Droppr Refund & Cancellation Policy

Introduction

The purpose of this Refund and Cancellation Policy (the "Policy") is to establish clear and transparent guidelines regarding cancellations, refunds, reversals, credits, payment disputes, and related procedures applicable to the Droppr platform.

Droppr is a technology-enabled logistics and delivery platform that facilitates transactions and fulfillment between Users, independent delivery Partners, and Vendors. Unless specifically stated otherwise, Droppr acts as an intermediary digital platform for booking, dispatch coordination, fulfillment support, and payment collection.

This Policy explains how Droppr handles order cancellations, delivery failures, refund eligibility, partner compensation, vendor-related refund events, wallet balances, and dispute resolution for a logistics and delivery ecosystem comparable to app-based intra-city fulfillment platforms.

Scope and Applicability

This Policy applies to all bookings, deliveries, shipment requests, product orders, wallet transactions, and payments made through Droppr’s mobile application, website, or any authorized digital interface.

It covers:

User-initiated cancellations.
Partner-initiated cancellations.
Vendor-initiated cancellations.
Automatic cancellations caused by technical, geographic, operational, or payment-verification issues.
Refunds related to prepaid deliveries, duplicate charges, excess deductions, service failures, or eligible wallet credits.

The terms of this Policy are binding on all registered Users, Partners, Vendors, and authorized third-party service providers processing transactions or support services on behalf of Droppr.

Cancellation by Users

Users may cancel an order or delivery request subject to the stage of acceptance, dispatch, packing, pickup readiness, and partner allocation.

Free Cancellation Window

A User may cancel without charge before a Vendor accepts the order or before a Partner is assigned, where applicable.
For instant delivery requests, a User may generally cancel within 2 minutes of Partner assignment without a cancellation fee, unless pickup has already begun or the Vendor has started preparing the order.

Post-Acceptance Cancellations

If a User cancels after Vendor confirmation, Partner assignment, or preparation of the shipment or goods, Droppr may charge a nominal cancellation fee.
If a Partner has already reached the pickup location or a Vendor has completed packing, the User may be liable for delivery effort charges, packaging charges, handling charges, or a portion of the service fee.

Scheduled Bookings

Scheduled or advance bookings canceled at least 1 hour before the selected slot may be free unless a Vendor-specific preparation charge has already been disclosed.
If canceled within 1 hour of the slot, a partial cancellation charge of up to 50% of the estimated service fee may apply depending on fulfillment status.

Repeated Cancellations

Repeated or abusive cancellations, including frequent cancellations within a short operational window, may lead to account restrictions, reduced promotional benefits, operational review, or suspension.

Cancellation by Partners

Partners are expected to maintain reliable acceptance and delivery standards. However, a Partner may cancel without penalty in limited cases where the task becomes unsafe, impossible, unlawful, or operationally impractical.

Acceptable Reasons

User or Vendor is unreachable despite reasonable attempts.
Incorrect pickup or drop details, restricted access, or unsafe premises.
Vehicle breakdown, medical emergency, accident, compliance issue, or prohibited-goods concern.

Unjustified Cancellations

If a Partner repeatedly cancels accepted tasks without valid operational reasons, Droppr may reduce order visibility, impose internal quality penalties, suspend the account temporarily, or apply monetary adjustments.

User Protection

If a Partner cancels before pickup, the User should not be charged a cancellation fee attributable to that cancellation.
Droppr may attempt reassignment where feasible; if reassignment fails, eligible prepaid amounts may be refunded or credited.

Cancellation by Vendors

Vendors are responsible for maintaining accurate inventory, product availability, dispatch readiness, and operational reliability on the platform.

Valid Cancellation Scenarios

Product is out of stock.
Pricing, catalog, or listing error materially affects the order.
Operational closure, legal restriction, safety issue, or inability to fulfill the order.

Vendor Responsibility

If a Vendor cancels before dispatch, the User should not bear cancellation charges for that event.
If payment has already been collected, eligible refunds for item value, taxes, and applicable delivery fee may be initiated according to this Policy.

Repeated Vendor Failures

Frequent vendor-side cancellations, stock inaccuracies, or refusal to honor accepted orders may result in temporary delisting, lower ranking, financial adjustments, account review, or termination.

Automatic Cancellations

Droppr may automatically cancel an order, dispatch, or delivery request in cases such as payment verification failure, lack of Partner availability, address outside the serviceable zone, prohibited goods detection, or prolonged technical issues.

Where such cancellation occurs before service fulfillment begins, eligible prepaid amounts may be automatically refunded, reversed, or credited depending on the original payment method and settlement timelines.

Failed Delivery and No-Show

A delivery may be classified as failed, undeliverable, or no-show if pickup or drop cannot be completed because the relevant party is unavailable, unreachable, refuses acceptance without valid cause, or provides materially incorrect details.

Waiting Time and Charges

Standard waiting time may be up to 5 minutes at pickup and/or drop unless a different duration is shown for the service.
After expiry of the waiting period, waiting charges, failed-attempt charges, or return charges may apply.

