SHOPATH CANCELLATION & REFUND POLICY

Effective Date: 21 April 2026

Last Updated: 21 April 2026

This Cancellation & Refund Policy ("Policy") forms an integral part of the Terms and Conditions of Shopath, operated by Shivanya Grocers Private Limited, having its registered office at 56, Samar Vihar, Alambagh, Lucknow, Uttar Pradesh, India.

This Policy explains the rules governing cancellation of Orders, returns, replacements, refunds, and related matters for purchases made through the Shopath mobile application and https://shopath.in ("Platform").

By placing an Order through the Platform, you agree to this Policy.

1. MARKETPLACE MODEL

Shopath operates solely as a technology marketplace connecting Customers with independent Shop Partners.

Products are sold by the respective Shop Partners.

Invoices are issued by the respective Shop Partners.

Delivery is undertaken by the respective Shop Partners or their authorized delivery personnel.

Accordingly, cancellation, return, replacement, and refund decisions may involve both Shopath and the relevant Shop Partner, subject to applicable law.

2. ORDER CANCELLATION BY CUSTOMER

Customers may request cancellation of an Order after it has been accepted by the Shop Partner.

Cancellation requests shall be subject to:

Order status;

packing status;

dispatch status;

delivery stage;

operational feasibility.

Submission of a cancellation request does not guarantee approval.

3. CANCELLATION FEE

Where a Shop Partner has already accepted and commenced processing an Order, a Cancellation Fee may apply.

The cancellation fee may vary depending upon:

preparation stage;

packaging stage;

dispatch status;

product category;

operational costs.

The applicable cancellation amount shall be displayed or communicated before confirmation of cancellation wherever reasonably practicable.

Any applicable Platform Fee, payment gateway charges, taxes, or statutory deductions may remain non-refundable unless required by applicable law.

4. WHEN CANCELLATION MAY NOT BE POSSIBLE

Cancellation may not be permitted where:

the Order has already been delivered;

perishable products have been prepared specifically for the Customer;

the Order is out for delivery and cancellation is operationally impracticable;

applicable law or regulatory restrictions prohibit cancellation.

Shopath and the Shop Partner reserve the right to refuse cancellation in such circumstances.

5. CANCELLATION BY SHOP PARTNER OR SHOPATH

An Order may be cancelled by the Shop Partner or Shopath for reasons including:

product unavailability;

stock mismatch;

pricing error;

suspected fraud;

payment verification failure;

incorrect delivery address;

repeated failed deliveries;

force majeure events;

operational constraints;

legal or regulatory requirements.

Where an eligible prepaid Order is cancelled by the Shop Partner or Shopath, the Customer shall ordinarily receive a refund in accordance with this Policy.

6. RETURN ELIGIBILITY

Customers may request a return within one (1) hour from the time the Order is marked as Delivered on the Platform.

Return requests received after the expiry of this period may be declined unless otherwise required by applicable law.

Customers should inspect products immediately upon delivery.

7. PRODUCTS ELIGIBLE FOR RETURN

Returns may be accepted for reasons including:

wrong product delivered;

damaged product;

expired product;

missing item;

incorrect quantity;

defective packaged goods;

product materially different from the Order.

Supporting photographs, videos, or other evidence may be requested to facilitate verification.

8. NON-RETURNABLE PRODUCTS

Unless otherwise required by law, the following categories are ordinarily non-returnable after delivery:

opened food items;

products consumed or partially consumed;

products damaged due to Customer misuse;

products without original packaging where return is not reasonably possible;

products returned after the permitted return window.

However, damaged, expired, defective, or incorrectly delivered products may remain eligible for replacement or refund subject to verification.

9. REPLACEMENT POLICY

Where feasible, Shopath or the respective Shop Partner may offer a replacement instead of a refund.

Replacement shall be subject to:

verification of the complaint;

availability of stock;

collection of the original product where applicable.

Replacement is generally the preferred remedy for eligible grocery items.

10. REFUND METHODS

Approved refunds may be processed through:

the original payment method used for the Order;

Shopath Wallet;

any other legally permissible refund method.

The refund mode shall be determined based on operational feasibility, the payment method used, and applicable legal requirements.

PART 2

11. REFUND TIMELINES

Once a refund request is approved, Shopath or the respective Shop Partner shall initiate the refund within a commercially reasonable period.

The actual credit of the refund may depend on the payment method used and the policies of the respective bank or payment service provider.

Indicative timelines are as follows:

Payment Method

Expected Refund Timeline

UPI

1–5 Business Days

Credit/Debit Card

3–7 Business Days

Net Banking

3–7 Business Days

Digital Wallet

Up to 3 Business Days

Shopath Wallet

Usually Instant or within 24 Hours

Cash on Delivery (COD)

3–7 Business Days after verification

These timelines are indicative only and may vary due to banking or technical reasons.

