Refunds and cancellations are subject to certain conditions. The details are given below.

Cancellation

Before the order is in the confirmed status, the customer can go to the pending order and cancel the order without any additional fee by clicking the “Cancel Order” on the bottom right of the screen. Once the order is confirmed, the order can be cancelled through the Chat or Contact us option within the app. Your order can be cancelled until the rider has purchased the order from the merchant and the order status is  “Assigned”. Cancellation after the order has been purchased may be subject to a cancellation fee.
 

Refund

To request a refund for any reason, you must make your request within 24 hours of delivery. Please let us know if your order has:

• Any missing items that you were charged for on the final receipt
• Contains damaged, spoiled, or otherwise unusable items

The customer shall provide a picture of the order as evidence to claim a refund via email to customercare@october-now.com or reach us through WhatsApp on:-  +92-316-6551117. We try and make the refunds as soon as possible. Your refund will be added to your wallet under the Cash Change tab on the App 24-48 hours after our team has assessed the refund request.
 

Return/Exchange

OctoberNow only entertains the exchange/return option if they are requested within 24 hours after the order has been delivered to the customer. Please note exceptions  Exchange or return is applicable in the following Scenarios:

• If the Biker boy brought the wrong product, brand, size which doesn’t match the customer’s original order.
• If the ordered product was Out of stock and to facilitate the customer the Biker Boy brought a similar product of different brand but did not inform the customer.
• Product is damaged while in transit.
• The price of the product does not match the price on the App (a difference of more than 50 PKR) and the Customer was not informed beforehand.
• Orders containing damaged, spoiled, or otherwise unusable items will be exchanged/returned by our Biker Boys before accepting the payment.
• If the customer cannot be reached via call, in-app chat, or SMS, the same conditions will be applicable as in the case the customer was informed.

Exceptions:

• Frozen items can only be returned at the time of delivery. (Items can be returned only if the wrong product is delivered or the packaging is damaged, and the customer requests the return before payment). No questions asked!
• Fruits and Vegetables can only be returned at the time of delivery if the quality is not satisfactory, and the customer requests the return before payment). No questions asked!
• Meat/Poultry items can only be returned at the time of delivery if the quality is not satisfactory, and the customer requests the return before payment). No questions asked!