RETURN & REFUND POLICY FOR CUSTOMER

Welcome to vooket, we value our customers and strive to ensure the best experience across our services — including food delivery, grocery delivery, and transportation (bike, auto, and taxi). This Return and Refund Policy explains how refunds and returns are handled for orders and rides made through our platform.

  • General Terms

    By using our app and placing an order or booking a ride, you agree to this Return and Refund Policy. Please note that vooket acts as a facilitator between customers and vendors/drivers. Refunds and returns are subject to vendor and service-type conditions.

  • Food Delivery Orders

    • No Return Policy: Due to the perishable nature of food items, returns are not accepted once the order has been delivered.
    • Refund Eligibility: Refunds may be issued only in the following cases:
      • The order was not delivered.
      • The order was incorrect (wrong items delivered).
      • The food was damaged, spoiled, or leaked upon delivery.
    • Customers must raise a complaint within 1 hour of delivery through the in-app support or help section with valid proof (photo or video).

  • Grocery Delivery Orders

    As a vendor on our platform, you agree to:

    • Return Policy: Grocery items may be returned only at the time of delivery if:
      • Wrong or expired products are delivered.
      • Items are damaged, missing, or defective.
    • Once the order is accepted upon delivery, no return or refund request will be processed
    • Refunds will be initiated after confirmation from the vendor and delivery partner.

  • Rides (Bike, Auto, and Taxi Services)

    • Cancellations Before Pickup:
      • If you cancel a ride before the driver accepts, no charges apply.
      • If you cancel after the driver accepts or arrives, a cancellation fee may apply.
    • Refunds for Rides:
      • If the driver cancels after accepting, the full amount (if paid in advance) will be refunded.
      • Refunds will not be provided for completed rides unless there was a payment error or duplicate charge.

  • Refund Process

    • Refunds if approved will be processed within 5–7 business days via the original payment method.
    • Refund timelines may vary depending on your bank or payment provider.

  • Non-Refundable Cases

    Refunds will not be provided for:

    • Change of mind after order confirmation.
    • Delays caused by traffic, weather, or vendor preparation time..
    • Unsatisfactory taste or preference-based issues.
    • Items or rides accepted by the customer.

  • How to Request a Refund

    To raise a refund or complaint:

    • 1. Go to the Help or Support section in the app.
    • 2. Select the relevant order or ride.
    • 3. Provide details and upload any supporting photos or receipts.
    • 4. Our support team will review your request and respond within 24–48 hours.

  • Contact Us

    If you have any questions or concerns about this Return and refund policy, please contact us at:

    EMail: support@vooket.com

    Phone: +91 7684074299

    Address: Plot No.-56/1079,56/1093, Shiva shakti Mess, Sub-Registrar office Road Alada, Khaira, Balasore, Odisha-756048