Refund & Cancellation Policy
Clear, transparent guidelines for resolving order cancellations, merchant exceptions, and wallet refunds securely and efficiently.
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Cancellations & The 2-Minute Window
Immediate corrections prevent wasteful preparation by merchants. Users may cancel their order without any penalty within a strictly monitored timeframe.
- check_circleCancellations are accepted with full waiver only if initiated within 2 minutes of submitting the service or food order.
- cancelRequests cancelled after the 2-minute grace period or after merchant food preparation has commenced will be subject to a fee up to the total order value.
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Refund Processing
All approved merchant returns and cancellations are processed promptly into the SUPLA closed-loop wallet ecosystem.
Processing TimeWithin 24 Hours
Refund MethodSUPLA Wallet Credit
*Refunds to original payment methods (Bank/Card) are not supported under standard operational policy unless mandated by applicable regulatory authorities.
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Grievance Window
If an item is missing, damaged, or unfulfilled, disputes must be reported within our active review window:
48 Hoursfrom time of delivery completion