Cancellation Policy

1. Customer-initiated cancellation

Food & Grocery orders

• Before vendor acceptance (first 5 minutes) — Free cancellation, full refund.
• After vendor acceptance but BEFORE preparation starts — Full refund minus 5% platform processing fee.
• After preparation has started — No refund. The vendor has already invested cost in your order.
• After dispatch — Cancellation not permitted. You may refuse the order on delivery; a case-by-case refund decision applies.

Rides (bike, auto, car)

• Before driver acceptance — Free cancellation.
• After driver acceptance, before pickup, within 3 minutes — Free cancellation.
• After driver acceptance, after 3 minutes — Rs. 25 cancellation fee for bikes / autos; Rs. 50 for cars (compensates driver's wasted time + fuel).
• After driver arrives at pickup — Rs. 50 for bikes / autos; Rs. 100 for cars.
• Outstation / long-distance rides — Free cancellation up to 2 hours before pickup; 50% refund if cancelled 30 min - 2 hours before; no refund within 30 min.

Home services

• More than 2 hours before the scheduled slot — Free cancellation, full refund.
• Less than 2 hours before the slot — 50% refund.
• After technician has started travelling — No refund.

2. Vendor-initiated cancellation

• If the vendor cancels due to out-of-stock items, closed kitchen, or inability to fulfill, we issue a full refund automatically within 5-7 business days.
• Repeated vendor cancellations are tracked; vendors with high cancellation rates are temporarily suspended from the platform.

3. Rider-initiated cancellation

• If no rider accepts within 20 minutes of vendor acceptance, 1APPONLY automatically cancels the order and refunds in full.
• If a rider cancels after acceptance (e.g., vehicle breakdown), the order is immediately re-dispatched to another nearby rider at no cost to you.

4. 1APPONLY-initiated cancellation

We reserve the right to cancel orders if we detect:

• Fraudulent payment activity or chargebacks
• Multiple duplicate orders placed within seconds
• Delivery addresses outside our service area
• Operational emergencies (natural disaster, platform maintenance, vendor-area lockdown)
• Violation of our Terms of Service

In such cases, a full refund is initiated automatically.

5. How to cancel

1. Open the 1APPONLY app → My Orders → tap Cancel Order.
2. Select a reason and confirm.
3. You'll receive instant SMS + push confirmation of cancellation.
4. Refund (if any) is initiated automatically to the source payment method.

6. Non-cancellable orders

The following cannot be cancelled once placed:

• Orders flagged as "Final Sale" by the vendor (e.g., perishable items ordered during off-peak hours)
• Rides that have already reached the drop point
• Home services where the technician has completed more than 50% of the work

7. Grievance redressal

Disputes about cancellation fees may be raised via Raise a Dispute inside the app or by emailing support@1apponly.com. Resolutions are provided within 48 hours.

8. Jurisdiction

This Cancellation Policy is governed by the laws of India. All disputes are subject to the exclusive jurisdiction of courts in Bapatla, Andhra Pradesh, India.