Return-to-Origin or Reverse Logistics

If a shipment cannot be delivered and must be returned, reverse logistics or return-to-origin charges may apply.
Such charges may be adjusted against settlement amounts, wallet balances, or charged to the relevant party based on responsibility.

Exceptions

No failed-delivery or no-show charge should apply where delay is materially caused by the Partner, the Vendor, or a verifiable safety or tampering concern.

Refund Eligibility

Refunds may be considered where the service was not delivered as promised, payment was incorrectly processed, or platform failure caused a loss to the User.

Refundable Scenarios

Vendor cancels before dispatch.
Partner fails to arrive or fails to complete the task without User fault.
Duplicate debit, excess deduction, or technical payment error.
Service disruption or app malfunction after payment is collected.
Unauthorized transaction subject to verification.
Missing, materially damaged, or wrongly delivered goods, subject to proof and category-specific review.

Non-Refundable Scenarios

User cancellation after the applicable grace period where preparation or allocation has already begun.
Failed delivery or no-show caused by incorrect address, User unavailability, or consignee refusal without valid cause.
Valid charges for completed logistics tasks, waiting time, tolls, add-on handling, or completed services unless a verified dispute is established.
Promotional credits, coupons, cashback, or referral benefits unless expressly stated otherwise.

Refund Request Process

Refund requests should be raised through Droppr’s support portal, app support module, or official support email (jsharma.1985@gmail.com).
Users should preferably report issues within 48 hours of the relevant event.
Droppr may request payment proof, order details, packaging images, delivery evidence, or other supporting material before deciding a claim.

Timelines

Claims are generally reviewed within 3 to 5 business days unless banking, Vendor, Partner, or fraud verification takes longer.
Approved refunds are generally processed within 5 to 7 business days, subject to intermediary and banking timelines.

Partial Refunds

If a service is only partly performed, Droppr may issue a proportionate refund after accounting for completed delivery effort, handling charges, or partially fulfilled order components.

Wallet and Credit Balances

Users may maintain wallet balances or stored credits for convenience where the feature is enabled.

Wallet Refunds

Refunds credited to the platform wallet may appear instantly or within a reasonable system processing period.
Refunds returned to the original payment source such as UPI, bank account, or card may take up to 7 working days or longer depending on intermediary and banking processes.

Promotional Credits

Promotional credits, campaign balances, referral incentives, and cashback are non-transferable, non-interest bearing, and non-refundable unless expressly stated otherwise.

Refunds and Adjustments for Partners and Vendors

Partners and Vendors may also be eligible for certain settlement corrections and reimbursements.

Partner Claims

Partners may raise claims in cases such as inaccurate distance capture, duplicate penalties, incorrect commission deductions, or cancellation after substantial effort.

Vendor Claims

Vendors may raise claims for duplicate deductions, failed COD reconciliation, erroneous refund allocation, pricing mismatch, or reverse logistics adjustments.

Adjustment Mode

Approved claims may be settled in the next payout cycle, ledger adjustment, wallet credit, or other commercially reasonable settlement mode.

Payment Gateway and Processing

Droppr may work with RBI-authorized banks, UPI providers, payment gateways, and regulated intermediaries for transaction processing. Public logistics platform terms commonly state that refunds, claims, and cancellations remain subject to operational review and payment processing timelines, which supports including reconciliation and intermediary delay language in this policy.

Transactions may be subject to authentication, fraud review, chargeback checks, reconciliation, and intermediary settlement cycles. Droppr should not store full card or UPI credentials except through compliant and authorized payment systems.

Force Majeure

Droppr shall not be liable for cancellation, non-performance, delivery failure, or refund delay caused by events beyond reasonable control, including natural disasters, severe weather, strikes, riots, governmental restrictions, epidemics, internet outages, or legal prohibitions affecting operations.

Fraud, Abuse, and Policy Violations

Any attempt to misuse the refund, cancellation, or compensation process may result in suspension, payout withholding, recovery action, blacklisting, or legal proceedings.

Examples include:

False claims of non-delivery, damage, or missing goods.
Strategic cancellations to manipulate service benefits or promotions.
Collusion between Users, Partners, and Vendors to manipulate proof-of-delivery, payouts, or dynamic pricing.
Use of fake accounts, fabricated evidence, or unauthorized payment instruments.

Consumer Rights and Legal Compliance

This Policy is governed by the laws of India. Public guidance on e-commerce consumer rights notes that Indian consumer protection frameworks and platform obligations are relevant to refunds, order cancellation, and dispute handling, which supports keeping statutory rights expressly preserved in this document.

Nothing in this Policy is intended to limit statutory rights available under applicable law, including the Consumer Protection Act, 2019, the Information Technology Act, 2000, and the Digital Personal Data Protection Act, 2023. Comparable platform documentation and consumer-rights commentary also support clearly disclosing claim windows, refund timelines, and refund exclusions for completed services.