Cancellation Policy
At KapuHub, we understand that plans can change. This Cancellation Policy outlines when and how customers, merchants, and service providers may cancel orders, bookings, or requests made through our platform.
By placing an order or booking through KapuHub, you agree to the terms of this Cancellation Policy.
Customer Cancellations
Customers may cancel an order or booking before the merchant, rental provider, or service provider begins processing it.
Once an order has been accepted or is being prepared, packed, dispatched, or delivered, cancellation may no longer be possible.
Some merchants or service providers may apply their own cancellation conditions depending on the type of service.
Food & Grocery Orders
Food and grocery orders may be cancelled only before the merchant starts preparing the order.
Once food preparation or order packing has begun, cancellations are generally not permitted because these products are prepared specifically for the customer.
Pharmacy Orders
Pharmacy orders may be cancelled before they have been processed or dispatched.
After medicines or healthcare products have been prepared for delivery, cancellations may not be accepted, especially where restricted by applicable laws and health regulations.
Shop Orders
Orders placed through the Shop module may be cancelled before shipment.
If an item has already been shipped, customers should refer to the applicable Return and Refund Policy.
Car Rental Bookings
Car rental bookings may be cancelled according to the rental provider's cancellation policy.
Depending on the timing of the cancellation:
- Full refunds may be available for early cancellations.
- Partial refunds may apply for late cancellations.
- No refunds may be issued for no-shows or cancellations after the rental period has begun.
Parcel Delivery
Parcel delivery requests may be cancelled before the parcel has been collected by the delivery partner.
Once pickup has been completed, cancellation may not be possible, and delivery charges may still apply.
Merchant & Service Provider Cancellations
Merchants, rental providers, or delivery partners may cancel an order or booking if:
- The requested item or service is unavailable.
- The customer cannot be reached.
- Delivery is outside the service area.
- Safety or legal concerns prevent completion.
- Unexpected operational issues occur.
If payment has already been made for an eligible cancelled order, the refund will be processed according to the KapuHub Refund Policy.
KapuHub's Right to Cancel
KapuHub reserves the right to cancel any order or booking in exceptional circumstances, including but not limited to:
- Fraudulent or suspicious activity.
- Payment verification failure.
- Technical system errors.
- Service unavailability.
- Force majeure events such as natural disasters, severe weather, or government restrictions.
Cancellation Charges
Some cancellations may incur cancellation fees depending on:
- The type of service.
- The stage of order processing.
- The merchant's or service provider's cancellation policy.
Any applicable charges will be communicated where possible before the cancellation is finalized.
Contact Us
If you need assistance cancelling an order or booking, please contact KapuHub Customer Support through the app or website. Our team will review your request and provide assistance in accordance with this policy.