Order Cancellation and Reschedule Policy

These terms and conditions govern Pacific Retail Private Limited’s (“Freshtogo”) Order Cancellation and Reschedule Policy. Any Capitalized terms used but not defined herein shall have the meaning assigned to them under the Terms of Service which govern your use of our website www.Freshtogo.in (the “Website”) and our Freshtogo application for mobile and handheld devices (the “App”). The Website and the App are jointly referred to as the “Platform”. By placing an order with Freshtogo, the Customer (“You”/”User”) agrees to abide by the terms and conditions outlined in this Order Cancellation and Reschedule Policy.

Cancellation of Orders

Users placing scheduled orders may choose to cancel their Orders free of charge, provided the cancellation is made a minimum of "4 hours" before the scheduled slot start time. Cancellation requests received after this specified time window will result in a cancellation fee of upto 100% (one hundred percent) of the order value.

Users placing express orders (90 minutes Delivery Orders) may choose to cancel their Orders free of charge within "1 minutes" after the order placement. Any cancellation requests made after this specified time window will result in a cancellation fee of upto 100% (one hundred percent) of the order value.

However, subject to the User's previous cancellation history or on the basis of misuse of this Policy or any other Policy, Freshtogo reserves the right to suspend, terminate and/or cancel the order placed by the User without reason and may charge a penalty of upto 100% of the order value and take any other necessary action not limited to initiating legal action against the User.

For "Cash on Delivery" (COD) orders and “UPI on Delivery” orders, Freshtogo reserves the right to recover the cancellation fee of upto 100% (one hundred percent) of the order value from the User in the subsequent order.

Freshtogo reserves the right to collect a penalty of upto 100% (one hundred percent) of the order value for the Orders constrained to be cancelled for reasons not attributable to Freshtogo, including but not limited to

• In the event if the address provided by the User is either wrong or falls outside the delivery zone.
• Failure to contact User by phone at the time of delivering the Order booking.
• Failure to deliver Order due to lack of information, direction or authorization from User at the time of delivery

In case of cancellations for the reasons attributable to Freshtogo, Freshtogo shall not collect any penalty from the User.

Reschedule of Orders

Users placing scheduled orders have the option to reschedule their orders under the following conditions:

• When placing Scheduled Orders as per the slots made available to the User by Freshtogo (“Scheduled Order”), Users may choose to reschedule their order up to one time, provided the rescheduling is done "2 hours" prior to the slot start time. These reschedules shall be free of charge. Please contact Freshtogo customer support team to reschedule the order.
• When placing Express orders (90 minutes Delivery Orders) as per the Express Delivery slot made available to the User by Freshtogo, Users may choose to reschedule their order up to one time at any point, prior to being delivered. Rescheduling within these conditions is free of charge. Please contact Freshtogo customer support team to reschedule the order.

Amendments

Freshtogo reserves the right to change/amend/add/delete/modify this Policy in whole or in part, at any time without assigning any reason whatsoever. The User acknowledges that they will not be personally advised of any such change/amendment/addition/deletion/modification. The User is advised to check for any such change/amendment/addition/deletion/modification regularly. The User hereby unconditionally agrees to all such changes/amendments/additions/deletions/modifications.

Contact Us

If you have any questions or require assistance with order cancellations or rescheduling, please contact our customer support team at 8100332030/ 8100332033 or support@freshtogo.in.

By placing an order with Freshtogo, you agree to abide by the terms and conditions outlined in this Order Cancellation and Reschedule Policy.