TROVEKRT.COM

CANCELLATION POLICY

1. Introduction

Trovekrt.com is an integrated digital platform providing multiple services, including:

• E-Commerce

• e-Pharmacy

• Online Food Delivery

• Online Grocery Shopping

• Online Ride Booking

This Cancellation Policy explains the terms and conditions governing cancellation of orders, bookings, and services placed through the Trovekrt website and mobile application.

Our objective is to provide a transparent and customer-friendly cancellation process while ensuring fair treatment of customers, merchants, pharmacies, restaurants, delivery partners, and drivers.

2. General Cancellation Guidelines

1. Customers may request cancellation through the Trovekrt application or customer support, subject to the status of the order or booking.

2. Cancellation eligibility depends on the service category and order fulfilment stage.

3. Once an order has been dispatched, prepared, or fulfilled, cancellation may be restricted.

4. Any applicable cancellation charges will be communicated to customers before confirmation or at the relevant booking stage.

5. Refunds for eligible cancellations will be processed according to the Trovekrt Refund Policy.

6. Trovekrt reserves the right to cancel orders or bookings due to genuine operational, technical, safety, legal, or availability-related reasons.

7. Nothing in this policy limits consumer rights or remedies available under applicable law.

3. E-Commerce Order Cancellation

Customers may cancel e-commerce orders according to the following conditions:

A. Before Order Processing

• Customers may generally cancel an order before the seller begins processing it.

• No cancellation charge will generally apply.

• Eligible prepaid orders will be refunded.

B. After Order Processing but Before Dispatch

• Cancellation may be permitted subject to seller approval and order status.

• Any applicable charges must be disclosed and legally permissible.

C. After Dispatch

• Cancellation may not be possible once the product has been handed over to the courier or delivery partner.

• Customers may be required to follow the applicable return and refund procedure after delivery.

D. After Delivery

• Delivered products cannot ordinarily be cancelled.

• Eligible returns, replacements, and refunds will be handled under the Return, Refund and Exchange Policy.

4. e-Pharmacy Order Cancellation

Medicine orders are subject to special cancellation requirements due to their pharmaceutical nature and applicable Indian laws.

• Orders may generally be cancelled before pharmacy acceptance or processing.

• Once medicines have been dispensed, packed, or dispatched, cancellation may be restricted, subject to applicable law.

• Prescription medicines cannot be cancelled or returned contrary to applicable pharmaceutical regulations.

• If the pharmacy cannot fulfil an order, the customer will be notified and an eligible refund will be initiated.

• Orders may be cancelled if the prescription is invalid, incomplete, unverifiable, or legally insufficient.

• Customers should contact customer support immediately if they identify an error in a medicine order.

Any cancellation or refund will be handled in coordination with the authorized pharmacy partner and in accordance with applicable law.

5. Online Food Delivery Cancellation

Food orders involve restaurant preparation and perishable products. Therefore, cancellation conditions depend on the preparation and delivery stage.

A. Before Restaurant Acceptance

• Customers may generally cancel without a cancellation charge.

B. After Restaurant Acceptance but Before Preparation

• Cancellation may be permitted depending on restaurant confirmation and applicable cancellation rules.

C. After Food Preparation Begins

• Cancellation may be restricted.

• A disclosed cancellation charge may apply where legally permissible.

D. After Dispatch

• Orders generally cannot be cancelled once dispatched for delivery, except where required by law or where the platform or restaurant cannot fulfil the order.

E. Restaurant-Initiated Cancellation
An order may be cancelled if:

• The restaurant is unavailable or closed.

• Required ingredients or menu items are unavailable.

• The restaurant cannot fulfil the order.

• A technical or operational issue prevents preparation.

Eligible prepaid customers will receive refunds according to the Refund Policy.

6. Online Grocery Order Cancellation

Customers may cancel grocery orders according to their processing and delivery status.

A. Before Store Acceptance

• Orders may generally be cancelled without charge.

B. After Store Acceptance but Before Packing

• Cancellation may be permitted subject to the store's processing status.

C. After Packing or Dispatch

• Cancellation may be restricted, especially for fresh and perishable products.

D. After Delivery

• Cancellation is not ordinarily available after successful delivery.

• Eligible complaints regarding damaged, expired, incorrect, or missing products will be handled under the Return and Refund Policy.

If a grocery partner cannot fulfil an order due to stock unavailability, the customer will be informed and an appropriate adjustment, cancellation, or refund will be arranged.

