Refund & Cancellation Policy

1. Scope

This Policy applies to eligible transactions completed through FasstKart, including:

• Marketplace product orders.
• Product delivery services.
• Pickup and drop requests.
• Ride bookings.
• UPI, Cash on Delivery and supported payment methods.

Certain sellers, products or services may have additional conditions displayed before confirmation.

2. Customer Order Cancellation

A customer may request cancellation through the order page or FasstKart support where cancellation remains operationally possible.

2.1 Before seller confirmation

An order may ordinarily be cancelled without a cancellation charge before it has been accepted or prepared by the seller.

2.2 After seller confirmation

Cancellation may be restricted after the seller has accepted, prepared, packed or dispatched the order.

2.3 After pickup by delivery partner

Once an order has been collected by the delivery partner, cancellation may be refused or may result in applicable product, delivery, return-trip or handling charges.

2.4 Perishable or prepared products

Food, customised, made-to-order, perishable or specially prepared products may not be cancellable after preparation has started.

3. Cancellation by Seller or FasstKart

An order may be cancelled by the seller or FasstKart where:

• The product is unavailable.
• The seller cannot fulfil the order.
• The displayed price or description contains an obvious error.
• The address is outside the serviceable area.
• The transaction appears fraudulent or unlawful.
• Payment cannot be verified.
• Safety, weather or operational conditions prevent fulfilment.

Where an online payment was successfully received for a cancelled order, an eligible refund shall be initiated.

4. Product Return Requests

A return request should be raised as soon as reasonably possible through the order page or FasstKart support.

A return may be considered where:

• The wrong product was delivered.
• The product materially differs from its listing.
• The product arrived damaged or defective.
• The product was expired at the time of delivery.
• Required parts or quantities are missing.
• The seller expressly offers a return facility.

The product should ordinarily be unused, with its original packaging, labels, accessories and proof of purchase, unless the defect could only reasonably be discovered after opening or use.

5. Products That May Be Non-Returnable

Subject to applicable consumer rights, the following categories may be non-returnable:

• Perishable food, groceries or products with short shelf life.
• Freshly prepared or made-to-order items.
• Personal hygiene or sealed products after opening.
• Medicines or healthcare products where returns are restricted.
• Customised or personalised products.
• Digital products or services already delivered or activated.
• Products damaged through customer misuse.
• Products missing essential packaging, parts or accessories.

A non-returnable label does not remove rights relating to counterfeit, materially defective, expired, incorrectly supplied or unlawfully described products.

6. Damaged, Defective, Missing or Incorrect Products

The customer should inspect the order promptly after delivery.

Where an item is damaged, defective, missing or incorrect, the customer should submit:

• Order number.
• Clear photographs or video, where reasonably available.
• Description of the issue.
• Product packaging and labels.
• Any other reasonable verification requested by support.

FasstKart may coordinate with the seller and delivery partner before approving a replacement, return or refund.

7. Replacement

Where appropriate and stock is available, FasstKart or the seller may offer replacement instead of a refund.

A replacement request may be declined where:

• The product is no longer available.
• The issue cannot be reasonably verified.
• The product was damaged after delivery by customer misuse.
• The request falls outside the applicable seller or product terms.

If replacement is unavailable after approval, an eligible refund may be offered.

8. Refund Eligibility

A full or partial refund may be approved where:

• A prepaid order is cancelled before fulfilment.
• The seller cannot provide the ordered product.
• The product is accepted as damaged, defective or incorrect.
• An eligible item is successfully returned.
• A charged service was not provided.
• A duplicate payment is verified.
• Applicable law requires a refund or other remedy.

Partial refunds may apply where only part of an order is affected or where an approved deduction is reasonably applicable and disclosed.

9. Refund Method

Approved refunds for online payments will ordinarily be sent to the original payment method where technically possible.

Depending on available systems, an approved refund may alternatively be processed through:

• Original UPI or payment method.
• Verified bank account.
• FasstKart wallet, only where available and accepted by the user.
• Another lawful and mutually agreed method.

FasstKart will never ask for your UPI PIN, card PIN, CVV or internet-banking password to process a refund.

10. Cash on Delivery Refunds

Cash on Delivery refunds cannot ordinarily be returned through the original cash-payment channel.

The customer may be asked to provide a verified UPI ID or bank account for an approved COD refund.

The customer is responsible for ensuring that the supplied refund details are accurate and belong to the customer or an authorised person.

11. Failed, Pending or Duplicate Payments

A payment may appear deducted even where FasstKart has not received successful payment confirmation.

In such cases:

• The payment may be automatically reversed by the bank or provider.
• FasstKart may verify the transaction reference.
• The customer should avoid making repeated payments without checking status.
• A verified duplicate payment may be refunded.

Bank or payment-provider processing periods are outside FasstKart's direct control.

12. Delivery, Platform and Handling Charges

Delivery, platform, convenience, handling, waiting or special-service charges may not be refundable where the related service has already been substantially performed.

Such charges may be refunded where:

• The service was cancelled before performance began.
• The order was cancelled due to seller or FasstKart failure.
• The charge was applied incorrectly.
• Applicable law requires its refund.

13. Ride Cancellation

A passenger may cancel a ride before the ride starts. A disclosed cancellation or waiting charge may apply where:

• The driver has already travelled toward the pickup point.
• The passenger is unavailable or does not respond.
• The passenger requests cancellation after a reasonable waiting period.
• The passenger provides an incorrect or unsafe pickup location.

A cancellation charge should not ordinarily apply where:

• No driver was assigned.
• The assigned driver cancelled or failed to arrive.
• The vehicle or driver materially differed from approved information.
• A genuine safety concern justified cancellation.
• FasstKart or the driver could not provide the booked service.

Once a ride has started, the passenger may be charged for the completed portion, waiting, tolls or other disclosed charges.

14. Pickup and Drop Cancellation

A pickup and drop request may generally be cancelled before the assigned partner begins travelling toward the pickup location.

Where the partner has travelled, waited, collected the item or started the trip, applicable travel, waiting, return or handling charges may be deducted.

No illegal, hazardous or restricted item is eligible for pickup, delivery or compensation.

15. Verification and Supporting Evidence

FasstKart may request reasonable evidence to verify a cancellation, return, replacement or refund claim.

Evidence may include:

• Order or booking details.
• Photographs or videos.
• Payment reference.
• Communication records.
• OTP, tracking or delivery status.
• Seller, driver or delivery-partner response.

Requests may be delayed or declined where necessary information is withheld, materially inconsistent or fraudulent.

16. Refund Processing Time

FasstKart will review an eligible refund request after receiving the required information and verification.

Once approved, FasstKart will initiate the refund as soon as reasonably practicable. The time required for the amount to appear may vary according to the bank, UPI provider, payment processor and payment method.

Customers should preserve the refund reference until the amount is credited.

17. Fraud and Policy Abuse

FasstKart may investigate and restrict refund facilities where there is reasonable evidence of:

• Repeated false claims.
• Manipulated photographs or documents.
• Return of a different product.
• Intentional product damage.
• Duplicate compensation requests.
• Abuse of cancellation, COD or promotional facilities.

Serious abuse may result in refusal of the fraudulent claim, account restriction and lawful recovery or reporting action.

18. Support and Grievance Contact

For cancellation, return, replacement or refund assistance, contact:

Please include your order or booking number and a clear description of the issue.

Live publish karne se pehle placeholder phone number aur email ko actual FasstKart business contact se replace karo.