Cancellation Policy for Smooni Services

1. Customer-Initiated Cancellations:

   • Orders cannot be canceled once placed, except within one minute of placing the order.
   • Smooni Services reserves the right to deny a refund, even for cancellations within the one-minute window, based on prior cancellation history.
   • For cancellations made after one minute, Smooni Services reserves the right to charge 100% of the order amount as a cancellation fee. This amount may either be deducted from the prepaid order value or recovered from subsequent orders in the case of postpaid transactions.

2. Non-Customer Cancellations:
   Smooni Services reserves the right to charge a cancellation fee for orders canceled due to reasons not attributable to the company, such as:

   • Failure to contact the customer at the time of delivery via phone or email.
   • Unavailability of the items ordered. In such cases, customers will be notified and given the option to cancel the entire order for a refund of up to 100% of the order value.

3. Cancellations Due to Smooni Services or Partner Errors:

   • If the cancellation is due to reasons attributable to Smooni Services, its restaurant partners, or delivery partners, no cancellation fee will be charged to the customer.

---

Refund Policy for Cancellations

1. Refunds for prepaid orders will be processed after deducting the applicable cancellation fee, as outlined above, or as deemed appropriate by Smooni Services.

2. A full refund (up to 100% of the order value) will be provided in the following cases:

   • If the packaging of an order is tampered with or damaged, and the customer refuses to accept it at the time of delivery.
   • If the order is not delivered due to issues attributable to Smooni Services or its delivery partners (assessed on a case-by-case basis).

3. In case of delivery issues, refunds will only be processed if:

   • The customer reports tampered or damaged packaging, wrong order, or missing items to Smooni Services Customer Care before the order is marked as delivered.

4. All refund amounts will be credited to the customer’s account based on their chosen payment method, as per the following guidelines:

   • For prepaid orders, refunds will follow the payment mechanism used.
   • For orders paid at the time of delivery, customers will not be charged for orders that meet the refund conditions mentioned above.

5. Smooni Services’ decision on refunds shall be final and binding.