Refund Policy

Refund Policy

Last updated: 14 October 2026

This explains what you pay up front, what can come back to you, and how. Who may cancel, and when, is covered by the Cancellation Policy.

Contact: support@stachy.in, +919581423817

1. What you pay, and when

The app shows how an order is paid before you pay for it. In summary:

• –Food from a restaurant, cloud kitchen or bakery — paid in full when you order.
• –Groceries from a shop that has priced its products — paid in full when you order.
• –A grocery list that the shop prices after you send it (Quick List) — you pay a booking amount when you order. The shop then prices your items, and the rest is paid at handover.

The booking amount is part of your order total, not an extra charge. It is never more than the order itself. The exact amount is shown at checkout and recorded on your order.

Any platform charge, packaging charge, delivery fee and applicable taxes are shown as separate lines before you pay and are recorded on the order. The platform charge and the delivery fee can differ between service areas; the amounts for your order are the ones shown before you pay.

For a Quick List, the final item prices, and any tax that depends on them, are only known once the shop has priced your list. The app shows the updated total on your order before handover.

2. No returns or replacements on grocery, fancy and general items

**Items bought from grocery, fancy and general stores are not returned or replaced** once they are handed to you. This is shown on the shop page, on each product and in your cart before you order.

This does not affect what is owed to you when something goes wrong: anything the shop does not supply is not charged for (section 5), and items that are missing, damaged or wrong when you receive them are handled under section 6.

3. The balance on a Quick List

The balance is paid when the order reaches you. At a counter it is paid to the shop. On a delivery it is paid at the door, either by scanning the Stachy payment QR code the delivery partner shows you or, where cash is offered, in cash to the delivery partner, who collects it on Stachy's behalf.

4. Cancelling

• –Before the shop accepts: everything you paid is refunded in full.
• –If the shop does not answer your order in time: the order is cancelled automatically and everything you paid is refunded in full.
• –Once the shop accepts: the order cannot be cancelled in the app, because the shop has started packing or preparing it. If the shop agrees to cancel it, you are refunded in full.
• –If the shop, or Stachy, cancels: you are refunded in full.

See the Cancellation Policy for the full detail.

5. If items are unavailable

A shop may be unable to supply part of your order. Anything it cannot supply is struck through on your order and is not charged for.

If you paid more than the final value of what you receive, for example a booking amount larger than the priced list, the difference is refunded when the order is completed.

6. If something is wrong with the order

Report it through the app as soon as you can, with a photograph where it helps. Food and other perishable goods need to be reported the same day.

Missing, damaged or wrong items are taken up with the shop, which is responsible for the goods. Where the complaint is upheld, you are refunded for the affected items. We will tell you the outcome.

7. If a delivery cannot be completed

If a delivery fails for a reason on our side or the shop's — for example no delivery partner could be found, or the delivery partner could not complete it — you are refunded in full.

If it fails because of something on your side — for example you could not be reached at the address given, or the address was wrong:

• –Groceries: the goods go back to the shop and are refunded. The delivery fee and platform charge, and the GST on them, are not, because the journey was made.
• –Food and bakery orders: these are prepared for you and cannot be sold to anyone else, so they are not refunded.

The reason recorded by the delivery partner is shown on your order, and you can dispute it through support.

8. How refunds are paid

Refunds are made to the method you paid with. We do not keep a wallet balance or issue credit instead of a refund.

Where a refund cannot go back to the method you paid with, for example because you paid in cash, or the payment is too old for your bank or payment app to accept a refund, we pay it to a UPI ID or bank account in your name that you give us through support, after confirming the details with you. We never ask for your UPI PIN, card details or a one-time code to send you a refund.

We start a refund as soon as it is due. How long it then takes to appear is decided by your bank, card issuer or payment app, and is outside our control. It commonly takes a few working days.

If you are charged more than once for the same order, or charged for an order that was not created, tell support, with the payment reference if you have it. Once the payment is confirmed on our records, the extra amount is refunded to the method you paid with.

9. Cash payments

Where cash payment is offered and you paid in cash, any refund due to you is paid to a UPI ID or bank account in your name, as in section 8. Support will confirm the details with you and tell you when it has been sent.

10. If you disagree

Write to support. If you are not satisfied with the answer, write to the grievance officer. Your statutory rights as a consumer are not affected by this policy.

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