12. CASH ON DELIVERY (COD) REFUNDS

Refunds for Cash on Delivery Orders cannot ordinarily be made in cash.

Approved COD refunds may be processed through:

Bank Transfer;

UPI;

Shopath Wallet;

Any other electronic payment method specified by the Customer and accepted by Shopath.

Customers may be required to provide accurate bank account or UPI details for processing such refunds.

13. PARTIAL REFUNDS

A partial refund may be issued where:

one or more products from an Order are unavailable;

only part of the Order is cancelled;

some products are returned while others are retained;

quantity differences are verified after delivery.

The refund amount shall be limited to the value of the affected products and any applicable taxes, subject to deductions permitted under this Policy.

14. SHOPATH WALLET REFUNDS

Where permitted, Shopath may credit approved refund amounts to the Customer's Shopath Wallet.

Wallet credits:

may be used for future purchases on the Platform;

are non-transferable;

cannot ordinarily be exchanged for cash;

may be subject to expiry or promotional conditions.

The use of Wallet credits shall be governed by the Terms and Conditions and any applicable Wallet rules.

15. INSPECTION AND VERIFICATION

Before approving a return, replacement, or refund, Shopath or the respective Shop Partner may require reasonable verification, including:

photographs of the product;

videos;

invoice details;

packaging images;

product batch information;

collection and inspection of the returned product.

Failure to provide reasonable cooperation or evidence may result in rejection of the claim.

16. FRAUDULENT OR ABUSIVE CLAIMS

Shopath maintains a zero-tolerance policy towards fraudulent claims.

Claims may be rejected where Shopath reasonably believes that the Customer has:

submitted false information;

manipulated evidence;

repeatedly abused refund policies;

intentionally damaged products;

attempted to obtain multiple refunds for the same Order;

engaged in fraudulent activity.

Shopath reserves the right to suspend or terminate the Customer's Account and pursue legal remedies where fraudulent activity is identified.

17. CUSTOMER RESPONSIBILITIES

Customers are responsible for:

checking products immediately upon delivery;

reporting issues within the applicable return window;

preserving the product and original packaging where reasonably possible;

providing accurate information and supporting evidence;

cooperating during verification.

Failure to comply with these responsibilities may affect eligibility for return, replacement, or refund.

18. LIMITATION OF LIABILITY

Shopath acts solely as a technology marketplace connecting Customers with independent Shop Partners.

To the fullest extent permitted by applicable law:

Shopath is not the seller of products listed by Shop Partners;

product quality, freshness, packaging, labelling, expiry, manufacturer warranties, and product suitability remain the responsibility of the respective Shop Partner and/or manufacturer;

Shopath shall not be liable for indirect, incidental, special, or consequential losses arising from the use of the Platform or the products purchased through it.

Nothing in this Policy excludes any liability that cannot be excluded under applicable law.

19. FORCE MAJEURE

Shopath and Shop Partners shall not be liable for delays or failures in processing cancellations, returns, replacements, or refunds due to events beyond their reasonable control, including:

natural disasters;

floods;

earthquakes;

pandemics;

strikes;

governmental restrictions;

internet failures;

payment network outages;

transportation disruptions;

cyber incidents.

The affected obligations shall resume as soon as reasonably practicable.

20. POLICY MODIFICATIONS

Shopath reserves the right to amend, modify, or update this Policy from time to time.

The revised Policy shall become effective upon publication on the Platform unless otherwise stated.

Continued use of the Platform after publication constitutes acceptance of the revised Policy.

21. GOVERNING LAW

This Policy shall be governed by and construed in accordance with the laws of the Republic of India.

Any dispute arising from or relating to this Policy shall be subject to the dispute resolution and jurisdiction provisions contained in the Shopath Terms and Conditions.

22. GRIEVANCE REDRESSAL

For any cancellation, return, replacement, or refund-related queries or complaints, Customers may contact:

Grievance Officer

Shivanya Grocers Private Limited

Registered Office:

56, Samar Vihar,

Alambagh,

Lucknow,

Uttar Pradesh – India

Email: hello@shopath.in

Customer Support: +91 9793338321

Website: https://shopath.in

Shopath shall endeavour to acknowledge and address grievances within the timelines prescribed under applicable law.

23. CONTACT US

For assistance regarding cancellations, returns, replacements, or refunds, please contact:

Shivanya Grocers Private Limited

Email: hello@shopath.in

Phone: +91 9793338321

Website: https://shopath.in

CUSTOMER ACKNOWLEDGEMENT

By placing an Order through the Shopath Platform, you confirm that you have read, understood, and agreed to this Cancellation & Refund Policy and consent to the procedures, timelines, and conditions described herein.