Refund and Cancellation Policy

This Refund and Cancellation Policy explains how refunds, cancellations, failed payments, grocery order issues, dairy subscription changes, and salon or local service booking cancellations are handled on Grabioz.

1. General refund principles

• Refund eligibility depends on the type of order, booking, payment method, supplier policy, delivery status, and cancellation timing shown during checkout or booking.
• Refunds are normally issued to the original payment method where technically supported.
• Cash-on-delivery orders are not prepaid, so any adjustment may be handled through cancellation, replacement, store credit where available, or support resolution.
• Taxes, delivery fees, packaging fees, and convenience fees may be refundable or non-refundable depending on whether the order was accepted, packed, dispatched, delivered, or cancelled.

2. Grocery and dairy orders

A customer may be eligible for a refund, replacement, or adjustment when:

• An item paid for is unavailable and cannot be replaced with customer consent.
• The supplier cancels the order before fulfillment.
• The order is not delivered due to an issue caused by the supplier, delivery partner, or platform.
• An item is missing, materially damaged, expired, or materially different from what was ordered, subject to review.

Refunds may be reduced or declined where the customer provides an incorrect address, is unavailable to receive delivery, rejects a valid order without cause, or reports an issue after a reasonable review window.

3. Customer cancellation for grocery orders

Customers may cancel eligible grocery orders before the supplier starts preparing, packing, or dispatching the order. Once an order is prepared, packed, dispatched, or delivered, cancellation may not be available and refunds may be limited.

4. Subscriptions

For eligible grocery or dairy subscriptions, customers may pause, resume, skip, or cancel future deliveries where the app provides those controls. Changes must be made before the cut-off time shown in the app. Already generated or accepted child orders may follow the normal grocery order cancellation rules.

5. Salon and service bookings

Some bookings may require an advance payment. The refund window and advance amount will be shown before the customer confirms the booking.

• Cancellation before the refund cut-off: the eligible advance amount is refunded to the customer.
• Late cancellation after the refund cut-off: the advance may be non-refundable.
• No-show: the advance may be non-refundable.
• Supplier-initiated cancellation: the customer is eligible for a full refund of any advance paid for that booking.
• Service completed: the advance is treated as part of the service payment and is not refundable except where required by law or support review.

6. Failed, duplicate, or pending payments

If a payment is debited but the order or booking is not created or confirmed, Grabioz or its payment partner will attempt to reconcile the payment. Eligible failed or duplicate payments are refunded or reversed according to the payment provider and bank timelines.

7. Refund timelines

Approved refunds are initiated as soon as reasonably possible after verification. Bank, UPI, card, wallet, or payment-provider timelines may vary and can take several business days after initiation.

8. How to request help

Customers should raise refund or cancellation issues through the app support flow when available, or contact Krafts AI LLC at hi@grabioz.com. Please include the order ID or booking ID, phone number used on Grabioz, issue details, and supporting photos where relevant.

9. Abuse and exceptions

Grabioz may decline refunds, restrict accounts, or investigate activity where there is suspected abuse, fraud, repeated false claims, policy manipulation, or violation of platform terms.

10. Policy updates

We may update this Refund and Cancellation Policy from time to time. The updated version will be posted on this page with a revised "Last updated" date.