Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy applies to all orders placed through the Droptro platform — including the Droptro customer app, Droptro Seller vendor app, DroptroGo rider app, and our website (droptro.com). We are committed to a transparent and fair refund process in accordance with Razorpay's Refund Guidelines and applicable Indian consumer protection laws.

2. Order Cancellation

a) Cancellation by Customer

• Orders may be cancelled before they are accepted by a seller/vendor without any charges. A full refund will be initiated immediately.
• Once an order has been accepted and is being prepared or is out for delivery, cancellation is not permitted.
• To cancel your order, go to My Orders → Select Order → Cancel Order within the Droptro app.

b) Cancellation by Droptro or Seller

• If an order is cancelled by us or the seller (e.g., item out of stock, delivery not serviceable), a full refund will be processed automatically.
• You will be notified via the app and/or SMS/email about the cancellation and refund initiation.

3. Refund Eligibility

You are eligible for a refund in the following situations:

• Order cancelled before seller acceptance
• Order cancelled by seller or Droptro due to unavailability
• Wrong item or quantity delivered
• Damaged, defective, or tampered product delivered
• Order not delivered within the promised time and subsequently cancelled
• Duplicate payment or overcharge due to technical error

Refund requests for delivered orders must be raised within 24 hours of delivery by contacting our support team.

4. Non-Refundable Situations

Refunds will not be issued for:

• Orders cancelled after seller acceptance and preparation has begun
• Customer-initiated cancellations once the order is out for delivery
• Change of mind after successful delivery
• Incorrect delivery address provided by the customer leading to non-delivery
• Products consumed or partially used before raising a complaint

5. Refund Process

All payments on Droptro are processed through Razorpay Payment Gateway. Refunds are initiated via Razorpay and credited back to your original payment method.

How to Request a Refund

1. Open the Droptro app and go to My Orders.
2. Select the relevant order and tap Report an Issue.
3. Describe the issue and submit your refund request.
4. Alternatively, email us at contact@droptro.com with your Order ID, phone number, and issue description.

Refund Review

We will review your refund request within 2–3 business days and notify you of the decision via email or in-app notification.

6. Refund Timelines

Once approved, refunds are processed through Razorpay. Typical timelines are as follows (as per Razorpay's standard processing windows):

* Timelines may vary based on the bank's processing speed. Droptro is not responsible for bank-side delays.

7. Partial Refunds

In cases where only part of an order is affected (e.g., one item out of several is missing or damaged), a partial refund proportional to the affected item(s) value will be issued, including any applicable taxes and delivery charges attributable to that item.

8. Failed / Duplicate Transactions

If a payment is deducted from your account but the order is not placed (due to a technical failure), the amount will be automatically reversed to your account via Razorpay within 5–7 business days. If you do not receive the reversal, please contact us with your transaction reference number.

9. Contact Us

For refund or cancellation queries, please reach us at: