Refund & Cancellation Policy

1. Overview

At Grozio Technologies, we are committed to providing a seamless and trustworthy experience for every order placed on our platform. This Refund and Cancellation Policy explains when refunds are applicable, how to request them, and the timelines involved.

This policy applies to all orders placed through the Grozio mobile application and covers Customers, Sellers/Vendors, and Delivery Partners. All refunds are processed subject to the conditions outlined below.

2. Order Cancellation Policy

2.1 Cancellation by Customer — Before Order is Accepted

Customers may cancel an order at no charge if cancellation is initiated before the vendor accepts and begins preparing the order. In such cases, a full refund will be processed to the original payment method.

2.2 Cancellation by Customer — After Order is Accepted

Once a vendor has accepted and started preparing an order, cancellation may not be possible. If cancellation is approved by Grozio Admin in exceptional circumstances, it may be subject to a cancellation fee deducted from the refund amount.

2.3 Cancellation After Delivery Partner is Assigned

If a delivery partner has already been assigned and is en route to pick up your order, cancellation will not be accepted. Refund requests in such cases will be reviewed by the Grozio Admin team based on order status, delivery progress, and available evidence.

2.4 Cancellation by Vendor

If a vendor cancels your order due to stock unavailability, temporary closure, or other reasons, you will receive a full refund automatically to your original payment method within the applicable refund timeline.

2.5 Cancellation by Grozio

Grozio may cancel an order if:

• The delivery address is outside our serviceable area
• Fraudulent or suspicious payment activity is detected
• The order cannot be fulfilled due to circumstances beyond our control (force majeure)

In all such cases, a full refund will be processed.

3. Refund Eligibility Conditions

A refund will be considered and processed under the following conditions:

4. Refund Process — How to Request

4.1 Step-by-Step Refund Request

If you experience an issue with your order and believe you are eligible for a refund, please raise a support ticket directly through the app:

• Step 1: Open the Grozio App and navigate to Profile > Contact Us.
• Step 2: Under the "Raise a Support Ticket" section, enter your Name.
• Step 3: Select the 'Order Issue' or 'Payment Issue' category.
• Step 4: Select the priority of your request.
• Step 5: In the message box, provide your Order ID and describe the issue in detail (e.g., wrong item delivered, missing item).
• Step 6: Tap 'Send Ticket to Admin'. Our team will review your request and respond within 24–48 hours.

4.2 Alternative Channels

You may also raise a refund request via:

• In-App Support Ticket: Profile > Help & Support > Raise a Ticket
• Email: grozioofficial@gmail.com with your Order ID and description

5. Refund Timelines

6. Partial Refunds

In certain situations, Grozio Admin may approve a partial refund, such as:

• One or two items missing from a larger multi-item order
• Minor quality issue on one item in an otherwise satisfactory order
• Delivery partner collected partial payment for a COD order with incorrect change

Partial refunds will be credited to the customer's Grozio Wallet or original payment method at Grozio Admin's discretion.

7. Dispute Resolution

7.1 Grozio Admin Review

All refund disputes are reviewed and resolved by the Grozio Admin team. Our team acts as a neutral mediator between customers, vendors, and delivery partners.

7.2 Evidence-Based Decisions

Grozio may request supporting evidence such as:

• Photos of damaged, incorrect, or missing items
• Screenshots of the order confirmation and delivery confirmation
• Delivery partner location logs (available internally)

7.3 Final Decision

Grozio reviews refund disputes fairly based on available evidence and platform records. If you disagree with our decision, you may escalate to the appropriate consumer forum under the Consumer Protection Act, 2019.

8. Refund Policy for Sellers and Delivery Partners

8.1 Sellers

If a customer's refund is approved due to vendor fault (wrong item, quality issue, incomplete order), the refund amount plus applicable platform charges may be deducted from the vendor's next payout cycle.

8.2 Delivery Partners

If a delivery partner is found responsible for a damaged or missing order (confirmed through evidence), it may affect their performance rating and earnings for that delivery.

9. Anti-Abuse Policy

Grozio takes refund abuse seriously. The following behaviors may result in account suspension or legal action:

• Repeated refund requests with no valid basis or supporting evidence
• Filing false complaints about item quality or missing deliveries
• Consuming or using items and then filing a refund claim
• Coordinating with vendors or partners to fraudulently claim refunds

We maintain detailed logs of all orders, deliveries, and refund requests. Accounts found to be engaging in abuse will be permanently banned and may be reported to law enforcement authorities.

10. Contact for Refund Queries

Grozio Refund Support

• In-App: Profile > Help & Support > Raise a Ticket
• Email: grozioofficial@gmail.com
• Response Time: 24–48 hours
• Resolution Time: Up to 7 business days
• Website: https://grozio.store