Cancellation & Refund Policy

Cancellation & Refund Policy

This Cancellation & Refund Policy explains how cancellations, refunds, failed payments, wallet credits, COD issues, and order complaints are handled for LANCHO customers, rider partners, and shop/restaurant partners.

This policy should be read with our Terms & Conditions, Privacy Policy, and Shipping & Delivery Policy.

Customer Cancellation Before Confirmation

• You may request cancellation before the shop/restaurant accepts the order or before preparation begins.
• If payment was successful and cancellation is approved before preparation/dispatch, the eligible amount will be refunded.
• If the order is COD and has not been accepted/prepared, cancellation usually has no refund impact.

Cancellation After Acceptance, Preparation, or Dispatch

• Food, grocery, pharmacy, daily essentials, customized, perishable, or already-prepared items may not be cancellable after the shop starts preparation or the rider is assigned/dispatched.
• If cancellation is still approved as an exception, delivery charges, packing charges, payment gateway charges, partner costs, or permitted cancellation charges may be deducted only where allowed by applicable law and disclosed platform rules.
• LANCHO may deny refunds when cancellation is due to customer-side reasons such as wrong address, unreachable phone, refusal to accept, late response, or change of mind after preparation/dispatch.

Cancellation by LANCHO or Partner

LANCHO, a shop/restaurant partner, or a rider partner may cancel an order when service cannot be completed.

• Item is unavailable or out of stock.
• Shop/restaurant is closed, overloaded, or unable to prepare the order.
• Rider is unavailable or delivery is unsafe/not serviceable.
• Payment is failed, pending, suspicious, reversed, or flagged for fraud.
• Address is outside service area or cannot be located.
• Weather, traffic, strike, system issue, law-and-order, or other operational conditions make delivery impractical.

If LANCHO or the partner cancels a paid order for reasons not caused by the customer, eligible payment will be refunded.

Refund Eligibility

Refunds may be approved in the following cases after verification:

• Payment was deducted but order was not placed or not confirmed.
• Duplicate payment was made for the same order.
• Order was cancelled by LANCHO/shop/rider for reasons not caused by the customer.
• Wrong item, missing item, damaged item, or materially different item was delivered and reported within the required timeline.
• Full or partial service failure happened due to a verified LANCHO/partner operational issue.
• Refund is required by applicable law or approved by LANCHO support after review.

Non-Refundable or Limited Refund Cases

• Customer provided wrong/incomplete address or was unreachable during delivery.
• Customer refused delivery without valid reason after preparation/dispatch.
• Food/perishable item was delivered and issue was reported late or after consumption without proof.
• Delay happened due to customer unavailability, traffic, weather, third-party outage, law-and-order issue, or force majeure.
• Quality preference, taste preference, packaging preference, or change of mind where the product was otherwise correctly delivered.
• Coupon, referral, wallet bonus, reward credit, or promotional benefit not convertible to cash.
• Payment gateway/bank/service charges where non-refundable by the provider or lawfully deductible.

How to Raise a Refund or Complaint

• Open the order in the app and contact support, or contact LANCHO through email/phone listed below.
• For food/perishable/order quality issues, report as soon as possible, preferably within 24 hours of delivery.
• For payment deducted/order not placed/duplicate payment issues, report preferably within 48 hours with transaction proof.
• LANCHO may ask for order ID, phone number, photos, videos, payment screenshot, delivery proof, or other evidence.
• Support decisions are based on order records, partner confirmation, rider status, payment gateway response, and evidence provided.

Refund Method and Timeline

• Approved refunds may be issued to the original payment method, LANCHO wallet, bank account, UPI, or another method approved by LANCHO.
• Wallet refunds are usually faster and may appear within 24 to 48 hours after approval.
• Online payment refunds usually take 5 to 7 business days after initiation, depending on bank/payment gateway timelines.
• COD refunds may require bank/UPI details and verification before processing.
• Partial refunds may be issued for missing items, item-level issues, coupon adjustments, or approved deductions.

Chargebacks and Payment Disputes

If you raise a chargeback or payment dispute directly with your bank/payment provider, LANCHO may share order, payment, delivery, and support records with the provider to respond to the dispute. Accounts may be restricted where fraudulent or abusive disputes are detected.

Partner Settlements and Deductions

Refunds, cancellations, customer complaints, COD mismatch, penalties, commissions, taxes, gateway charges, and operational deductions may affect rider/shop settlements according to LANCHO partner records and policies.

Contact for Refund Support

For cancellation or refund support, contact LANCHO:
Email: support@lanchoservices.com, lanchoservices@gmail.com
Phone: +91 9410006066, +91 9927300836
Address: Khad Gujar Road, Gajraula, Amroha (UP) 244235, India