This policy explains when customers can cancel orders on Shop Local and how refunds are issued. All amounts are in Indian Rupees (INR / ₹). For questions, see Contact Us.
1. How refunds are paid
Eligible refunds are credited instantly to the customer's in-app Shop Local wallet (not delayed bank/card reversal timelines for the customer experience). Wallet balance can be used for future Shop Local orders.
If the original payment was collected via a payment gateway, the platform may also reverse funds with that gateway in the background. That recovery does not delay the customer's wallet credit.
2. When you can cancel
2.1 Before the vendor accepts
Customers may cancel an order while it is waiting for the vendor. A full refund of the order amount (including applicable delivery charges paid for that order) is credited to the in-app wallet.
2.2 After the vendor accepts or starts preparing
Cancellation may no longer be available in the app once the order has progressed. Contact support at dev@brucira.com if you need help; eligibility depends on fulfillment stage.
3. Vendor rejection
If a vendor rejects an order, customers receive a full refund to the in-app wallet immediately, along with an in-app notification.
4. Order edits & price changes
- If a vendor proposes a lower order total and the customer accepts, the difference is refunded to the in-app wallet (partial refund).
- If the customer rejects the vendor's edit, the order is cancelled and a full refund is credited to the in-app wallet.
- If the edited total is higher, the customer is asked to pay the difference before the order continues.
5. Non-refundable situations
- Orders already delivered and accepted without a reported issue.
- Abuse, fraud, or duplicate / fake orders (accounts may be restricted).
- Product quality disputes after delivery are handled case-by-case with the merchant; we facilitate resolution where possible.
6. Vendor settlements
Vendor earnings for completed orders settle to the vendor wallet after platform commission. Vendors may withdraw available balance to their registered UPI ID in INR, subject to KYC and payout partner rules. Withdrawals are separate from customer refunds.
7. Need help?
Email dev@brucira.com with your order ID and registered phone number. Also see Terms & Conditions and Contact Us.