1. Preamble
This Cancellation and Refund Policy (“Policy”) is issued by QSKIP Private Limited, a company incorporated under the Companies Act, 2013, bearing CIN U56100HR2026PTC142061, having its registered office at House No. 2532/16, Faridabad City, Faridabad – 121002, Haryana (“QSKIP”, “Company”, “we”, “us” or “our”). This Policy governs the cancellation of Orders placed, and the refund of amounts paid, through the QSKIP mobile application (the “Platform”).
This Policy is incorporated by reference into, and forms an integral part of, the QSKIP Terms and Conditions. Capitalised terms used but not defined in this Policy shall bear the meanings assigned to them in the Terms and Conditions. In the event of any conflict between this Policy and the Terms and Conditions, this Policy shall prevail solely in relation to matters of cancellation and refund.
By placing an Order through the Platform, the Buyer acknowledges and agrees to be bound by this Policy.
2. Nature of Orders
(a) All Orders placed through the Platform are prepaid and are placed for collection by the Buyer at the designated Pickup Location.
(b) The Buyer acknowledges that food and beverage items are perishable in nature and that the Partner Outlet commences preparation of an Order promptly upon confirmation. Accordingly, the right to cancel an Order and receive a refund is time-limited and status-dependent, as set out in Section 3.
(c) QSKIP acts solely as a facilitator of the transaction between the Buyer and the Partner Outlet and, where applicable, as a payment collection agent. QSKIP does not prepare, and is not responsible for the preparation of, any food or beverage item.
3. Cancellation Policy
Whether an Order may be cancelled, and whether a refund is payable, depends on the current status of the Order at the time cancellation is requested, as follows::
| # | Status of Order | Entitlement to Cancel | Entitlement to Refund |
|---|---|---|---|
| (i) | Order just placed | The Buyer may cancel the Order within the first one (1) to two (2) minutes following its placement | Full and automatic refund shall accrue upon such cancellation |
| (ii) | Order accepted by Partner Outlet | The Buyer may cancel the Order at this stage only where, and to the extent that, the concerned Partner Outlet permits cancellation at such stage | A full refund shall accrue where cancellation is so permitted and duly effected; no refund shall accrue where the Partner Outlet does not permit cancellation at this stage |
| (iii) | Order under preparation | The Order shall not be cancellable by the Buyer | No refund shall be payable |
| (iv) | Order ready for pickup | The Order shall not be cancellable by the Buyer | No refund shall be payable |
| (v) | Order cancelled by Partner Outlet | Cancellation shall take effect automatically, without any action required on the part of the Buyer | Full and automatic refund of the entire amount paid in respect of the Order |
| (vi) | Order not collected within thirty (30) minutes of pickup time communicated in respect thereof | The Order shall stand expired and shall not be cancellable | No refund shall be payable, without prejudice to Section 4 |
For the avoidance of doubt, nothing in this Section shall be construed as obliging any Partner Outlet to permit cancellation of an Order that has already been accepted under Sl. No. (ii) above, such discretion resting solely with the Partner Outlet.
4. Non-Collection of Orders
(a) Where a Buyer fails to collect an Order within thirty (30) minutes of the pickup time communicated through the Platform, the Order shall be treated as expired, the Partner Outlet may discard or otherwise dispose of the prepared items at its discretion and no refund, replacement or compensation shall be payable to the Buyer.
(b) Neither QSKIP nor the Partner Outlet shall be liable for any deterioration in quality, temperature change, spoilage or other condition of the food arising from delayed or non-collection by the Buyer.
5. Refunds
(a) Eligibility and quantum: A refund shall be payable only in the circumstances set out in Section 3. QSKIP shall have final authority to determine eligibility for a refund, and the quantum thereof, having regard to this Policy and the specific circumstances of the Order.
(b) Mode of refund: Refunds shall be processed to the original mode of payment used for the Order, save that where the Order was paid for, in whole or in part, using QSKIP Credits, the corresponding QSKIP Credits shall be reinstated to the Buyer's Account rather than refunded in cash, in accordance with the Terms and Conditions.
(c) Processing. All eligible refunds are processed automatically through QSKIP's payment processing partner and may be tracked by the Buyer from the Order history section of the Platform.
