Cancellation & Refund Policy

1. At a glance

• Before the store accepts, and for 1 minute after: cancel free, full refund.
• After that, until the pilot picks it up: you can cancel, but you pay for the food.
• Once the pilot has it: it can't be cancelled in the app. Contact Help.
• Store declines, or Daasho cancels: full refund.
• Missing or wrong item: report it in the app within 72 hours of delivery, with a photo.
• Refunds go back to how you paid, or straight away as Daasho Credits if you choose.

2. Cancelling a food or grocery order

• Before the store accepts your order, and within 1 minute of it accepting: cancelling is free and you get everything back.
• After that, until a pilot picks the order up: the store has started preparing it, so cancelling costs the price of the food (the item total after offers and coupons), which goes to the store. Everything else you paid, such as the delivery fee and tip, is refunded. The exact amount is shown before you confirm.
• Cash on delivery orders: nothing has been paid, so nothing is charged. But cancelling after the free minute switches off cash on delivery for your account.
• After pickup: the order can't be cancelled in the app. If something is wrong, use Help on the order and our team will look at it.

3. When an order is cancelled by the store or by Daasho

You get a full refund, including the delivery fee and tip, if the store declines your order, does not respond in time, or if Daasho cancels it (for example, if no pilot is available or the store closes unexpectedly). Any Daasho Credits and coupons used are given back.

An online order that is not paid within 15 minutes is cancelled automatically, and nothing is charged.

4. Missing, wrong or poor-quality items

Report the problem in the app: open the order → Help → choose the problem, pick the items and add a photo.

• Time limit: within 72 hours of delivery.
• Instant refund: for a missing or wrong item on a paid order, the refund is usually instant, up to ₹200. If you have made several claims recently, the instant limit is lower and our team checks the claim instead.
• Quality problems (spoiled, damaged or not as described), cash on delivery orders and larger amounts are reviewed by our support team, who reply within 48 hours.
• Amount: the price you paid for the affected items, after any discounts. The delivery fee is refunded only if the problem was caused by Daasho or the pilot.
• We may refuse a claim that is late, has no photo when one is needed, or is for an order that was not delivered to you.

5. If you could not be reached

If the pilot arrives but cannot reach you at the address or by phone after waiting, the order ends as "customer not reachable". A prepaid order is not refunded, because it was prepared and brought to your address. On a cash order nothing is charged, but cash on delivery is switched off for your account.

6. Grab & Go

• Cancelling is free until a pilot has collected the item. There are no cancellation fees.
• If the pilot refuses an item that is unsafe, not allowed or badly packed, you get a full refund.
• Waiting and return-trip charges are for time and distance the pilot actually spent, and are not refunded.
• Daasho does not insure items carried with Grab & Go, so loss or damage of the item itself is not refunded, except where it was caused by the pilot's fault. Report any problem in the app.

7. How refunds are paid

• Daasho Credits used on the order always come back first, to your Credits.
• Online payments (UPI or card) are returned to the same account or card. Daasho sends the refund at once; your bank usually shows it within 5 to 7 working days.
• Or choose Daasho Credits instead: the refund is in your account immediately, and refund credits never expire.
• Cash on delivery orders: after review, the refund is sent to a UPI ID you give us.
• You can follow every refund under Account → Help → Refunds.

8. Daasho Credits

Daasho Credits are not money. They cannot be bought, transferred or exchanged for cash. Refund credits never expire; promotional credits expire on the date shown in the app. Credits left in an account are lost if the account is deleted.

9. Questions and complaints

Use Help in the app for the fastest answer, or write to support@daasho.com. If you are not satisfied, your complaint goes to our Grievance Officer (support@daasho.com), who acknowledges it within 48 hours and resolves it within one month.