Effective Date: 28-09-2025
Last Updated: 30-09-2025
Phacolite Prolific Private Limited (“Meal Mover”, “Company,” “we,” “our,” or “us”) values the trust you place in us when using our mobile application, website, and services (collectively, the “Platform”).
This Cancellation Policy describes how cancellations are handled across the Meal Mover Platform and explains the rules, timelines, fees, and responsibilities for Customers, Vendors / Service Partners, and Delivery Riders. It applies to our multi-service marketplace (food, grocery, pharmacy, e-commerce, and intra-/inter-city parcel delivery).
This policy is complementary to our Terms of Service, Refund Policy, and Shipping Policy. In case of conflict, the Terms of Service will prevail.
Clear & fast: Simple cancellation flow while protecting partners from loss.
Fairness: Customers receive timely refunds where eligible; vendors and riders are protected from undue loss.
Fraud prevention: Monitoring to prevent abuse (serial cancellations, fake orders).
Regulatory compliance: Special rules may apply for pharmacy/regulated items.
Order status: Placed → Accepted → Preparing/Packed → Picked up → In transit → Delivered → Completed/Closed.
Cancellation Initiator: Customer, Vendor/Partner, Delivery Rider, or Platform.
Grace period: Configurable time window after assignment/confirmation where cancellation terms differ.
Customer (preferred): App → Orders → Select Order → Cancel → Choose reason → Confirm. The app will display eligibility, fees, and refund details.
Customer (alternate): Via in-app chat, email, or phone support.
Vendor: Cancel in Vendor Dashboard/Partner App with mandatory reason. Must notify customer and request Platform assistance for refunds.
Rider: Cancel in Rider App only for valid reasons (vendor delay, unsafe conditions, breakdown, incorrect details). Evidence required.
Platform: May cancel due to fraud, regulatory, safety, or force majeure. Parties will be notified.
Before partner acceptance: Full cancellation and refund (if prepaid).
After acceptance, before preparation/packing: Usually full refund or minus small admin fee.
During/after preparation: Partial or no refund (esp. food).
After pickup/dispatch: Treated as return/failed delivery; refund after inspection.
After delivery/completion: Covered under Refund Policy.
Before acceptance: Full refund.
After acceptance, before preparation: Refundable (may deduct small fee).
After preparation: Partial or no refund.
Rider en route: Partial refund (food cost minus prep/delivery fee).
Partner cancels: Full refund; Meal Mover may offer credits/discount.
Before picking/packing: Full refund.
After packing: May incur packing/restocking fee.
After dispatch: Treated as return. Perishable returns often ineligible.
Before dispensing: Full refund.
After dispatch/delivery: Non-refundable (safety/legal).
Wrong medication: Replacement/refund after verification.
Invalid prescription: Refund after verification; processing fees may apply.
Before shipping: Full refund.
After shipping: Treated as return; refund after inspection.
Seller-initiated: Full refund; repeated cases penalized.
Before pickup: Full refund.
After pickup, before carrier scan: Possible with handling fee.
After in-transit: Cancellation not allowed. Return may be possible at sender’s cost.
Scheduled bookings: Cancel 6–24 hrs before for full refund; late cancellations may incur charges.
Subscriptions: Cancel before billing cycle cut-off. Partial refunds depend on plan.
Bulk/B2B orders: Require advance notice (48–72 hrs). Deposits or costs may be non-refundable.
Cancellation fees: May apply (food prep, packing, rider time). Shown in-app.
Restocking fees: For categories like electronics/custom items.
Partial refunds: Pro-rata refund minus non-refundable costs.
Transparency: All fees displayed before confirming cancellation.
Refused at doorstep: Marked as refused. Return fees may apply. Refund processed after reconciliation.
Customer unavailable: Treated as failed delivery; retries/reschedules may apply.
Allowed for genuine reasons (stock, quality, legal). Must notify customer immediately.
Frequent cancellations may result in penalties, fines, or delisting.
Allowed reasons: vendor delay, unsafe conditions, breakdown, wrong address, safety threats.
Must log reason and evidence.
Repeated unjustified cancellations may lead to suspension/penalties.
May occur due to fraud, regulatory issues, force majeure, or system errors. Full refunds provided where applicable.
Automated notifications sent to all parties.
Customers see refund amount, deductions, and timelines.
Vendors and riders receive logs for dispute handling.
Vendor settlements adjusted for cancellations.
Rider payouts depend on legitimacy of cancellation.
Fraud reserves may be applied.
Monitoring for serial cancellations, COD refusals, or fake claims.
Remedies include warnings, fees, account suspension, or legal action.
Appeals allowed via in-app escalation.
Step 1: In-app support with order ID and evidence.
Step 2: Escalation to senior support/partner relations.
Step 3: Grievance Officer (contact below).
Step 4: External remedies (consumer forum, arbitration, courts).
Vendor cancellation rate: Tracked over 30/90 days. Thresholds may trigger penalties.
Rider cancellation rate: Repeated invalid cancellations lead to suspension.
Emergency cancellations (public safety, government orders, technical outages) handled with special waivers and remedies.
Food cancelled before acceptance? → Full refund.
Cancelled after cooking started? → Partial or no refund.
Vendor out-of-stock? → Full refund + possible voucher.
Rider cancelled pickup due to vendor delay? → Vendor may bear cost; rider not penalized.
Parcel cancelled after pickup? → Shipping fee non-refundable.
Cancellation records, logs, and evidence are retained as per Privacy Policy and legal requirements.
Meal Mover may update this policy due to operational, legal, or market changes. Material changes will be notified in-app or via email.
If you have concerns regarding cancellations or refunds, please contact:
📧 info@localkonnect.com