(d) Timelines. Subject to Section 5(e), refunds are processed within the following indicative timelines, measured from the time the refund is approved:
- UPI: typically instant, and in all cases within 2–24 hours.
- Debit card, credit card or net banking: 3–7 Business Days, depending on the processing timelines of the Buyer's issuing bank or financial institution.
- QSKIP Credits/loyalty rewards: reinstated to the Buyer's Account instantly.
(e) No liability for third-party or bank delay. The timelines in Section 5(d) are indicative and dependent on the systems, processes and timelines of QSKIP's payment processing partner and the Buyer's bank or card issuer, none of which are within QSKIP's control. QSKIP shall not be liable for any delay in the receipt of a refund attributable to such third parties, nor shall any interest, compensation or other amount be payable in respect of such delay.
(f) No refund beyond amount paid. In no event shall the aggregate refunds payable in respect of an Order exceed the amount actually paid by the Buyer for that Order.
6. QSKIP Credits
Where a refund or goodwill amount is issued in the form of QSKIP Credits, such credits shall constitute a limited, non-transferable, non-withdrawable balance usable solely for placing eligible Orders on the Platform, and shall otherwise be governed by Section 19 of the Terms and Conditions. QSKIP Credits do not constitute legal tender, stored value, a prepaid payment instrument or a bank deposit, and cannot be redeemed for cash or transferred to any other person or account.
7. Prevention of Misuse
(a) The right to cancel an Order and obtain a refund under this Policy is provided for the bona fide benefit of Buyers and shall not be exercised in a manner that is fraudulent, repetitive or abusive, or that is intended to exploit the Platform, a Partner Outlet, or QSKIP's payment or refund systems.
(b) QSKIP reserves the right to investigate any pattern of cancellations or refund requests that it reasonably suspects to be fraudulent or abusive, and may, without prior notice, withhold a refund pending such investigation, decline a refund found to be unwarranted, and/or suspend or terminate the Buyer's Account in accordance with the Terms and Conditions.
8. Force Majeure
QSKIP shall not be liable for any failure or delay in effecting a cancellation or processing a refund where such failure or delay arises from a Force Majeure Event, as that term is defined in the Terms and Conditions, including without limitation payment gateway failure, banking system outage, or failure or unavailability of a Partner Outlet.
9. Limitation of Liability
(a) To the maximum extent permitted under applicable law, QSKIP's total aggregate liability arising out of or in connection with any cancellation or refund claim under this Policy shall not exceed the amount actually paid by the Buyer for the Order giving rise to such claim.
(b) QSKIP shall not be liable for any indirect, incidental, consequential or special loss or damage arising from or in connection with a cancellation, refund, or the timing thereof.
(c) Nothing in this Section shall exclude or limit QSKIP's liability where such exclusion or limitation is not permitted under applicable Indian law, including the Consumer Protection Act, 2019, and the rules made thereunder.
10. Support and Grievance Redressal
10.1 Contact Us
In-app help: Available within the Platform under Help & Support, for Order-specific queries.
Email:support@qskip.in
10.2 Grievance Officer
QSKIP has designated the following Grievance Officer to address complaints relating to cancellations and refunds:
Officer: Nodal Grievance & Compliance Officer
Name: Shivam Kharb
Email:support@qskip.in
Contact:+91 870 072 2415/+91 84484 63629
Address: House No. 2532/16, Faridabad City, Faridabad – 121002, Haryana
Hours: Monday to Friday, 09:00 to 18:00 hours
10.3 Timelines
Every complaint shall be acknowledged within forty-eight (48) hours of receipt.
QSKIP shall endeavour to investigate and resolve every complaint within thirty (30) calendar days of the date of such acknowledgment.
10.4 Escalation
A Buyer dissatisfied with the resolution offered under Section 10.3 may escalate the grievance in writing to the Grievance Officer at the contact details above, quoting the original complaint reference.
11. Amendment of this Policy
QSKIP reserves the right to amend, modify or update this Policy at any time to reflect changes in its practices, its arrangements with Partner Outlets or payment processing partners, or applicable law. Amendments shall take effect upon publication of the revised Policy on the Platform, or upon such later date as may be specified therein, and shall apply prospectively to Orders placed thereafter. The Buyer is encouraged to review this Policy periodically.
12. Governing Law and Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of India. Any dispute arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts at New Delhi, India.