Cancellation & Refund Policy

1 Consumer Protection Pledge

At VITRO Technologies, our philosophy is anchored in fair, transparent, and hassle-free commerce. We believe you should only pay for what you receive in perfect condition. When an order falls short of our standards, we resolve it swiftly with zero friction and immediate transparency.

2 Order Cancellation Windows (Food & Grocery)

Because food and grocery items are perishable and prepared custom to order, the following rules apply:

• Grace Period (Instant Free Cancellation): You may cancel any order within sixty (60) seconds of placement with a 100% instant refund and zero cancellation fee.
• Pre-Acceptance Window: If the merchant partner has not yet accepted your order on their merchant tablet, you can cancel freely with a 100% refund.
• In-Preparation Window: Once the restaurant or store has accepted and begun preparing your order, perishable ingredients have been committed. Cancellations at this stage incur a cancellation fee equal to the food subtotal to compensate the restaurant kitchen. The delivery fee and taxes will be refunded in full.
• Dispatched Orders: Once an order has been picked up by a delivery partner and is en route, it cannot be canceled as the rider has already invested time, fuel, and physical effort.

3 Ride Booking Cancellation Rules

To ensure mutual respect between passengers and driver partners (Captains):

• Free Passenger Cancellation: You can cancel a ride booking without any fee within two (2) minutes of a driver accepting your request.
• Arrival Compensation Fee: If you cancel after two minutes and the driver has traveled towards your pickup point, or if you fail to arrive at the pickup location within 5 minutes of driver arrival, a nominal arrival compensation fee (₹20 to ₹35 depending on vehicle category) is charged and credited 100% directly to the driver partner to cover fuel expenditure.
• Driver-Initiated Cancellations: If a driver asks you to cancel or refuses to turn on the vehicle AC/meter, report the driver through the in-app prompt. No fee will be assessed, and another nearby driver will be dispatched automatically.

4 Missing, Expired, or Damaged Items

If your package arrives with broken seals, missing dishes, expired groceries, or major transit spillage:

Upon submission, our automated verification engine evaluates the evidence against merchant packing logs and dispatch weight records to offer you an instant choice between:

• Immediate Free Re-Delivery: Where the merchant is nearby and stock permits, a fresh replacement is dispatched at zero additional charge.
• 100% Full Refund for Affected Items: Directly credited to your VITRO Wallet instantly or returned to your original payment source.

5 Refund Settlement Modes & Bank Timelines

Refunds are credited through the following channels depending on your selection and original payment method:

6 VITRO Express Courier Guarantee

For intracity parcel and document delivery via VITRO Express:

• Pre-Handoff Cancellation: Free of charge before the delivery partner arrives at the sender pickup address.
• Transit Protection: Every verified express parcel is covered up to ₹2,500 under our standard transit protection against physical transit loss or proven rider negligence.
• Recipient Unavailability: If the designated recipient is unreachable after 3 contact attempts and a 10-minute waiting window at the destination, the parcel will be safely returned to the sender. A standard return trip fare will apply.

7 Fair Partner Compensation

VITRO believes that gig workers and local culinary artisans are the heartbeat of the on-demand economy. Unlike legacy platforms that deduct delivery partner pay for customer-initiated cancellations outside rider control:

• Riders are always paid their base distance allowance if dispatched prior to a customer cancellation.
• Merchant stores are compensated for prepared perishable items when an order is canceled without merchant fault.
• Our dual OTP verification system protects honest riders from false claims of non-delivery.

8 Anti-Fraud & Policy Abuse Prevention

To maintain fair pricing for everyone, our AI fraud-detection engine monitors patterns of dishonest refund requests:

• Users found submitting falsified photographs, photos of empty boxes from third-party orders, or repeatedly reporting missing items despite unbroken tamper-proof seals will have instant refunds revoked.
• Accounts engaging in systematic refund fraud will be permanently terminated, and relevant transaction logs will be provided to law enforcement authorities.

9 Customer Resolution Desk & Support SLA

Have an outstanding refund query or disputed charge? We are available around the clock: