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Refund Policy

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Refund & Cancellation Policy

Last Updated: 23 August 2026

GETNGO aims to provide customers with a transparent ordering and delivery experience.

This Refund & Cancellation Policy explains the general circumstances under which cancellation, replacement, adjustment or refund requests may be considered.

1. Order Cancellation by Customer

Customers should cancel an order as soon as possible if they no longer require it.

A cancellation may generally be considered before the vendor begins preparation, packing or fulfilment.

Once the vendor has started preparing or packing an order, cancellation may be restricted because costs may already have been incurred.

2. Cancellation After Dispatch

Once an order has been picked up by a delivery partner or dispatched for delivery, customer-requested cancellation may generally not qualify for a full refund unless there is a verified service issue or another applicable reason.

3. Cancellation by Vendor

A vendor may cancel an order for reasons including:

  • Product unavailable

  • Item out of stock

  • Restaurant unable to prepare the order

  • Store closure

  • Pricing or inventory error

  • Operational emergency

For a prepaid order cancelled because the vendor cannot fulfil it, the eligible amount will generally be initiated for refund.

4. Cancellation by GETNGO

GETNGO may cancel an order where fulfilment becomes impracticable due to circumstances such as:

  • No delivery partner available

  • Incorrect or unsupported delivery location

  • Operational disruption

  • Safety concerns

  • Suspected fraud

  • Vendor inability to fulfil the order

Where appropriate, an eligible prepaid amount will be processed for refund.

5. Eligible Refund Situations

A refund, partial refund, replacement or other appropriate resolution may be considered where verified circumstances include:

  • Order not delivered

  • Vendor cancelled a prepaid order

  • Wrong order delivered

  • Materially missing items

  • Materially damaged or spilled items

  • Duplicate payment

  • Payment debited but a valid order was not created

  • Other verified fulfilment failures

The appropriate resolution will depend on the circumstances.

6. Food Quality Complaints

If you receive food that appears materially damaged, spoiled or otherwise unsuitable, contact GETNGO support as soon as reasonably possible.

You may be requested to provide:

  • Order ID

  • Description of the problem

  • Photographs

  • Packaging photographs

  • Other relevant evidence

Food quality complaints may be reviewed with the relevant vendor before a refund or other resolution is approved.

7. Missing Items

If part of your order is missing, report it promptly through the available support channel.

After verification, GETNGO may facilitate an appropriate resolution, which may include:

  • Delivery of the missing item where practicable

  • Partial refund

  • Reward/credit where expressly offered and accepted

  • Another reasonable resolution

8. Wrong Items

If you receive an item materially different from what you ordered, report the issue promptly.

Keep the product and packaging available where reasonably possible until the complaint is reviewed.

9. Customer-Related Delivery Failures

A full refund may not be available where delivery fails because:

  • The customer provided an incorrect address

  • The customer provided incomplete delivery information

  • The customer was unavailable

  • The customer could not be contacted after reasonable attempts

  • The customer refused a correctly fulfilled order without an applicable reason

Each case may be reviewed according to its circumstances.

10. Change of Mind

For prepared food and other perishable goods, a change-of-mind cancellation may not be available after preparation or fulfilment begins.

Other products may be subject to category-specific restrictions and applicable law.

11. Payment Failed but Amount Debited

If a payment fails but your account is debited, the amount may be automatically reversed by the relevant bank, payment provider or payment gateway.

Processing times depend on the payment method and financial institution.

If the amount is not reversed within the applicable processing period, contact GETNGO support with the relevant transaction details.

12. Duplicate Payments

If you are charged more than once for the same valid order, contact GETNGO support.

After verification, an eligible duplicate amount will be initiated for refund.

13. Refund Method

Approved refunds for prepaid transactions will ordinarily be processed to the original payment method where technically available.

Where another legally permissible method is necessary, the available option may be communicated to the customer.

14. Refund Processing Time

GETNGO will initiate an approved refund as reasonably practicable.

The time required for the amount to appear in your account may depend on:

  • Bank

  • UPI provider

  • Card issuer

  • Payment gateway

  • Payment method

Bank or payment-provider processing times are outside GETNGO's direct control.

15. Delivery Charges

Delivery charges may be refundable where the entire order fails because of a verified vendor, delivery or GETNGO fulfilment issue.

Delivery charges may not be refundable where the customer is responsible for the failed delivery or where the underlying circumstances do not qualify for reimbursement.

16. Promotional Discounts and Coupons

Where an order uses a coupon, discount or promotional benefit:

  • Refunds may be based on the amount actually paid

  • Coupons may not automatically be reissued

  • Promotional benefits may remain subject to their original conditions

17. Reward Points

If reward points were used for an order that qualifies for cancellation or refund, eligible points may be restored subject to the applicable reward-program conditions.

Reward points obtained through abuse or fraudulent activity may be cancelled.

18. How to Request a Refund

When contacting GETNGO, provide:

  • Order ID

  • Registered mobile number

  • Description of the issue

  • Relevant photographs where applicable

  • Transaction details where applicable

Providing complete information can help us review the request faster.

19. Abuse and Fraud

GETNGO may reject claims reasonably determined to involve:

  • Fraud

  • False information

  • Manipulated evidence

  • Repeated misuse of refund mechanisms

  • Promotion abuse

GETNGO may also restrict accounts involved in serious or repeated misuse, subject to applicable law.

20. Contact GETNGO

For cancellation, refund or order-related assistance:

GETNGO DELIVERY PRIVATE LIMITED

Website: www.getngo.app
Phone: +91 99430 45045

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