CANCELLATION & 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 https://momade.co (the “Website”) and our ‘Momade’ application for mobile and handheld devices (the “App”). The Website and the App are jointly referred to as the “Platform”.

  1. Customer Cancellation
    1. As a general rule Buyer shall not be entitled to cancel the Order once placed. Buyer may choose to cancel Order by 5:00 PM for order earmarked for delivery for next day. However, subject to Buyer’s previous cancellation history, Momade reserves the right to deny any refund to Buyer pursuant to a cancellation initiated by Buyer even if the same is within above criteria followed by suspension of account, as may be necessary for the sole discretion of Momade
    2. If Buyer cancels his/her Order after 5:00 PM for next day delivery, Momade shall have a right to collect a penalty of 100% of the Order amount for breach of contract terms as compensation for the damages suffered by Momade, 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 and PDPs.
  2. Non-Customer Cancellation
    1. Momade reserves the right to collect a penalty for the Orders constrained to be cancelled by Momade for reasons not attributable to Momade, including but not limited to:
      1. In the event, if the address provided by the 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.
      4. Unavailability of all the items ordered by Buyer at the time of booking the Order.
      5. Unavailability of all the items ordered by Buyer at the time of booking the Order. However, in the unlikely event of an item in an Order being unavailable, Momade will contact the Buyer on the phone number provided to us at the time of placing the Order and inform the 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 up to 100% of the Order value.
      6. In case of cancellations for the reasons attributable to Momade or the Merchant or PDP, Momade shall not collect any penalty from the Buyer.
    2. In case of cancellations for the reasons attributable to Momade or the Merchant or PDP, Momade shall not collect any penalty from the Buyer.
  3. Cancellation policy for Instamart/Meat stores/Supermarkets/Pet stores/Fruits and vegetables/Wellness essentials/Gourmet & Organic
    1. The Orders placed by Buyers using the Platform are non-cancellable and non-refundable except if the refund is requested under the following conditions –
      1. If the Order could not be delivered within the estimated time while placing the order; If the Order has not been picked by the PDP.
      2. If the Merchant doesn’t accept or cancels the Order due to reasons not attributable to Buyer, including but not limited to the store being closed, non-availability of items, the store cannot service online orders at that moment, the store is overcrowded, etc.
      3. If Momade cancels the Order due to reasons not attributable to Buyer, including but not limited to non-availability of PDP, etc.
    2. Momade reserves the right to look into the cancellation request of the Buyer and determine if such cancellation request falls under the conditions mentioned above. If Momade is satisfied that the request and same fulfils any of the aforesaid conditions, then Momade shall process the cancellation request and refund amounts to the Buyer.
  4. Refunds
    1. Buyers may be entitled to a refund for prepaid Orders. Momade 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.
    2. Buyer may be entitled to a refund up to 100% of the Order value if PDP fails to deliver the Order due to a cause attributable to either PDP or Momade, however, such refunds will be assessed on a case to case basis by Momade.
    3. Our decision on refunds shall be final and binding.
    4. All refund amounts shall be credited to the Buyer’s wallet.
  5. In case of payment at the time of delivery, the Buyer will not be required to pay for:
    1. Orders where packaging is either tampered with or damaged at the time of delivery.
    2. Wrong Order being delivered.
    3. Items missing from Buyer’s Order at the time of delivery. Provided the same is communicated to Momade Customer Care through the Platform before the Order is marked delivered.