Cancellation and Refund Policy

            Any Capitalized terms used but not defined herein shall have the meaning assigned to them under the Terms of Use which govern your use of our website www.donkedeliveries.com and mobile application platform (the “Website” & “Mobile Application”)

             As a general rule User shall not be entitled to cancel Order once placed. User may choose to cancel Order only within one-minute of the Order being placed. However, subject to User’s previous cancellation history, do N key Deliveries reserves the right to deny any refund to User pursuant to a cancellation initiated by User even if the same is within one-minute followed by suspension of account, as may be necessary in the sole discretion of do N key Deliveries. If User cancels his/her Order after one minute of placing it, do N key Deliveries shall have a right to collect a penalty of 100% of the Order amount for breach of contract terms as a compensation for the damages suffered by Donkey cargo, with a right to either not to refund the Order value in case User’s Order is prepaid or recover from the User’s subsequent Order in case his/her Order is postpaid, to compensate the Merchants and PDPs.

            DO N KEY DELIVERIES reserves the right to collect a penalty for the Orders constrained to be cancelled by do N key Deliveries reasons not attributable to do N key Deliveries, including but not limited to: in the event if the address provided by User is either wrong or falls outside the delivery zone; failure to contact User by phone or email at the time of delivering the Order booking; failure to deliver User Order due to lack of information, direction or authorization from User at the time of delivery; or unavailability of all the items ordered by User at the time of booking the Order; or unavailability of all the items ordered by User at the time of booking the Order. However, in the unlikely event of an item in an Order being unavailable, do N key Deliveries will contact the User on the phone number provided to us at the time of placing the Order and inform User of such unavailability. In such an event User will be entitled to cancel the entire Order and shall be entitled to a refund to an amount upto 100% of the Order value.

            In case of cancellations for the reasons attributable to do N key Deliveries or the Merchant or PDP,DO N KEY DELIVERIES shall not collect any penalty from the User.

Cancellation policy for Instamart/Meat stores/Supermarkets/Pet stores/Fruits and vegetables/Wellness essentials/Gourmet & Organic

               The Orders placed by Users using the Platform are non-cancellable and non-refundable except if refund is requested under the following conditions – If the Order could not be delivered within the estimated time while placing the order; If the Order has not been picked by the PDP If the Merchant doesn't accept or cancels the Order due to reasons not attributable to User, including but not limited to store being closed, non-availability of items, store cannot service online orders at that moment, store is overcrowded, etc. If DO N KEY DELIVERIES cancels the Order due to reasons not attributable to User, including but not limited to non-availability of PDP, etc.

            DO N KEY DELIVERIES reserves the right to look into the cancellation request of the User and determine if such cancellation request falls under the conditions mentioned above. If DO N KEY DELIVERIES is satisfied that the request and same fulfils any of the aforesaid conditions, then do N key Deliveries shall process the cancellation request and refund amounts to the User.

Refunds

          User may be entitled to a refund for prepaid Orders. DO N KEY DELIVERIES retains the right to retain the penalty payable by the User in Section I(2) from the amount refundable to him/her. The User shall also be entitled to a refund of proportionate value in the event packaging of an item in an Order or the complete Order, is either tampered or damaged and the User refuses to accept at the time of delivery for the said reason;

         User may be entitled to a refund upto 100% of the Order value if PDP fails to deliver the Order due to a cause attributable to either PDP or DO N KEY DELIVERIES, however such refunds will be assessed on a case to case basis by DO N KEY DELIVERIES.

         Our decision on refunds shall be final and binding. All refund amounts shall be credited to User’s account as may be stipulated as per the payment mechanism of User’s choice, the estimated timelines are detailed as below, in case User don't choose to credit it to User’s wallet with his/her

DO N KEY DELIVERIES Account:

Process	Payment Method	Refund Source	Turn-Around-Time
Order Edit/Cancellation/ Compensation/Payment failure	Debit/Credit cards	Source	5-7 Business Days
	UPI – Google Pay/PhonePe/ BHIM/ Other UPI Apps	Source	5-7 Business Days
	Wallets-Mobikwik/Freecharge/Airtel Money/Ola Money (Postpaid + wallet/Jio Money /PayZapp)	Source	5-7 Business Days
	Pay Later – ICICI Bank PayLater	Source	5-7 Business Days
	Net Banking	Source	5-7 Business Days

In case of payment at the time of delivery, User 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 User’s Order at the time of delivery.

Provided the same is communicated to do N key Deliveries Customer Care through the Platform before the Order is marked delivered.

Specific Terms with respect to Use of Platform for purchase of alcoholic beverages

Cancellation:

         A general rule the User shall not be entitled to cancel his/her Order once placed. If the User cancels his/her Order, do N key Deliveries shall have a right to collect the User 100% of the Order amount as the cancellation fee, with a right to either not to refund the Order value in case the User’s Order is prepaid or recover from the User’s subsequent Order(s) in case User’s Order is postpaid, to compensate the Merchants and PDPs.

Non-Customer Cancellation:

                  do N key Deliveries reserves the right to collect the User cancellation fee for the Orders constrained to be cancelled by do N key Deliveries for reasons not attributable to do N key Deliveries or Merchant, including but not limited to:

                  In the event if the address provided by the User is either wrong or falls outside the DO N KEY DELIVERIES delivery zone; failure to contact the User by phone or email at the time of delivering the Order; failure to deliver the User’s Order due to lack of information, direction or authorization from the User at the time of delivery; or the User’s failure to provide a valid OTP to the PDP for receiving delivery

Refunds:

                  If the Order could not be delivered within 2 hours; If the Merchant cancels the Order due to reasons not attributable to the User, including but not limited to store being closed, non-availability of items, store not servicing online Orders, overcrowding at store, etc.;

                  If DO N KEY DELIVERIES cancels the Order due to reasons not attributable to the User, including but not limited to non-availability of PDPs, etc.

               The User may be entitled to refund due to the aforesaid reasons up to 100% of the Order value depending upon the nature of issue. DO N KEY DELIVERIES reserves the right to consider the cancellation and refund request and determine if such cancellation and refund request satisfy any of the aforesaid conditions, in which case DO N KEY DELIVERIES shall process the cancellation request and refund to User.

Important Note 1:

           The User shall verify his/her Order and the products before providing OTP to the PDP and any issue with respect to the product or User’s Order shall be notified immediately, and cancellation request shall be placed before providing OTP to the PDP. Once OTP is provided to the PDP, it shall be deemed that the User has accepted delivery of his/her Order and once he/she has accepted delivery, the User cannot cancel the Order and/or claim refund.

Important Note 2:

           In case of the complaint of any spurious product, the liability shall solely lie with the Merchant selling the product. do N key Deliveries is merely facilitating the transactions between the Merchant and the User and therefore, DO N KEY DELIVERIES shall assume no liability with respect to the products sold by the Merchant. do N key Deliveries strictly discourages dealing of any spurious product on its Platform and shall reserve the right to report such incidents to the concerned authorities for appropriate legal actions.