) and to minimize food wastage, we enforce a structured Cancellation Policy. By placing an order on our platform, you agree to the terms outline below.

1. Customer-Initiated Cancellations

The eligibility and charges for cancellation depend entirely on the stage of order processing:

• Pre-Acceptance Stage: You can cancel your order free of charge immediately after placing it, provided the store has not accepted it yet. You can do this by clicking the "Cancel Order" button in the order tracking section.
• Post-Acceptance Stage: Once the store accepts your order and starts picking/packing the items, a cancellation fee of 100% of the order value (including delivery charges and surcharges) will apply. This fee is charged to compensate the store for packed items (especially perishables like fresh vegetables, dairy, or meat which cannot be resold) and the efforts of our partner network.
• In-Transit Stage: No cancellations are permitted once the delivery partner has picked up your order and is en route. If you refuse delivery at your doorstep, the order will be marked as canceled, and no refund will be issued.

2. Cancellation Fees & Penalties

If an order is canceled after store acceptance, the cancellation fee will be deducted directly from your selected payment method. If you used Cash on Delivery (COD), the cancellation fee will be added to your account balance as an outstanding liability, which must be settled before you can place any future orders on the platform.

3. Store-Initiated Cancellations

Occasionally, stores or our platform may have to cancel orders. This can happen due to:

• Product Out-of-Stock: Certain items in your cart might be unavailable at the local store during packing. If suitable replacements are rejected by you or unavailable, the order may be partially or fully canceled.
• Unserviceable Locations: Extreme weather conditions, political rallies, roadblocks, or sudden zone mapping failures that make it unsafe for our delivery partners to navigate.
• Unreachable Customers: If our delivery partner arrives at your address and is unable to reach you via phone or chat after three attempts within 10 minutes, the order will be canceled. In this case, no refund will be issued.
• System/Technical Errors: Display of incorrect pricing, system bugs, or fraudulent activities detected on the customer account.

In all cases of store-initiated cancellations (except for customer unreachable scenarios), you will receive a 100% refund of the amount paid directly to your original source of payment or your Kishori Mart Wallet.

4. How to Request a Cancellation

To cancel an eligible order, navigate to "My Orders" -> Select the active order -> Click on "Cancel Order". If the button is disabled, it means your order has already entered the packing stage. For critical support, you can connect with our 24/7 help desk via the app chat interface.