Last updated: 14 October 2026
This Refund & Cancellation Policy explains when and how you can cancel an order or ride, return items and receive a refund on the wilzo platform (the “Platform”), operated by wilzo (“wilzo”, “we”, “us”). It forms part of our Terms & Conditions and should be read with them.
wilzo sells groceries from its own store in Hunsur; food is sold by the kitchen named on the menu. Whichever it is, you raise every cancellation, return and refund with wilzo, and we deal with the kitchen for you.
1. Cancelling an Order or Ride
Cancellation by you
| What you ordered | You can cancel free of charge | After that |
|---|---|---|
| Groceries and household goods | Until the store has packed your order | The order cannot be cancelled in the app; contact Support |
| Food | Until the kitchen accepts your order | The order cannot be cancelled in the app; contact Support |
| Auto ride | Any time before the ride starts | Once you are in the auto and the ride has started, it cannot be cancelled in the app |
Cancel from the order or ride in the app, or contact Support. There is no cancellation charge today; if one is ever introduced it will be shown before you order or book.
Cancellation by wilzo, the store or the kitchen
An order may be cancelled if an item is out of stock, the kitchen or store is closed or cannot prepare it, there is a pricing or listing error, we cannot deliver to the address, we suspect fraud, or events beyond our control prevent it. We will tell you in the app. Because you pay at the door, you are never charged for an order that is cancelled or not delivered.
2. Check Your Order at the Door
Please check your order when it arrives. If something is damaged, leaking, wrong, missing, spoiled or past its expiry date, you may refuse that item at the door and you will not be asked to pay for it. Tell the delivery partner, and raise it with Support the same day so we can put it right.
3. Replacements and Refunds for Problems
When you are entitled to a replacement or refund
- an item arrived damaged, leaking or broken;
- you received the wrong item, variant or pack size;
- an item was missing or short;
- a packaged item was past its expiry date when delivered; or
- food was spoiled, not what you ordered, or unfit to eat.
Report it at the door or within 24 hours of delivery (for food, as soon as you can), with the order number and, where you can, a photo of the item and its packaging. We will replace the item where we can, or refund it. These rights apply even to items marked as non-returnable.
What we do not take back
We do not accept returns of correctly delivered items because you changed your mind. This covers fresh fruit, vegetables, dairy, bakery items and other perishables, food prepared for your order, and packaged goods once opened, because they cannot be resold safely.
| Situation | Replacement or refund? |
|---|---|
| Item damaged, leaking or broken on delivery | Yes |
| Wrong item, variant or pack size | Yes |
| Item missing or short | Yes |
| Packaged item past its expiry date on delivery | Yes |
| Food spoiled, wrong or unfit to eat | Yes |
| Order cancelled by wilzo, the store or the kitchen | Nothing to pay; if already paid, full refund |
| Change of mind after correct delivery | No |
| Opened or used packaged goods that were not faulty | No |
4. Ride Fares
You pay the ride fare to the driver. The fare the app shows before you book is an estimate based on distance, and the final fare may differ with the actual route. If you think a driver overcharged you, or you were charged for a ride that did not happen, report it to Support within 24 hours with the ride details. We will look into it with the driver and, where you were overcharged, arrange for the difference to be returned to you.
5. How Refunds Are Paid
- How: you pay at the door, in cash or by UPI into wilzo’s own bank account, so there is no card or wallet to refund to. We will ask you to confirm a UPI ID or bank account in your own name, and pay the refund there.
- When: once a refund is approved we start it promptly. It usually reaches your account within 5 to 7 working days, depending on your bank.
- How much: the price of the affected items. If an order is cancelled by us after you have paid, we refund everything you paid for it, including the delivery fee.
- Invoices: where a tax invoice has already been issued, a credit note is issued against it as GST law requires.
6. How to Raise a Request
- In the Wilzo app, open Support and raise a request against the order or ride; or
- email support@wilzo.in or WhatsApp +91 78999 80332 with your order number and the details.
We reply within 2 hours during support hours (Monday to Friday 9:00 AM to 6:00 PM, Saturday and Sunday 10:00 AM to 2:00 PM). If you are not satisfied with the outcome, you can escalate to our Grievance Officer (see our Grievance Redressal page).
7. Your Statutory Rights
Where a problem cannot be seen at the door, such as a hidden defect or goods that are not genuine, you can still raise it with us after delivery. Nothing in this policy limits your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
8. Changes to This Policy
We may update this policy from time to time. The revised version will be posted on this page with a new date.
9. Contact Us
If you have a question about this Refund & Cancellation Policy, contact us:
wilzo
Principal place of business: Hunsur, Mysuru District, Karnataka 571105
Email: support@wilzo.in · WhatsApp: +91 78999 80332
Website: www.wilzo.in
Grievance Officer
Prashanth M
Phone: +91 87621 26989 · Email: support@wilzo.in (subject: Grievance)
Under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000, we acknowledge every complaint within 48 hours and work to resolve it within 30 days. See our Grievance Redressal page.