Cancellation & Refund Policy

• Orders can be cancelled directly from the app any time before the order is marked "Out for Delivery."
• Free cancellation: while an order is still awaiting vendor confirmation ("Pending"), it can be cancelled at no cost.
• After vendor confirmation: the order can still be cancelled, but customers are encouraged to cancel promptly, since the vendor has already begun preparing the order.
• Once an order is "Out for Delivery," it can no longer be cancelled through the app. Customers may refuse delivery at the door, subject to the vendor's/rider's applicable refused-delivery process.

Orders may also be cancelled by the vendor or automatically by the platform, including when:

• The vendor does not respond to a new order within 15 minutes.
• A confirmed order is not dispatched for delivery within 24 hours.
• A dispatched order is not delivered within 24 hours.
• A scheduled can pickup (return) is not completed within the applicable pickup window.

Customers are notified whenever an order or pickup is cancelled, along with the reason.

For Cash on Delivery orders, no payment is collected until the water is actually delivered. If a COD order is cancelled — by the customer, the vendor, or automatically by the system — before delivery, no refund is required, since no payment was ever collected.

If an order was paid for online and is subsequently cancelled:

• The paid amount is eligible for a refund.
• The refund is initiated automatically once the cancellation is processed and is credited back to the original payment method.
• Refund processing times depend on your bank or payment provider.

The order will show a "Refund Initiated" status once a refund has started, and "Amount Refunded" once it is completed.

Some orders include a refundable deposit for the water can(s) supplied. This deposit is separate from the order amount and is refunded when the empty can is returned to the vendor in reasonable condition. Charges may apply for cans that are lost or materially damaged, as described in the Terms & Conditions.

Customers may cancel a scheduled can pickup request at any time before it is completed. If a scheduled pickup is not completed within the applicable window, it is automatically cancelled by the system, the customer is notified, and a new pickup can be requested.

A refund will generally not apply where:

• The order was delivered successfully and accepted by the customer without a reported issue.
• A cancellation request is submitted after the order has already been delivered.
• The cancellation/refund process is misused, including repeated or fraudulent cancellation claims.

If you receive contaminated water, a damaged or leaking can, an incorrect item, or your order does not arrive, report it through TryAquaDrop Support promptly. Such cases are reviewed individually and may qualify for a refund, replacement, or credit even outside the standard scenarios above.

TryAquaDrop may update this Cancellation & Refund Policy from time to time. Continued use of the platform after an update constitutes acceptance of the revised Policy.

This Policy is governed by the applicable laws of India, consistent with the TryAquaDrop Terms & Conditions.