Effective Date: 28-09-2025
Last Updated: 30-09-2025
Phacolite Prolific Private Limited (“Kuicko”, “Company,” “we,” “our,” or “us”) values the trust you place in us when using our mobile application, website, and services (collectively, the “Platform”).
This Cancellation Policy explains how cancellations are handled across the Kuicko Platform and outlines the rules, timelines, and responsibilities for Customers, Vendors/Sellers, and Delivery Riders.
This policy is aligned with our Refund & Return Policy, Terms of Service, and Shipping Policy. In case of conflict, the Terms of Service will prevail.
________________________________________
Simple & Clear: We aim to make cancellations easy while ensuring fairness for both customers and sellers.
Seller-Driven: Since orders are placed directly with sellers, all cancellations, returns, refunds, and adjustments are handled by the seller, not Kuicko.
Transparency: Customers see clear cancellation eligibility, possible charges, and timelines before confirming.
Fraud Prevention: Kuicko monitors patterns (serial cancellations, misuse of COD, suspicious claims) to ensure fair usage.
Regulatory Compliance: Pharmacy and regulated items follow stricter legal rules.
________________________________________
• Order Status: Placed → Accepted → Preparing/Packed → Picked Up → In Transit → Delivered → Completed/Closed.
• Cancellation Initiator: Customer, Seller/Vendor, Rider, or Platform.
• Grace Period: A short window where cancellation may be free or more flexible.
________________________________________
A. Customer
• Use the app: Orders → Select Order → Cancel → Select reason → Confirm.
• The app displays seller rules, eligibility, fees, and refund info.
• You may also contact sellers directly (details shown inside the order).
• If the seller is unreachable, Kuicko Support can assist in connecting you with them.
B. Seller / Vendor
• Sellers may cancel orders due to:
o Inventory shortages
o Quality/tampering issues
o Regulatory restrictions (medicines)
o Operational issues
• Seller must notify the customer immediately.
• Any refund (if prepaid) is processed directly by the seller, per their policy.
C. Delivery Rider
• Riders may cancel only for valid reasons:
o Seller delays beyond grace period
o Unsafe situations
o Wrong address
o Vehicle breakdown
• Evidence must be logged in the Rider App.
D. Platform
• Kuicko may cancel orders due to fraud, safety issues, legal restrictions, or system errors.
• In such cases, sellers will refund the customer where applicable.
________________________________________
Before Seller Acceptance:
Full cancellation allowed; full refund if prepaid.
After Seller Acceptance but Before Preparation/Picking:
Seller may allow full refund or may apply a small cancellation fee.
During or After Preparation/Packing:
Refund depends on seller policy.
Food and perishable items may be non-refundable once preparation begins.
After Pickup/Dispatch:
Cancellation is treated as a return request, and all costs (return fees, transportation, perishability impacts) depend on seller policy.
After Delivery:
Post-delivery cancellations follow the Return & Refund Policy, and must be raised directly with the seller.
________________________________________
A. Food & Beverages
• Before acceptance → Full refund.
• After acceptance but before cooking → Refund or partial refund depending on seller policy.
• After cooking starts → Often non-refundable.
• If a rider is en route → Refund may exclude prep/delivery costs.
• Seller cancellations → Full refund + possible goodwill credit (if seller offers).
B. Grocery
• Before picking/packing → Full refund.
• After packing → Restocking charges may apply (seller discretion).
• After dispatch → Treated as a return; perishables usually non-refundable.
C. Pharmacy & Healthcare
• Before dispensing → Seller may allow full cancellation.
• After dispensing/dispatch → Generally non-refundable (regulatory).
• Wrong/expired/damaged medicine → Seller must replace/refund after verification.
D. E-commerce
• Before shipping → Full refund.
• After shipping → Treated as a return. Refund after seller inspection.
• Seller cancellations due to stock/quality → Full refund.
E. Parcel Delivery
• Before pickup → Full refund of shipping fee.
• After pickup but before carrier scan → Possible cancellation with handling fee.
• After “In Transit” → Cancellation not possible; sender may request return at their cost.
________________________________________
• Scheduled bookings: Cancel at least 6–24 hours in advance; late cancellations may incur full charges.
• Subscriptions: Cancel before billing cycle. Refunds depend on seller subscription terms.
• Bulk orders: May require 48–72 hours’ notice. Preparation costs may be non-refundable.
________________________________________
• Sellers may apply:
o Cancellation fees
o Preparation/packing fees
o Restocking charges
• Partial refunds are based on actual delivered/prepared value after deductions.
• All deductions are displayed to the customer before confirming cancellation.
________________________________________
• If refused at delivery:
o Marked as order refused
o Return or re-delivery fees may apply per seller policy
• Frequent COD refusals may lead to account restrictions.
________________________________________
Sellers may cancel for valid reasons such as:
• Out of stock
• Quality failures
• Legal restrictions
• Operational limitations
Full refund for prepaid orders must be issued directly by the seller. Persistent seller cancellations may impact the seller’s platform privileges.
________________________________________
• Riders can cancel only for approved reasons.
• Evidence must be uploaded (photo, message, timestamp).
• Repeated invalid cancellations may result in rider penalties or suspension.
________________________________________
Kuicko may cancel orders due to:
• Fraudulent activity
• Unsafe or illegal requests
• System or operational failures
• Seller non-compliance
Refunds (if any) will be processed by the seller per their policy.
________________________________________
• Customers receive real-time updates on cancellation status.
• Refund timelines, deductions, and routes are shown clearly in-app.
• Vendors and riders receive logs for dispute resolution.
________________________________________
• Seller settlements reflect cancellations, chargebacks, and refunds.
• Rider payouts depend on whether cancellation was legitimate.
• Fraud reserves may be placed on accounts with suspicious activity.
________________________________________
We monitor for:
• Serial cancellations
• COD misuse
• Fake complaints
• Abusive refund behaviour
Actions include warnings, account limits, suspension, or legal action.
________________________________________
1. Contact seller directly (preferred)
2. Use in-app support to request assistance
3. Email escalation to: info@kuicko.com
4. Further disputes may be raised to consumer authorities/courts as per law
________________________________________
• Vendors: Cancellation rate, readiness, accuracy
• Riders: On-time pickup, cancellation rate, delivery success
Violations may lead to penalties or removal from the platform.
________________________________________
Certain cancellations may be treated differently during:
• Public safety emergencies
• Government restrictions
• Natural disasters
• Technical outages
Kuicko will communicate adjustments where necessary.
________________________________________
• Customer cancels food order before acceptance → Full refund
• Food order cancelled after preparation → Partial or no refund (seller discretion)
• Seller out-of-stock → Full refund
• Rider cancels due to unsafe location → No penalty to rider
• Parcel cancelled after pickup → Shipping fee may not be refundable
________________________________________
Kuicko stores cancellation logs, messages, and evidence per legal and privacy requirements.
________________________________________
This policy may be updated due to operational, market, or legal changes.
Material updates will be notified in-app or via email.
________________________________________
For concerns, you may contact us at:
info@kuicko.com
