Effective Date: 12 October 2025
At Gozaanu, our mission is to provide accurate, timely, and reliable delivery services for food, grocery, pharmacy, and other products through our App. While we strive for perfection, errors may occur during order fulfillment. This Refund Policy (“Policy”) establishes the conditions, procedures, and requirements for requesting and processing refunds.
This Policy is designed to ensure:
Fairness and transparency for users and merchants
Compliance with Indian law, including:
Consumer Protection Act, 2019
Information Technology Act, 2000
E-Commerce Rules, 2020
Clear guidance on merchant/store errors
Enforcement of the 20-minute refund window and mandatory return of items
By placing an order with Gozaanu, you acknowledge and agree:
Refund eligibility is strictly merchant/store error-based.
Refunds require the return of all items unless otherwise authorized.
Personal preference or perceived quality does not qualify for a refund.
Refunds must be requested within 20 minutes of delivery.
This Policy applies to all orders placed through the Gozaanu App, including:
Food orders – meals, beverages, and consumables
Grocery orders – packaged goods, fruits, vegetables, staples
Pharmacy orders – prescription and OTC medications
Other merchant-provided products
The Policy governs:
Eligibility for refunds
How to request refunds
Review, verification, and approval
Refund issuance and timelines
Fraud prevention and legal compliance
Refunds are strictly contingent on verified merchant/store errors, including:
Incorrect items delivered
Missing items
Damaged or defective products
Non-eligible cases:
Personal taste or preference
Minor packaging differences
Items consumed, opened, or misused by the user
All eligible orders must be returned to Gozaanu.
Items must be returned in original, unopened, and unused condition, unless otherwise agreed for consumables.
Refunds will be denied if the item is not returned or is returned in a damaged/used condition.
Refund requests must be submitted within 20 minutes of delivery.
The 20-minute window starts from the delivery timestamp in our system.
Users must provide supporting evidence for merchant/store errors, such as:
Photographs of incorrect or missing items
Video recordings of the delivered order
Screenshots of the order summary showing discrepancies
Without valid evidence, refunds may be denied.
Step 1: Open the Gozaanu App
Step 2: Navigate to Order History
Step 3: Select the order requiring a refund
Step 4: Tap Request Refund
Step 5: Submit:
Reason for refund (merchant/store error)
Photo/video evidence
Confirmation of item return
Email: gozaanudeliveryservices@gmail.com
In-App Chat: Available in the App
Required information:
Order Number
Reason for refund
Supporting Evidence
Confirmation that item will be returned
Gozaanu verifies:
Order details vs merchant records
Submitted evidence
Compliance with the 20-minute window
The merchant may be contacted to confirm errors.
Refunds are approved only for verified merchant/store errors.
Returned items are inspected for:
Completeness
Original packaging
Condition of the item
Non-compliance may result in partial or denied refunds.
Refunds are credited via original payment method.
Processing times vary:
Wallets/UPI: 1–2 business days
Bank transfers: 3–7 business days
Credit/debit cards: 5–10 business days
Partial refunds may be issued when only some items are affected.
Order Delivered --> User identifies issue --> Submit refund request via App/Email | V Verify merchant/store error --> Confirm item return | V Approve Refund --> Process refund via original payment method | V Refund Complete
Ordered: 2 Veg Sandwiches
Delivered: 1 Veg Sandwich + 1 Chicken Sandwich
Action: User submits request within 20 minutes, returns items
Outcome: Refund approved for the incorrect item
Ordered: 3 Packets of Cookies
Delivered: 2 Packets of Cookies
Action: User submits request with photo evidence, returns received items
Outcome: Partial refund for missing item
Ordered: Bottle of Milk
Delivered: Expired milk
Action: Submit request within 20 minutes, photo evidence provided
Outcome: Full refund after return or disposal confirmation
Requests after 20 minutes
Personal preference complaints
User error (wrong address, selection)
Failure to return item
Minor packaging variations
Processed based on actual amount paid
Discounts or promo values are non-refundable
Suspicious requests may be investigated
Legal action under:
IT Act 2000
Consumer Protection Act 2019
Other applicable Indian laws
Users must cooperate fully
Fraudulent requests may result in account suspension or legal action
Check order immediately on delivery
Take clear photos/videos of items
Submit refund request within 20 minutes
Return items promptly
Retain refund confirmation from Gozaanu
Confirm order fulfillment details
Respond promptly to Gozaanu verification requests
Assist in resolving discrepancies
Maintain records for audit and compliance
Q1: Can I get a refund for bad taste?
A1: No, refunds are only for merchant/store errors.
Q2: What if I miss the 20-minute window?
A2: Refunds cannot be processed after 20 minutes.
Q3: Do I need to return the item?
A3: Yes, return is mandatory for all refunds.
Q4: What evidence is required?
A4: Photos, videos, or screenshots showing merchant/store errors.
Q5: Can I request partial refunds?
A5: Yes, for orders with multiple items where only some are incorrect.
May change periodically
Updates posted on Gozaanu App and website
Users should review regularly
Email: gozaanudeliveryservices@gmail.com
In-App Chat: Available in the App
By placing an order, you agree:
Refunds are within 20 minutes
Mandatory return of items
Eligibility is only for merchant/store errors
Fraudulent or false requests may face denial and legal action
