Any Capitalized terms used but not defined herein shall have the meaning assigned to them under the Instamart Terms of Use which govern your use of our 'Instamart' application for mobile and handheld devices (the "App").
Cancellation
The Orders placed by Buyers using Instamart are non-cancellable and non-refundable except if cancellation is requested under the following conditions –
- The Order has been placed by the Buyer, however, the order has not been packed by the Merchant
- If Instamart cancels the Order due to reasons not attributable to Buyer, including but not limited to non-availability of all ordered items, non availability of delivery partner etc.
- If the Order could not be delivered within the estimated time which reflects on the Buyer's screen while placing the order.
- If the Merchant doesn't accept or cancels the Order due to reasons not attributable to the Buyer, including but not limited to the Merchant's store being closed, or the store unable to service orders due to any reason whatsoever etc.
Instamart, at its sole discretion, reserves the right to review the cancellation request of the Buyer and determine if such cancellation request falls under the conditions mentioned above. If Instamart is satisfied that the request fulfills the aforesaid conditions, then Instamart will process the cancellation request and refund Order value, after any applicable deductions, to the Buyer.
For cancellation requests of Orders that do not fall under the conditions mentioned above, the Buyer may be charged up to 100% of the Order value.
Refunds
The Buyer may also be entitled to a refund of up to 100% of the item/order value or replacement of the items/entire Order (as may be applicable) if the issue is reported within specified claim window as provided in the Product description page provided the claim is raised for the following events and subject to the required evidences provided by the Buyer,
- Packaging of an item in an Order or the complete Order, is either tampered or damaged,
- Incomplete order
- Incorrect items
No replacement / refund / or any other resolution will be provided without Merchant's permission
All refund amounts shall be credited to Buyer's account as may be stipulated as per the payment mechanism of Buyer's choice, the estimated timelines are detailed as below, in case Buyer does not choose to credit it to Buyer's wallet with their account:
| Process | Payment Method | Refund Source | TAT |
|---|---|---|---|
| Order Edit / Cancellation / Compensation / Payment Failure | Net Banking | Source | 5–7 Business Days |
| Debit/Credit Cards | Source | 5–7 Business Days | |
| UPI | Source | 5–7 Business Days | |
| Amazon Pay (Wallet) | Source | 5–7 Business Days | |
| Amazon Pay (CC/ DC/ NB) | Source | 5–7 Business Days | |
| PhonePe (Wallet) | Source | 5–7 Business Days | |
| PhonePe (CC/ DC/ NB) | Source | 5–7 Business Days | |
| Wallet – Paytm/ Mobikwik/ Freecharge | Source | 2 hours | |
| LazyPay | Source | 2 hours | |
| Sodexo | Source | 5–7 Business Days |
In case of payment at the time of delivery, Buyer will not be required to pay for:
- Orders where packaging is either tampered or damaged at the time of delivery; Wrong Order being delivered; or
- Items missing from Buyer's Order at the time of delivery.
Provided the same is communicated to Instamart Customer Care through the Platform before the Order is marked delivered.