Last updated 19 October 2026
Cancellation and refund policy
Goods and services on SanthaiApp are sold by independent sellers, who set their own cancellation, return and refund terms within consumer law. Because you pay the seller directly (cash on delivery, UPI to the seller, or at the shop), refunds for orders are made by the seller. This policy explains what to expect and how we help.
Cancelling an order
Before the shop accepts your order, you can cancel it from My orders. After the shop accepts it, you can send a cancellation request from the order, which the shop decides on; once an order is out for delivery, contact the shop. A seller may cancel an order it cannot fulfil and must tell you why. Ride and goods-vehicle bookings can be cancelled from the booking screen; any cancellation charge is shown before you confirm.
Missing, wrong, damaged or expired items
Check your order at delivery. Report a missing, wrong, damaged, expired or poor-quality item to the seller from the order page as soon as possible, and within 48 hours for most items. Perishable goods such as milk, vegetables, meat, fish and cooked food should be reported on the day of delivery. Add photos and the order number. The seller may offer a replacement, a refund or a pickup of the item.
Returns
Whether an item can be returned depends on the seller's return terms shown on the shop or product page, and on the type of goods. Hygiene, perishable, made-to-order and opened medicines or food are usually not returnable unless they were wrong, damaged or defective. Defective goods are covered by your rights under the Consumer Protection Act, 2019 and any manufacturer warranty.
How refunds are paid
The seller refunds you directly: by UPI or bank transfer for UPI payments, or by cash or UPI for cash-on-delivery and pay-at-shop orders. Agree the method with the seller, and ask for confirmation. SanthaiApp does not hold order payments, so we cannot pay refunds on a seller's behalf. Never share an OTP or UPI PIN to receive a refund; receiving money never needs a PIN.
If the seller does not respond
If the seller does not respond within 48 hours or refuses a fair request, contact our Grievance Officer with the order number, shop name and details. We will follow up with the seller, may restrict sellers who repeatedly fail customers, and will tell you the outcome. You can also approach the National Consumer Helpline (1915) or a consumer commission.
Business software plans
For Santhai BuizOS and other business plans paid to SanthaiApp, cancellation and refund requests are reviewed individually based on the payment record, the service received and the terms shown at purchase. Email us with your business name, payment reference, date and amount. Report duplicate or wrong charges and do not pay again while a payment is being checked. Approved refunds go back to the original payment method; bank processing times vary.
Your rights
Nothing in this policy limits your rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 or other law.
Questions or complaints?
Email support@santhaiapp.in. For a complaint about an order, a seller, content or your personal data, see Grievance redressal. Never send passwords, OTPs, card details or UPI PINs.