Cancellation Policy

Cancellation Policy

Last updated: 28 October 2026

This explains who can cancel an order, until when, and what happens to the money. How and when refunds reach you is covered by the Refund Policy.

Contact: support@stachy.in, +919581423817

1. Cancelling before a shop accepts

You can cancel free of charge at any time before the shop accepts your order. This includes a grocery list that the shop is still pricing.

Everything you paid comes back in full, whether that was the whole order or a booking amount, together with the platform charge, any delivery fee and the GST on them.

**If the shop does not answer.** Every shop has a set time to accept or decline a new order. If it does neither in that time, the order is cancelled automatically and everything you paid comes back in full, in the same way.

2. After a shop accepts

**An order cannot be cancelled in the app once the shop accepts it.** Accepting is the moment the shop starts packing or preparing your order, for every kind of shop, so there is no gap between the two. If you need to stop an order at this point, contact the shop; if the shop agrees to cancel it, you are refunded in full.

3. Once preparation or packing has started

From the moment the shop starts preparing food or packing an order, you can no longer cancel in the app. Something is being made or picked for you specifically.

If you need to stop an order at this stage, contact the shop or support. If the shop agrees to cancel, you are refunded in full.

**If the shop is running late.** If your order is still not ready a set time after the ready time the shop gave (including any extra time it asked for), we tell you, and you can cancel it in the app with a full refund. If it is still not ready a further set time later, we cancel it for you and refund you in full.

4. When a shop cancels

A shop may cancel an order it cannot fulfil, for example because an item has run out or the shop has had to close. The shop must give a reason.

You are refunded in full, including the platform charge, any delivery fee and the GST on them.

5. When Stachy cancels

We may cancel an order, for example where payment could not be confirmed, where the order cannot be served at your address, where a shop does not respond, or where we suspect misuse of the platform.

When we cancel, you are refunded in full for anything you paid. Where we suspect misuse, we may also restrict the account under the Terms of Service.

6. When no delivery partner can be found

If you chose delivery and the order is ready but we cannot find a delivery partner, the app lets you cancel even though preparation has finished. The delay is ours, so the refund is in full. If you do not cancel and we still cannot find one a set time later, we cancel the order for you and refund you in full.

7. Closed shops

A restaurant, cloud kitchen or bakery cannot be ordered from while it is closed. The app does not offer it, and the order is refused if it is attempted.

A grocery shop that is closed can still receive a list or an order. It is queued and the shop confirms it when it opens. Until the shop accepts, you can cancel it free of charge under section 1.

8. Orders that were never paid for

An order that is created but not paid for is not sent to the shop. If payment is not completed within the time shown in the app, the order is cancelled automatically. Nothing was collected, so there is nothing to refund.

9. If you do not collect an order

Stachy does not automatically cancel an order that is ready and has not been collected. If you cannot collect it, contact the shop or support as soon as you can.

Food and other perishable goods prepared for you usually cannot be sold to anyone else. Whether any amount can be returned for an uncollected order depends on the shop agreeing to cancel it, and is handled case by case under the Refund Policy.

10. How to cancel

Open the order in the app and tap Cancel order. The app shows what will be refunded, and any charge, before you confirm. If the option is not shown, the order can no longer be cancelled in the app; contact the shop or support instead.

11. Contact

Support: support@stachy.in

Phone: +919581423817

Support hours: Email us. We usually reply within 2 hours.

Grievance officer: Harsha Vardhan, support@stachy.in

Address: VV Vintage, Somajiguda, Hyderabad, Telangana 500082