This Refund and Cancellation Policy outlines the terms and conditions for order cancellations and refunds for all services provided by Crawl Hands Technology (Zatooms / ZATOOMS SERVICES).
1. Cancellation Policy
1.1 Free Cancellation Window
- 15-Minute Free Cancellation: Orders can be cancelled within 15 minutes of booking time without any charges
- Cancellation must be initiated through the Zatooms app or by contacting customer support
- Full refund will be processed for cancellations within this window
1.2 Cancellation Restrictions
Orders CANNOT be cancelled after:
- Food Orders: Cooking has started at the restaurant
- Grocery/Medicine Orders: Order is being packed or prepared
- Delivery Orders: Rider has arrived at pickup location
- Parcel Delivery: Courier has arrived at pickup address
1.3 Order Status Tracking
- Users can check real-time order status in the app before attempting cancellation
- If cancellation option is not available, the order has progressed beyond the cancellation window
2. Refund Policy
2.1 Refund Processing Timeline
- Processing Time: 7 working days from the date of cancellation approval
- Refund Method: Customer can choose between:
- Zatooms Wallet (instant credit)
- Original payment method (7 working days)
- Bank processing times may vary and are beyond Zatooms' control
2.2 Refund Eligibility
Full refunds are provided for:
- Cancellations within the 15-minute free cancellation window
- Wrong items delivered
- Damaged or spoiled products received
- Non-delivery of order (after all delivery attempts exhausted)
- Quality issues with food (food poisoning, foreign objects, etc.)
- Missing items from the order
- Restaurant/vendor cancelled the order
Partial refunds may be provided for:
- Partially missing items
- Some items damaged while others are intact
- Late delivery beyond the guaranteed time (as per platform discretion)
No refunds for:
- Customer unavailable after multiple delivery attempts
- Incorrect address provided by customer
- Customer refused to accept delivery without valid reason
- Cancellation after order preparation has started
- Change of mind after the free cancellation window
3. Quality Issues and Complaints
3.1 Reporting Quality Issues
- Quality complaints must be reported within 2 hours of delivery
- Photographic evidence may be required for damaged/wrong items
- Contact customer support via app or email: support@zatooms.com
3.2 Investigation Process
- All quality complaints are investigated within 24-48 hours
- Zatooms may contact the vendor/restaurant for verification
- Customers may be asked to provide additional information or evidence
- Decision on refund eligibility is made after investigation
4. Failed Delivery Policy
4.1 Delivery Attempts
- Delivery partners will call the customer upon arrival
- Multiple contact attempts will be made (calls, in-app messages)
- Waiting time: Up to 10 minutes at delivery location
4.2 Customer Unavailable
If customer is unavailable after multiple attempts:
- Food Orders: Returned to restaurant, no refund
- Grocery/Medicine: Returned to vendor, no refund
- Parcels: Returned to sender, delivery charges may apply
- Customer is still charged for the order and delivery
4.3 Customer Responsibility
- Ensure phone number is correct and reachable
- Provide accurate delivery address and landmarks
- Be available at the delivery location during the delivery window
5. Service-Specific Refund Policies
5.1 Food Delivery
- Free cancellation: Within 15 minutes of order placement
- No cancellation: After cooking starts
- Quality issues: Full refund if food is inedible, spoiled, or contaminated
- Wrong order: Full refund or replacement
5.2 Grocery Delivery
- Free cancellation: Within 15 minutes of order placement
- No cancellation: After packing starts
- Expired products: Full refund
- Damaged items: Refund for damaged items only
5.3 Medicine Delivery
- Free cancellation: Within 15 minutes of order placement
- No cancellation: After pharmacy confirms order
- Wrong medicine: Full refund + replacement
- Expired medicine: Full refund + complaint to pharmacy authorities
- Prescription medicines cannot be cancelled once confirmed
5.4 ZatUp - Ride Booking
- Free cancellation: Before rider accepts the ride request
- Cancellation fee: Applicable if rider is on the way to pickup location
- No show: Full charges apply if customer not at pickup location
- Ride issues: Contact support for case-by-case refunds
5.5 Zater - Parcel Delivery
- Free cancellation: Within 15 minutes of booking
- No cancellation: After rider arrives at pickup location
- Damaged parcel: Insurance claim (if insurance purchased)
- Lost parcel: Full refund + insurance payout (if applicable)
6. Refund Methods
6.1 Zatooms Wallet
- Processing Time: Instant credit to wallet
- Usage: Can be used for future orders on Zatooms
- Validity: No expiry on wallet balance
- Withdrawal: Wallet balance is non-withdrawable
6.2 Original Payment Method
- UPI/Cards: 5-7 working days
- Wallets: 3-5 working days
- Bank Transfer: 7-10 working days
- Refund timeline depends on customer's bank/payment provider
6.3 Cash on Delivery Orders
- Refunds for COD orders are credited to Zatooms Wallet only
- Alternative: Bank transfer (requires bank details verification)
7. Promotional Discounts and Cashback
- Promotional discounts are non-refundable
- If an order is cancelled, promotional codes/coupons may be reinstated
- Cashback earned on cancelled orders will be reversed
- Platform fees and delivery charges are refundable for eligible cancellations
8. Dispute Resolution
- If you disagree with a refund decision, contact admin@zatooms.com
- Provide order ID, details, and supporting evidence
- Disputes are reviewed within 3-5 business days
- Management decision on disputes is final
9. Contact for Refunds and Cancellations
For refund requests, cancellation assistance, or related queries:
- Email: support@zatooms.com
- Phone: +91 8110908008
- In-App: Customer Support section
- Response Time: 24-48 hours
10. Policy Changes
- Zatooms reserves the right to modify this Refund and Cancellation Policy
- Changes will be communicated via email or in-app notifications
- Continued use of services constitutes acceptance of updated policy