Cancellation and Refund Policy

At eeatro, we aim to provide a hassle-free experience for all our customers. This Cancellation and Refund Policy outlines the terms under which customers can cancel their orders and request refunds for eligible cases.

1. Order Cancellation

• Before Order Confirmation: Customers can cancel their orders at any time before the store accepts and confirms the order through the eeatro app.
• After Order Confirmation: Once the store accepts the order and starts processing it, cancellation may not be allowed. Customers are advised to check the order status before initiating a cancellation.
• Cancellation by Store: In rare cases, the store may cancel the order due to unavailability of items. Customers will be notified immediately, and a refund (if applicable) will be processed with in 24 to 48 hours.

2. Refund Eligibility

• Failed or Declined Orders: If an order cannot be fulfilled, customers will receive a full refund for the amount paid.
• Incorrect or Missing Items: Customers can report incorrect or missing items through the eeatro app within 24 hours of delivery. Refunds or replacements will be provided based on investigation.
• Late Deliveries: If the order is significantly delayed beyond the estimated delivery time due to issues within our control, customers may request a refund.

3. Non-Refundable Cases

• Orders canceled by the customer after the store has started preparation.
• Delivered items that are as per the order and meet quality standards.
• Delays caused by factors beyond eeatro's control, such as weather, traffic, or customer unavailability.

4. Refund Process

• Refund Method: Refunds will be processed to the original payment method or as app credits, depending on customer preference.
• Processing Time: Refunds are typically processed and credited within 7-10 business days. Customers will be notified once the refund is initiated.

5. How to Request a Refund

Customers can initiate a refund request through the Help section in the eeatro app by providing details about the issue and supporting evidence (e.g., photos of the delivered items).

6. Updates to the Policy

eeatro reserves the right to update this Cancellation and Refund Policy at any time. Customers are encouraged to review this policy periodically for any changes.

7. Contact Us

If you have questions about our Refund Policy, please contact us through the Help section in the eeatro app.