Cancellation & Refund Policy

A customer may request cancellation of a delivery request before the delivery process has progressed significantly.

Cancellation may be possible if:

• The shop has not prepared or handed over the product.
• The rider has not already incurred significant delivery-related costs.
• The delivery process has not progressed substantially.

Once the rider has picked up the product or has already travelled for the delivery, cancellation may not be possible.

If a cancellation occurs after delivery-related costs have already been incurred, applicable delivery charges may still be payable by the customer.

The product is supplied and sold by the respective local shop.

The local shop is responsible for:

• Product quality
• Product availability
• Product price
• Product quantity
• Product description
• Product expiry, where applicable
• Product-related return
• Product replacement
• Product refund

Aata Hu does not independently decide whether a shop must accept a product return or issue a product refund.

If a customer wants to return a product, the customer should contact Aata Hu and/or the respective local shop as soon as possible.

A product can be returned only if the respective shop agrees to accept the return.

Aata Hu does not independently decide whether the product can be returned.

If the shop agrees to accept the return, Aata Hu may arrange a rider to pick up the product from the customer and return it to the respective shop.

The return pickup will be treated as an additional delivery service.

An additional return/delivery charge will apply for this service, and the customer will be responsible for paying the applicable additional charge.

The applicable return charge will be communicated to the customer before the return pickup is arranged, wherever reasonably possible.

If the respective shop accepts the returned product, the shop will decide whether to provide:

• A replacement product, or
• A refund, or
• Another suitable resolution according to the shop's policy.

If a replacement product needs to be delivered to the customer, an additional delivery charge may apply.

The customer will be responsible for any applicable additional delivery charge.

Aata Hu only provides the pickup and delivery service and does not guarantee that the shop will provide a replacement.

Aata Hu does not independently issue refunds for products because the products are sold by the respective local shop.

If the shop accepts the returned product and approves a refund, the refund will be handled according to the shop's applicable refund policy and payment method.

Aata Hu does not guarantee that a shop will approve a refund.

Any refund approved by the shop is separate from Aata Hu's delivery charges.

If the shop agrees to accept a return after the original delivery has been completed, Aata Hu may arrange a rider to collect the product from the customer.

This return pickup is a separate delivery service.

Therefore, additional delivery/return charges will apply.

The customer must pay the applicable return pickup charge before or at the time the return pickup is arranged, as communicated by Aata Hu.

The Aata Hu delivery fee is a charge for providing the pickup and delivery service.

Once a rider has been assigned, travelled to the shop, picked up the product, or attempted delivery, the delivery fee may not be refundable.

If a delivery request is cancelled before the delivery process begins, the delivery fee may be waived where applicable.

Delivery charges are separate from the price of the product.

A delivery may fail because:

• The customer is unavailable.
• The delivery address is incorrect or incomplete.
• The customer refuses to accept the product.
• The customer cannot be contacted.
• The shop does not have the requested product.
• The delivery location is outside the service area.
• Delivery cannot reasonably be completed due to circumstances beyond Aata Hu's control.

If the customer is responsible for the failed delivery, applicable delivery or additional delivery charges may still apply.

Customers are responsible for providing the correct delivery address and contact information.

If an incorrect or incomplete address causes an additional delivery attempt, additional charges may apply.

If the requested product is unavailable at the selected shop, Aata Hu may inform the customer.

The customer may:

• Cancel the request, or
• Choose another available product/shop where possible.

If no delivery service has been performed, no delivery fee should be charged unless otherwise communicated.

If a product appears damaged at the time of delivery, the customer should report the issue to Aata Hu and/or the respective shop as soon as possible.

Aata Hu may contact the shop to determine whether the shop will accept a return, replacement, or refund.

Aata Hu cannot independently guarantee a refund or replacement for a product supplied by the shop.

If the shop accepts the return, Aata Hu may arrange return pickup.

Additional return delivery charges may apply.

If the customer receives a different product from the one requested, the customer should contact Aata Hu as soon as possible.

Aata Hu may coordinate with the shop and rider to determine whether the product can be returned or replaced.

If the shop accepts the return, Aata Hu may arrange the return pickup.

Any additional return or replacement delivery may be subject to applicable additional delivery charges.

Where a refund is approved by the shop:

• The refund will generally be processed using the applicable payment method.
• Processing time may depend on the shop and/or payment provider.
• Aata Hu is not responsible for delays caused by a third-party payment provider or the shop.

For cash payments, any product refund approved by the shop will be handled according to the shop's refund process.

Aata Hu does not guarantee cash refunds for products unless specifically agreed with the respective shop.

Aata Hu's delivery charge may not be refundable when:

• The rider has already travelled to the shop.
• The rider has already travelled to the customer.
• The product has already been picked up.
• The customer is unavailable.
• The customer provides an incorrect address.
• The customer refuses to accept the delivery without a delivery-related issue.
• Delivery has already been completed.
• A return pickup has already been completed.

Product refunds remain subject to the respective shop's policy.

Customers are responsible for:

• Providing accurate contact details.
• Providing the correct delivery address.
• Checking the product at the time of delivery where reasonably possible.
• Informing Aata Hu about a return/replacement request as soon as possible.
• Paying applicable additional return or replacement delivery charges.

Customers should contact Aata Hu as soon as possible using the contact details available on the website.

The customer may be asked to provide:

• Name
• Mobile number
• Delivery/request details
• Shop name
• Product details
• Reason for cancellation, return, replacement, or refund
• Relevant payment information or proof where required

Aata Hu may coordinate with the respective shop before confirming a return or replacement.

Aata Hu can facilitate communication and delivery-related assistance between the customer and the local shop.

However, Aata Hu cannot guarantee that a local shop will:

• Accept a returned product
• Replace a product
• Approve a refund

Such decisions remain with the respective shop, subject to its policies and applicable law.

Aata Hu may update this Cancellation & Refund Policy from time to time.

Any updated version will be published on this page.

Customers should review this page periodically for changes.

For cancellation, delivery, return, replacement, or refund-related questions, contact Aata Hu using the contact details provided on the website.