Heydosto Refund Policy
Last Updated: June 10, 2025
At Heydosto, we aim to deliver every order with accuracy, speed, and satisfaction. However, we understand that sometimes things may go wrong. This Refund Policy outlines the circumstances under which a refund may be initiated for food, grocery, pharmacy, or parcel delivery orders placed through our platform.
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1. General Conditions for Refund
A refund may be issued under the following circumstances:
• The item delivered was incorrect, damaged, expired, or missing.
• The order was canceled by the user within the eligible cancellation window.
• The order could not be delivered due to merchant or delivery failure.
• The payment was deducted but order was not placed due to a technical issue.
• For pharmacy, medicine delivery is denied due to missing/invalid prescription.
Note: To be eligible for a refund, you must report the issue within 1 (One) hours of receiving your order
Refunds are not applicable in cases where:
• The user provided incorrect address or contact details.
• The user failed to receive the delivery despite multiple attempts.
• Items such as food or medicines were partially consumed or used.
• Cancellation was attempted after dispatch, except in extreme cases (e.g., spoiled food).
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2. Timeframe for Requesting Refund
Refund requests must be raised within 1(One) hours of delivery or scheduled delivery failure. You can submit the request through:
• In-app support chat
• Calling our helpline at 9951699519 within 1(One) hours of receiving your order.
• Emailing us at info@heydosto.org
Provide necessary order details:
• Your order number, a brief description of the issue, and, if possible, a photo of the damaged or incorrect item.
• Once your request is received, we will process the return within 5-7 business days.
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3. Refund Process
Once a request is verified:
• A partial or full refund may be approved, based on the issue.
• Refunds are issued to the original payment method (UPI, card, wallet, etc.)
• Refund timelines:
Payment Method Refund Time
UPI / Wallets 1–3 working days
Credit/Debit Cards 5–7 working days
Net Banking 3–5 working days
• In some cases, a Heydosto credit voucher may be issued for instant use.
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4. Food & Grocery Refunds
• If you receive spoiled, missing, or wrong items, you are eligible for a refund or redelivery.
• Complaints must be supported by photos or videos at the time of unboxing.
• Partial refunds are applicable for partially missing items.
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5. Pharmacy Refunds
• Refunds for medicines are processed only if:
o The item is wrong, expired, or damaged.
o The order is canceled due to a missing/invalid prescription.
o Delivery is delayed beyond acceptable limits and becomes medically irrelevant.
• No refunds for used/consumed medicines or opened packaging unless defective.
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6. Parcel Delivery Refunds
• If a parcel is not delivered, and it was due to platform failure, a full refund is issued.
• If the parcel is damaged in transit, we may refund up to the declared item value or shipping fee (whichever is applicable).
• Refund is not applicable if the package contains prohibited or undeclared items, or was improperly packed.
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7. Cancellations Leading to Refunds
Order Type Eligible for Cancellation Refund Eligibility
Food Within 1 (One) minute of placing Full refund
Grocery Before packaging Full/Partial
Pharmacy Before verification/pickup Full
Parcel Before pickup Full
Once dispatched, orders cannot be canceled, and refunds will not be issued unless it’s a platform error. If you have any questions or need further assistance regarding our refund policy, please contact our customer service team via the app, by email at support.heydosto@gmail.com, or by calling us at 9951699519. We are here to ensure that you have a smooth and satisfactory experience with HEYDOSTO.
