1. Cancellation

   1. Customer Cancellation

      1. As a general rule you shall not be entitled to cancel your order once placed. You may choose to cancel your order only within one-minute of the order being placed by you. However, subject to your previous cancellation history, Nala reserves the right to deny any refund to you pursuant to a cancellation initiated by you even if the same is within one-minute.

      2. If you cancel your order after one minute of placing it, Nala shall have a right to charge you 100% of the order amount as the cancellation fee , with a right to either not to refund the order value in case your order is prepaid or recover from your subsequent order in case your order is postpaid, to compensate our restaurant/merchants and delivery partners.

   2. Non-Customer Cancellation

      1. Nala reserves the right to charge you cancellation fee for the orders constrained to be cancelled by Nala for reasons not attributable to Nala, including but not limited to:

         1. in the event if the address provided by you is either wrong or falls outside the delivery zone;

         2. failure to contact you by phone or email at the time of delivering the order booking;

         3. failure to deliver your order due to lack of information, direction or authorization from you at the time of delivery; or

         4. unavailability of all the items ordered by you at the time of booking the order; or

         5. unavailability of all the items ordered by you at the time of booking the order. However, in the unlikely event of an item on your order being unavailable, Nala will contact you on the phone number provided to us at the time of placing the order and inform you of such unavailability. In such an event you will be entitled to cancel the entire order and shall be entitled to a refund to an amount upto 100% of the order value.

      2. In case of cancellations for the reasons attributable to Nala or the restaurant partner or delivery partners, Nala shall not charge you any cancellation fee.

2. Refunds

   1. You may be entitled to a refund for prepaid orders post deduction of cancellation fee as described in Section 1.2 above or in a manner as deemed fit by Nala in its sole discretion. You shall also be entitled to a refund of portionate value in the event packaging of an item in an order or the complete order, is either tampered or damaged and you refuse to accept at the time of delivery;

   2. You may be entitled to a refund upto 100% of the order value if Nala Delivery Partner fails to deliver the order to you due to a causes attributable to Nala, however such refunds will be assessed on a case to case basis by Nala Note: We do not penalise the Delivery Partner for delay, caused due to external factors

   3. Our decision on refunds shall be final and binding.

   4. All refund amounts shall be credited to your account as may be stipulated as per the payment mechanism of your choice, the estimated timelines are detailed as below, in case you don’t choose to credit it to you wallet with your Nala Account;

3. In case of payment at the time of delivery, you will not be required to pay for:

   1. orders where packaging is either tampered or damaged at the time of delivery;

   2. wrong order being delivered; or

   3. items missing from your order at the time of delivery.

Provided the same is communicated to Nala Customer Care before the order is marked delivered.