Cancellation and Refund Policy

Introduction

This Cancellation and Refund Policy outlines the terms and conditions regarding order cancellations, returns, and refunds for products and services purchased through Camdell's platform. We aim to provide clear guidelines to ensure a fair and transparent process for all our customers.

Customer Cancellations

At Camdell, we understand that circumstances may arise requiring you to cancel an order. However, please note the following policy regarding customer-initiated cancellations:

• Orders generally cannot be canceled once placed.
• Cancellation by the buyer may result in a 100% charge as a penalty.
• This strict policy is in place to ensure fairness to our partner merchants and delivery personnel who begin processing orders immediately upon receipt.

We strongly advise our customers to review their orders carefully before confirming to avoid any inconvenience.

Non-Customer Cancellations

In certain situations, Camdell may need to cancel an order. These situations include, but are not limited to:

• Incorrect delivery addresses provided by the customer
• The delivery location falls outside our service zones
• Unavailability of ordered items
• Technical issues affecting order processing
• Unforeseen circumstances preventing order fulfillment

In cases of non-customer cancellations:

• Refunds up to 100% of the order value may apply.
• The refund amount will depend on the specific circumstances of the cancellation.
• Camdell will always strive to provide the most favorable resolution for our customers within the bounds of this policy.

Camdell Express Orders (Similar to Instamart)

For our Camdell Express service, which offers quick delivery of groceries and essentials:

• Orders are generally non-cancellable and non-refundable once placed.
• Exceptions may be made in specific circumstances such as:
• Orders not being packed due to item unavailability
• Significant delays in delivery beyond our promised timeframe
• Issues with the quality or condition of delivered items
• In cases where cancellation is accepted, refunds will be processed after applicable deductions.
• The deduction amount will depend on the stage at which the cancellation is processed and any costs incurred by Camdell.

Camdell Errands Service (Similar to Genie)

For our Camdell Errands service, which offers pick-up and drop-off services:

• Cancellation fees apply if the order is canceled after it has been accepted by a delivery partner.
• The cancellation fee structure is as follows:
• Cancellation before pick-up: 50% of the service fee
• Cancellation after pick-up but before drop-off: 100% of the service fee
• These fees are necessary to compensate our delivery partners for their time and effort.

Refunds

Camdell processes refunds in the following situations:

• The packaging of delivered items is visibly tampered with or damaged
• The order is incomplete (missing items)
• Delivery failure due to issues on Camdell's end
• Quality issues with the delivered items (subject to verification)

Refund process and timelines:

• For UPI payments: Refunds will be processed within 2 hours
• For card payments or wallet transactions: Refunds may take 5–7 business days
• The actual reflection of the refund in your account may vary depending on your bank's policies

Please note that refund requests must be made within 24 hours of order delivery for food items and within 48 hours for non-food items.

Alcohol Purchases (Where Applicable)

For locations where Camdell facilitates alcohol purchases:

• Orders are typically non-cancellable once placed due to legal restrictions.
• Refunds up to 100% may be possible in the following scenarios:
• The order is not delivered within two hours of placement
• Issues arise from the store's end (e.g., stock unavailability, closure)
• All alcohol purchases are subject to local laws and regulations.
• Camdell reserves the right to cancel alcohol orders if any legal requirements are not met.

Important Notes

• Order Verification: Customers must verify their orders before providing the OTP for delivery. Issues reported after OTP submission cannot lead to cancellations or refunds.
• Product Quality: Complaints about spurious or substandard products will be directed to the respective merchants. Camdell acts as a facilitator and is not directly responsible for product quality.
• Payment Issues: For any payment-related issues, please contact our customer support team immediately.
• Policy Changes: Camdell reserves the right to modify this policy at any time. Any changes will be effective immediately upon posting on our website.

Contact Us

If you have any questions or concerns about our Cancellation and Refund Policy, please contact our customer support team:

• Email: support@camdell.com
• Phone: +1 (555) 123-4567
• Live Chat: Available on our app

Our support team is available 24/7 to assist you with any queries or issues.