7. Online Ride Booking Cancellation

Customers may cancel ride bookings according to the following conditions:

A. Before Driver Assignment

• Customers may generally cancel without a cancellation charge.

B. After Driver Assignment

• A cancellation charge may apply if disclosed during booking.

C. After Driver Acceptance and En Route

• A cancellation fee may apply according to the fare and cancellation rules displayed in the app.

D. Driver-Initiated Cancellation

• Customers will not be charged a cancellation fee when the driver cancels the ride.

• Customers may request another ride.

E. Driver Non-Arrival

• If the driver does not arrive within the applicable waiting period or fails to provide the service, customers may report the issue and request a refund of eligible charges.

F. After Ride Commencement

• Cancellation may be subject to applicable fare rules and the circumstances of the cancellation.

Any cancellation charges must be disclosed before or at the time the customer confirms the booking.

8. Trovekrt-Initiated Cancellation

Trovekrt or its participating service partners may cancel an order or booking under circumstances including:

• Product or service unavailability.

• Incorrect or incomplete order information.

• Payment failure or suspected fraudulent transactions.

• Invalid prescription or failure to meet pharmaceutical requirements.

• Restaurant, pharmacy, or merchant inability to fulfil the order.

• Driver or delivery partner unavailability.

• Safety, regulatory, or legal restrictions.

• Technical failures or other genuine operational reasons.

Customers will be notified of the cancellation through the app, SMS, email, or other available communication channels.

For prepaid orders, eligible refunds will be initiated in accordance with the Refund Policy.

9. Cancellation Charges

Cancellation charges may vary depending on the service category, order status, preparation stage, dispatch status, and applicable partner arrangements.

• No cancellation charge will generally apply to eligible cancellations made before processing or acceptance.

• Charges may apply after processing, preparation, dispatch, or driver assignment where disclosed and legally permissible.

• No unfair or undisclosed cancellation charges will be imposed.

• Charges will not apply where prohibited by applicable law.

The applicable cancellation fee, if any, will be displayed to customers before they confirm a chargeable cancellation.

10. Refund for Cancelled Orders

For eligible prepaid cancellations:

• Refunds will generally be initiated within 5–7 business days after approval.

• Actual crediting time depends on the bank, payment gateway, or payment provider.

• Refunds will generally be made to the original payment method wherever feasible.

• Cash-on-delivery orders that have not been paid will not require a payment refund.

• Any amount already collected for an undelivered or cancelled service will be refunded where applicable.

Promotional discounts, coupons, and cashback will be handled according to their respective offer conditions and applicable law.

11. How to Cancel an Order or Booking

Customers can request cancellation through the following process:

1. Open the Trovekrt mobile application.

2. Log in to their registered account.

3. Navigate to My Orders / My Bookings.

4. Select the order or booking they wish to cancel.

5. Click on Cancel Order / Cancel Booking, if available.

6. Select the appropriate cancellation reason.

7. Review any applicable cancellation charges.

8. Confirm the cancellation request.

If the cancellation option is unavailable, customers may contact customer support for assistance.

12. Cancellation Request Review

Some cancellation requests may require manual verification by Trovekrt or the relevant service partner.

Customers will receive an update regarding the cancellation status through available communication channels.

Submission of a cancellation request does not automatically mean that the request has been approved.

13. Misuse of Cancellation Facility

Trovekrt may investigate repeated fraudulent or abusive cancellation activity.

Where misuse is established, the platform may take proportionate action, including restricting promotional benefits, suspending accounts, or limiting access to certain services, subject to applicable law.

14. Policy Changes

Trovekrt reserves the right to modify or update this Cancellation Policy based on operational requirements, service improvements, or changes in applicable laws.

The revised policy will be published on the website and/or mobile application with an updated effective date.

15. Customer Support and Grievance Redressal

For cancellation requests, refund inquiries, or assistance, customers may contact:

Platform: Trovekrt.com
Legal Entity: [Insert Registered Company Name]
Customer Support Email: [Insert Official Email Address]
Contact Number: [Insert Customer Care Number]
Registered Address: [Insert Registered Office Address]
Grievance Officer: [Insert Name and Designation]

Customer complaints will be acknowledged and addressed in accordance with applicable legal requirements.

16. Governing Law

This Cancellation Policy shall be governed by the laws of India, including applicable provisions of the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, as amended, and other relevant laws and regulations.

In case of any conflict between this policy and mandatory legal provisions, the applicable legal provisions shall prevail.

Trovekrt.com – Your World, One Platform.

Shop Smart. Eat Better. Stay Healthy. Travel Conveniently.