Refund & Cancellation Policy

This policy explains cancellations and refunds on OrderWa (operated by Rozcash). There are two different kinds of payment on OrderWa, and they are handled differently:

Payment	Who receives the money	Who handles refunds
Customer’s order (food, groceries, services…)	The shop, directly (UPI / cash)	The shop
Shop’s OrderWa subscription (platform fee)	Rozcash	Rozcash — see Part B

Part A — Customer orders

Cancelling an order

• Contact the shop as soon as possible (tap the shop’s WhatsApp/phone button, or reply in the order chat). Orders can usually be cancelled before the shop starts preparing them.
• Once an order is being prepared, is out for delivery, or is perishable/made to order (for example cooked food or cut fruit), the shop may refuse cancellation or refund.
• The shop may cancel your order (for example if an item is out of stock or the address is outside its delivery area). If you already paid, the shop should refund you.

Refunds for orders

• Payments for orders go directly to the shop’s own UPI ID or are paid in cash, so Rozcash does not receive the money and cannot issue the refund itself.
• For a wrong, missing, damaged, expired or poor-quality item, contact the shop within 24 hours of delivery (within 2 hours for cooked food) with your order number and a photo if possible. Each shop decides whether to replace, refund, or give store credit, in line with consumer law.
• Refunds from a shop are normally made to the same UPI account you paid from. Timing depends on the shop and your bank.

If the shop does not respond

Email info.rozcash@gmail.com with your order number, shop name, mobile number, amount and UPI transaction reference (UTR). We will contact the shop and help resolve it, and we may act against shops that repeatedly fail to honour refunds. For a UPI payment problem (for example money debited but not received by the shop), you can also raise a dispute in your UPI app or with your bank.

Part B — Shop subscription (platform fees)

• Free trial: new shops get a free trial (currently 14 days). No payment is needed during the trial, so there is nothing to refund.
• How to pay: on the pricing page (UPI, cards, net banking via Razorpay), or by UPI after contacting us. Each payment adds 30 days (monthly) or 365 days (yearly) on top of any time left.
• Cancel anytime: you can cancel your subscription at any time by emailing us from your registered contact details with your Shop ID. There is no cancellation fee. Your plan stays active until the end of the period you have already paid for, and you will not be charged again.
• Monthly plan: fees for the current month are not refunded for partial use.
• Yearly plan: if you cancel within 7 days of a yearly payment, we refund it in full. After that, unused full months may be refunded on request, minus the discount you received for paying yearly.
• We will always refund: duplicate or wrong charges, charges taken after you had already cancelled, and fees for a period in which the service was unavailable for more than 72 hours in a row due to a fault on our side (refunded proportionately).
• No refund if an account is suspended or closed for breaking our Terms (for example fake orders, illegal items or abuse).

How to request a subscription refund

1. Email info.rozcash@gmail.com with the subject “Refund request”.
2. Include your Shop ID, shop name, registered mobile number, payment date, amount, transaction ID/UTR and reason.
3. Please request within 7 days of the charge (or as soon as you notice a wrong charge).

We acknowledge requests within 2 working days. Approved refunds are sent to the original payment method (through Razorpay for online payments) within 5–7 working days of approval; your bank may take a little longer to show it. GST is refunded or adjusted as per GST rules.

Contact

Email: info.rozcash@gmail.com · All contact options. Unresolved complaints can be raised with our Grievance Officer (details in the Terms).