Cancellation Policy
Last Updated: January 23, 2026
Table of Contents
1. Introduction
This Cancellation Policy outlines the terms and conditions under which orders can be cancelled on the Kirihat platform. We understand that circumstances change, and we've made the cancellation process as simple as possible.
By placing an order on Kirihat, you agree to the terms outlined in this policy.
2. Customer Cancellation
2.1. When Can You Cancel?
Customers can cancel orders BEFORE the product is shipped.
Once the order is picked up by a rider (status: "Out for Delivery"), cancellation is no longer possible.
2.2. Cancellation Window
Cancellation Allowed
- Order Placed
- Order Confirmed
- Being Prepared
You can cancel anytime during these stages
Cancellation NOT Allowed
- Out for Delivery
- Delivered
Use Return Policy after delivery
2.3. How to Cancel an Order
Open App
Log in to your Kirihat account
My Orders
Go to "My Orders" section
Select Order
Choose the order to cancel
Cancel
Click "Cancel Order"
Reason
Select cancellation reason
Confirm
Confirm cancellation
2.4. Cancellation Reasons
When cancelling an order, you'll be asked to select a reason:
Ordered by mistake
Changed my mind
Found better price
Delivery taking too long
Want to modify order
Other reasons
Note: Providing accurate cancellation reasons helps us improve our service. Your feedback is valuable to us.
3. Seller & Vendor Cancellation
3.1. Before Accepting Order
Sellers and Vendors can cancel (reject) orders before accepting them if:
- Product is out of stock
- Unable to fulfill the order
- Product information is incorrect
- Technical issues prevent order processing
3.2. After Accepting Order
⚠️ Important
Once a Seller or Vendor accepts an order, they CANNOT cancel it.
Sellers and Vendors must fulfill accepted orders. Repeated cancellations after acceptance may result in:
- Account suspension
- Penalties or fines
- Removal from the platform
- Loss of selling privileges
3.3. Emergency Situations
In exceptional circumstances (natural disasters, emergencies, force majeure), Sellers/Vendors may request order cancellation by contacting Kirihat support immediately.
4. Rider Cancellation
4.1. When Riders Can Cancel
Delivery riders may cancel orders in the following situations:
Customer Unreachable
Customer phone is switched off, not answering calls, or unreachable after multiple attempts
Customer Unavailable
Customer is not present at the delivery address when rider arrives
Customer Refuses Delivery
Customer refuses to accept the order without valid reason
Wrong/Inaccessible Address
Incorrect address provided or location is inaccessible
Payment Issues (COD)
Customer doesn't have cash ready for COD orders
Fraudulent/Fake Order
Rider suspects the order is fake or fraudulent
⚠️ Consequences for Customers
If a rider cancels your order due to your unavailability or fraudulent activity:
- The order will be cancelled immediately
- You may not receive a full refund (cancellation fee may apply)
- Your account may be flagged or suspended
- Repeated incidents may result in permanent account ban
4.2. Rider Responsibilities
Before cancelling an order, riders must:
- Make reasonable attempts to contact the customer
- Wait at the delivery location for a reasonable time
- Try to resolve any delivery issues
- Document the reason for cancellation
- Report the cancellation to Kirihat immediately
5. Cancellation Fees
5.1. Customer-Initiated Cancellation
Free Cancellation
When: Before order is shipped
Refund: 100% refund of order value
- ✓ Product price refunded
- ✓ Taxes refunded
- ✗ Delivery charges may not be refunded
- ✗ Platform fees may not be refunded
Late Cancellation
When: After order is being prepared or ready for pickup
Fee: Cancellation fee may be charged in some cases
- ⚠️ Partial refund possible
- ⚠️ Preparation costs may be deducted
- ⚠️ Delivery charges non-refundable
5.2. Rider-Cancelled Orders
If a rider cancels your order due to your fault:
- Cancellation fee: Up to 100% of delivery charges
- Product amount: Refunded
- Delivery fee: May not be refunded
- Platform fee: May not be refunded
5.3. Seller/Vendor-Cancelled Orders
If a seller or vendor cancels your order:
- No cancellation fee for customer
- 100% refund of all charges
- Seller/Vendor may face penalties
6. Refund Process
6.1. Refund Timeline
Order Cancelled
You cancel the order or it's cancelled by seller/rider
Processing
Refund is initiated immediately
Refund Credited
Amount reflects in your account
6.2. Refund Methods
UPI Payments
24-48 hours
Refund will be credited to the original UPI ID used for payment
Cash on Delivery (COD)
Not Applicable
Since no payment was made, no refund is needed. Order is simply cancelled.
6.3. Refund Amount Breakdown
- Product price
- Applicable taxes
- Delivery charges (depends on timing)
- Platform fees (depends on timing)
- Payment gateway fees (if any)
- Cancellation penalties (if applicable)
6.4. Refund Delays
If you don't receive your refund within the specified timeframe:
- Check your UPI app or bank statement
- Wait for 3-5 business days (bank processing time)
- Contact customer support: +91 99576 93472 or support@kirihat.com
- Provide order ID and cancellation details
7. Non-Cancellable Orders
⚠️ These Orders Cannot Be Cancelled
The following orders are non-cancellable:
Orders already picked up by riders
Orders already delivered to you
Customized or personalized items
Orders marked as non-cancellable at checkout
What to do instead: If your order is non-cancellable, you can use our Return & Refund Policy after receiving the product.
8. Automatic Cancellation
Orders may be automatically cancelled by the system in the following situations:
No Seller Acceptance
If no seller accepts the order within a specified time, it will be auto-cancelled
Timeout: 15-30 minutesPayment Failure
If online payment fails or is declined, the order is automatically cancelled
ImmediateOut of Stock
If all sellers mark the product as out of stock
Within 1 hourService Unavailable
If delivery service is temporarily unavailable in your area
Immediate notificationNotification: You will be notified immediately via SMS/email/push notification if your order is auto-cancelled. Full refund will be processed automatically.
9. Cancellation vs Return
Understanding the Difference
❌ Cancellation
Timing: BEFORE product is shipped
When to use: Change of mind, ordered by mistake, found better price
Process: Click "Cancel Order" in app
Refund: Immediate (24-48 hours for UPI)
Fees: Usually free, may apply in late cancellations
This Policy
↩️ Return
Timing: AFTER product is delivered
When to use: Defective product, wrong item, not as described
Process: Request return, rider pickup arranged
Refund: 2 days after pickup + quality check
Fees: May apply based on reason
10. Contact Us
For cancellation-related queries or issues, please contact us:
Quick Response: We respond to cancellation queries within 1-24 hours. For urgent cancellations, call us directly.