Effective Date: 29th January 2025
Last Updated: 29th January 2025
At PepperFlick, we understand that sometimes cancellations are necessary. This Cancellation Policy outlines the conditions under which customers, vendors, and delivery partners can cancel orders, and the procedures for both pre-delivery and post-delivery cancellations.
By using PepperFlick, you agree to this Cancellation Policy.
1. Customer Cancellation
1.1 How to Cancel an Order
• Pre-Delivery:
Customers can cancel an order before it is picked up by the delivery partner through:
• PepperFlick App: Go to “Order History” and select the order to cancel.
• Email: support@pepperflick.com
• Phone: +91 9662711040
• Post-Delivery:
Once the food is delivered, cancellations are not permitted unless there are specific issues such as incorrect or tampered food.
1.2 Cancellation Charges
• Pre-Delivery Cancellations:
• No cancellation charges if the order has not yet been assigned to a rider.
• A small cancellation fee may be charged if the order is already assigned to a rider but has not been picked up yet.
• Post-Delivery Cancellations:
• If a customer cancels the order after it has been delivered or if the delivery partner has already reached the customer’s location, no refund will be issued.
1.3 Refund for Cancelled Orders
• If the customer cancels before the order is picked up:
• A full refund will be issued, credited back to the original payment method.
• If the customer cancels after the order has been picked up:
• A partial refund may be issued, depending on the status of the order and the vendor’s policy.
2. Vendor Cancellation
2.1 When Can a Vendor Cancel an Order?
• Food Preparation Issues:
• If a vendor is unable to prepare the food due to unavailability of ingredients or technical issues, they may cancel the order and inform the customer with a reason.
• Serviceability Problems:
• If the vendor is unable to deliver due to location restrictions or other operational issues, the order may be canceled.
2.2 Vendor Cancellation Process
• The vendor must notify PepperFlick immediately if they need to cancel an order.
• Refunds:
• A full refund is issued to the customer if the order is canceled before the food is prepared.
• If the order is canceled after food preparation, a partial refund may be issued.
2.3 Consequences of Frequent Cancellations
• Vendors who cancel frequently or without valid reasons may face penalties or removal from the platform to ensure a consistent experience for customers.
3. Delivery Partner (Rider) Cancellation
3.1 When Can a Rider Cancel an Order?
• Unavailability:
• If a rider is unable to deliver due to personal reasons, they must inform PepperFlick immediately and the order will be reassigned to another rider.
• Safety Concerns:
• If a rider encounters unsafe conditions (such as bad weather, traffic congestion, or other hazards), they may cancel the order.
• Riders must immediately notify the customer and PepperFlick about such cancellations.
3.2 Rider Cancellation Process
• Riders must use the PepperFlick app to report cancellations and provide a valid reason for their cancellation.
• Replacement Riders:
• If an order is canceled by a rider, another rider will be assigned to complete the delivery.
3.3 Cancellation Fee for Riders
• Frequent Cancellations:
• If a rider cancels frequently without valid reasons, they may face penalties or suspension from the platform.
4. Force Majeure and Exceptional Circumstances
4.1 External Circumstances
In cases of natural disasters, strikes, government restrictions, or pandemics, PepperFlick reserves the right to cancel orders without penalties or compensation.
• Customers, vendors, and riders are encouraged to check the status of their orders regularly and communicate promptly in such cases.
5. How to Contact PepperFlick for Cancellations
For any cancellations, please contact us:
📩 Email: support@pepperflick.com
📞 Phone: +91 9662711040
