Refund Policy

Refund Policy

Last updated: 27 August 2026

This explains what you pay up front, what comes back to you, and when.

Contact: stachysupport@gmail.com

1. What you pay, and when

Grocery and bakery orders take a booking amount when you order, and the rest is paid to the shop when you collect.

• –Groceries — ₹50, never more than the order itself
• –Bakery — ₹100, never more than the order itself
• –Food from a cloud kitchen — the full menu price, paid up front

The booking amount is not an extra charge. It comes off your total.

Our handling charge is ₹5 per order. Where delivery is used, the delivery fee is ₹15.

2. The balance

Everything remaining goes directly to the shop, when the order is in your hands. The balance does not pass through us.

For a cloud kitchen order there is no balance — it is paid in full up front.

3. Cancelling before a shop accepts

Free. Everything you paid comes back to you in full, including the handling charge and any delivery fee.

4. Cancelling after a shop accepts

Once a shop has accepted, work has started — a list is being picked, a cake is being made, a meal is being cooked.

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

5. If the shop cancels

If a shop cancels an order it accepted, or cannot supply it at all, you are refunded in full. Nothing is retained.

6. If items are unavailable

A grocery shop prices your list against what is actually on the shelves. Anything they do not have is struck through on your order and is not charged for.

If what remains costs less than the booking amount you paid, the difference is refunded.

7. If something is wrong with the order

Tell us through the app as soon as you can, with a photograph where it helps.

Missing items, damaged goods and wrong items are taken up with the shop. Where the complaint is upheld you are refunded for the affected items.

Food is perishable. A complaint about the condition of fresh goods needs to reach us the same day.

8. If nobody is there for a delivery

Where an order is returned to the shop because it could not be handed over, the goods are refunded.

The delivery fee is not refunded — the journey was made.

9. How refunds are paid

Refunds go back to the method you paid with. We do not refund to a different account.

Your bank or card issuer decides how quickly it appears. That is usually 5 to 7 working days and is outside our control.

We do not hold a wallet balance and do not issue credit in place of a refund.

10. Cash orders

Where you paid cash at handover, there is nothing for us to refund — the money went to the shop. A complaint is settled with the shop directly, and we will help you raise it.

11. Contact

Support: stachysupport@gmail.com

Support hours: 24/7, all days

Grievance officer: stachysupport@gmail.com