This Refund Policy explains how 1APPONLY (OPC) PRIVATE LIMITED ("1APPONLY", "we", "us")
handles refunds for orders placed through our mobile application and
vendor web dashboard across food delivery, groceries, rides, and
home services. We stand behind the quality of every order and aim
to resolve all refund requests within 5-7 business days
to your original payment method.
1. When you are eligible for a refund
Order never dispatched — If the vendor fails to accept your order within 5 minutes or cancels it before dispatch, a full refund is issued automatically.
Delivery partner cancels — If no delivery partner picks up the order within 20 minutes of vendor acceptance, we refund the full order value.
Wrong, missing, or damaged items — Reported within 60 minutes of delivery with a photo via the in-app support flow; partial or full refund based on investigation.
Food quality issue — Report within 30 minutes of delivery with photographic evidence; refund amount determined after vendor review (typically 50-100% of the affected item).
Ride cancelled before pickup — Full refund of any pre-authorised fare if the ride is cancelled before the rider arrives at your pickup point.
Home service not provided — Full refund if the service was not rendered OR if the technician failed to arrive within the booked window.
Duplicate charge — If the same order is charged twice to your card/UPI, the duplicate is refunded within 48 hours.
Payment deducted but order not placed — Automatic reversal within 5-7 business days to the source payment method.
2. When you are NOT eligible for a refund
Order delivered successfully with all items present and matching your request.
Customer-initiated cancellation AFTER the vendor has started preparing or dispatching the order.
Taste or portion-size preferences that are subjective (we may offer a goodwill coupon instead).
Address change or wrong delivery address provided by the customer after order confirmation.
Refund requests raised more than 24 hours after delivery.
Partial consumption or use of the product/service.
3. How to request a refund
Open the 1APPONLY app → My Orders → select the order → tap Raise a Dispute.
Pick the reason from the list and attach photos/video evidence (max 10 MB).
Our support team acknowledges within 2 hours and provides a resolution within 48 hours.
Cash-on-Delivery orders — Credited as 1APPONLY Coins into your in-app wallet instantly.
5. Payment gateway
All online payments and refunds are processed through Razorpay
Software Private Limited (RBI-licensed Payment Aggregator).
Refunds are credited to the same payment method used for the original
transaction, as per Razorpay / RBI guidelines.
6. Grievance redressal
If your refund is not resolved within 7 business days, write to our
Grievance Officer at support@1apponly.com
with your order ID and complaint details. We respond within 48 hours
per the IT Rules, 2021.
7. Jurisdiction
This Refund Policy is governed by the laws of India. All disputes
are subject to the exclusive jurisdiction of courts in Bapatla, Andhra Pradesh, India.