Fleety - Refunds & Cancellation Policy
Effective Date: 25-12-2025
This Refunds & Cancellation Policy outlines how refunds, cancellations, and disputes are handled on the Fleety platform. This policy should be read in conjunction with Fleety's Customer Terms & Conditions.
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1. Order Cancellation Policy
Customer Cancellations
- Once an order is placed and payment is completed, customers cannot cancel the order.
- Exceptions apply only in cases of system errors or where cancellation is required by applicable law.
Automatic Order Cancellations
Orders may be automatically cancelled by the system in the following cases:
- The restaurant does not accept the order within the acceptance window.
- No delivery partner is available to fulfill the order.
In such cases, a full refund will be initiated automatically to the original payment method.
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2. Eligible Refund Scenarios
Refunds may be initiated in the following situations:
Platform / Operational Reasons
- Order cannot be fulfilled due to operational issues attributable to Fleety.
- Auto-cancellation by the system as described above.
Restaurant-Related Issues
Refunds may be processed for issues attributable to the restaurant, including:
- Missing items
- Incorrect quantity
- Incorrect food
- Incomplete or substandard food
All such refunds are processed after verification as per Fleety's dispute resolution process.
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3. Non-Refundable Scenarios
Refunds will not be provided in cases including, but not limited to:
- Orders cancelled after the food has been picked up by the delivery partner
- Disputes raised after 24 hours from order completion
- Incorrect or incomplete delivery address provided by the customer
- Customer unavailable or unreachable at the delivery location at the time of delivery
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4. Dispute Resolution & Evidence Requirement
- Customers must raise disputes within 24 hours of order delivery.
- Disputes must be submitted through the Fleety app along with supporting evidence, such as photos or videos.
- Refunds are processed only after verification of the submitted evidence and system records.
- Fleety reserves the right to make the final determination based on available information.
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5. Refund Processing Timeline
- Approved refunds are initiated to the original payment method used for the order.
- Refunds are typically credited within 5-7 business days, depending on the bank or payment provider.
- Fleety is not responsible for delays caused by banks, UPI networks, or payment gateways.
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6. Delivery OTP & Refund Eligibility
- A 4-digit Delivery OTP is required to confirm successful delivery.
- Orders cannot be marked as delivered without OTP verification.
- Once an order is successfully delivered and OTP is verified, refund eligibility is governed strictly by this policy.
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7. Limitation of Liability
- Fleety acts solely as a technology platform.
- Fleety is not responsible for food quality, taste, or preparation-related issues beyond facilitating refunds as per this policy.
- Fleety's liability, if any, is limited to the order value paid by the customer.
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8. Policy Updates
- Fleety may update this Refunds & Cancellation Policy from time to time.
- Continued use of the platform constitutes acceptance of the updated policy.
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9. Contact & Support
For refund-related queries or dispute assistance:
support@fleety.co.in
+91-98453-31817
Bengaluru, India