Cancellation Policy

Cancellation Policy

Last updated: 27 August 2026

This explains who can cancel an order, until when, and what happens to the money.

Contact: stachysupport@gmail.com

1. Cancelling before a shop accepts

You can cancel free of charge at any point before a shop accepts your order.

Everything you paid comes back in full — the booking amount, the handling charge and any delivery fee.

2. Cancelling after a shop accepts

Once a shop accepts, work begins. A list is picked from the shelves, a cake goes into production, a meal is cooked to order.

You can still cancel, but 10% of what you have paid is retained, capped at ₹150 and never more than you actually paid. The rest is refunded.

3. Orders that cannot be cancelled

A bakery order that has been made, and food from a cloud kitchen that has been cooked, cannot be cancelled. Both are prepared for you specifically and cannot be sold to anyone else.

The app stops offering cancellation at that point rather than accepting a request it cannot honour.

4. When a shop cancels

A shop may cancel an order it cannot fulfil — stock has gone, equipment has failed, the shop has had to close.

You are refunded in full. Nothing is retained, and the handling charge and delivery fee come back too.

5. When we cancel

We may cancel an order where payment could not be confirmed, where the delivery address turns out to be outside every serving area, or where an order appears fraudulent.

Except for a confirmed fraudulent order, you are refunded in full.

6. Orders nobody paid for

An order that is created but never paid for is cancelled automatically after two hours. Nothing was collected, so there is nothing to refund.

7. Not collecting an order

An order that is ready and not collected is held for the shop's remaining opening hours.

Where perishable goods have been prepared and are not collected, the booking amount is not refunded — the shop has borne the cost.

8. How to cancel

Open the order in the app and choose Cancel. The app tells you what will be retained, if anything, before you confirm.

If you cannot reach the option, contact support.

9. Contact

Support: stachysupport@gmail.com

Support hours: 24/7, all days

Grievance officer: stachysupport@gmail.com