Refund & Cancellation Policy

Kirana by Gopafy is a technology platform that connects customers with independent local stores. All products are sold, fulfilled, delivered, and financially managed directly by the respective store owner.

Kirana acts solely as an intermediary technology platform and does not take ownership, possession, or control of inventory, products, or customer payments at any stage of the transaction.

1. Order Acceptance
Orders placed through Kirana are subject to manual or automated acceptance by the respective store.

Stores reserve the right to reject, modify, partially fulfill, or cancel orders due to:

• Stock unavailability
• Store closure
• Pricing or catalog errors
• Operational limitations
• Delivery restrictions
• Technical issues
• Suspicious or fraudulent activity

Product listings displayed on the platform do not guarantee actual stock availability, pricing accuracy, or immediate fulfillment by the store.

Stores may partially fulfill orders by removing unavailable items or adjusting quantities based on inventory availability and operational conditions.

2. Cancellation by Customer
Customers may request order cancellation directly through the app before the order is marked as:

• Packing
• Ready for Pickup
• Out for Delivery

Once order processing has begun, cancellation approval shall be entirely subject to the respective store’s policies and operational discretion.

3. Refund Responsibility
Under the Consumer Protection (E-Commerce) Rules, 2020, all refunds are the legal responsibility of, and are handled directly by, the respective store owner.

Kirana does not collect, process, hold, or settle customer payments and therefore cannot, and is not legally obligated to, process direct monetary refunds.

Any approved refund timelines, methods, or settlement processes shall be determined solely by the respective store owner based on their internal policies and applicable laws.

Kirana does not control or guarantee refund processing timelines.

In cases involving failed UPI transactions, duplicate payments, pending reversals, banking delays, or payment network failures, customers must directly coordinate with the respective store and payment provider.

Kirana shall not be responsible for banking system failures, UPI disruptions, payment gateway downtime, or delayed payment reversals.

4. Non-Refundable Situations
Refunds, replacements, or compensation requests from the store may generally not be applicable for:

• Incorrect delivery addresses provided by the customer
• Delayed customer response during delivery
• Rejected deliveries by the customer
• Perishable grocery or food products once safely delivered
• Products that are partially consumed, opened, or damaged after delivery

Due to the nature of perishable grocery and food products, refund or replacement requests may be restricted once products are accepted, consumed, or improperly stored by the customer.

5. Damaged, Missing, or Wrong Products
Customers should immediately contact the respective store through the app or available contact methods in case of:

• Receiving incorrect products
• Damaged packaging
• Expired products
• Missing items
• Quantity mismatch

Kirana customer support may facilitate communication between customers and stores for operational convenience.

However, all final decisions regarding refunds, replacements, compensation, or dispute resolution remain solely with the respective store owner.

6. Delivery & Operational Delays
Delivery timelines may be affected by:

• Weather conditions
• Traffic or transportation disruptions
• Local restrictions or curfews
• Technical outages
• High order volume
• Store operational issues
• Events beyond reasonable control

Kirana shall not be liable for delivery delays, failed deliveries, or operational disruptions caused by such circumstances.

7. Fraud Prevention
Kirana and participating stores reserve the right to reject refund, replacement, compensation, or cancellation requests suspected to involve:

• Fraudulent activity
• False claims
• Abuse of platform policies
• Repeated suspicious refund requests
• Manipulation of platform operations

Accounts associated with fraudulent behavior may be restricted, suspended, investigated, or permanently terminated.

8. Platform Limitation
Kirana acts solely as a technology intermediary platform and shall not be financially or legally liable for:

• Refund disputes
• Payment failures
• Delivery failures
• Product quality disputes
• Store operational issues
• Inventory inaccuracies
• Customer-store disputes

All commercial responsibility remains solely with the respective store owner.

9. Force Majeure
Kirana shall not be liable for refund delays, order failures, cancellation issues, or operational disruptions caused by events beyond reasonable control including:

• Natural disasters
• Internet or technical failures
• Government restrictions
• Strikes or labor disruptions
• Pandemics
• Power outages
• Third-party infrastructure failures

10. Contact Support
For platform-related support including app issues, store reporting, or general assistance:

Email: [email protected]

Phone: +91 89042 76807

Website: https://kirana.gopafy.com