Cancellation and Refund Policy

These terms of use ("Terms of Use") mandate the terms on which users ("You" or "Your" or "Yourself" or "User" or "Customer") interested in browsing or availing Services offered through FIDOO (defined below), and accessing the mobile application owned and operated by Twiclo Technologies Pvt. Ltd. ("FIDOO") collectively referred to as, the "Platform" connects with the stores registered on the Platform ("Partner Merchant Stores"), and with delivery partners ("Delivery Partners") to avail the Services offered through FIDOO.
Please read the Terms of Use carefully before using the Platform or registering on the Platform or accessing any material or information through the Platform. By completing the onboarding process (providing legal documents), you accept this Terms of Use and agree to be legally bound by the same.
Use of and access to the Platform is offered to You upon the condition of acceptance of all the terms, conditions and notices contained in this Terms of Use and Privacy Policy, along with any amendments made by FIDOO at its sole discretion and posted on the Platform from time to time.
For the purposes of these Terms of Use, the term 'FIDOO' or 'Us' or 'We' refers to Twiclo Technologies Private Limited. The term 'You' refers to the user or customer of the App. When You use our services, you will be subject to the terms, guidelines and policies applicable to such service and as set forth in these Terms of Use. As long as you comply with these Terms of Use, we grant you a personal, non-exclusive, non-transferable, limited privilege to enter and use our Platforms and services.

Customer may cancel order within 10 seconds of order placement, post 10 seconds FIDOO reserves the right to charge you the total order amount including (but not limited to) our service fees to compensate for our Resources and Merchant Partners.

FIDOO reserves the right to collect a penalty for the Orders constrained to be cancelled by FIDOO for reasons not attributable to FIDOO, including but not limited to:
(i)If the address provided by Customer is either wrong;
(ii)If unable to contact Customer by phone or email at the time of delivering the Order booking;
(iii)If unable to deliver Customer’s Order due to lack of information, direction or authorization from Customer at the time of delivery;
(iv)If the order involves the purchase of medicines for which a medical prescription is required and for which You have not provided such medical prescription or provided an invalid medical prescription;

In case of cancellations for the reasons attributable to FIDOO or the Merchant store or Delivery partner, FIDOO shall not collect any penalty from the Customer.

The Orders placed by customer using the Platform are non-refundable except if refund is requested under the following conditions:
(i)If the Order could not be delivered within 2 hours;
(ii)If the Merchant store doesn't accept or cancels the Order due to reasons not attributable to customer, including but not limited to store being closed, non-availability of items, store cannot service online orders at that moment, store is overcrowded, etc.
(iii)If FIDOO cancels the Order due to reasons not attributable to Customer, including but not limited to non-availability of Delivery Partner, etc
(iv)If the wrong Item has been delivered to You, which does not match with the Item for which You had initiated purchase

In case of cancellations for the reasons attributable to FIDOO or the Merchant store or Delivery partner, FIDOO shall not collect any penalty from the Customer.

FIDOO reserves the right to look into the cancellation request of the customer and determine if such cancelation request falls under the conditions mentioned above. If FIDOO is satisfied that the request and same fulfills any of the aforesaid conditions, then FIDOO shall process the cancellation request and refund amounts to the Buyer.

Customer may be entitled to a refund up to 100% of the Order value if Delivery partner fails to deliver the Order due to a cause attributable to either Merchant store or DP or FIDOO, however such refunds will be assessed on a case-to-case basis by FIDOO.

In case of Prepaid order, all refunds shall be processed in the same manner (Source) as they are received, refund amount will reflect in your account based on respective banks policies.

In case of cash on delivery order, FIDOO will recover from the Buyer’s subsequent Order in order to compensate the Merchant stores and DPs.

Our decision on refunds shall be final and binding.